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Salesforce Certified-Business-Analyst Exam Syllabus Topics:

Section	Weight	Objectives
Development Support and User Acceptance	12%	- Solution validation 1. Support development teams 2. Manage change adoption 3. Coordinate user acceptance testing 4. Validate business outcomes
Collaboration with Stakeholders	23%	- Stakeholder engagement 1. Identify stakeholder roles 2. Prioritize business needs 3. Facilitate communication 4. Manage stakeholder expectations
Business Process Mapping	12%	- Process analysis 1. Manage scope definition 2. Design future-state processes 3. Use process mapping techniques 4. Document current-state processes
Customer Discovery	17%	- Business analyst responsibilities 1. Demonstrate Salesforce capabilities 2. Assess customer environment 3. Identify business objectives 4. Support implementation lifecycle
Requirements	18%	- Requirements management 1. Identify dependencies 2. Validate requirements 3. Manage requirement lifecycle 4. Gather business requirements
User Stories	18%	- Agile documentation 1. Write user stories 2. Define acceptance criteria 3. Support Agile delivery 4. Refine backlog items

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Salesforce Certified Business Analyst Exam Sample Questions (Q186-Q191):

NEW QUESTION # 186
A business analyst (BA) is preparing for user acceptance testing for case management scenarios in Service Cloud.
What should the BA do to help prevent gaps from being discovered after go live?

A. Write test scripts that reflect real life and cover the requirements.
B. Streamline testing by limiting the number of testers involved.
C. Focus more on happy path testing and less on edge case testing.

Answer: A

Explanation:
The business analyst should write test scripts that reflect real life and cover the requirements to help prevent gaps from being discovered after go live. Test scripts are step-by-step instructions on how to execute a test scenario on a specific user or level of access using expected inputs and outputs. Test scripts should reflect real life situations that users may encounter when using the solution in production, such as creating cases, updating records, generating reports, etc. Test scripts should also cover all the requirements that were defined for the project or enhancement, as well as any exceptions or variations that may occur. Writing test scripts that reflect real life and cover the requirements can help ensure that the solution works as intended and meets stakeholder needs. References: https://trailhead.salesforce.com/content/learn/modules/user-acceptance-testing- video/create-test-scripts

NEW QUESTION # 187
Cloud Kicks (CK) has expressed concerns about the distribution process for a new line of shoes, because the company consistently misses its targeted delivery dates. CK asks the business analyst (BA) to uncover the issue and propose a business solution.
What should the BA do next?

A. Explore how retailers similar to CK handle distribution.
B. Shadow an operations team member at the CK distribution facility.
C. Review future state distribution processes for CK.

Answer: B

Explanation:
This answer suggests shadowing as the next step for the BA to uncover the issue and propose a business solution for CK's distribution challenge. Shadowing is a technique where the BA observes how a user performs their tasks in their natural environment. Shadowing helps to gain insights into the user's workflow, challenges, pain points, and opportunities for improvement. References:
https://trailhead.salesforce.com/en/content/learn/modules/salesforce-business-analyst-quick-look/use-shadowing-

NEW QUESTION # 188
A business analyst (BA) at Northern 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?

A. Gap analysis document
B. Numerical framework
C. INVEST checklist

Answer: C

NEW QUESTION # 189
Cloud Kicks has invited stakeholders from multiple departments and roles to participate in its latest Salesforce project. Each stakeholder's experiences 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?

A. 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
B. Encourage leadership to share their vision for the project, and ask the larger team to focus feedback only on the key objectives, pain points, and requirements outlined by leaders
C. Limit participation in key project discovery, requirements, and solutioning meetings to leadership. and engage the larger team to answer questions directly/ related to their roles when needed.

Answer: B

NEW QUESTION # 190
Sales leadership at Cloud Kicks (CK) is concerned about the limited adoption of Salesforce at the company.
CK's Salesforce implementation includes many custom pages. Multiple users have complained about waiting a long time for key functionality to display.
What is the recommended way for a business analyst to understand the opportunities for improvement?

A. Run the Lightning page layout.
B. Enable Debug Logs.
C. Monitor the Lightning Usage App.

Answer: C

Explanation:
The Lightning Usage App provides insights into user behavior and performance issues:
* Identifying Bottlenecks: It highlights slow-loading pages and underused custom components, helping identify the root cause of user frustration.
* Improving Adoption: Insights from the Lightning Usage App inform optimization efforts, ensuring key functionalities are accessible and user-friendly.
* Salesforce Guidance: Salesforce recommends using this tool for performance and adoption monitoring, offering actionable data for system improvements.
By addressing these issues through data-driven analysis, the BA can propose meaningful optimizations to improve adoption and usability.

NEW QUESTION # 191
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