Universal Containers is currently doing user acceptance testing for a global customer service project that leverages Service Cloud. A stakeholder is executing a test case for a specific user story. The stakeholder has provided this feedback:
The functionality described in the test case is working as expected.
The stakeholder wants to change the label of several fields described in the test case.
The stakeholder wants to add two new fields that were excluded from the test case
Which step should the business analyst take next?

A. Acknowledge the feedback, create a new test case that includes the field changes, and assign the test case back to the stakeholder for immediate testing.

B. Acknowledge the feedback, update the existing user story to include the field changes, and assign the user story back to the technical team for immediate development.

C. Acknowledge the feedback, create a new user story that includes the field changes, and ask the stakeholder to update the existing test case to show it was successfully tested.

Universal Containers is about to kick off a new Salesforce Implementation, bringing both sales and service teams onto the platform. Each team has been managing Accounts and Contacts in their own way even though the Accounts and Contacts are shared between the teams. This has resulted in disagreements about what should be built in Salesforce.
Which groups should the business analyst work with to gain full alignment on a common program vision and strategy?

A. Executive sponsors, IT leadership, and end users

B. Business leaders, middle management, and end users

C. Senior leadership, IT leader ship, and middle management

Northern Trail Outfitters (NTO) plans to significantly grow its workforce and wants to increase the overall security of Its Sales Cloud instance. NTO has previously implemented a complex security solution with organization-wide defaults, criteria-based sharing rules, and dozens of user profiles. NTO has asked a business analyst (BA) for recommendations on how to proceed.
Which aspect of a potential solution is most important for a BA to consider?

A. User adoption

B. Scalability

C. System downtime

The sales team at Cloud Kicks is rolling out a new sales methodology. To incorporate the requested changes, the business analyst working with the technical team identifies several integrations that touch the Opportunity object and could be impacted by the changes. The project manager wants the solution to include unit testing, code reviews, and functional testing.
What does the project team need to agree upon to ensure the work is ready to be deployed?

A. Entity relationship diagram

B. User acceptance criteria

C. Definition of done

A sales manager expresses frustration that the sales team is failing to enter calls in Salesforce. The manager is hoping to resolve the issue quickly and has limited time and budget to completely revamp existing tools and processes. The sales manager reaches out to the business analyst (BA) for recommendations.
What should the BA do next?

A. Research third-party apps on the AppExchange.

B. Export a weekly report of user activity.

C. Engage a developer to scope a custom solution.

The sales team at Universal Containers has concerns that the process for distributing new leads is too slow. The VP of sales has engaged a business analyst (BA) to help map out a process to distribute new leads quickly. The BA sets up a meeting with stakeholders and learns a stakeholder already has a solution in mind.
What should the BA do next?

A. Gather requirements and then note the proposed solution.

B. Ask the stakeholder to demo their solution to the project team.

C. Implement the solution now to save time in the planning phase.

Universal Containers (UC) is working with an implementation partner to help it optimize Salesforce. A new business analyst (BA) from the partner was introduced to UC stakeholders a few weeks into the project. The BA is getting to know each of the stakeholders by their roles and contributions. However, the BA had one misstep and is slightly embarrassed.
What should the BA do to build trust with the stakeholders?

A. Be vulnerable and own their mistake.

B. Promise to work harder to avoid other mistakes.

C. Ask their supervisor for help immediately.

Sales managers at Northern Trail Outfitters (NTO) have received feedback from sales reps that record pages are slow and often take longer to load when using the app on the phone. The business analyst (BA) has been asked to evaluate NTO's org to find out which pages are the slowest to load when using the app on the phone.
What is the first step the BA should take to help resolve the issue?

A. Create a new page layout for the phone.

B. Use performance analyzer to view the assessment.

C. Confirm steps to reproduce the issue.

The Service Center at Universal Containers is deploying a new case management solution. Management has asked the project team to prepare for end user training. The project team consists of an admin and a business analyst (BA).
Which task should be assigned to the BA?

A. Create user training materials.

B. Conduct user training.

C. Set up users for training.

A business analyst (BA) at Universal Containers (UC) has been asked to evaluate a business process at a high level and in detail, while also keeping regulatory considerations in mind. Management wants to use the output from the BA's evaluation to inform decisions about UC's future implementations of Sales Cloud and Service Cloud.
What should the BA use for their evaluation?

A. Universal Process Notation (UPN)

B. Entity Relationship Diagram (ERD)

C. Cross-functional flowchart

Universal Containers (UC) uses a Salesforce org. UC is merging with a sister company that uses a different CRM. The incoming sales team is reluctant to change to a different process. The business analyst (BA) has been asked to help reach consensus and drive adoption.
Which group is well positioned to help the BA secure alignment for the initiative?

A. Power users and top sales earners

B. Executive sponsors and sales leadership

C. System admin and project manager

A new employee at Universal Containers just sent the business analyst (BA) a Slack message with an attachment named User_Stories_v37_final final _final.docx.
Which best practice should the BA train the employee on first?

A. Use acceptance criteria to define success.

B. Use standard naming conventions.

C. Use a version control repository.

A sales manager at Cloud Kicks recently learned about Salesforce Macros and believes service agents could benefit from the feature. The sales manager created the following user story: "As a service agent, I want Salesforce Macros to complete repetitive tasks faster."
What should the business analyst change to improve the user story?

A. Change the user story to the sales manager persona.

B. Add a quantifiable reason why the feature is needed.

C. Replace the specific feature with a goal.

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.

The business analyst at Cloud Kicks is using a checklist to assess the quality of user stories for an upcoming Experience Cloud implementation.
Which characteristics make a user story successful?

A. Actionable, Concise, Testable, Solution-oriented, Defined

B. Independent, Negotiable, Valuable, Estimable, Small, Testable

C. Clear, Direct, Concise, Cross Functional. Configurable

The business analyst (BA) is preparing for user acceptance testing (UAT) for Northern Trail Outfitters’ new Service Cloud implementation. The BA secured the sandbox for the testing environment, wrote test cases, and created a process to track and manage reported bugs.
Which additional step is required during the UAT planning process?

A. Identify power users.

B. Gather business requirements.

C. Schedule deployment.

The Salesforce team at Cloud Kicks (CK) is reviewing the sales team s business processes. During a review session, the business analyst notices that quantifiable benchmarks have yet to be established.
Why is it a best practice to establish benchmarks to evaluate existing processes?

A. Shows tangible impact from changes to processes

B. Proves processes are out of date and require a new solution

C. Compares processes against CK’s closest competitors

Universal Containers has asked a business analyst (BA) to assist the sales management team with a request for a new picklist field called "Lost Reason" on the Opportunity object with the goal of improving pipeline reports. After mapping the managers to the sales leader persona and obtaining feedback from them, the BA has discovered that the managers want to better understand Closed/Lost Opportunities so they can help sales teams close more deals.
Which option should the BA use to construct the user story?

A. As a sales leader, I need a new “Closed/Lost Reason” picklist field on Opportunities and better reports to help the sales team improve close rates.

B. As a sales leader, I want to see more details on Closed/Lost Opportunities so I can help the sales team improve close rates.

C. As a sales team member, I need additional enablement training and reporting information to help me improve close rates.

The business analyst (BA) at Cloud Kicks is managing a project to build a recruiting app for the management and human resources (HR) teams. The HR director wants the app to help the team navigate the hiring process more efficiently. The BA designs a Stakeholder Wheel to better understand all of the people with an interest in the project.
Which level of influence should the BA place the HR director on the stakeholder wheel?

A. The Enterprise

B. The Project

C. The Sponsor

Northern Trail Outfitters has a large Salesforce org with sales, marketing, and billing teams pushing for the development of a large number of items in the backlog.
Which management process should the business analyst suggest to help the teams align on their competing priorities?

A. Vision, Values. Methods, Obstacles, and Measures (V2MOM)

B. Business Process Modeling Notation (BPMN)

C. Integrated DEFinition for Process Description Capture Method (IDEF3)

The lead business analyst (BA) at Cloud Kicks is putting together user stories for the new sales process that will be implemented in Sales Cloud. The lead BA is advising junior BAs on how to construct a user story.
What should the lead BA tell the junior BAs to include in a user story?

A. Include technical details

B. Include who, what, and why

C. Include the V2MOM structure

The business analyst (BA) at Universal Containers (UC) wants to understand why UC failed to meet a deployment date for its product go live while following the Agile process. According to the BA's research, the developers lacked a sense of the work in progress and the intended goal of that work, and the QA team was unable to dearly test the functionality based on a given persona.
Which step should the BA take next?

A. Create a SWOT (strength, Weakness, Opportunity. Threat) analysis to understand why development and testing took more time.

B. Move the deployment date out so the teams have more time to work.

C. Review the user stories to ensure they are small, testable, and valuable.

An executive at Cloud Kicks has tasked the internal Salesforce staff with the optimization of a very manual process in its Salesforce org.
What should the business analyst do first before a future state is proposed to key stakeholders?

A. Discuss project trade-offs with the executive sponsor.

B. Manage project integrations with the technical team.

C. Hold a kickoff meeting to set expectations with the project team.

A business analyst (BA) at Northern Trail Outfitters is mapping a workflow process to onboard a new user group to a Service Cloud implementation.
Which level of detail should the BA use for the process map and why?

