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Salesforce Certified Business Analyst Sample Questions:

1. 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) Numerical framework
B) Gap analysis document
C) INVEST checklist

2. The business analyst (BA) at Cloud Kicks (CK) has been tasked with optimizing CK's lead process. In the weekly sales meeting, the BA outlines the project and asks for input. A new entry-level employee reaches out multiple times with ideas and suggestions for improvements.
What should the BA do when responding to the new employee's input?

A) Send a detailed survey to the entire sales team, including the new employee, to understand their needs, expectations, and priorities.
B) Acknowledge the new employee's ideas while making extra effort to reach out to stakeholders who have more industry experience and knowledge.
C) Schedule a one-on-one meeting with the new employee to get an alternative perspective from a beginner's mind.

3. Universal Containers has scheduled a meeting with stakeholders, business analysts (BAs), and technical resources to review user stories. A BA reviews the user stories in advance of the meeting and notices that some best practices have been ignored. The first user story is focused on escalating cases in Service Cloud:
"The customer service agent needs the ability to escalate a case so they can assign high-risk cases to tier 2 support for faster resolution." Acceptance Criteria:
1. Add permission set
2. Users can escalate cases
3. Create fields on the Case object
4. Reports
Which best practice was ignored?

A) The ''what'' of the acceptance criteria is negotiable.
B) The "who" of the user story is well-defined.
C) The "why'' of the user story is focused on user needs.

4. Sales leadership at 230Cloud Kicks (CK) is concerned about the limited adoption of Salesforce at the company. Salesforce implementation includes many custom pages. Multiple users have complained about wa.
t.ng a long time for key functionality to display

A) Monitor the Lightning Usage App.
B) Enable Debug Logs.
C) Run the Lightning page layout.

5. A business analyst (BA) at Northern Trail Outfitters (NTO) is assigned to a project to help revamp n process.
The current process used by the sales team is different than the process outlined in NTO's documentation.
Which step should the BA take first?

A) Meet with stakeholders as a group to capture future requirements.
B) Create an Entity Relationship Diagram (ERD) of the current state.
C) Meet with stakeholders as a group to understand the current state.

Solutions: