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 operations team to improve the handoff between Salesforce and internal systems. The business analyst (BA) wants to break down the onboarding processes and sub-processes into simpler steps.
What should the BA create to engage stakeholders?

A. Value Stream Map

B. Universal Process Notation

C. Capability Model

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

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 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

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.

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

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

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.

A business analyst (BA) conducted a group workshop with stakeholders to understand and document in-scope business processes. The BA feels there are gaps between process steps.
What should the BA do to close the gaps or confirm the process steps?

A. Conduct elicitation with stakeholders regarding their parts of the process.

B. Using strategy analysis, define models of how gaps in the business process can be resolved.

C. Review the documentation to ensure that information gathered about the process is correct.

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 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

The business analyst is working with a stakeholder on a Salesforce project. The stakeholder needs an approval process on contract submissions. Sales managers want to see all contracts when the discount is greater than 20%. They will decline any contracts with a discount that is greater than 25%, but they want visibility into other highly discounted contracts.
Which acceptance criteria is the most effective for this scenario?

A. Users in a sales manager role should have access to a button on contracts to click to approve or decline a contract with a discounted price of 20% or more.

B. A sales manager wants to be able to approve contracts with a large discount and they need a validation rule related to contract discounts greater than 25%.

C. A sales manager wants to be notified when a contract has been submitted with a discount greater than 20% so the manager can approve or decline a discounted price.

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) 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

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.

A business analyst (BA) is reviewing the risks associated with a proposed solution leveraging Cases and Support Queues, and the effect that those risks might have on the project timeline.
Which type of analysis is the BA performing?

A. Enterprise Analysis

B. Strategy Analysis

C. Stakeholder Analysis

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

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

A business analyst is working with a new customer on a Sales Cloud implementation. The executive sponsor for the project is new to the company and their role as VP. The sponsor has inherited functional requirements from the previous VP that were gathered 9 months ago. The project start date has yet to be defined. The sponsor wants to use the Inherited requirements in lieu of a traditional discovery process.
What is the largest risk with this approach?

A. The previous VP’s requirements may differ from those of the new executive.

B. The previous VP’s requirements are outside of the Salesforce framework.

C. The previous VP’s requirements fall to meet current formatting standards.

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.

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

A new business analyst (BA) wants to follow the correct order of phases in the implementation lifecycle on a Salesforce project.
How should the BA approach the project?

A. Analyze, build, operate, deliver

B. Analyze, operate, build, deliver

C. Analyze, build, deliver, operate

Universal Containers has a Salesforce Knowledge base solution; however, the support agents have indicated that the system has duplicate Knowledge articles. The agents have requested a feature that allows them to compare articles side-by-side and merge the articles. While researching solution options, the business analyst (BA) noticed an idea in the Salesforce IdeaExchange that directly addresses this requirement. The idea is in beta testing and will be generally available in the next release.
What should the BA suggest?

A. Ask the support manager to wait until the idea is released.

B. Ask the Salesforce Account Executive to release the idea early.

C. Ask the development team to build a custom solution based on the Idea.

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.

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.

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.

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

A business analyst (BA) at Northern Trail Outfitters has been asked to prepare documentation Including acceptance criteria and definition of done for a Heroku project.
Which way should the BA approach creation of this documentation?

A. Include the overall perspective for acceptance criteria and the persona’s perspective for definition of done.

B. Include the persona’s perspective for acceptance criteria and the overall perspective for definition of done.

C. Create one consolidated set of documentation as the two terms are synonymous and used interchangeably.

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 (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 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.

The business analyst (BA) at Cloud Kicks (CK) is writing user stories for an upcoming Commerce Cloud website release. One of the requirements from the technical team is to perform stress testing for an upcoming promotion. The BA is translating the requirement into a user story.
Which user story most accurately represents the goal?

A. As a site administrator of the CK website, I want to make sure that the web server can process requests at 150% of the average traffic rate during the latest promotion.

B. As a visitor to the CK website, I want to make sure that I can shop without disruption during a large promotion so I have a frictionless shopping experience.

C. As a user, I want to make sure that shoppers on the CK website can complete their purchases without disruption during the newest promotion.

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 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 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.

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 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.

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

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.

After reviewing a technical demo, the Northern Trail Outfitters sales leadership team wants to make adjustments to the original requirements around Sales Cloud opportunity management.
What should the business analyst do to manage the requested changes?

A. Update the change management document and user acceptance testing plans.

B. Update the change request log and draft a new user story.

C. Update the gap analysis document and scope statement specification.

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.

Cloud Kicks has an existing implementation of Salesforce. A business analyst (BA) wants to understand details about the Salesforce environment:
Custom apps -
Active Salesforce Sites -
Active flows -
Custom tabs -
Visualforce pages -
Which path should the BA take to find this information?

A. Conduct stakeholder interviews.

B. Read business process documentation.

C. Review configuration settings.

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

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

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

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.

The Salesforce development team is strictly following scrum to govern its releases. An executive trying to plan a vacation wants to know when work on the feature will begin so they can be available for additional implementation questions. After consulting with the product owner, the business analyst (BA) learns the team has decided to adopt Kanban instead for all future releases.
What should the BA tell the executive?

A. Work will begin after executive approval is given.

B. Work will begin when capacity becomes available.

C. Work will begin in the next sprint.

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 is setting up a Salesforce email integration for the sales team. Through discovery conversations, the business analyst (BA) learns the operations team also needs email integration in the near future.
What should the BA do next?

A. Include the operations team during discovery.

B. Proceed with the sales team’s project as planned.

C. Start project work for the operations team.