A. Simple — A high-level overview of the process Is sufficient to show a new user experience.

B. Somewhat detailed — Since the process will be repetitive, new users will learn and remember the details.

C. Very detailed — It should be prescriptive for new users following an unfamiliar process.

A business analyst (BA) at Northern Trail Outfitters is preparing for a user acceptance testing (UAT) session for a global Sales Cloud project.
What should the BA do to engage the business most effectively during UAT?

A. Hand off ownership for writing, reviewing, and executing UAT scenarios, providing feedback, and approval for release to business stakeholders.

B. Work with quality assurance analysts to collaborate in writing, reviewing and executing UAT scenarios, providing feedback, and approval for release.

C. Work with business stakeholders to collaborate in writing, reviewing, and executing UAT scenarios, providing feedback, and approval for release.

Cloud Kicks (CK) wants its sales team to use Sales Cloud to decrease its lead conversion time. The business analyst (BA) will analyze and break down CK's typical sales cycle.
How can process mapping help the BA get started on this project?

A. It can show the relationship between the steps and actions in the sales cycle to communicate and understand the current state, and to identify areas for improvement.

B. It can model changes in the current customer experience, analyze each change’s potential for impact, and help visualize potential improvements in the sales cycle in advance of the solution design.

C. It can display complex ideas in a consistent format, highlight blockers and impediments to help stakeholders quickly assess issues in the sales cycle, and see the project timeline at a glance.

While working on a new Sales Cloud feature request for the sales team at Northern Trail Outfitters, the business analyst (BA) uncovers a workflow which could have an impact on the service team. The sales director assures the BA that the impact to service would be minimal.
Which step should the BA take next?

A. Review the effort and Impacts with the service team, and work to align requirements across the teams.

B. Continue with the effort as defined by sales and add a backlog item to review the service impacts in the future.

C. Prioritize the effort as defined by sales and ask the director to review any service impacts.

Universal Containers wants to integrate its Salesforce org with the largest online professional network so its sales reps can view information directly on Salesforce records. The business analyst will write acceptance criteria for this scenario.
What is an example of good acceptance criteria?

A. Install a CRM widget to allow sales reps to view information in the Lead and Contact records.

B. A sales rep can view current information directly in the Lead and Contact records.

C. A sales rep needs to have the CRM widget installed in the Lead and Contact Record Page Layout.

The project team at Universal Containers has started to review the existing Salesforce manufacturing solution that has low adoption and a variety of customizations including custom objects, custom fields, renamed standard objects, and renamed standard fields.
What should the business analyst recommend to the project team to increase understanding when documenting requirements, processes, and potential solutions?

A. Use industry terminology and language.

B. Use customer terminology and language.

C. Use Salesforce terminology and language.

The Salesforce delivery team at Cloud Kicks consistently has user stories that developers start but are unable to complete during each sprint. During the most recent retrospective, the development team expressed that they are running out of time to complete the stories. The team used the INVEST checklist to diagnose why these stories are Incomplete at the end of the sprint.
Which checklist item is the most likely reason why the stories are incomplete at the close of the sprint?

A. Small

B. Negotiable

C. Valuable

The business analyst (BA) at Universal Containers has been capturing the requirements for a major Sales Cloud release. An admin has been deploying the resulting system changes. The quality assurance (QA) team has run into challenges when testing the changes. The BA is unaware of deployment and testing challenges.
What should the BA do to resolve these challenges with the release team?

A. Involve the stakeholders in the business requirements gathering sessions.

B. Provide detailed test cases to validate the functional requirements.

C. Associate each set of metadata changes to the corresponding user story.

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

Universal Containers has asked a business analyst (BA) to create a process map indicating how it is using Marketing Cloud to manage its campaigns. In a process map that uses Universal Process Notation (UPN), the BA has marked each activity box with a resource.
What does an activity box marked "C: Customer” mean?

A. The customer should be Informed.

B. The customer should be consulted.

C. The customer should be responsible.

During the discovery phase of a Salesforce project, which types of analyses should a business analyst typically perform?

A. Financial, Technical. Operational

B. Technical, Stakeholder, Enterprise

C. Enterprise, Strategy, Stakeholder

A sales manager at Universal Containers (UC) customized all of their list views on the Account object to include a new field. Although they have multiple list views, the sales manager prefers to keep the recently viewed list as their default list. When the manager realizes they are unable to modify the recently viewed list, they reach out to UC's Salesforce team for help.
What are the next steps the business analyst should take?

A. Recommend that the user submit a ticket related to the field creation.

B. Document the desired outcome and research the impact of making a change.

C. Research AppExchange solutions that offer customization options.

Universal Containers is focused on an initiative to streamline its channel management processes. Due to the level of complexity, the business analyst (BA) will gather and document the key points in preparation to build a more detailed process map.
Which diagram should the BA use in this case?

