The business analyst (BA) at Universal Containers needs to gather information for their project including the steps a user takes to accomplish a goal, challenges a user faces, people the user interacts with, applications they use to complete the steps, and their level of morale as they move through the process.
Which elicitation technique should the BA use?

A. Survey/Questionnaire

B. Journey Mapping

C. FOCUS Groups

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.

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.

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

A business analyst (BA) is working with the support team at Cloud Kicks (CK) on a Service Cloud implementation. The BA has decided to create a process map to understand CK's current merchandise return process.
What are the top three benefits of creating a process map?

A. Builds accountability, increases revenue, and decreases overall time spent on requirements

B. Identifies improvements, decreases project costs, and starts the change process

C. Engages stakeholders, identifies improvements, and starts the change process

Cloud Kicks is planning to create a new Service Cloud console app for its services team to resolve issues with delayed shipments to customers. The business analyst (BA) wrote the user stories based on a written list of requirements provided by the manager of the services team. Upon stakeholder review with the entire services team, many of the user stories were rejected and the BA had to revise them.
When the BA wrote the initial user stories, what was the likely cause of the issue?

A. The user stories focused on well-defined personas.

B. The project team failed to discuss the user stories as a group.

C. The acceptance criteria of the user stories were too specific.

Northern Trail Outfitters is undergoing a Service Cloud implementation and has decided to use the Scrum methodology for the implementation. A business analyst (BA) received an urgent, high-priority change request in the middle of a sprint.
Which step should the BA take next?

A. Add the change request to the backlog to be prioritized for the next sprint.

B. De-prioritize some user stories and add the change request to the current sprint.

C. Begin working on the change request as soon as the team has capacity.

Universal Containers has planned an initiative to assess its Salesforce org to identify areas of risk and has asked the business analyst (BA) to provide an analysis of its current state. The BA will utilize Salesforce Optimizer for the assessment.
How should the BA use the output from the tool?

A. Identify top project priorities.

B. Verify Lightning page loading time.

C. Understand the project scope.

Northern Trail Outfitters (NIO) has completed a project with a third-party event organization platform to enhance its MVP Experience Site. Many features were left in the project backlog. NTO's IT team is beginning a new phase of work on the experience Site to build additional features requested by business stakeholders and wants to include the items that were left in the backlog in the first phase.
How should the business analyst coordinate the user stories to most efficiently manage the new project timeline?

A. Include existing and new user stories to be completed within the duration of the project. Hire additional developers to accommodate both work streams to prevent delays within the scheduled sprints.

B. Prioritize user stories for the new enhancements for the initial sprints of the project to accommodate business stakeholder requests. Complete existing user stories in the final sprint of the project.

C. Reprioritize existing and new user stories to place the stories into each sprint of the project. Return an equivalent amount of lower priority work to the project backlog.

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

A business analyst (BA) is preparing to demonstrate the functionality built by the development team over the last sprint to the client.
Which technique should the BA use to create a compelling demo?

A. STAR method – situation, task, action, result

B. Functional – requirements, code/configuration, run as user

C. Storytelling – hero, challenge, helper, victory

Universal Containers (UC) has chosen to implement Sales Cloud and Service Cloud to increase revenue and remove bottlenecks in its current processes. A business analyst (BA) is tasked with diagramming business processes.
What should the BA do to successfully meet governance requirements to identify the business purpose?

A. Identify resources engaged in each step.

B. Adhere to agreed upon mapping standards.

C. Use UC’s existing terminology.

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

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

Cloud Kicks wants managers to be able to approve time-off requests in Salesforce. A business analyst (BA) wrote the following:
User Story -
"As a manager, I want to communicate the status of time-off requests with employees so that I can increase employee satisfaction."
Acceptance Criteria -
•	A manager can change the status of the request.
•	A manager can send a comment to the employee about their request.
•	The solution must be intuitive.
Why does the BA need to make a change to improve the user story?

A. The acceptance criteria is too vague.

B. The acceptance criteria should be solution focused.

C. The user story is too large to test.

Cloud Kicks is creating a new lead conversion process in Sales Cloud. During a recent sprint, the business analyst created user stories related to the Opportunity object. Test scripts were created for the lead conversion process. All of the test scripts passed and the new functionality was deployed. After deployment, end users reported error messages when manually creating new Opportunities.
Which area of user acceptance testing (UAT) was overlooked?

A. Several teams should be part of UAT to represent multiple viewpoints.

B. Functionality on interconnected objects should be part of UAT.

C. End users who are experts in that functionality should participate in UAT.

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.

