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Salesforce BA-201 Exam Syllabus Topics:

Salesforce Certified Business Analyst Sample Questions:

1. Cloud Kicks is implementing cases to handle its growing volume of customer inquiries. The Business analyst (BA) on the implementation has 2 years of experience with Service Cloud. This is one of the user stories the BA wrote for the implementation:
A customer service representative wants to use Salesforce Macros to update notes and change the case stats to close to reduce the time spent on each case.
Which mistake did the BA make when writing this user story?

A) The story explained the value to the user.
B) The story included feature- specific language.
C) The incorrect persona was used in the story.

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

3. Cloud Kicks (CK) needs to integrate the industry standard due-diligence in its sales process to verify customers in Sales Cloud. CK asks the business analyst (BA) to identify which stage in the sales process the industry standard due-diligence should be embedded.
What should the BA do to meet the requirement?

A) Identify the triggers, locate the stage, and add the standard due-diligence as a subprocess.
B) Develop a process map as a base, work with stakeholders to understand the trigger point, and locate the stage.
C) Locate the stage, add the standard due-diligence as a subprocess, and set the trigger point.

4. Cloud Kicks wants managers to be able to approve time-off requests in Salesforce. A business analyst (BA) wrote the following:
User Story.
"As a manager, I want to communicate the status of time-off requests with employees so that I can increase employee satisfaction.'
* A manager can change the status of the request
* A manager can send a comment to the employee about their request.
* The solution must be intuitive.
Why does the BA need to make a change to improve the user story'?

A) The acceptance criteria is too vague.
B) The user story is too large to test.
C) The acceptance criteria should be solution focused.

5. At Cloud Kicks (CK), the marketing director's management style is results-driven. CK uses scrum methodology when developing improvements to its Salesforce org. The director requests urgent enhancements in the middle of a sprint that require changes by the development team, The director believes their needs are of the highest importance.
What should the business analyst do when disruptions to the project occur?

A) Ask the project manager for an additional resource to implement the new requests.
B) Interpret the requests as guidelines to be used when determining priorities for the upcoming release.
C) Focus on the agreed upon deliverables instead of the new requests to prevent overallocation of resources.

Solutions: