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Salesforce Certified-Business-Analyst Exam Syllabus Topics:

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

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Salesforce Certified Business Analyst Exam Sample Questions (Q304-Q309):

NEW QUESTION # 304
Northern Trail Outfitters (NTO) has acquired a competitor. The agreement is to migratethe acquired company into NTG'sTechnological Platforms. One of its challenges is to offer a unified customer experience while strengthening the relationship with its customers. The business analyst (BA) has been asked to translate the business objectives and assemble an improved and standard customer experience.
Which strategy should the BA use to accomplish the goal?

A. Understand business objectives, determine company culture, evaluate processes and user experiences, interview stakeholders, and add improvements to the integration roadmap.
B. Understand business objectives, define the intention and audience, conduct user experience research, analyze the research results, and design an improved new user experience.
C. Understand business objectives, define the intention and audience, lead a journey mapping workshop, find opportunities for improvement, and update thejourney map.

Answer: B

NEW QUESTION # 305
Which tool is used to create reports, incorporate filters and select the Report Type?

A. Data Loader
B. Report Composer
C. Report Builder
D. A csv file that will then get imported.

Answer: C

NEW QUESTION # 306
The sales team recently received training on a new sales methodology. When viewing an Opportunity in Sales Cloud, the sales manager wants the sales cycle to include new stages in addition to multiple custom fields. The business analyst is starting to construct user stories to support the new process.
What should each user story include?

A. Who, what, and why
B. Who, where, and how
C. Value, purpose, and need

Answer: B

NEW QUESTION # 307
The business analyst (BA) on the Salesforce development team at Northern Trail Outfitters is leading a requirements elicitation workshop about the process for onboarding new wholesale partners. While whiteboarding the process, one stakeholder continuously interrupts and points out inefficiencies with invoicing and delivery processes.
What should the BA do to prevent the session from being derailed?

A. Shift the conversation from onboarding to the stakeholder's concerns.
B. Ask the stakeholder to focus on the onboarding process.
C. Add the stakeholder's concerns to a "parking lot" for further discussion.

Answer: C

Explanation:
Explanation
The best practice for preventing a session from being derailed by an off-topic stakeholder is to use a "parking lot" technique. A parking lot is a list of topics or issues that are not relevant to the current session but may need further discussion or resolution later. The BA should add the stakeholder's concerns to a parking lot for further discussion, and acknowledge that they are important but out of scope for the current session. This way, the BA can keep the session focused on the onboarding process and avoid wasting time or losing engagement from other stakeholders. References:
https://trailhead.salesforce.com/en/content/learn/modules/business-analysis-process-mapping/plan-and-facilitate-

NEW QUESTION # 308
Universal Containers is working to improve Salesforce adoption. Customer reps are utilizing many Salesforce features in the org, but sales reps are still relying on their personal spreadsheets.
What should the business analyst do to better understand the sales reps process in order increase Salesforce adoption?

A. Run reports based on usage to see where the sales reps are spending the majority of their time in Salesforce.
B. Arrange for the sales reps to collaborate with customer service reps to learn service reps interact with Salesforce.
C. Host Focus group, conduct surveys, and shadow the sales reps to observe the tools they use and how the use them.

Answer: C

NEW QUESTION # 309
......

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