Question No. 1

Cloud Kicks leadership wants to improve the new customer onboarding experience. There are a number of complex handoffs between teams. Service managers have been tasked with working with the operating team to improve the handoff between salesforce and internal systems. The business (BA) wants to break down the onboarding processing and sub-processes into simpler steps.

What should the BA create to engage stakeholders?

AValue Stream Map

BUniversal Process Notation

CCapability Model

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Correct Answer: A

This answer states that creating a value stream map is what the BA should do to engage stakeholders for improving the new customer onboarding experience at Cloud Kicks which involves complex handoffs between teams. A value stream map is a type of process map that shows how value flows from a customer request to a product or service delivery across different teams or departments. Creating a value stream map means that the BA works with stakeholders from different teams or departments to identify and visualize their inputs, outputs, activities, roles, etc. related to customer onboarding. Creating a value stream map is what the BA should do to engage stakeholders for improving customer onboarding because it helps them to collaborate and communicate their perspectives and expectations, and to discover and eliminate waste or inefficiencies in customer onboarding. Reference: https://trailhead.salesforce.com/en/content/learn/modules/salesforce-business-analyst-quick-look/use-process-mapping-to-understand-your-business

Question No. 2

After completing requirements gathering session for a Sales Cloud implementation, the business analyst (BA) has started to write user stories. During an internal user story grooming session, the project manager decided that each user story must:

* Be assigned a level of effort

* Be demonstrated to the stakeholder

* Have documented deployment steps

Where should the DA capture these requirements?

ADefinition of done

BAssumptions

CAcceptance criteria

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Correct Answer: A

This answer states that definition of done is where the BA should capture these requirements after writing user stories for developing a solution for managing leads in Sales Cloud at UC: be assigned a level of effort, be demonstrated to the stakeholder, and have documented deployment steps. Definition of done is a set of criteria that defines when a user story or a task is completed and ready for deployment or delivery. Capturing these requirements in the definition of done means that the BA specifies that a user story or a task must meet or pass these criteria in order to be considered done. Capturing these requirements in the definition of done is where the BA should do it after writing user stories because it helps the BA to clarify and communicate the expectations and standards of the user stories or tasks, and to ensure that they are met or passed. Reference: https://trailhead.salesforce.com/en/content/learn/modules/salesforce-business-analyst-quick-look/use-user-stories-to-capture-requirements

Question No. 3

The Business analyst (BA) at Universal Container wants to improve the case process in Salesforce after feedback customer abut resolution time.

The BA tacks the user story, request details, and configuration changes in a repository.

What is a benefit of tracking user stories in this way?

AMultiple project team members can make and view revisions.

BIt links all changes to Salesforce metadata.

CThe development team can work parallel on the same requirement.

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Correct Answer: A

This answer states that multiple project team members can make and view revisions is a benefit of tracking user stories in a repository for improving the case process in Salesforce at UC. A repository is a common or central location where documents or files can be stored, accessed, and updated by multiple users or teams. Tracking user stories in a repository means that the BA stores user stories in a repository, such as Jira, Trello, Asana, etc. Multiple project team members can make and view revisions is a benefit of tracking user stories in a repository because it enables collaboration and communication among project team members, and it ensures consistency and accuracy of user stories. Reference: https://trailhead.salesforce.com/en/content/learn/modules/salesforce-business-analyst-quick-look/use-stakeholder-engagement-skills

Question No. 4

A cloud Kicks business analyst (BA) is conducting user interviews with the support team as part of a migration to Salesforce. Serval users indicate they use multi-factor authentication (MFA) on their phones to log in to existing systems. Other users have located they access existing systems with only username and password.

ASelect the requirement used by the majority of the support team.

Bverify the requirement with the security team.

CBring the requirement to the product owner's attention.

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Correct Answer: C

This answer states that bringing the requirement to the product owner's attention is what the BA should do after discovering that several users indicate they use multi-factor authentication (MFA) on their phones to log in to existing systems while other users indicate they access existing systems with only username and password for conducting user interviews with the support team as part of a migration to Salesforce at Cloud Kicks. A product owner is a person who represents the voice of the customer or the stakeholder, and who is responsible for defining and prioritizing the requirements for a product or a project. Bringing the requirement to the product owner's attention means that the BA informs and discusses with the product owner about the different preferences or expectations of users regarding MFA for logging in to Salesforce. Bringing the requirement to the product owner's attention is what the BA should do after discovering this difference among users because it helps the BA to align and validate the requirement with the product owner, and to determine and propose a solution or an alternative for MFA for logging in to Salesforce. Reference: https://trailhead.salesforce.com/en/content/learn/modules/salesforce-business-analyst-quick-look/use-stakeholder-engagement-skills

Question No. 5

Cloud Kicks (CK) is expanding and has many different departments in manufacturing and delivery. CK needs to prepare for a new Sales Cloud implementation for it, 6,000 users. To increase adoption, the business analyst (BA) wants to break down existing sides between the manufacturing and delivery departments.

Which planning approach should the ISA take to get buy-in from users?

ARecombined clear owners up for the platform and identity executive sponsors.

BAssign a team to start building a prototype of product functionality.

CDocument user requirement from each department during discovery sessions.

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Correct Answer: C

This answer states that documenting user requirements from each department during discovery sessions is what the BA should do to get buy-in from users for preparing for a new Sales Cloud implementation for 6,000 users at CK. User requirements are the needs, expectations, and objectives of the users for the Sales Cloud implementation. Discovery sessions are meetings or workshops where the BA gathers and clarifies user requirements from different stakeholders. Documenting user requirements from each department during discovery sessions means that the BA records and organizes the information obtained from different stakeholders from different departments, such as manufacturing and delivery, in a clear and concise way. Documenting user requirements from each department during discovery sessions is what the BA should do to get buy-in from users for preparing for a new Sales Cloud implementation because it helps the BA to understand and validate the user requirements, and to communicate and align them with the project scope and goals. Reference: https://trailhead.salesforce.com/en/content/learn/modules/salesforce-business-analyst-quick-look/use-stakeholder-engagement-skills

Salesforce Certified-Business-Analyst Exam Actual Questions

The questions for Certified-Business-Analyst were last updated on Sep 30, 2024.

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