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Universal Containers (UC) is working with an implementation partner to help it optimize Salesforce. A business analyst (BA) from the partner was introduced to UC stakeholders a few weeks into the project. The BA is getting to know each of the stakeholders by their roles and contributions. However, the BA had one misstep and is slightly embarrassed. What should the BA do to build trust with the stakeholders?. Ask their supervisor for help immediately. Be vulnerable and own their mistake. Promise to work harder to avoid other mistakes.

Cloud Kicks has decided to implement a case management process through Service Cloud. A business analyst (BA) has been tasked with writing requirements for this new feature. Which process should the BA follow to draft and finalize the requirements?. 1. Review information from the discovery. 2. Ask clarifying questions. 3. Draft Requirements. 4. Refine and confirm requirements. 5. Prioritize which requirements will be included in the minimum viable product. 1. Review information from the discovery. 2. Draft requirements. 3. Ask clarifying questions. 4. Draft user stories. 5. Share user stories with the technical team so they can begin building. 1. Review information from the discovery. 2. Ask clarifying questions. 3. Draft requirements. 4. Share requirements with the technical team so they can begin building. 5. Create user acceptance criteria and test cases.

Surveys indicate that visitors to the cloud Kicks’ Experience Cloud site have difficulty locating purchase information for their online orders. A business analyst (BA) is tasked with creating a user story to improve the overall visitor experience when navigating the site. For which persona should the BA write this user story?. Customer service manager. Sales representative. Customer.

When customers have had an issue making an online purchase on the Northern Trail Outfitters (NTO) website, they submitted feedback about the quality of the service provided by the support team. NTO has listened to its customers and wants to make improvements. How should the business analyst guide the conversation with stake holders to identify meaningful process improvements?. Analyze CSAT numbers with stakeholders to identify major pain points. Facilitate workshops with stakeholders to understand priorities. Review support team feedback survey results with stakeholders.

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?. Ask the project sponsor to increase the project budget. Ask the project sponsor to request additional resources. Ask the project manager to re-prioritize requirements.

A business analyst (BA) at Universal Containers is conducting discovery sessions for implementing Experience Cloud. They key stakeholders have been assembled. The user stories have been written. What should the BA do next?. Write the test scripts. Define the acceptance criteria. Plan the sprint schedule.

Universal containers is merging with another company thar uses a different CRM. During requirements workshops, the incoming support team has been proactively sharing ideas, but the incoming sales team has been less engaged. What should the BA do to ensure they are able to gather the necessary requirements?. Shift focus to the support team since they are proactively providing requirements. Continue to requirements workshop and hope the sales team becomes more responsive. Put extra effort into following up with the sales team to get the requirements.

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?. Review the effort and impacts with the service team, and work to align requirements across the teams. Create a gap analysis that shows the difference between the old and new workflows and present it to the service team. Continue with the effort as defined by sales and add a backlog item to review the service impacts to the future.

Universal Containers (UC) has a low adoption rate of its Salesforce solution. UC has hired a new vendor to overhaul its documentation and training process. UC needs a business analyst to facilitate this transition. Which set of actions are the most effective for eliciting business needs from stakeholders?. Mock up a design; build a prototype; demonstrate functionality to end users; and collect feedback for changes. Send surveys to collect feedback; observe end users; whiteboard incoming request; and store communication in a centralized location. Use multiple forms of communication; build trust; show empathy; and get commitment for next steps.

Universal Containers is focused on an initiative to streamline its channel management processes. Due to the level of complexity the business analyst (BA) will gather and document the key points in preparation to build a more detailed process map. Which diagram should the BA use in this case?. SIPOC (Suppliers, Inputs, Process, Outputs and Customers). Capability Model. Value Steam Map.

Cloud Kicks has invited stakeholders from multiple departments and roles to participate in its latest Salesforce project. Each stakeholder’s experience and priorities for the project are different which causes tension within the team and a lack of clarity around project direction. What should the business analyst do to help the team work together more effectively?. Encourage leadership to share their vision for the project and ask the larger team to focus its feedback only on the key objectives, pain points, and requirements outlined by leaders. Limit participation in key project discovery, requirements, and solutioning meetings to leadership, and engage the larger to answer questions directly related to their roles when needed. Lead the stakeholders in creating a team agreement that assigns project roles and outlines how the team will collaborate, disagree, develop trust, and define success.

