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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: User Stories and Acceptance Criteria | 18% | - Write clear, testable acceptance criteria - Define components of effective user stories - Document and maintain user stories |
| Topic 2: Requirements Gathering and Management | 18% | - Engage stakeholders to elicit, validate and prioritize requirements - Document and manage requirements in version control - Distinguish between scope, requirements and user stories |
| Topic 3: Solution Design and Documentation | 18% | - Translate requirements into Salesforce solution design - Map business processes to Salesforce capabilities - Create functional specifications and design documents |
| Topic 4: Development Support and User Acceptance | 12% | - Validate solution against requirements - Plan and execute user acceptance testing - Support solution development and clarify requirements |
| Topic 5: Customer Discovery | 17% | - Understand BA roles across implementation lifecycle - Define project scope based on business strategies, goals and challenges - Document business processes and scope - Assess current state of existing products and processes |
| Topic 6: Change Management and Enablement | 17% | - Develop change enablement strategies - Support adoption and training activities - Identify change impacts and risks |
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NEW QUESTION # 29
Universal Containers is implementing a Salesforce solution that's designed to transform its customer service division. During sprint planning, it was determined that the development team would be able to successfully deliver all remaining work items. However, due to unplanned delays, the development team is now at risk of being unable to complete the work items.
The project manager has asked for the business analyst's (BA) help to prioritize the remaining work items. The development team has 16 hours of capacity remaining and is focused on launching a minimum viable product (MVP) of the customer service solution as soon as possible.
Which work items should the BA prioritize with the remaining 16 hours of development capacity?
US-4008 and US-4009
Answer: A
NEW QUESTION # 30
Northern Trail Outfitters is starting a project to implement Service Cloud for the customer service department.
Which activity should be handled by a business analyst assigned to this project?
Answer: B
Explanation:
A business analyst assigned to a Service Cloud project should understand the current business processes and document the existing functionality of the customer service department. This will help them identify the gaps, pain points, and opportunities for improvement. Working with Salesforce to purchase the necessary licenses is a task for the project manager or sponsor. Managing existing Salesforce applications and activities is a task for the administrator or developer. References: https://trailhead.salesforce.com/content/learn/modules
/salesforce-business-analyst-certification-prep/customer-discovery https://trailhead.salesforce.com/content
/learn/modules/salesforce-business-analyst-certification-prep/business-process-mapping
NEW QUESTION # 31
Cloud Kicks is planning to create a new Service Cloud console app for its services team to resolve issues with delayed shipments to customers. The business analyst (BA) wrote the user stories based on a written list of requirements provided by the manager of the services team. Upon stakeholder review with the entire services team, many of the user stories were rejected and the BA had to revise them.
When the BA wrote the initial user stories, what was the likely cause of the issue?
Answer: C
Explanation:
The likely cause of the issue was that the project team failed to discuss the user stories as a group before writing them. This could lead to misunderstandings, misalignment, or missing information among the stakeholders and the business analyst. The best practice for writing user stories is to collaborate with all relevant stakeholders and use techniques such as brainstorming, story mapping, or story splitting to elicit and prioritize user needs. The user stories should also be validated and reviewed by all stakeholders before finalizing them. The user stories focusing on well-defined personas is not a likely cause of the issue because personas are useful tools to represent different types of users and their goals, needs, and pain points. The acceptance criteria of the user stories being too specific is not a likely cause of the issue because acceptance criteria are statements that define how to verify that a user story is completed and meets the user's expectations. References: 1 https://trailhead.salesforce.com/en/content/learn/modules/salesforce-business- analyst-certification-prep/user-stories
NEW QUESTION # 32
A project is in the user acceptance testing phase of a Sales Cloud implementation at Universal Containers. The business analyst (BA) is coordinating the test case execution and supporting the testers. One of the testers fails a test case because they were unable to see a custom field identified in the directions. The BA has reviewed the details of the failed test case and compared the expected outcome to the requirements.
What should the BA do next?
Answer: C
Explanation:
The next thing that the business analyst should do after reviewing the details of the failed test case is to attempt to reproduce the issue. Reproducing an issue means following the same steps or actions that caused the issue to occur in order to verify its existence and severity. Reproducing an issue helps to confirm whether it is a real bug or a human error, as well as gather more information about its root cause, impact, frequency, etc.
Reproducing an issue also helps to document it clearly and accurately for reporting and resolution purposes.
References:
https://trailhead.salesforce.com/content/learn/modules/user-acceptance-testing-video/report-and-resolve-issues
NEW QUESTION # 33
Universal Containers is merging with another company that 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?
Answer: C
Explanation:
Proactively engaging the sales team is crucial for gathering a comprehensive set of requirements:
* Ensuring Inclusivity: All functional teams must provide input for a successful CRM merger.
Salesforce encourages proactive engagement with less responsive stakeholders to ensure all perspectives are considered.
* Addressing Resistance: Direct follow-ups allow the BA to uncover reasons for disengagement and address them effectively.
* Balanced Requirements Gathering: This approach prevents an imbalance in requirements that may lead to solutions favoring one team over another.
NEW QUESTION # 34
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