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Salesforce Certified-Business-Analyst Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: Change Management and Enablement	17%	- Develop change enablement strategies - Identify change impacts and risks - Support adoption and training activities
Topic 2: Requirements Gathering and Management	18%	- Document and manage requirements in version control - Engage stakeholders to elicit, validate and prioritize requirements - Distinguish between scope, requirements and user stories
Topic 3: User Stories and Acceptance Criteria	18%	- Document and maintain user stories - Write clear, testable acceptance criteria - Define components of effective user stories
Topic 4: Customer Discovery	17%	- Document business processes and scope - Understand BA roles across implementation lifecycle - Define project scope based on business strategies, goals and challenges - Assess current state of existing products and processes
Topic 5: Development Support and User Acceptance	12%	- Plan and execute user acceptance testing - Support solution development and clarify requirements - Validate solution against requirements
Topic 6: Solution Design and Documentation	18%	- Create functional specifications and design documents - Translate requirements into Salesforce solution design - Map business processes to Salesforce capabilities

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Salesforce Certified Business Analyst Exam Certified-Business-Analyst Prüfungsfragen mit Lösungen (Q274-Q279):

274. Frage
Northern Trail Outfitters (NTO) is working with an implementation partner to transform its customer support team with Service Cloud. A new business analyst (BA) who is a replacement from the partner was introduced to NTO stakeholders during the discovery phase of the project. The new BA is still getting to know each of the stakeholders when they start the requirements workshop. The BA asks a stakeholder a discovery question and they seem irritated.
What should the BA do to build trust with the stakeholder as the project continues?

A. Ask an executive sponsor to address the stakeholder's concerns.
B. Reset project expectations at the next meeting with the stakeholder.
C. Set up a casual meeting to create a personal connection with the stakeholder.

Antwort: A

275. Frage
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?

A. Administrator
B. Support manager
C. Customer

Antwort: C

Begründung:
A user story is a short, simple description of a feature told from the perspective of the person who desires the new capability, usually a user or customer of the system1. The BA should write this user story for the customer persona, since they are the ones who want to locate purchase information for their online orders. The administrator and the support manager are not the intended users of this feature, and their needs may differ from the customer's. References: 1: User Stories

276. Frage
Universal Containers has kicked off a project focused on transforming its customer service department using Service Cloud. During onboarding, the project manager shared the following process maps with the business analyst (BA):
Case Creation
* Case Triage
* Case Assignment
* Case Management
* Case Closure
Which key attributes should the BA look for when reviewing the process maps?

A. Audiences, scope, inputs, outputs, and resources
B. Cost, timeline, risks, requirements, and opportunities
C. Case sources, types, volumes, priorities, and reasons

Antwort: A

Begründung:
This answer lists audiences, scope, inputs, outputs, and resources as the key attributes that the BA should look for when reviewing the process maps. These attributes help to define and understand a business process, and identify its purpose, boundaries, stakeholders, data, and resources. These attributes also help to evaluate the effectiveness and efficiency of a business process, and identify areas for improvement or optimization.
References:
https://trailhead.salesforce.com/en/content/learn/modules/salesforce-business-analyst-quick-look/use-process-ma

277. Frage
A business analyst (BA) is working with the support team at Cloud Kicks (CK) on a Service Cloud implementation. The BA has decided to create a process map to understand CK's current merchandise return process.
What are the top three benefits of creating a process map?

A. Engages stakeholders, identifies improvements, and starts the change process
B. Identifies improvements, decreases project costs, and starts the change process
C. Builds accountability, increases revenue, and decreases overall time spent on requirements

Antwort: B

278. Frage
Over the past month, a business analyst (BA) has worked with various stakeholders at Cloud Kicks to document requirements for an upcoming Tableau implementation. A stakeholder suggested a revision to the requirements. The BA sent the updated requirements to the stakeholders and they signed off.
Where should the BA track this milestone?

A. Change log
B. Sprint plan
C. Statement of work

Antwort: C

279. Frage
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