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. The 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. What should the BA do to gain the necessary buy-in and support from the sales team to ensure a solution meets the requirements?. Present the pros and cons of the decision by using logic and facts. Ask stakeholders to encourage the sales team to support the solution. Ask questions to understand their needs and docus on shared goals.

A business analyst (BA) is in the process of documenting requirements. The BA wrote the following user story: “As a sales team manager, I want the ability to access reports on Sales Cloud so that I can evaluate if the team’s daily activities are meeting the set goals.” Which acceptance criterion is most appropriate for this user story?. Able to monitor the sales team’s performance. Able to view the sales team’s reports. Able to click the Run button on sales reports.

A business analyst (BA) sees that all the acceptance criteria they wrote for an upcoming project go live have passed unit testing. How can the BA support the project to ensure the solution meets the business’s needs before demoing it to the relevant stakeholders?. Help conduct user acceptance testing to make sure the product works smoothly across all business processes. Collaborate with stakeholders to establish a rollout communication and training plan. Prepare documentation to summarize the QA team’s unit test results for the business stakeholders.

Universal Containers has chosen to leverage Experience Cloud to create an engaging site for its customers. The business analyst (BA) leading this project need to validate that the requirements meet the goal. What should the BA do to ensure alignment?. Survey customers to confirm whether the new site meets their requirements. Circulate the requirements to stakeholders, incorporate feedback, and obtain sign-off. Conduct a white boarding session to ensure the requirements are accurate.

Universal Containers has several independent Salesforce projects this quarter involving shared object and a complex deployment process managed by de DevOps team. While smoke testing the shared user acceptance testing (UAT) environment, the business analyst (BA) noticed that one of the mirror changes to the Account page layout for the project is missing. The client is eager to begin its UAT. What should the BA do to address the issue?. Make the page layout change directly in UAT so the client can begin testing. Log a defect for the page layout change and discuss it with the DevOps team. Ask the project manager to reschedule UAT until after the defect is resolved.

Universal Containers is working with a business analyst (BA) to document its lead process. The BA learns that leads come though the main office phone line. The office administrator who answers the phone enters leads directly into Sales Cloud and saves them as new lead records. How should the BA capture this first step using Universal Process Notation?. Office Admin (Image). Incoming Lead Call (Image). Sales Cloud (Image).

The Salesforce project team at Cloud Kicks is about to start a project that crosses sales and service teams. The business analyst (BA) has been tasked with writing user stories with the teams in workshop. What should the BA keep in mind during the process?. User stories encourage iterative development. User stories are fixed upon stakeholder approval. User stories specify which technical components are impacted.

Universal Containers (UC) has brought in a business analyst (BA) to help implement an expensive AppExchange product in its Salesforce org to optimize the sales pipeline. The BA is free to speak to anyone at UC to gather the information they need to ensure success. The BA decides to speak to the stakeholders who are most impacted. Which key stakeholder(s) should the BA speak to first?. Sales users. VP of Sales. Customers.

Northern Trail Outfitters (NTO) wants to address a recent group of complaints it received from the service team. The NTO Salesforce team was alerted that the current routing process is preventing cases from reaching the correct service team without manual intervention. Which action should the business analyst take to best understand and document the gaps in the current process and recommend a future state?. Engage in a live process modeling exercise with the service team. Organize a brainstorming session with service team leadership. Review individual surveys and questionnaires from the service team.

A business analyst (BA) is reviewing the risks associated with a proposed solution leveraging Cases and Support Queues, and the effect that those risks might have on the project timeline. Which type of analysis is the BA performing?. Stakeholder Analysis. Enterprise Analysis. Strategy Analysis.

During the discovery phase of a Sales Cloud project at Cloud Kicks, the business analyst (BA) gathers information about the current sales process to uncover potential areas of improvement. The VP of sales has been collecting data from their sales team but is unsure which numbers are truly relevant indicator of the team’s success. Which benchmark should the BA recommend as an effective way to measure the team’s success?. Average revenue per account. Number of outbound calls per hour. First contact resolution rate.

The business analyst (BA) at Cloud Kicks is having a hard time documenting a user story to change an existing Opportunity flow for sales users. Which best practice should the BA follow?. Write the user story without making any assumptions about how it will be implemented ot which components are affected. Schedule additional discovery sessions with the sales users to understand what will be impacted by the changes. Ask the development team to investigate and document all affected components before the story can be written.

