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The project manager for Universal Container tells the business analyst (BA) that the
developers on the team are having trouble understanding what to build because the
acceptance criteria for the Sales Cloud user stories are confusing. How should the BA respond to the feedback effectively?
A. Recommend additional training resources. B. Ask for specific examples to review. C. Confirm that best practices are being followed.
Answer: B Explanation: This answer states that asking for specific examples to review is how the BA
should respond to feedback from UC’s project manager who tells the BA that the
developers on the team are having trouble understanding what to build because the
acceptance criteria for the Sales Cloud user stories are confusing. Asking for specific
examples to review means that the BA requests the project manager or the developers to
provide concrete instances or scenarios of where and how the acceptance criteria for the
Sales Cloud user stories are confusing, such as ambiguous, inconsistent, or incomplete
acceptance criteria. Asking for specific examples to review is how the BA should respond
to feedback from UC’s project manager because it helps the BA to clarify and verify the
feedback, and to revise and update the acceptance criteria accordingly.
References:https://trailhead.salesforce.com/en/content/learn/modules/salesforce-businessanalyst-quick-look/use...
Question # 2
After stakeholders formally signed off on requirements, the business analyst (BA) received
numerous emails requesting changes to Salesforce during uses acceptance testing (UAT).
The BA quickly became overwhelmed by the requests and needs a way to organize and
peritonitis them.
What should the BA use to help them organize these requests?
A. Change request log B. Scope statement specification C. Gap analysis document
Answer: A Explanation: This answer states that change request log is what the BA should use to help them organize and prioritize requests for changes to Salesforce during UAT after receiving numerous emails from stakeholders who formally signed off on requirements. Change request log is a document or a file that records and tracks requests for changes to a project or a product, such as adding, modifying, or removing a feature or a functionality. Change request log is what the BA should use to help them organize and prioritize requests for changes to Salesforce during UAT because it helps the BA to manage and monitor the requests for changes, and to evaluate and approve or reject them based on their impact, urgency, or feasibility. References: https://trailhead.salesforce.com/en/content/learn/modules/salesforce-business-analystquick-look/use...
Question # 3
Universal Containers is in the discovery phase of a new Service Cloud project. The lead
business analyst (BA) review user stories written by junior Bas. The lead BA discovers
these user stories are missing details, as how case routing should work. The lead BA asks
the junior Bas to make revisions based on the intended audience for the user stories.
A. End user and development team B. Development and QA teams C. Business user and QA team
Answer: B Explanation:
This answer states that development and QA teams are the intended audience for the user
stories written by junior BAs for developing a solution to help UC track and analyze its
carbon emission in an effort to meet its new initiatives. Development team is a group of
people who are responsible for building, testing, and deploying the solution based on the
user stories. QA team is a group of people who are responsible for verifying, validating, and
ensuring the quality of the solution based on the user stories. Development and QA teams
are the intended audience for the user stories because they need to understand what to
build and how to test the solution, and they need to provide feedback or clarification on the
user stories.
References:https://trailhead.salesforce.com/en/content/learn/modules/salesforce-businessanalyst-quick-look/use...
Question # 4
Cloud Kicks leadership wants to improve the new customer onboarding experience. There
are a number of complex handoffs between teams. Service managers have been tasked
with working with the operating team to improve the handoff between salesforce and
internal systems. The business (BA) wants to break down the onboarding processing and
sub-processes into simpler steps.
What should the BA create to engage stakeholders?
A. Value Stream Map B. Universal Process Notation C. Capability Model
Answer: A Explanation:
This answer states that creating a value stream map is what the BA should do to engage
stakeholders for improving the new customer onboarding experience at Cloud Kicks which
involves complex handoffs between teams. A value stream map is a type of process map
that shows how value flows from a customer request to a product or service delivery across
different teams or departments. Creating a value stream map means that the BA works
with stakeholders from different teams or departments to identify and visualize their inputs,
outputs, activities, roles, etc. related to customer onboarding. Creating a value stream map
is what the BA should do to engage stakeholders for improving customer onboarding
because it helps them to collaborate and communicate their perspectives and expectations,
and to discover and eliminate waste or inefficiencies in customer onboarding.
References:https://trailhead.salesforce.com/en/content/learn/modules/salesforce-businessanalyst-quick-look/use...
Question # 5
Which element of the storytelling process for UX is described here: "A hurdle that makes it
difficult for your heroes to succeed on their journeys."
A. Challenge B. Monster C. Victory D. Helper
Answer: A Explanation: A challenge is an element of the storytelling process for UX that describes a
hurdle that makes it difficult for your heroes to succeed on their journeys. A monster is an
element of the storytelling process for UX that describes a person or thing that causes
problems for your heroes. A victory is an element of the storytelling process for UX that
describes a successful outcome for your heroes. A helper is an element of the storytelling
process for UX that describes a person or thing that assists your heroes along their
journeys. References:https://trailhead.salesforce.com/content/learn/modules/ux-designfundamentals/understand-the-storyte...
Question # 6
The Business analyst (BA) at Universal Container wants to improve the case process in
Salesforce after feedback customer abut resolution time.
The BA tacks the user story, request details, and configuration changes in a repository.
What is a benefit of tracking user stories in this way?
A. Multiple project team members can make and view revisions. B. It links all changes to Salesforce metadata. C. The development team can work parallel on the same requirement.
Answer: A Explanation: This answer states that multiple project team members can make and view revisions is a benefit of tracking user stories in a repository for improving the case process in Salesforce at UC. A repository is a common or central location where documents or files can be stored, accessed, and updated by multiple users or teams. Tracking user stories in a repository means that the BA stores user stories in a repository, such as Jira, Trello, Asana, etc. Multiple project team members can make and view revisions is a benefit of tracking user stories in a repository because it enables collaboration and communication among project team members, and it ensures consistency and accuracy of user stories. References:https://trailhead.salesforce.com/en/content/learn/modules/salesforce-businessanalyst-quick-look/use...
Question # 7
Universal Container wants to implement a solution to help it track and analyze its carbon
emission in an effort to meet its new initiatives. The CEO has reached out to the product
development team for assistance. The business analyst (BA) has begun exploring potential
solutions based on the requirements.
What should the BA do first?
A. Investigate building a custom app. B. Use CRM Anal Analyst actionable insights. C. Review relevant apps on the AppExchange
Answer: C
Explanation: This answer states that reviewing relevant apps on the AppExchange is what
the BA should do first after exploring potential solutions based on the requirements for
helping UC track and analyze its carbon emission in an effort to meet its new initiatives.
AppExchange is a marketplace where customers can find, try, and install apps that extend
Salesforce functionality. Reviewing relevant apps on the AppExchange means that the BA
searches, evaluates, and compares apps that can help UC track and analyze its carbon
emission in an effort to meet its new initiatives, such as Carbon Calculator, Carbon
Tracker, Carbon Footprint, etc. Reviewing relevant apps on the AppExchange is what the
BA should do first after exploring potential solutions because it helps the BA to find existing
solutions that can meet UC’s requirements without building a custom app, and to save
time, cost, and effort.
References:https://trailhead.salesforce.com/en/content/learn/modules/salesforce-businessanalyst-quick-look/use...
Question # 8
The Salesforce project team at Universal Containers is reviewing a backlog of user stories
to add to an sprint. The team is unsure of which story to begin working on.
What should the business analyst do to help with prioritization?
A. Verify acceptance criteria. B. Identify dependent components. C. Delete the definition of done
Answer: B
Question # 9
Universal Containers is integrating its enterprise resource planning (ERP) with Salesforce
to gain inventory visibility for the sales team. One of the user stories for this project is: ‘’As
a sales rep, I want to be able to find containers dose to my customer so I can tell them
which products they can receive quicklyWhich acceptance criteria is most appropriate for this story?
A. Sales rep can see the inventory closest to a customer with a quick action. B. As a sales rep, I see the Inventory closest to a customer. C. Sales rep can see the inventory closest to a customer
Answer: A Explanation:
The acceptance criteria that is most appropriate for this user story is sales rep can see the
inventory closest to a customer with a quick action. Acceptance criteria are specific
conditions or requirements that must be met for a user story to be considered done or
acceptable. Acceptance criteria should be clear, concise, testable, and measurable. Sales
rep can see the inventory closest to a customer with a quick action is an appropriate
acceptance criterion because it specifies what functionality or feature must be delivered
(see the inventory closest to a customer), how it must be delivered (with a quick action),
and who must be able to use it (sales rep). As a sales rep, I see the inventory closest to a
customer is not an appropriate acceptancecriterion because it does not specify how the functionality or feature must be delivered or accessed by the user. It is also redundant with
the user story format of “as a [role], I want [what], so that [why]”. Sales rep can see the
inventory closest to a customer is not an appropriate acceptance criterion because it does
not specify how the functionality or feature must be delivered or accessed by the user. It is
also vague and incomplete as it does not indicate what constitutes “closest” or how it is
measured.
References:https://trailhead.salesforce.com/en/content/learn/modules/salesforce-businessanalyst-certification-...
Question # 10
Universal Containers is working with a business analyst (BA) to develop a solution to help
the marketing department manage lead in Sales Cloud. The current solution meets the requirements, but the marketing team tells the BA they feel it is incomplete.
What is important for the BA to consider when responding to the team’s feedback?
A. Acceptance criteria B. Product limitation C. Intent of both parties
Answer: C Explanation: This answer states that intent of both parties is what is important for the BA
to consider when responding to feedback from UC’s marketing team who feels that their
current solution for managing leads in Sales Cloud is incomplete. Intent of both parties
means that what both UC’s marketing team and UC’s Salesforce team want to achieve or
accomplish by implementing a solution for managing leads in Sales Cloud, such as
increasing lead conversion rate, improving lead quality, enhancing lead tracking, etc. Intent
of both parties is what is important for the BA to consider when responding to feedback
from UC’s marketing team because it helps the BA to align and communicate their goals
and expectations, and to identify and resolve any gaps or issues between them.
References:https://trailhead.salesforce.com/en/content/learn/modules/salesforce-businessanalyst-quick-look/use...
Question # 11
The business analyst (BA) At universal Containers is writing user stories for its Salesforce
Field Service implementation.
What should the BA evaluate to understand the understand the risk level of the user
stories?
A. Scope, resource, and documentation impact B. Team, budget, and timeline impact C. Technical, operational, and regulatory impact
Answer: A
Question # 12
The lead business analyst (BA) at Cloud Kicks is putting together user Stories for the new
sales process that will
be implemented in Sales Cloud. The lead BA is advising junior BAS on how to construct a
user story.
What should the lead BA tell the junior BAs to include in a user story?
A. Include the V2MOM structure B. Include who, What, and why C. Include technical details
Answer: B Explanation:
The lead BA should tell the junior BAs to include who, what, and why in a user story. Who,
what, and why are the essential elements of a user story that define who is requesting a
feature or functionality (the user or persona), what they want to achieve or accomplish (the
goal or value), and why they want it (the reason or benefit). A user story should include
who, what, and why because it helps to:
Clarify the scope, functionality, and quality of the user story Provide a basis for testing and validating the work done
Ensure that it meets the user’s needs and expectations The other options are
either incorrect or irrelevant. Option A is incorrect because V2MOM is a structure
that defines an organization’s vision, values, methods, obstacles, and measures,
not a user story. Option C is incorrect because technical details are not part of
auser story, but rather part of acceptance criteria or design specifications.
References: https://trailhead.salesforce.com/en/content/learn/modules/businessanalysis-user-stories/write-user-...
Question # 13
During a discovery session with several stakeholders from universal Container (UC)
services team, the business analyst (BA) learned that UC recently implemented as Experience Site that allows customers to view Knowledge article and submit cases. The
stakeholders have asked for suggestions to determine if the current solution is adding
value to the business.
What should the BA recommend?
A. Review the services team’s goal’ initiatives, strategies, and obstacles. B. Review the Einstein Article Recommendations feature in the services team’s org. C. Review user stories on the services team’s development backlog.
Answer: A Explanation: This answer states that reviewing the services team’s goals, initiatives,
strategies, and obstacles is what the BA should do to determine if the current solution of
implementing an Experience Site that allows customers to view Knowledge articles and
submit cases is adding value to UC’s business. Goals are what the services team wants to
achieve or accomplish in terms of business outcomes or benefits. Initiatives are what the
services team plans to do or implement to achieve their goals. Strategies are how the
services team executes or delivers their initiatives. Obstacles are what prevents or hinders
the services team from achieving their goals, implementing their initiatives, or executing
their strategies. Reviewing the services team’s goals, initiatives, strategies, and obstacles
means that the BA analyzes and documents these elements related to implementing an
Experience Site that allows customers to view Knowledge articles and submit cases.
Reviewing the services team’s goals, initiatives, strategies, and obstacles is what the BA
should do to determine if the current solution is adding value to UC’s business because it
helps the BA to measure and evaluate the performance and impact of the current solution
against these elements.
References:https://trailhead.salesforce.com/en/content/learn/modules/salesforce-businessanalyst-quick-look/use...
Question # 14
Northern Tail Outfitters has fixed a business analyst (BA to help revamp the order
management process. During the backlog regiment session, the BA discovers the few user
satires are no longer needed.
What should the BA do next?
A. Cancel these user stones and remove them from the backlog. B. Move these user stones to the button of the backlog. C. Review these user stones in the backlog at the next sprint retrospective.
Answer: C Explanation:
This answer states that reviewing these user stories in the backlog at the next sprint
retrospective is what the BA should do next after discovering that a few user stories are no
longer needed for revamping the order management process at NTO. User stories are
short descriptions of a feature or a functionality from a user’s perspective. Backlog is a list
of user stories that need tobe prioritized and completed for a project or a product. Sprint
retrospective is a meeting or a workshop where the project team reviews and reflects on
their performance and progress in the previous sprint. Reviewing these user stories in the
backlog at the next sprint retrospective means that the BA discusses and evaluates these
user stories with the project team to determine if they are still relevant, valuable, or feasible
for revamping the order management process. Reviewing these user stories in the backlog
at the next sprint retrospective is what the BA should do next after discovering that a few
user stories are no longer needed because it helps the BA to update and maintain the
backlog, and to ensure that the user stories align with the project scope and goals.
References:https://trailhead.salesforce.com/en/content/learn/modules/salesforce-businessanalyst-quick-look/use...
Question # 15
Northern Trail Outfitters follows an Agile methodology for its Marketing Cloud projects. The
project team creates several types of documents.
Which document should a business analyst use to. capture the software and behavioral
requirements of the application?
A. Scope statement specification B. Functional requirements specification C. System requirements specification
Answer: B Explanation: A functional requirements specification is a document that describes the software and behavioral requirements of an application, such as what features it should have and how it should behave under different scenarios. It can help communicate the expectations and needs of the stakeholders to the development team. A scope statement
specification is a document that defines the project scope, objectives, deliverables,
assumptions, constraints, and exclusions. It does not describe the software and behavioral
requirements of an application. A system requirements specification is a document that
describes the technical requirements of an application, such as hardware, software,
security, performance, and reliability. It does not describe the software and behavioral
requirements of an application. References: 1
https://trailhead.salesforce.com/en/content/learn/modules/salesforce-business-analystcertification-...
Question # 16
A business analyst (BA) at Cloud Kicks has been tasked with preparing for requirements
gathering workshops .. an upcoming Sales Cloud implementation.
Which documentation is mast beneficial for the BA to define the scope of the project?
A. Detailed Process Map B. Value Stream Map C. Suppliers. Inputs, Process, Outputs, Customers (SIPOC) Map
Answer: C Explanation: The documentation that is most beneficial for the business analyst to define
the scope of the project is a SIPOC (Suppliers, Inputs, Process, Outputs, Customers) Map.
A SIPOC Map is a high-level process map that shows the key elements of a process, such
as the suppliers, inputs, outputs, and customers. A SIPOC Map can help define the scope
and boundaries of a project by identifying what triggers the process, what are the inputs
and outputs of the process, who are involved in or affected by the process, and what are
the expectations or requirements of the process. A SIPOC Map can also help communicate
and validate the scope with stakeholders and sponsors. A detailed process map is not
documentation that is most beneficial for the business analyst to define the scope of the
project. A detailed process map is a diagram that shows the steps, activities, and decisions
involved in a process. A detailed process map can help document existing processes in a
clear and concise way that can be easily understood by anyone involved in the project, but
it does not help define the scope or boundaries of the project. A value stream map is not
documentation that is most beneficial for the business analyst to define the scope of the
project. A value stream map is a diagram that shows the flow of materials and information,
the value-added and non-value-added activities, and the cycle times and wait times
involved in a process. A value stream map can help identify waste, inefficiencies, and
opportunities for improvement within a process, but it does not help define the scope or
boundaries of the project.
References:https://trailhead.salesforce.com/en/content/learn/modules/businessanalyst_skills-strategies/explore...
Question # 17
The business analyst (BA) is preparing for the initial requirements gathering workshops
with Cloud Kicks on a new Sales Cloud project. The BA has identified the stakeholders,
reviewed the project scope, and scheduled each workshop.
Which key steps should the BA take next?
A. Identify persona, document the current state, and purpose the future state. B. Document the current state, offer a survey to stakeholder, and propose the future state. C. Document the current state, email it to attendees with an agenda, and propose the future state.
Answer: A
Explanation:
This answer states that identifying personas, documenting the current state, and proposing
the future state are the key steps that the BA should take next after identifying the
stakeholders, reviewing the project scope, and scheduling each workshop for preparing for
the initial requirements gathering workshops with CK on a new Sales Cloud project.
Personas are fictional characters that represent the typical users or customers of a product
or a service. Current state is how a business process or a system works or operates at
present. Future state is how a business process or a system should work or operate in the
future. Identifying personas, documenting the current state, and proposing the future state
are the key steps that the BA should take next after identifying the stakeholders, reviewing
the project scope, and scheduling each workshop because they help the BA to understand
and empathize with the users or customers of Sales Cloud, to analyze and document the
existing problems or issues with Sales Cloud, and to suggest and validate possible
solutions or improvements for Sales Cloud.
References:https://trailhead.salesforce.com/en/content/learn/modules/salesforce-businessanalyst-quick-look/use...
Question # 18
The business analyst (BA) at Universal Containers is also its primary system admin. The
BA knows that version is mandatory when it comes to releasing.
What is the most efficient process for the BA to track the changes they are committing?
A. Agile planning B. DevOps C. Metadata backups
Answer: B
Question # 19
The business analyst at Northern Trail Outfitters receives a requirement from the CRM
manager to have visibility into their team's queues to monitor open cases.
Which user story meets this requirement?
A. As a CRM manager, I need a record-triggered flow to view my team's work queues so 1
can monitor their open tickets. B. As a CRM manager, I need to see my team’s work queues so I can monitor their open tickets. C. As a user, I need to see case queue to monitor my team's work.
Answer: B
Question # 20
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
