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Salesforce Certified-Business-Analyst Exam Syllabus Topics:

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

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Salesforce Certified Business Analyst Exam Certified-Business-Analyst Prüfungsfragen mit Lösungen (Q89-Q94):

89. Frage
An executive stakeholders at Northern Trail Outfitters (NTO) wants to explore automating NTO's Quote-to-Cash process and has asked the business analyst (BA) to pull together some high-level information on possible solutions.
Which type of document should the BA present to the stakeholders?

A. A capability map detailing the functionality of Salesforce and AppExchange Quote-to-Cash products
B. A business process map detailing the existing step-by-step Quote-to-Cash process
C. A SIPOC (Support inputs, Process, Outputs, and Customers) map outlining the Quote-to-Cash process

Antwort: A

90. Frage
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. INVEST checklist
C. Numerical framework

Antwort: B

Begründung:
Explanation
This answer states that using the INVEST checklist is what the BA should use to assess the quality of a user story for developing a solution to help the marketing department manage leads in Sales Cloud at UC. The INVEST checklist is a set of criteria that helps to evaluate if a user story is well-written and well-defined. The INVEST checklist stands for Independent, Negotiable, Valuable, Estimable, Small, and Testable. Independent means that the user story can be developed and delivered without depending on or affecting other user stories.
Negotiable means that the user story can be modified or refined based on feedback or changes in requirements.
Valuable means that the user story provides a clear benefit or outcome to the user or the stakeholder.
Estimable means that the user story can be estimated in terms of time, effort, or resources needed to complete it. Small means that the user story can be delivered within a short time frame or iteration. Testable means that the user story can be verified or measured against acceptance criteria or tests. Using the INVEST checklist is what the BA should use to assess the quality of a user story because it helps the BA to ensure that the user story is clear, concise, consistent, and complete.
References:https://trailhead.salesforce.com/en/content/learn/modules/salesforce-business-analyst-quick-look/use

91. Frage
The business analyst (BA) working with the contract renewal team at Cloud kicks has mapped out is current renewal process, the BA has noted where representatives are inputting contract information from PDF document which is introducing errors an inaccurate date into Salesforce.
Which type of inefficiency is happening during this step in the process?

A. Manual effort
B. Duplication
C. Avoidance

Antwort: A

Begründung:
Explanation
The type of inefficiency that is happening during this step in the process is manual effort. Manual effort is a type of inefficiency that occurs when a task or activity requires human intervention or input that could be automated or eliminated. Manual effort can lead to errors, delays, inconsistencies, or redundancies in the process. In this case, the representatives are inputting contract information from PDF documents into Salesforce manually, which introduces errors and inaccurate data into Salesforce.
References:https://trailhead.salesforce.com/en/content/learn/modules/business-analysis-process-mapping/identify

92. Frage
Northern Trail Outfitters (NTO) wants to address a recent group of complaints it received from the service team The NTO Salesforce team was alerted Chat the current routing process is preventing cases from reacting the correct service team without manual intervention.
Which action should the business analyst take to best understand and document the and recommend a future state?

A. Review individual surveys and questionnaires from the service team.
B. Organize a brainstorming session with service team leadership.
C. Engage in a live process modeling exercise with the service team.

Antwort: C

Begründung:
This answer states that engaging in a live process modeling exercise with the service team is what the BA should do to best understand and document the current state and recommend a future state for addressing a recent group of complaints from UC's service team about automated case assignments in Service Cloud. A live process modeling exercise is an activity where the BA works with the service team members to create and validate a visual representation of how they perform their tasks or activities related to case assignments in Service Cloud. A live process modeling exercise can help the BA to best understand and document the current state by capturing and verifying the inputs, outputs, steps, decisions, roles, etc. of case assignments in Service Cloud from different perspectives and sources of information. A live process modeling exercise can also help the BA to recommend a future state by identifying and prioritizing the gaps or issues in case assignments in Service Cloud, and by proposing and evaluating possible improvements or solutions for them. References:
https://trailhead.salesforce.com/en/content/learn/modules/salesforce-business-analyst-quick-look/use-process-ma

93. Frage
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 mind.
What should the BA do next?

A. Ask the stakeholder to demo their solution to the project team.
B. Implement the solution now to save time in the planning phase.
C. Gather requirements and then note the proposal solution.

Antwort: C

94. Frage
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