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

Northern Trail Outfitters wants to reduce the amount of time it takes for customers to receive their orders after making an online purchase.
Which initial steps should the business analyst take to help determine why the order management and fulfillment process is slow?

A. Conduct interviews with stakeholders in the order management and fulfillment departments to identify individual pain points and brainstorm process improvement solutions.

B. Create a process map that includes detailed steps related to order management and fulfillment, analyze the process map for inefficiencies, and present findings to leadership.

C. Work with stakeholders to identify relevant processes, select a key process with defined start and end points, and collaborate with process owners and users to create a current state process map.

A business analyst (BA) at Universal Containers looks at the user stories for a new implementation of the Salesforce Customer Data Platform (CDP) and notices they are too large. The BA recommends that the large stories be broken down into smaller stories which will decrease the future level of effort for subsequent activities.
Which activity will be most impacted by breaking down the user stories?

A. Acceptance criteria

B. Estimation

C. Defining the persona

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

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.

The quality assurance (QA) team at Cloud Kicks is reviewing user stories to write test scripts. The QA team is having difficulty with a specific story where a modification to an existing flow is needed for a custom object. The QA team is unable to discern what needs to be tested as a result of the updated flow.
What should the business analyst review and revise to provide more clarity to the QA team?

A. The definition of done of the user story

B. The who, what, and why of the user story

C. The acceptance criteria of the user story

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

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

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

The product development team at Northern Trail Outfitters is creating a process within Salesforce to onboard new retail employees. The business analyst (BA) creates a current state process map by interviewing a few members of the onboarding team using email questionnaires. After presenting the process map to the entire onboarding team, the BA receives feedback that it is incorrect.
What should the BA do to provide the product development team with more accurate information about the onboarding team's process?

A. Review survey feedback again to better understand pain points in the existing onboarding process.

B. Conduct individual interviews with each team member to gather more information about the existing onboarding process.

C. Meet with key project stakeholders in a live workshop to build consensus on the current and desired onboarding processes.

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)

A business analyst (BA) discovers that Universal Containers (UC) has automated case assignments in Service Cloud. UC uses case assignment rules to route cases to a predefined team. The UC leadership team wants to improve how cases are routed.
What should the BA recommend to help UC resolve a common obstacle?

A. Minimize case escalations to reduce time to resolution.

B. Document the current case assignment process.

C. Migrate from case assignment rules to Omni-Channel.

Cloud Kicks needs to revamp its support process over the next 12 months to improve the customer experience and has asked the Service Cloud team to collaborate with the business analyst (BA). The BA has scheduled an initial live process mapping session with all stakeholders and received the following calendar responses:
 
What should the BA do?

A. Proceed with the workshop as scheduled with the stakeholders who are available.

B. Cancel the workshop and reschedule it to a date when all stakeholders are available.

C. Hold a one-on-one diagram session with each stakeholder before the workshop.

The business analyst (BA) at Universal Containers is preparing for user acceptance testing (UAT) for an Experience Cloud implementation.
Which people should participate in UAT?

A. BA, business users, key stakeholders

B. BA, project manager, key stakeholders

C. Business users, project manager, key stakeholders

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.

The Cloud Kicks business analyst (BA) is frustrated because the requirements tracking spreadsheet is often incomplete or out-of-sync for the Slack transition project. The development team has recommended that the BA use a DevOps tool as an alternative.
What are the benefits of using a DevOps tool in this situation?

A. Tracks changes for the testing team and provides access to user stories

B. Tracks changes in real time and provides a single source of truth

C. Tracks changes on a daily basis and provides a history of changes

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.

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.

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 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

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.

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 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

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.

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

Northern Trail Outfitters is setting up a new team to support an implementation of Service Cloud and is considering which workflow to use.
In which scenario should the business analyst recommend Kanban?

A. Work includes platform support requiring Immediate outage handling.

B. Work is generally project-based and can be broken into smaller pieces.

C. Work is predictable but sometimes lacks sufficient planning.

A business analyst (BA) is working with stakeholders at Universal Containers to walk through a potential solution for the lead routing and qualification process. The solution will include automated and manual features.
Which artifact should help the BA illustrate the vision of a solution to stakeholders?

A. Detailed user stories with technical documentation about the existing process

B. Collected pain points from people who follow the existing process

C. Annotated process flows with modifications to an existing process

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.

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.

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

Cloud Kicks (CK) has expressed concerns about the distribution process for a new line of shoes, because the company consistently misses its targeted delivery dates. CK asks the business analyst (BA) to uncover the issue and propose a business solution.
What should the BA do next?

A. Shadow an operations team member at the CK distribution facility.

B. Review future state distribution processes for CK.

C. Explore how retailers similar to CK handle distribution.

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

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