During a discovery session with several stakeholders from Universal Containers (UC) services team, the business analyst (BA) learned that UC recently implemented an Experience Site that allows customers to view Knowledge articles 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?. Review user stories on the service team’s development backlog. Review the service team’s goals, initiatives, strategies, and obstacles. Review the Einstein Article recommendations feature in the services team’s org.

At the start of the new agile development project, the Universal Containers product owner asked the business analyst 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?. User stories. Requirements. Epics.

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?. 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. Reprioritize existing and new user stories to place the stories into each sprint of the project. Return and equivalent amount of lower priority work to the project backlog. 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 scheduled sprints.

Universal Containers wants the ability to fill out a survey based on customer feedback. The team is unable to visualize a possible solution in order to confirm the requirements. Which elicitation technique should the business analyst use to help the team meet its goal?. Prototyping. Observation. Brainstorming.

The project manager for a new project at Northern Trail Outfitters (NTO) wants the business analyst 8ba9 to obtain alignment on goals and strategies across NTO’s organizations. Using NTO’s documentation, the BA begins to understand NTO’s strategies but needs more information. Which methodology should help the BA obtain the required information?. V2MOM (Vision, Values, Methods, Obstacles, Measures). RACI (Responsible, Accountable, Consulted, Informed). SMART (Specific, Measurable, Achievable, Relevant, Time-bound).

A business analyst is gathering requirements for an automation that triggers tasks when an opportunity status changes. The requirement is that the system must alert the finance team when an opportunity is won. What is an example of a well-written user story in this scenario?. As a finance team member, I need to know when an opportunity is won so that I can set up a billing account and update the account number. As the system, It need to alert the finance team when an opportunity is won so they can set up a billing account and update the account number. As an opportunity is won, a task must be created for the finance team to set up a billing account and update the account number.

The business analyst (BA) at Universal Containers need 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?. Journey Mapping. Focus Groups. Survey/Questionnaire.

A business analyst (BA) at Universal Containers (UC) has been asked to improve the user experience (UX) of marketing employees who manage webinar data. The chief marketing officer (CMO) thinks the UX issues are related to standard Salesforce Campaign functionality that misaligns with UC’s business requirements. The BA surveyed the marketing group about their pain points and was surprised to discover that their concerned differ from the CMO’s theory about issues with the UC of Campaigns in Salesforce. Which influencing style should the BA use when presenting their findings to the CMO and other stakeholders?. Inspiring. Analytical. Accommodating.

The finance team is rolling out a new sales process in Sales Cloud for opportunities that are Closed/Won. After meeting with the team, a business analyst (BA) realizes that several requirements for the new process will need further refinement. What should the BA use to keep track of changes to the process documents?. Audit log. User story. Version control.

An external business analyst (BA) has been brought in to work on a Sales Cloud project for Universal Containers (UC). UC’s in house BA has created epics and user stories, but the external BA notices that one story appears to be written incorrectly. How should the BA revise the statement bellow in the correct user story format? “Sales reps need to track their pipeline in Salesforce”. As a sales representative, I want to be able to track my opportunities in Salesforce so that we can forecast accurately. As a sales representative, I am able to track my opportunities in Salesforce. I want to be able to track my opportunities in Salesforce so I can give my manager an accurate forecast.

A business analyst captures the following for a user story about case reassignment in Service Cloud. - A service manager can click a Reassign button that changes the owner field of the case. - A service manager is able to reassign cases as part of the mobile experience. - Reassignment functionality can be used on cases that have been auto-reassigned. - Service reps are unable to reassign cases. Which mistake was made?. The criteria are aligned with the user’s goal. The criteria include solution information. The criteria are large and cannot be tested.

Cloud Kicks wants to assess the efficiency of its Sales Cloud solution to eliminate unnecessary steps and cut costs. A business analyst (BA) will give a presentation to executives to help them understand the current state and define the future state. Which document should the BA use for the presentation?. A collection of use cases. A persona journey map. A business process model.

A new employee at Universal Containers just sent the business analyst (BA) a Slack message with an attachment named User_Stories_v37_final_final_final.docx. which best practice should the BA trail the employee on first?. Use a version control repository. Use acceptance criteria to define success. Use standard naming conventions.

The sales team at Universal Containers has concerns that the process for distributing new leads is too slow. The VP of sales has engaged a business analyst (BA) to help map out a process to distribute new leads quickly. The BA sets up a meeting with stakeholders and learns a stakeholder already has a solution in mid. What should the BA do next?. Prototype the solution now to save time in the planning phase. Ask the stakeholder to document their solution for the project team. Gather requirements and then note the proposed solution.

