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Salesforce Certified Business Analyst Sample Questions:

1. Northern Trail Outfitters (NTO) has acquired a competitor. The agreement is to migrate the acquired company into NTG'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, define the intention and audience, conduct user experience research, analyze the research results, and design an improved new user experience.
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, determine company culture, evaluate processes and user experiences, interview stakeholders, and add improvements to the integration roadmap.

2. A business analyst at Universal Containers is converting a requirements document into user stories for upcoming Manufacturing Cloud deployment. The first requirement is "finance needs a time tracking sys containers." Which option best represents the "IF component of the INVEST checklist to make a good user story from this requirement?

A) As a finance user, I want to know how long it takes to assemble a container so I can accurately report on container profitability.
B) As a finance user, I want an Assembly Time field on the container cost record so I can accurately report on container profitability.
C) As a finance user I want a Timesheet object implemented so I can accurately report on container profitability.

3. Universal Containers is nearing the launch date for its new Salesforce Loyalty Management program. The business analyst (BA) has ensured the user acceptance testing (UAT) plan has the proper test scripts.
What is another important item the BA should look for in the UAT plan?

A) Estimated cost
B) Timelines
C) Process maps

4. The business analysis (BA) at Northern Trail Outfitters is assigned to a project to help revamp its Experience Cloud implementation.
When assessing the existing process, which type of diagram should the BA use to identify waste within and between processes?

A) Suppliers, Inputs, Process, Outputs, Customers (SIPOC) Map
B) Detailed Process Map
C) Value Stream Map

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

A) Document the current case assignment process.
B) Migrate from case assignment riles to Omni-Channel.
C) Minimize case escalations to reduce time to resolution.

Solutions: