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Salesforce BA-201 Exam Syllabus Topics:

Salesforce Certified Business Analyst Sample Questions:

1. 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) Produce a gap analysis document that will show the ways the requested solution can solve the limitations of NTO's current system.
B) Encourage the project stakeholders to think of various ways to solve cases different before deciding on a specific solution.
C) Configure a proof-of-concept demo within a sandbox environment to show the pros and cons of the requested solution.

2. 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) Somewhat detailed-Since the process will be repetitive, new users will learn and remember the details.
B) Very detailed-It should be prescriptive for new users following an unfamiliar process.
C) Simple-A high-level overview of the process is sufficient to show a new user experience.

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 pivot and complete the work immediately.
B) Ask the team to commit to the work for the next sprint.
C) Ask the team to reprioritize the backlog and work on the item at the top.

4. Northern Trail Outfitter is eliciting feedback from a small number of key stakeholders within the organization for improvements to the current opportunity pipeline process. One of the stakeholders has a tendency to dominate the conversation which takes the group off topic and interfaces with meeting the objective.
How should the business analyst collaborate with the key stakeholder's?

A) Conduct a focus group to identify pain points.
B) Conduct individual interviews to gather input.
C) Conduct a group brainstorming session to generate ideas.

5. 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) Scope statement specification
B) Gap analysis document
C) Change request log

Solutions: