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Salesforce Certified Business Analyst Exam Sample Questions (Q128-Q133):

NEW QUESTION # 128
A business analyst (BA) discovers that universal Containers automated case assignments in Service Cloud. UC uses case assignment rules to route cases to predefined team. The UC leadership team wants to improve how cases are routed.
What should the BA recommend to help the resolve a common obstacle?

Answer: C

Explanation:
Explanation
The first step that the BA should take to help resolve the issue is to document the current case assignment process. Documenting the current case assignment process involves creating a visual representation of how cases are routed to predefined teams using case assignment rules in Service Cloud. Documenting the current case assignment process helps to:
Understand how case assignment works: This helps to identify the steps, inputs, outputs, roles, decisions, and logic involved in case assignment, and how they affect case resolution and customer satisfaction.
Identify gaps or opportunities for improvement: This helps to analyze the strengths and weaknesses of case assignment rules, measure their performance and effectiveness, and find areas where they can be enhanced or optimized.
Evaluate potential solutions or options: This helps to compare different ways of improving case assignment rules or using alternative methods such as Omni-Channel or Einstein Case Routing, and assess their feasibility, benefits, risks, and impacts. The other options are either irrelevant or incorrect.
Option A does not help resolve


NEW QUESTION # 129
Which step should a business analyst take to establish credibility and covert empathy with stakeholders during discovery sessions for a new Experience site?

Answer: C


NEW QUESTION # 130
A business analyst (BA) at Universal Containers (UC) has been asked to evaluate a business process at a high level and in detail, while also keeping regulatory considerations in mind. Management wants to use the output from the BA's evaluation to inform decisions about UC's future implementations of Sales Cloud and Service Cloud.
What should the BA use for their evaluation?

Answer: C

Explanation:
This answer selects Universal Process Notation (UPN) as the tool that the BA should use for their evaluation of a business process at UC. UPN is a simple and standardized way of creating process maps, using only four symbols: activity, decision, start/end, and annotation. UPN can help the BA evaluate a business process at a high level and in detail, while also keeping regulatory considerations in mind, by showing the steps, actions, decisions, roles, and dependencies of the process, and adding notes or comments to explain or clarify certain aspects. References: https://trailhead.salesforce.com/en/content/learn/modules/salesforce-business-analyst- quick-look/use-process-mapping-to-understand-your-business


NEW QUESTION # 131
The business analyst at Cloud Kicks is beginning to write user stories for its Salesforce implementation.
Which three components should-be included when writing a user story?

Answer: B


NEW QUESTION # 132
Universal Container wants to build a Salesforce application to manage its recruitment lifecycle. The project lead wants to identify the key recruitment steps and stakeholders in a visual format.
What should the business analyst do to meet the requirement?

Answer: A

Explanation:
Explanation
The best tool for identifying the key recruitment steps and stakeholders in a visual format is to map the business process. Business process mapping is a technique that helps to create a visual representation of a business process. It shows the steps, inputs, outputs, roles, and decisions involved in the process. Business process mapping helps to understand the current state of the process, identify areas for improvement, and design the future state of the process. A BA should use business process mapping to identify the key recruitment steps and stakeholders for the Salesforce application. References:
https://trailhead.salesforce.com/en/content/learn/modules/business-analysis-process-mapping/understand-process


NEW QUESTION # 133
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