A. Value Stream Map

B. SIPOC (Suppliers, Inputs, Process, Outputs, Customers)

C. Capability Model

Universal Containers has just been notified by authorities that govern the shipping industry of new regulatory requirements. To comply, there are several existing processes built on Salesforce that will need to change. A business analyst (BA) will help describe the additional business needs imposed by the new regulations.
Which type of document should the BA prepare?

A. Current state analysis

B. Audit log

C. Gap analysis

A business analyst (BA) is in the process of documenting requirements. The BA wrote the following user story:
"As a sales team manager, I want the ability to access reports on Sales Cloud to evaluate if the team’s daily activities are meeting the set goals."
Which acceptance criteria is most appropriate for this user story?

A. Able to click the Run button on sales reports

B. Able to view the sales team’s reports

C. Able to monitor the sales team’s performance

New Interns at Universal Containers have been tasked with following a new process to import leads from a spreadsheet into Salesforce. A business analyst Is mapping the process to document the overall lead creation process.
What should the process map look like?

A. A somewhat detailed process map that is easy to remember and self- explanatory

B. A very detailed process map that is unambiguous and version controlled

C. A simple process map that is high-level and covers key aspects

Universal Containers is developing a new recruitment app using Service Cloud. The project team has started writing user stories including:
"As a human resources (HR) manager, I need to document the progress of a candidate’s submission so I can manage the candidate’s application throughout the recruiting process."
What is one definition of done for this user story?

A. The Candidate Status field can be updated.

B. The Candidate object has Edit access.

C. The acceptance criteria has been approved.

Northern Trail Outfitters (NTO) has acquired a competitor. The agreement is to migrate the acquired company into NTO's Technological Platforms. One of its challenges is to offer a unified customer experience while strengthening the relationship with its customers. The business analyst (BA) has been asked to translate the business objectives and assemble an improved and standard customer experience.
Which strategy should the BA use to accomplish the goal?

A. Understand business objectives, determine company culture, evaluate processes and user experiences, interview stakeholders, and add improvements to the integration roadmap.

B. Understand business objectives, define the intention and audience, lead a journey mapping workshop, find opportunities for improvement, and update the journey map.

C. Understand business objectives, define the intention and audience, conduct user experience research, analyze the research results, and design an improved new user experience.

The business analyst (BA) at Northern Trail Outfitters is getting ready to kick off a new Service Cloud project with the retail division to turn on the Web-to-Case functionality. The BA wants to better understand business processes so they can accurately scope the project.
Which type of documentation should the BA utilize?

A. Use cases

B. Object models

C. Current state analysis

A business analyst (BA) at Northern Trail Outfitters is assigned to a project to help revamp the case management process. The BA has gathered requirements and finished the first draft of user stories.
What should the BA use to assess the quality of a user story?

A. Gap analysis document

B. INVEST checklist

C. Numerical framework

The business analyst (BA) at Universal Containers is writing user stories for its Salesforce Field Service implementation.
What should the BA evaluate to understand the risk level of the user stories?

A. Team, budget, and timeline impact

B. Scope, resource, and documentation impact

C. Technical, operational, and regulatory impact

The business analyst (BA) at Universal Containers is meeting with business leaders to elicit and document functional requirements specifications related to its new Salesforce implementation. The BA will also document the functionality this system should provide so it can be developed into a work item.
What is the name of this documentation type?

A. User story

B. Business analysis plan

C. Use case

During a sprint grooming session for the Sales Cloud Implementation at Cloud Kicks, the development team mentions the step "Code Review by Technical Architect" listed within the acceptance criteria needs to be adjusted.
Which location should the business analyst move this item to?

A. Pull request template

B. Definition of done

C. Project plan

At the start of a new Agile development project, the Universal Containers product owner asked the business analyst (BA) to clearly define the intended results of the work based on stakeholder needs. The development and implementation teams will use the intended results to plan product decisions. The definition should avoid assumptions and focus on stakeholder value.
Which element should the BA choose to define the intended results?

A. Epics

B. Requirements

C. User stories

Universal Containers (UC) wants to overhaul its Service Cloud implementation and has hired a consulting company to help drive requirements. In an effort to gain more Information about the project, the business analyst (BA) has begun to review UC's structure to understand the functions of each department, how departments interact, and who reports to whom within UC.
Which technique is the BA using?

A. Stakeholder Analysis

B. Strategy Analysis

C. Enterprise Analysis

The business analyst (BA) at Cloud Kicks has been asked to map the current sales process in Sales Cloud to document legal compliance with local privacy regulations, which can differ based on the state or country of a data transaction.
Which activity would be most effective in helping the BA understand the sales process?

A. Using live workshops to map out the sales process

B. Conducting individual interviews with stakeholders

C. Asking stakeholders to complete a questionnaire

After the first round of user acceptance testing for a Sales Cloud project, the business analyst discovered that a high number of test cases failed.
What is a possible reason why the test cases failed?

A. Missing test script details

B. Missing test result details

C. Missing test org access details