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Salesforce Certified Business Analyst Sample Questions:

1. The VP of customer success at Northern Trail Outfitters wants to implement a new client onboarding process leveraging custom objects and a custom Console Lightning App.
Which approach should a business analyst take to begin this process?

A) Schedule a meeting with stakeholders and create a journey map.
B) Develop the project plan and finalize the release date.
C) Partner with Salesforce account executives to complete discovery.

2. 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) Schedule deployment.
B) Identify power users.
C) Gather business requirements.

3. Universal Containers recently kicked off a project to build an Experience Cloud solution for partners. Partners need to upload their monthly sales reports to this account portal.
Which option should the business analyst use as the functional requirement specification?

A) Partners need to submit monthly sales reports.
B) The portal should allow for partners to upload monthly sales reports.
C) The portal should allow for partners to access monthly sales reports.

4. 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

5. 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.

Solutions: