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Salesforce Certified-Business-Analyst Exam Syllabus Topics:

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

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Salesforce Certified Business Analyst Exam Sample Questions (Q108-Q113):

NEW QUESTION # 108
The VP of sales at Clod Kicks wants to streamline the lead qualification process to improve the team's productivity and help them reach their target goals. A business analyst (BA) has been assigned to the project to identify the disconnect between the sales and marketing teams' definition of a qualified lead?
What should the BA focus on?

A. Evaluating team' skill and experience to determine how they can better align.
B. Scheduling and all-day collaboration workshop with both team to resolve their differences
C. Mapping historical leas data from each team and building charts to highlight similarities

Answer: B

Explanation:
The business analyst should focus on scheduling an all-day collaboration workshop with both teams to resolve their differences around contact management for a new Salesforce implementation. A collaboration workshop is a technique to bring together different stakeholders to share information, discuss issues, generate ideas, make decisions, or reach consensus on a topic or problem. Scheduling an all-day collaboration workshop with both teams can help identify their needs, expectations, pain points, goals, and priorities around contact management and find common ground or alignment among them. Mapping historical lead data from each team and building charts to highlight similarities is not a good option because it would not address the disconnect between the sales and marketing teams' definition of a qualified lead, which is related to contact management, not lead management. Evaluating team' skill and experience to determine how they can better align is not a good option because it would not address the disconnect between the sales and marketing teams' definition of a qualified lead, which is related to contact management, not skill or experience. References: 1
https://trailhead.salesforce.com/en/content/learn/modules/salesforce-business-analyst-certification-prep
/collaborate-with-stakeholders

NEW QUESTION # 109
The business analyst (BA) is preparing for user acceptance testing (UAT) for Northern Trail Outfitters' new Service Cloud implementation. The BA secured the sandbox for the testing environment, wrote test cases, and created a process to track and manage reported bugs.
Which additional step is required during the UAT planning process?

A. Gather business requirements.
B. Schedule deployment.
C. Identify power users.

Answer: B

NEW QUESTION # 110
Universal Containers in rolling out Sales Cloud for the contract renewals team. The team has expressed resistance to learning another platform and changing their processes. The business analyst (BA) shows them a video case study of a contract renewals team at another company that successfully adopted Sales Cloud, which shortened it's time to close and increased its close rate by 30%.
Which influencing style is the BA using?

A. inspiring
B. Collaborative
C. Accommodating

Answer: A

Explanation:
Explanation
The influencing style that the BA is using is inspiring. Inspiring is a style that appeals to the emotions and values of the stakeholders, and motivates them to achieve a shared vision or goal. The BA is using an inspiring style by showing them a video case study of a contract renewals team at another company that successfully adopted Sales Cloud, which shortened its time to close and increased its close rate by 30%. This helps to create a positive and aspirational image of what Sales Cloud can do for them, and encourages them to overcome their resistance and embrace the change.
References:https://trailhead.salesforce.com/en/content/learn/modules/business-analysis-stakeholder-management

NEW QUESTION # 111
At Cloud Kicks (CK), the marketing director's management style is results-driven. CK uses scrum methodology when developing improvements to its Salesforce org. The director requests urgent enhancements in the middle of a sprint that require changes by the development team, The director believes their needs are of the highest importance.
What should the business analyst do when disruptions to the project occur?

A. Interpret the requests as guidelines to be used when determining priorities for the upcoming release.
B. Focus on the agreed upon deliverables instead of the new requests to prevent overallocation of resources.
C. Ask the project manager for an additional resource to implement the new requests.

Answer: A

Explanation:
Explanation
The best way for a business analyst to handle disruptions to the project from urgent requests by the marketing director is to interpret them as guidelines to be used when determining priorities for the upcoming release.
This will help them balance between meeting stakeholder expectations and following scrum methodology principles. Focusing on agreed upon deliverables instead of new requests may ignore changing business needs or miss opportunities for improvement. Asking for an additional resource to implement new requests may increase complexity or cost without adding value or quality.
References:https://trailhead.salesforce.com/content/learn/modules/salesforce-business-analyst-certification-prep/

NEW QUESTION # 112
Universal Containers is developing a new recruitment app using Service Cloud. The project team has started writing user stories including:
"As a human resources (HR) manager, I need to document the progress of a candidate's submission so I can manage the candidate's application throughout the recruiting process."
What is one definition of done for this user story?

A. The Candidate Status field can be updated.
B. The Candidate object has Edit access.
C. The acceptance criteria has been approved.

Answer: C

NEW QUESTION # 113
......

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