During the discovery phase of a Salesforce project, which types of analyses should a business analyst typically perform?. Financial, Strategy, Operational. Technical, Stakeholder, Enterprise. Enterprise, Strategy, Stakeholder.

Cloud Kicks will launch a new customer experience portal. During discussions with the VP of customer service, a business analyst (BA) recorded the following: - All logins must use multi-factor authentication (MFA). - Portal pages should load within 2 seconds. How should the BA document the items?. Non-Functional requirements. User Story. Functional requirements.

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?. Start project work for the operations team. Include the operations team during discovery. Proceed with the sales team’s project as planned.

Northern Trail Outfitters (NTO) has noticed that many customers are posting to social media about issues they are having with a new project. 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?. Configure a proof-of-concept demo within a sandbox environment to show the pros and cons of the requested solution. Encourage the project stakeholders to think of various ways to solve cases differently before deciding on a specific solution. Product a gap analysis document that will show the ways the requested solution can solve the limitations of NTO’s current system.

The operations team at Universal Containers is developing a new inventory forecasting application available on its Experience Cloud site. Management wants to identify key external stakeholders to assist with determining project priorities. Which external stakeholders should the business analyst recommend?. Buyers and customers. Third-party vendors. Governing bodies.

Cloud Kicks (CK) wants to incorporate a credit check process to verify prospects in Sales Cloud. CK asks the business analyst (BA) to identify which stage of the sales process that the credit check should be embedded. What should the BA do to meet the requirement?. Create a process map. Create a capability model. Create a value stream map.

A lead business analyst (BA) for a Service Cloud implementation at Universal Containers has a strict deadline. Both the client’s executive team and the project manager are eager to complete the discovery phase of the project and begin development. What are the key activities that the BA must complete prior to beginning development?. Eliciting requirements, analyzing requirements, facilitating solutions, implementing solutions. Eliciting requirements, documenting requirements, analyzing information, facilitating solutions. Eliciting requirements, writing user stories, implementing solutions, testing solutions.

The leadership team at Universal Containers (UC) is focused on customer retention. The business analyst (BA) has been asked to implement a new customer for life program on the Salesforce Platform. Before they can move forward, they need to understand the lifecycle of the related interactions that UC has with its customers. Which type of sessions should the BA perform?. Developing Personas. Journey Mapping. Requirements Gathering.

A business analyst (BA) at Northern Trail Outfitters (NTO) is assigned to a project to help revamp NTO’s sales process. The current process used by the sales team is different than the process outlined in NTO’s documentation. Which step should the BA take first?. Meet with stakeholders as a group to understand the current state. Map the future state business process. Create an Entity Relationship Diagram (ERD) of the current state.

Sprint 1 of 5 has been completed in a Sales Cloud implementation. The business analyst )BA) met with the stakeholders to prioritize the backlog for the next sprint. One of the stakeholders wants to include a medium-priority item. There is still a list of high-priority items that need to be addressed. How should the BA communicate with the stakeholder?. Verify why the item is medium-priority, explain the reason, and determine if the item priority was misjudged compared to other items. Support the stakeholders in this decision, move the medium-priority item to the next sprint, and inform the development team. Schedule a meeting to discuss the importance of the item, then re-evaluate all the items and their priority.

Cloud Kicks wants managers to be able to approve time-off request 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 increate employee satisfaction.” Acceptance Criteria - 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?. The user story is too large to test. The acceptance criteria is too vague. The acceptance criteria should be solution focused.

Northern Trail Outfitters is setting up a new team to support an implementation of Service Cloud and is considering which workflow to use. In which scenario should the business analyst recommend Kanban?. Work is generally project-based and can be broken into smaller pieces. Work includes platform support requiring immediate outage handling. Work is predictable but sometimes lacks sufficient planning.

A business analyst (BA) at Universal Containers had a meeting with sales and service reps to gather requirements around contact management for a new Salesforce implementation. A sales reps wants a place to capture the names of the contact’s spouse and children to help build the relationship. The BA writes the following user story: “As a user, I need to be able to record a contact’s title and role as separate data points so that I know who to address for various needs of the account” Who should be listed as the persona?. Sales rep. Contact. Service rep.

The Salesforce delivery team at Cloud Kicks consistently has user stories that developers start but are unable to complete during each sprint. During the most recent retrospective, the development team expressed that they are running out of time to complete the stories. The team used the INVEST checklist to diagnose why these stories are incomplete at the end of the sprint. Which checklist item is the most likely reason why the stories are incomplete at the close of the sprint?. Valuable. Small. Negotiable.

