CERTIFIED-BUSINESS-ANALYST Online Practice Questions and Answers

The Salesforce project team at Universal Containers is reviewing a backlog of user stories to add to an sprint. The team is unsure of which story to begin working on. What should the business analyst do to help with prioritization?

A. Verify acceptance criteria.

B. Identify dependent components.

C. Delete the definition of done

Universal Containers uses Kanban to complete its Salesforce development. In the middle of a sprint, the sales manager submits an important item to the team. What should the business analyst do next?

A. Ask the team to reprioritize the backlog and work on the item at the top.

B. Ask the team to commit to the work for the next sprint.

C. Ask the team to pivot and complete the work immediately.

Universal Containers is nearing the launch date for its new Salesforce Loyalty Management program. The business analyst (BA) has ensured the user acceptance testing (UAT) plan has the proper test scripts. What is another important item the BA should look for in the UAT plan?

A. Estimated cost

B. Timelines

C. Process maps

The business analyst (BA) at Northern Trail Outfitters is writing user stories for a Service Cloud implementation. In which order should the BA arrange the three components of a user story?

A. I want , as a , so that

B. As a , I want , so that

C. I want , so that , for a

The business analyst (BA) at Cloud Kicks (CK) has been tasked with optimizing CK's lead process. In the weekly sales meeting, the BA outlines the project and asks for input. A new entry-level employee reaches out multiple times with ideas and suggestions for improvements.

What should the BA do when responding to the new employee's input?

A. Schedule a one-on-one meeting with the new employee to get an alternative perspective from a beginner's mind.

B. Acknowledge the new employee's ideas while making extra effort to reach out to stakeholders who have more industry experience and knowledge.

C. Send a detailed survey to the entire sales team, including the new employee, to understand their needs, expectations, and priorities.

The business analyst (BA) on the Salesforce development team at Northern Trail Outfitters is leading a requirements elicitation workshop about the process for onboarding new wholesale partners. While whiteboarding the process, one stakeholder continuously interrupts and points out inefficiencies with invoicing and delivery processes.

What should the BA do to prevent the session from being derailed?

A. Shift the conversation from onboarding to the stakeholder's concerns.

B. Ask the stakeholder to focus on the onboarding process.

C. Add the stakeholder's concerns to a "parking lot" for further discussion.

Northern Trail Outfitters (NTO) wants to address a recent group of complaints it received from the service team The NTO Salesforce team was alerted Chat the current routing process is preventing cases from reacting the correct service team without manual intervention.

Which action should the business analyst take to best understand and document the and recommend a future state?

A. Organize a brainstorming session with service team leadership.

B. Engage in a live process modeling exercise with the service team.

C. Review individual surveys and questionnaires from the service team.

Northern Trail Outfitters is implementing Marketing Cloud. Stakeholders are having a difficult time conceptualizing how Marketing Cloud uses insights to create journeys. The Business analyst (BA) has been asked to show stakeholders how it works so the implementation project can move forward. Timelines are two tight to present a demo, and approval from stakeholders is needed soon in order to keep the project on track.

What should the BA do to help stakeholders visualize how it will work?

A. Create a UPN (Universal Process Notation) diagram.

B. Build a capability model.

C. Schedule a storyboarding session.

The sales team recently received training on a new sales methodology. When viewing an Opportunity in Sales Cloud, the sales manager wants the sales cycle to include new stages in addition to multiple custom fields. The business analyst is starting to construct user stories to support the new process.

What should each user story include?

A. Value, purpose, and need

B. Who, what, and why

C. Who, where, and how

Universal Containers has kicked off a project focused on transforming its customer service department using Service Cloud. During onboarding, the project manager shared the following process maps with the business analyst (BA):

1.

Case Creation

2.

Case Triage

3.

Case Assignment

4.

Case Management

5.

Case Closure

Which key attributes should the BA look for when reviewing the process maps?

A. Audiences, scope, inputs, outputs, and resources

B. Cost, timeline, risks, requirements, and opportunities

C. Case sources, types, volumes, priorities, and reasons

Northern Trail Outfitters (NTO) has moved its inventory systems to Salesforce to track the clothing it manufactures and sells. As a part of this project, NTO wants to implement several features which will also improve how its inventory is restocked. In order to manage the discovery phase of the project, the project team plans to hire a business analyst (8A).

What should a BA do to be successful during the first phase of the project?

A. Elicit requirements, build automation, and deploy a solution,

B. Architect a solution, configure a sandbox, and build a proof of concept.

C. Elicit requirements, create flows and process diagrams, and understand business analytics.

A business analyst captures the following acceptance criteria for a user story about case reassignment in Service Cloud.

1.

A service manager can dick a Reassign button that changes the owner field of the case.

2.

A service manager is able to reassign cases-as part of the mobile experience.

3.

Reassignment functionality can be used on cases that have been auto-reassigned.

4.

Service reps are unable to reassign cases. Which mistake was made?

A. The criteria are aligned with the user's goal.

B. The criteria include solution information.

C. The criteria are small and testable.

A business analyst at Universal Containers has begun user acceptance testing for a new Experience Cloud implementation with the project team. A major gap for one of the personas was identified in the documented scenarios. What went wrong?

A. Failure to include all stakeholders in the requirements gathering process

B. Failure to perform thorough unit testing during the development process

C. Failure to validate the application against the functional requirements

The leadership team at Universal Containers (UC) is focused on customer retention. The business analyst (BA) has been asked to implement a new customer for life program on the salesforce platform. Before their can move forward, they need to understand the lifecycle and all of the related interaction that IC has with its customers.

Which type of session should the BA perform?

A. User Acceptance testing

B. Journey Mapping

C. Requirements Gathering

Universal Containers has several independent Salesforce projects this quarter involving shared objects and a complex deployment process managed by a DevOps team. While smoke testing the shared user acceptance testing (UAT) environment, the business analyst (BA) noticed that one of the minor changes to the Account to the Account page layout for the project is missing. The client is eager to begin its UAT.

What should the BA do to address the issue?

A. Make the page layout change directly in UAT so the client can begin testing.

B. Log a defect for the page layout change and discuss it with the DevOps team.

C. Ask the project manager to reschedule UAT until after the defect is resolved