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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Development Support and User Acceptance | 12% | - Support solution development and clarify requirements - Plan and execute user acceptance testing - Validate solution against requirements |
| Topic 2: Customer Discovery | 17% | - Document business processes and scope - Define project scope based on business strategies, goals and challenges - Understand BA roles across implementation lifecycle - Assess current state of existing products and processes |
| Topic 3: Change Management and Enablement | 17% | - Support adoption and training activities - Develop change enablement strategies - Identify change impacts and risks |
| Topic 4: Requirements Gathering and Management | 18% | - Distinguish between scope, requirements and user stories - Engage stakeholders to elicit, validate and prioritize requirements - Document and manage requirements in version control |
| Topic 5: Solution Design and Documentation | 18% | - Translate requirements into Salesforce solution design - Create functional specifications and design documents - Map business processes to Salesforce capabilities |
| Topic 6: User Stories and Acceptance Criteria | 18% | - Define components of effective user stories - Write clear, testable acceptance criteria - Document and maintain user stories |
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NEW QUESTION # 197
Universal Containers has scheduled a meeting with stakeholders, business analysts (BAs), and technical resources to review user stories. A BA reviews the user stories in advance of the meeting and notices that some best practices have been ignored. The first user story is focused on escalating cases in Service Cloud:
"The customer service agent needs the ability to escalate a case so they can assign high-risk cases to tier 2 support for faster resolution."
Acceptance Criteria:
1. Add permission set
2. Users can escalate cases
3. Create fields on the Case object
4. Reports
Which best practice was ignored?
Answer: B
NEW QUESTION # 198
Northern Trail Outfitters (NTO) wants to leverage the power of Sales Cloud to implement its lead to cash process. A business analyst (BA) is tasked with understanding NTO's current processes, identifying areas of improvement, and communicating it effectively to stakeholders.
What should the BA use to accomplish the goal?
Answer: A
NEW QUESTION # 199
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 # 200
The business analyst (BA) at Universal Containers needs to gather information for their project including the steps a user takes to accomplish a goal, challenges a user faces, people the user interacts with, applications they use to complete the steps, and their level of morale as they move through the process.
Which elicitation technique should the BA use?
Answer: C
NEW QUESTION # 201
Support managers at Cloud Kicks have received urgent feedback from staff that record pages are slow to respond and users and growing frustrated. The business analyst (BA) has been asked to evaluate to determine which pages are being accessed most frequently and which pages are the slowest to load.
What is the first step the BA should take to help resolve the issue?
Answer: B
Explanation:
Explanation
The first step that the business analyst should take to help resolve the issue is to confirm steps to reproduce the issue. Reproducing an issue means following the same steps or actions that caused the issue to occur in order to verify its existence and severity. Reproducing an issue helps to confirm whether it is a real bug or a human error, as well as gather more information about its root cause, impact, frequency, etc. Reproducing an issue also helps to document it clearly and accurately for reporting and resolution purposes. References:
https://trailhead.salesforce.com/content/learn/modules/user-acceptance-testing-video/report-and-resolve-issues
NEW QUESTION # 202
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