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This series includes important questions that cover all the topics you’ll need to know for the exam. You’ll get to practice and test your understanding of things like data, automation, and how to solve problems using Salesforce. Whether you’re new to Salesforce or already know a bit, these questions will help you feel confident and ready for the certification test.
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Salesforce Business Analyst Certification Exam Practice Questions
Question: 1
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. Cross-functional flowchart
B. Entity Relationship Diagram (ERD)
C. Universal Process Notation (UPN)
Answer: C
Question: 2
Universal Containers has asked a business analyst (BA) to create a process map indicating how it is using Marketing Cloud to manage its campaigns. In a process map that uses Universal Process Notation (UPN), the BA has marked each activity box with a resource. What does an activity box marked “C Customer’ mean?
A. The customer should be responsible.
B. The customer should be informed.
C. The customer should be consulted.
Answer: C
Question: 3
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. Use UC’s existing terminology.
B. Adhere to agreed upon mapping standards.
C. Identify resources engaged in each step.
Answer: B
Question: 4
The business analyst (BA) at Northern Trail Outfitters needs to create a current state process map for a Service Cloud implementation with its retail division. The BA needs a simple diagramming notation for the process map that is applicable across all industries, provides context for metrics and management decisions, and supports regulatory considerations. Which diagramming notation should the BA use for the process map?
A. Business Process Modeling Notation (BPMN)
B. Universal Process Notation (UPN)
C. Unified Modeling Language (UML)
Answer: B
Question: 5
At the start of a new Agile development project, the Universal Containers’ product owner asked the business analyst (BA) to clearly define the intended results of the work based on stakeholder needs.
The development and implementation teams will use the intended results to plan product decisions.
The definition should avoid assumptions and focus on stakeholder value. Which element should the BA choose to define the intended results?
A. Requirements
B. User stories C. Epics
Answer: B
Question: 6
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.
Answer: B
Question: 7
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. .
Answer: A
Question: 8
The North American (NA) sales team wants to add a set of new fields and delete several fields from the Account object. During requirements gathering, the business analyst (BA) discovers the fields are actively being used by the EMEA team. Which step should the BA take next?
A. Refine the requirements to accommodate, both teams.
B. Focus on the NA team’s requirements.
C. Start another project to address the EMEA team’s requirements.
Answer: A
Question: 9
Universal Containers wants to integrate its Salesforce org with the largest online professional network so its sales reps can view information directly on Salesforce records. The business analyst will write acceptance criteria for this scenario.
What is an example of good acceptance criteria?
A. A sales rep can view current information directly in the Lead and Contact records.
B. A sales rep needs to have the CRM widget installed in the Lead and Contact Record Page Layout.
C. Install a CRM widget to allow sales reps to view information in the Lead and Contact records.
Answer: A
Question: 10
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. Proceed with the sales team’s project as planned.
B. Start project work for the operations team.
C. Include the operations team during discovery.
Answer: C
Question: 11
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. Business leaders, middle management, and end users
B. Senior leadership, IT leadership, and middle management
C. Executive sponsors, IT leadership, and end users
Answer: B
Question: 12
The Salesforce development team is strictly following scrum to govern its releases. An executive trying to plan a vacation wants to know when work on the feature will begin so they can be available for additional implementation questions. After consulting with the product owner, the business analyst (BA) learns the team has decided to adopt Kanban instead for all future releases. What should the BA tell the executive?
A. Work will begin after executive approval is given.
B. Work will begin in the next sprint.
C. Work will begin when capacity becomes available
Answer: C
Question: 13
Cloud Kicks has moved into the quality assurance (QA) phase of Salesforce product configuration and extension. The QA team is now trying to confirm it has delivered value to stakeholders based on business requirements. The team is asking questions such as, “Did we build the right product?” and
“Did we build the product right?”
Which element should the business analyst use to help the QA team validate that the product fulfilled the requirements without ambiguity?
A. Process maps
B. User stories
C. Acceptance criteria
Answer: C
Question: 14
Northern Trail Outfitters (NTO) is undergoing a Salesforce implementation for Service Cloud. The busjpess analyst is currency working with the development team as they build features in the sandbox. NTO wants to test these features before the changes are deployed to the production environment.
As part of the Application lifecycle Management (ALM) process, which three development models does Salesforce support?
A. Change Set Development, Org Development, Package Development
B. Rapid Application Development, Org Development Package Development
C. Salesforce DX, Flow Builder, Rapid Application Development
Answer: A
Question: 15
The business analyst (BA) at Northern Trail Outfitters is writing user stories about a Case creation feature within Service Cloud for an upcoming sprint. This feature overlaps with another feature that is being developed in the current sprint. The BA is working with the technical team to identify metadata dependencies across features to prevent overwriting before the release. What should the BA use?
A. Setup Audit Trail
B. Change Sets
C. Version control
Answer: C
Question: 16
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 clearly 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.
Answer: C
Question: 17
A business analyst (BA) at Northern Trail Outfitters was asked to create a new user story for a Sales Cloud update requested by the inside sales team. The BA created the following story:
“As a user, I need visibility to customers’ purchase history details so I can increase efficiencies and improve closure rates by better tailoring sales offerings.” Which mistake did the BA make when creating this story?
A. The goal is undefined.
B. The persona is undefined.
C. The need is undefined.
Answer: B
Question: 18
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 personal perspective for acceptance criteria and the overall perspective for definition of done.
B. Create one consolidated set of documentation as the two terms are synonymous and used interchangeably.
C. Include the overall perspective for acceptance criteria and the persona’s perspective for definition of done.
Answer: A
Question: 19
Northern Trail Outfitters (NTO) has completed a project with a third-party event organization platform to enhance its MVP Experience Site. Many features were left in the project backlog. NTO’s IT team is beginning a new phase of work on the Experience Site to build additional features requested by business stakeholders and wants to include the items that were left in the backlog in the first phase.
How should the business analyst coordinate the user stories to most efficiently manage the new project timeline?
A. Include existing and new user stories to be completed within the duration of the project. Hire additional developers to accommodate both work streams to prevent delays within the schedule sprints.
B. Reprioritize existing and new user storks to place the stories into each sprint of the project. Return
an equivalent: amount of lower priority work to the project backlog,
C. Prioritize user stories for the new enhancements for the initial sprints of the project to accommodate business stakeholder requests. Complete existing user stories in the final sprint of the project.
Answer: B
Question: 20
The business analyst at Cloud Kicks is using a checklist to assess the quality of user stones for an upcoming Experience Cloud implementation. Which characteristics make a user story successful?
A. Clean Direct, Concise, Cross Functional, Configurable
B. Actionable., Concise, Testable, Solution-oriented, Defined
C. Independent, Negotiable, Valuable, Estimable. Small, Testable
Answer: C
Must Visit:-
- Salesforce Certified Administrator Questions | Updated (Part-1)
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Resources
- [Salesforce Trailhead] (https://trailhead.salesforce.com/)
- [Salesforce Developer] (https://developer.salesforce.com/)
- [Salesforce Success Community] (https://success.salesforce.com/)
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