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| Section | Weight | Objectives |
|---|---|---|
| Requirements Gathering and Management | 18% | - Document and manage requirements in version control - Distinguish between scope, requirements and user stories - Engage stakeholders to elicit, validate and prioritize requirements |
| Solution Design and Documentation | 18% | - Translate requirements into Salesforce solution design - Create functional specifications and design documents - Map business processes to Salesforce capabilities |
| Change Management and Enablement | 17% | - Identify change impacts and risks - Develop change enablement strategies - Support adoption and training activities |
| Customer Discovery | 17% | - Assess current state of existing products and processes - Document business processes and scope - Understand BA roles across implementation lifecycle - Define project scope based on business strategies, goals and challenges |
| Development Support and User Acceptance | 12% | - Support solution development and clarify requirements - Plan and execute user acceptance testing - Validate solution against requirements |
| User Stories and Acceptance Criteria | 18% | - Write clear, testable acceptance criteria - Define components of effective user stories - Document and maintain user stories |
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NEW QUESTION # 233
Universal Containers (UC) needs a Quip template to create Account plans. UC's business analyst has been tasked with documenting requirements for this initiative. During one of the business requirements gathering sessions, a sales manager notes that it's important the new template is user-friendly and only accessible to the account team.
Which option captures this requirement?
Answer: C
NEW QUESTION # 234
A sales manager at Cloud Kicks recently learned about Salesforce Macros and believes service agents could benefit from the feature. The sales manager created the following user story: "As a service agent I want Salesforce Macros to complete repetitive tasks faster." What should the business analyst change to improve the user story?
Answer: B
Explanation:
Explanation
The user story should include a quantifiable reason why the feature is needed. This helps to define the value or benefit that the user expects from the feature, and provides a basis for prioritizing, testing, and accepting the user story. A quantifiable reason should be specific, measurable, achievable, realistic, and time-bound. For example, "As a service agent I want Salesforce Macros to complete repetitive tasks faster so that I can reduce my average case resolution time by 10%." The other options are either irrelevant or incorrect. Option A does not improve the user story, but rather makes it vaguer and ambiguous. Option B does not improve the user story, but rather changes the user role and perspective.
References:https://trailhead.salesforce.com/en/content/learn/modules/business-analysis-user-stories/write-user-st
NEW QUESTION # 235
Universal Containers recently kicked off a project to build an Experience Cloud solution for partners. Partners need to upload their monthly sales reports to this account portal.
Which option should the business analyst use as the functional requirement specification?
Answer: C
Explanation:
A functional requirement specification is a statement that describes what a product or service must do or provide to meet user needs or business objectives. It should be clear, concise, testable, and measurable. The option B is an example of a functional requirement specification because it describes what the portal should do (allow for partners to upload monthly sales reports) without specifying how it should do it or why it should do it. References:
https://trailhead.salesforce.com/content/learn/modules/salesforce-business-analyst-certification-prep/requirement
NEW QUESTION # 236
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: C
NEW QUESTION # 237
Cloud Kicks (CK) faces challenges with accurate reporting and metrics to use when CK schedules service agent shifts. The VP of service is unsure how the challenges can be solved in Salesforce.
Which analysis should a business analyst perform?
Answer: C
Explanation:
The analysis that a BA should perform is strategy analysis. Strategy analysis is a technique that helps to understand the business context and environment of an organization, its vision and goals, its strengths and weaknesses, its opportunities and threats, its capabilities and resources, and its stakeholders and competitors.
Strategy analysis helps to identify the business problems or needs that need to be addressed, evaluate potential solutions or options that can address them, and align them with the business strategy and objectives. In this case, CK faces challenges with accurate reporting and metrics to use when scheduling service agent shifts. A BA should perform strategy analysis to understand CK's business context and environment, identify the root causes of the challenges, evaluate potential solutions or options that can solve them in Salesforce, and align them with CK's business strategy and objectives. References:
https://trailhead.salesforce.com/en/content/learn/modules/business-analysis-strategy-analysis/understand-strategy
NEW QUESTION # 238
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