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| Section | Weight | Objectives |
|---|---|---|
| Development Support and User Acceptance | 12% | - Support development teams with clarification - Define and plan user acceptance testing - Document lessons learned and feedback - Evaluate test results and confirm solution meets requirements |
| Collaboration with Stakeholders | 23% | - Select appropriate communication and analysis techniques - Bridge gaps between business and technical teams - Plan discovery activities based on stakeholder groups - Identify stakeholders and build effective relationships |
| Requirements Gathering and Management | 18% | - Document and maintain requirements in version control - Engage stakeholders to elicit, validate, and prioritize requirements - Distinguish between scope, requirements, and user stories |
| Business Process Mapping and Optimization | 12% | - Design optimized processes aligned with Salesforce - Validate process designs with stakeholders - Identify improvement opportunities - Map existing business processes |
| User Stories and Acceptance Criteria | 18% | - Write clear, testable acceptance criteria - Manage and maintain user story documentation - Define components of a well-formed user story |
| Customer Discovery | 17% | - Assess current state of Salesforce usage - Understand role of Business Analyst in implementation lifecycle - Align Salesforce capabilities with business needs - Analyze environment and identify constraints/opportunities - Identify business goals, strategies, and challenges |
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NEW QUESTION # 133
A business analyst (BA) is reviewing the risks associated with a proposed solution leveraging Cases and Support Queues, and the effect that those risks might have on the project timeline.
Which type of analysis is the BA performing?
Answer: A
Explanation:
Strategy analysis is the process of identifying and evaluating the risks and benefits of a proposed solution, as well as its alignment with the business goals and objectives. A business analyst performs strategy analysis to understand the impact of a solution on the project timeline, budget, scope, quality, and stakeholders.
References:
https://trailhead.salesforce.com/en/content/learn/modules/salesforce-business-analyst-certification-prep
/perform-strategy-analysis
https://www.iiba.org/standards-and-resources/babok/strategy-analysis/
NEW QUESTION # 134
The project team at Cloud Kicks is under a tight deadline to implement a new Service Cloud feature. The business analyst, BA) has received feedback from the customer that the existing functionality is difficult to use. The BA wants to better understand the customers pair points before writing requirements Which document should the BA use?
Answer: C
Explanation:
This answer states that using a journey map is what the BA should use to better understand the customers pain points before writing requirements for Cloud Kicks who will launch a new customer experience portal. A journey map is a diagram that shows how a customer interacts with an organization across different touchpoints or channels over time. A journey map can help the BA to better understand the customers pain points by identifying where, when, why, and how the customer experiences frustration, dissatisfaction, or difficulty with the current service or solution. A journey map can also help the BA to empathize with the customer and to design a better customer experience that meets their needs and expectations. References:
https://trailhead.salesforce.com/en/content/learn/modules/salesforce-business-analyst-quick-look/use- stakeholder-engagement-skills
NEW QUESTION # 135
Universal Containers (UC) has chosen to implement Sales Cloud and Service Cloud to increase revenue and remove bottlenecks in its current processes. A business analyst (BA) is tasked with diagramming business processes.
What should the BA do to successfully meet governance requirements to identify the business purpose?
Answer: A
Explanation:
To successfully meet governance requirements to identify the business purpose, the business analyst should adhere to agreed upon mapping standards. Mapping standards are guidelines or conventions that define how to create and document business process maps. They help to ensure consistency, clarity, and quality of the process maps across different projects and teams. They also help to align the process maps with the business objectives and requirements, and support regulatory considerations. References: https://trailhead.salesforce.
com/content/learn/modules/salesforce-business-analyst-certification-prep/business-process-mapping
NEW QUESTION # 136
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: A
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 # 137
Over the past month, a business analyst (BA) has worked with various stakeholders at Cloud Kicks to document requirements for an upcoming Tableau implementation. A stakeholder suggested a revision to the requirements. The BA sent the updated requirements to the stakeholders and they signed off.
Where should the BA track this milestone?
Answer: B
NEW QUESTION # 138
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