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.

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 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 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

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.

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.

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) 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.

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.

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 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

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.

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 (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 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.

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.

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

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) 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 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

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.

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.

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.

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.

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.

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

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 (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

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

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.

One retail location of Cloud Kicks has been getting complaints from shoppers about being unable to find items in the store. The general manager has asked IT to configure tablets for the sales clerks so they can move freely around the store to assist customers.
The IT team writes a functional requirement:
Tablets running the Salesforce mobile app must allow users to access store inventory records which Include current item count and item location.
Which user story should the business analyst write to describe the functional requirement,

A. As a general manager, I want sales clerks to have tablets so they can help customers find items.

B. As a sales clerk, I want to see item availability and locations to help customers find items.

C. As a customer, I want sales clerks to have access to item availability to help them find items.

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)

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

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.

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.

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

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 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

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.

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.

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

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

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) 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 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.

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 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.

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.

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

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.