Are you excited to become a Salesforce Business Analyst? This certification is your chance to show off your skills in understanding business needs and designing smart Salesforce solutions. To help you succeed, we’re offering a free question series for the Salesforce Business Analyst Practice Exam!
Our practice questions cover everything you need to know—gathering requirements, working with stakeholders, creating user stories, and building scalable solutions. The questions are designed for the real exam, so you’ll know exactly what to expect.
Whether you’re just starting or reviewing for the test, this free resource is perfect for everyone who wants to become Salesforce Certified. The best part? It’s completely free! Study at your own pace, revisit tough questions and track your progress as you go.
Start practicing today with our Salesforce Business Analyst Practice Exam question series.
Salesforce Business Analyst Practice Exam Dump Questions and Answers
Question: 1
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. Schedule a one-on-one meeting with the new employee to get an alternative perspective from a beginner’s mind.
B. Acknowledge the new employee’s ideas while making extra effort to reach out to stakeholders who have more industry experience and knowledge.
C. Send a detailed survey to the entire sales team, including the new employee, to understand their needs, expectations, and priorities.
Answer: A
Question: 2
The business analyst (BA) at Universal Containers needs to gather information for their project including the steps a user takes to accomplish a goal, challenges a user faces, people the user interacts with, applications they use to complete the steps, and their level of morale as they move through the process.
Which elicitation technique should the BA use?
A. Journey Mapping
B. Survey /Questionnaire
C. Focus Groups
Answer: A
Question: 3
Universal Containers uses Kanban to complete its Salesforce development. In the middle of a sprint, the sales manager submits an important item to the team. What should the business analyst do next?
A. Ask the team to reprioritize the backlog and work on the item at the top.
B. Ask the team to commit to the work for the next sprint.
C. Ask the team to pivot and complete the work immediately.
Answer: A
Question: 4
The sales team at Universal Containers (UC) has been using multiple tools to track opportunities, leading to inaccurate forecasting and an unclear picture of UC’s sales pipeline. UC has appointed a project team to implement Sales Cloud to help resolve these issues. TTie sales team doubts the new tool will meet their needs and is concerned it will be difficult to use. The business analyst (BA) assigned to the project knows the stakes are high to get the right solution in place.
Using their influence, what should the BA do to gain the necessary buy-in and support from the sales team to ensure a solution meets the requirements?
A. Ask questions to understand their needs and focus on shared goals.
B. Present the pros and cons of the decision by using logic and facts.
C. Demonstrate the BA’s expertise and clearly state the decision is final.
Answer: A
Question: 5
Northern Trail Outfitters (NTO) wants to leverage the power of Sales Cloud to implement its lead to cash process. A business analyst (BA) is tasked with understanding NTO’s current processes, identifying areas of improvement, and communicating it effectively to stakeholders. What should the BA use to accomplish the goal?
A. Business analysis plan
B. Process mapping
C. Change management
Answer: B
Question: 6
Northern Trail Outfitters (NTO) has noticed that many customers are posting to social media about issues they are having with a new product. The services team is looking for easy ways to engage with these customers and resolve their complaints. During the first discovery meeting of the project, the business analyst (BA) hears that the VP of services and support wants to implement Omni-Channel for NTO’s Service Cloud.
What should the BA do first to ensure the ongoing success of the project?
A. Configure a proof-of-concept demo within a sandbox environment to show the pros and cons of the requested solution.
B. Produce a gap analysis document that will show the ways the requested solution can solve the limitations of NTO’s current system.
C. Encourage the project stakeholders to think of various ways to solve cases different before deciding on a specific solution.
Answer: C
Question: 7
An executive at Cloud Kicks has tasked the internal Salesforce staff with the optimization of a very manual process in its Salesforce org,
What should the business analyst do first before a future state is proposed to key stakeholders?
A. Manage project integrations with the technical team.
B. Discuss project trade-offs with the executive sponsor.
C. Hold a kickoff meeting to set expectations with the project team.
Answer: C
Question: 8
Northern Trail Outfitters has a large Salesforce org with sales, marketing, and billing teams pushing for the development of a large number of items in the backlog.
Which management process should the business analyst suggest to help the teams align on their competing priorities?
A. Integrated Definition for Process Description Capture Method (IDEF3)
B. Vision, Values, Methods, Obstacles, and Measures (V2MOM)
C. Business Process Modeling Notation (BPMN)
Answer: B
Question: 9
Northern Trail Outfitters (NTO) is working with an implementation partner to transform its customer support team with Service Cloud. A new business analyst (BA) who is a replacement from the partner was introduced to NTO stakeholders during the discovery phase of the project. The new BA is still getting to know each of the stakeholders when they start the requirements workshop. The BA asks a stakeholder a discovery question and they seem irritated.
What should the BA do to build trust with the stakeholder as the project continues?
A. Set up a casual meeting to create a personal connection with the stakeholder.
B. Reset project expectations at the next meeting with the stakeholder.
C. Ask an executive sponsor to address the stakeholder’s concerns.
Answer: A
Question: 10
Which type of process diagram should the business analyst use at the beginning of a Salesforce project to outline high-level process areas such as “Prospect to Contract?
A. Capability model
B. SIPOC (Suppliers, Inputs, Process, Outputs, Customers)
C. Value stream map
Answer: A
Question: 11
The business analyst (BA) at Cloud Kicks has been interviewing customer service team members who use Service Cloud to understand the steps they take to complete their daily work. The BA is working on a solution to improve their productivity by identifying each step and documenting its purpose. Which type of requirement documentation is the BA using in this scenario?
A. Process mapping
B. Value stream mapping
C. Data modeling
Answer: A
Question: 12
A business analyst (BA) at Northern Trail Outfitters is mapping a workflow process to onboard a new user group to a Service Cloud implementation.
Which level of detail should the BA use for the process map and why?
A. Very detailed—It should be prescriptive for new users following an unfamiliar process.
B. Somewhat detailed—Since the process will be repetitive, new users will learn and remember the details.
C. Simple—A high-level overview of the process is sufficient to show a new user experience.
Answer: B
Question: 13
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. 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.
B. Conduct interviews with stakeholders in the order management and fulfillment departments to identify individual pain points and brainstorm process improvement solutions.
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.
Answer: A
Question: 14
A business analyst has been asked to evaluate all of the reporting tools that Universal Containers (UC) currently uses, including CRM Analytics, to identify gaps and overlaps in functionality. Which tool would help UC understand the existing functionality.
A. Value stream map
B. Capability model
C. Process map
Answer: C
Question: 15
The business analyst is auditing data access by documenting Field-level Security on the Account object in Salesforce.
How do end users participate as stakeholders in data Governance?
A. They export their data back it up locally.
B. They implement their data entry workarounds in the system.
C. They provide valuable feedback on how they use data.
Answer: C
Question: 16
Management at Cloud Kicks has asked a business analyst (BA) to gain alignment from a group of people to determine what is in scope and out of scope on a Salesforce project. Which group should the BA include early in the scoping process?
A. Personas
B. Stakeholders
C. Scrum team
Answer: B
Question: 17
The product development team at Northern Trail Outfitters is creating a process within Salesforce to onboard new retail employees. The business analyst (BA) creates a current state process map by interviewing a few members of the onboarding team using email questionnaires. After presenting the process map to the entire onboarding team, the BA receives feedback that it is incorrect. What should the BA do to provide the product development team with more accurate information about the onboarding team’s process?
A. Meet with key project stakeholders in a live workshop to build consensus on the current and desired onboarding processes.
B. Review survey feedback again to better understand pain points in the existing onboarding process. C. Conduct individual interviews with each team member to gather more information about the existing onboarding process.
Answer: A
Question: 18
The business analyst (BA) at Northern Trail Outfitters is getting ready to kick off a new Service Cloud project with the retail division to turn on the Web-to-Case functionality. The BA wants to better understand business processes so they can accurately scope the project. Which type of documentation should the BA utilize?
A. Current state analysis
B. Object models
C. Use cases
Answer: A
Question: 19
One retail location of Cloud Kicks has been getting complaints from shoppers about being unable to find items in the store. The general manager has asked IT to configure tablets for the sales clerks so they can move freely around the store to assist customers.
The IT team writes a functional requirement:
• Tablets running the Salesforce mobile app must allow users to access store inventory records which include current item count and item location.
Which user story should the business analyst write to describe the functional requirement?
A. As a sales clerk, I want to see item availability and locations to help customers find items.
B. As a general manager, I want sales clerks to have tablets so they can help customers find items.
C. As a customer, I want sales clerks to have access to item availability to help them find items.
Answer: A
Question: 20
The business analyst (BA) at Cloud Kicks is deep in planning activities for its Commerce Cloud implementation project. The project sponsor asks the team to adjust their efforts due to budgetary constraints.
What should the BA do next?
A. Organize requirements.
B. Validate requirements.
C. Prioritize requirements.
Answer: C
Question: 21
A business analyst is working with a new customer on a Sales Cloud implementation. The executive sponsor for the project is new to the company and their role as VP. The sponsor has inherited functional requirements from the previous VP that were gathered 9 months ago. The project start date has yet to be defined. The sponsor wants to use the inherited requirements in lieu of a traditional discovery process.
What is the largest risk with this approach?
A. The previous VP’s requirements fail to meet current formatting standards.
B. The previous VP’s requirements may differ from those of the new executive.
C. The previous VP’s requirements are outside of the Salesforce framework.
Answer: B
Must Visit Links:
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- Salesforce Agentforce in Action: Top Use Cases and Benefits for Smarter Business
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- Salesforce Introduces Agentforce 2.0 | Transforming Business Operations with AI
Resources
- [Salesforce Developer] (https://developer.salesforce.com/)
- [Salesforce Success Community] (https://success.salesforce.com/)
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Mark Jacobes is a seasoned Salesforce expert, passionate about empowering businesses through innovative CRM solutions. With over 6 years of experience in the Salesforce ecosystem, Mark specializes in Salesforce development, integrations, and digital transformation strategies.
As the creator of SalesforceTrail.com, Mark has built a reputation for delivering insightful content that keeps readers ahead of the curve in Salesforce trends, tools, and best practices. His expertise spans various Salesforce platforms, including Sales Cloud, Service Cloud, and Health Cloud, and he stays actively engaged with the Salesforce Trailblazer Community.
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