Northern Trail Outfitters has gone through significant growth, moved several business units into Salesforce, and added hundreds of users. Which key principle should a business analyst follow to help prioritize feature request from various business units?. Define roles, responsibilities, and process. Give priority to the earliest requested dates. Find and install a backlog grooming app from AppExchange.

Universal Containers has a Salesforce Knowledge base solution; however, the support agents have indicated that the system has duplicate Knowledge articles. The agents have requested a feature that allows them to compare articles side-by-side and merge articles. While researching solutions options, the business analyst (BA) noticed an idea in the Salesforce IdeaExchange that directly addresses this requirement. The idea is in beta-testing and will be generally available in the next release. What should the BA suggest?. Ask the Salesforce account executive for access to a pre-release org. Ask the support manager to wait until the idea is released. Ask the development team to build a custom solution based on the idea.

Universal Containers is working with a business analyst (BA) to develop a solution to help the marketing department manage leads 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 marketing team’s feedback?. Acceptance criteria. Intent of both parties. Product limitations.

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 assists 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?. As a general manager, I want sales clerks to have tablets so that they can help customers find items. As a sales clerk, I want to see item availability and locations so that I can help customers find items. As a sales clerk, I want to have a tablet so that I can help customers find items.

A business analyst (BA) at Northem Trail Outfitters is assigned to a project to help revamp the case management process. The BA has gathered requirements and finished the first draft of user stories. What should the BA use to assess the quality of a user story?. Numerical framework. INVEST checklist. GAP analysis document.

Universal Containers recently launched a solution that leverages Service Cloud for its North America (NA) customer support team. Planning has started for the second phase of the project which will expand the solution to include the Asia Pacific (APAC) customer support team. The APAC leadership team has indicated that its processes are similar to the NA team. The APAC team wants to see the high-level process areas that were used for the NA team so it can scope the key priorities for the overall business. The business analyst (BA) has scheduled a meeting with the APAC team. Which action should the BA take during the meeting?. Demo the end-to-end solution from the NA implementation. Share individual user stories from the NA implementation. Review the capability model from the NA implementation.

The sales teams at Universal Containers (UC) want to add a custom field to a page layout. The IT manager reminds the business analyst (BA) that UC uses the Application Lifecycle Management (ALM) process. The addition of the custom fields and subsequent release to everyone in the organization must follow this process. What is the first step in the ALM process that should be taken?. Obtain a change order from the customer. Gather requirements and analyze them. Add a custom field to the page layout in a sandbox.

After stakeholders formally signed off on requirements, the business analyst (BA) received numerous email requesting changes to Salesforce during user acceptance testing (UAT). The BA quickly became overwhelmed by the requests and needs a way to organize and prioritize them. What should the BA use to help them organize these requests?. Change request log. Scope statement specification. Gap analysis document.

A business analyst (BA) is creating a business process flowchart to review with a customer service team that is using Service Cloud. The team is organized by the products and the regions they support. What should the BA include in the business process flowchart?. Capture decision steps and different outcomes. Reference the resources and attachments. Illustrate which fields are integrated with an external system.

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?. The customer should be consulted. The customer should be responsible. The customer should be informed.

Northern Trail Outfitters is undergoing a Service Cloud implementation and has decided to use the Scrum methodology for the implementation. A business analyst (BA) received an urgent, high-priority change request in the middle of a sprint. Which step should the BA take next?. Add the change request to the backlog to be prioritized for the next sprint. Begin working on the change request as soon as the team has capacity. De-prioritize some user stories and add the change request to the current sprint.

Cloud Kicks (CK) is planning a project to optimize its lead to cash process. CK needs to analyze data and draw business insights, understand business processes, and guide the business to the best implementation for the project. Which role does CK need?. Solution Architect. Salesforce Administrator. Business Analyst.

Cloud Kicks is conducting sprint planning for an Experience Cloud user portal project. The focus for this sprint is on the minimum viable product. Which requirement should the business analyst prioritize?. Items that are crucial to the business. Items that are the easiest to implement. Items that are user-friendly features.

Universal Containers is nearing the launch date for its new Salesforce Loyalty Management program. The business analyst (BA) has ensured the user acceptance testing (UAT) plan has the proper test scripts. What is another important item the BA should look for in the UAT plan?. Estimated cost. Timelines. Process maps.