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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Customer Discovery | 17% | - Conduct stakeholder interviews and workshops - Identify business needs, pain points, and objectives - Analyze current state and future state processes - Document business requirements and user stories |
| Topic 2: Requirements Management | 23% | - Elicit and document functional and non-functional requirements - Validate and verify requirements with stakeholders - Prioritize requirements based on business value - Manage requirements traceability |
| Topic 3: Collaboration with Stakeholders | 23% | - Conduct effective meetings and presentations - Facilitate communication between business and technical teams - Build consensus on requirements and solutions - Manage stakeholder expectations and priorities |
| Topic 4: Business Process Mapping | 17% | - Analyze impact of changes on stakeholders - Map current and future business processes - Identify process gaps and improvement opportunities - Create process flow diagrams and documentation |
| Topic 5: User Story Development | 20% | - Write clear and actionable user stories - Define acceptance criteria for user stories - Break down epics into manageable user stories - Manage user story backlog and prioritization |
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NEW QUESTION # 244
During a discovery session with several stakeholders from universal Container (UC) services team, the business analyst (BA) learned that UC recently implemented as Experience Site that allows customers to view Knowledge article and submit cases. The stakeholders have asked for suggestions to determine if the current solution is adding value to the business.
What should the BA recommend?
Answer: A
Explanation:
This answer states that reviewing the services team's goals, initiatives, strategies, and obstacles is what the BA should do to determine if the current solution of implementing an Experience Site that allows customers to view Knowledge articles and submit cases is adding value to UC's business. Goals are what the services team wants to achieve or accomplish in terms of business outcomes or benefits. Initiatives are what the services team plans to do or implement to achieve their goals. Strategies are how the services team executes or delivers their initiatives. Obstacles are what prevents or hinders the services team from achieving their goals, implementing their initiatives, or executing their strategies. Reviewing the services team's goals, initiatives, strategies, and obstacles means that the BA analyzes and documents these elements related to implementing an Experience Site that allows customers to view Knowledge articles and submit cases.
Reviewing the services team's goals, initiatives, strategies, and obstacles is what the BA should do to determine if the current solution is adding value to UC's business because it helps the BA to measure and evaluate the performance and impact of the current solution against these elements. References:
https://trailhead.salesforce.com/en/content/learn/modules/salesforce-business-analyst-quick-look/use- stakeholder-engagement-skills
NEW QUESTION # 245
Cloud Kicks (CK) wants to redefine its lead-to-customer business process. CK wants to unify the interactions between sales, marketing, and customers to provide a more seamless experience. The business analyst (BA) need to create a visual representation that includes the steps and inputs from both sales and marketing.
Which tool should the BA use to capture all launches of the current state?
Answer: C
NEW QUESTION # 246
The Sen/ice Center at Universal Containers (UC) uses Service Cloud and Experience Cloud to manage its customer case lifecycle. UC wants to limit the number of interactions a customer has during the lifecycle. The project leader has asked the business analyst (BA) to visually illustrate the lifecycle.
Which document should the BA create?
Answer: C
Explanation:
This answer identifies a journey map as the document that the BA should create to visually illustrate the customer case lifecycle for UC. A journey map is a tool that shows how customers interact with a business across different touchpoints, channels, and stages. A journey map helps to understand and improve the customer experience, identify pain points and opportunities, and align business goals with customer needs.
References: https://trailhead.salesforce.com/en/content/learn/modules/customer-journey-basics/create-a- customer-journey-map
NEW QUESTION # 247
During a requirements workshop, the marketing team mentions they need help reporting on their marketing effort return on investment (ROI). They ask for a new field on the Opportunity object named "Customer Origin".
What should the business analyst do next?
Answer: C
Explanation:
When the marketing team expresses a need for a new field to track ROI, the BA should explore existing Salesforce functionalities before customizing. Salesforce provides robust features around Leads, Campaigns, and Opportunities that can potentially track marketing efforts and their outcomes. By asking follow-up questions, the BA can understand the specific requirements and assess whether these can be met with standard features, which is often more efficient and sustainable than adding custom fields. This approach aligns with Salesforce best practices of leveraging out-of-the-box functionality to meet business needs, ensuring system simplicity and maintainability.
NEW QUESTION # 248
A business analyst (BA) is in the process of documenting requirements. The BA wrote the following user story:
"As a sales team manager, I want the ability to access reports on Sales Cloud to evaluate if the team's daily activities are meeting the set goals.'' Which acceptance criteria is most appropriate for this user story?
Answer: C
NEW QUESTION # 249
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