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Salesforce Certified Business Analyst Sample Questions:

1. Northern Trail Outfitters wants to reduce the amount of time it takes for customers to receive their orders after making an online purchase.
Which initial steps should the business analyst take to help determine why the order management and fulfillment process is slow?

A) Conduct interviews with stakeholders in the order management and fulfillment departments to identify individual pain points and brainstorm process improvement solutions.
B) Work with stakeholders to identify relevant processes, select a key process with defined start and end points, and collaborate with process owners and users to create a current state process map.
C) Create a process map that includes detailed steps related to order management and fulfillment, analyze the process map for inefficiencies, and present findings to leadership.

2. Universal Containers is implementing a Salesforce solution that's designed to transform its customer service division. During sprint planning, it was determined that the development team would be able to successfully deliver all remaining work items. However, due to unplanned delays, the development team is now at risk of being unable to complete the work items.

The project manager has asked for the business analyst's (BA) help to prioritize the remaining work items.
The development team has 16 hours of capacity remaining and is focused on launching a minimum viable product (MVP) of the customer service solution as soon as possible.
Which work items should the BA prioritize with the remaining 16 hours of development capacity?

A) US-4007 and US-4009
B) US-4009 and US-4010
C) US-4008 and US-4009

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

4. What is the storage of the Developer Pro Sandbox?

A) 300MB
B) 200MB
C) 1GB
D) 2GB

5. 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) End users who are experts in that functionality should participate in UAT.
B) Several teams should be part of UAT to represent multiple viewpoints.
C) Functionality on interconnected objects should be part of UAT.

Solutions: