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

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.

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 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 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 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

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.

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 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.

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)

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.

An executive stakeholder at Northern Trail Outfitters (NTO) wants to explore automating NIO's Quote-to-Cash process and has asked the business analyst (BA) to pull together some high-level information on possible solutions.
Which type of document should the BA present to the stakeholder?

A. A capability map detailing the functionality of Salesforce and AppExchange Quote-to-Cash products

B. A SIPOC (Suppliers, Inputs, Process, Outputs, and Customers) map outlining the Quote-to-Cash process

C. A business process map detailing the existing step-by-step Quote-to-Cash process

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

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.

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.

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.

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.

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.

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 at Universal Containers is writing user stories to support the Salesforce implementation for the sales operations division. There is a request for visibility into the sales reps' pipeline so they can see their revenue.
Which missing component is necessary to finish this user story?

A. When

B. Why

C. Who

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.

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

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.

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.

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

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 (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.

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.

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) 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 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 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

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.

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

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.

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

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

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 (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 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 (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

The business analyst (BA) at Universal Containers is also its primary system admin. The BA knows that version control is mandatory when it comes to releasing.
What is the most efficient process for the BA to track the changes they are committing?

A. Metadata backups

B. DevOps

C. Agile planning

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

The scrum team working on Salesforce projects at Northern Trail Outfitters plans to review the current build with stakeholders to gather feedback. The business analyst will facilitate the meeting.
Which type of meeting should be held?

A. Sprint review

B. Retrospective

C. Daily stand-up

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 wants to build a simple activity capture process for leads. One of the objectives is to minimize technical debt and inherit new features of the Salesforce Platform in future releases.
What should the business analyst recommend to meet the requirements?

A. Standard object for activity capture, Screen Flow user interface

B. Standard object for activity capture, custom Lightning Web Component user interface

C. Custom object for activity capture, custom Lightning Web Component user interface

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

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