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Salesforce Certified-Business-Analyst Exam Syllabus Topics:

SectionWeightObjectives
Development Support and User Acceptance12%- Solution validation
  • 1. Manage change adoption
  • 2. Validate business outcomes
  • 3. Support development teams
  • 4. Coordinate user acceptance testing
User Stories18%- Agile documentation
  • 1. Support Agile delivery
  • 2. Refine backlog items
  • 3. Define acceptance criteria
  • 4. Write user stories
Requirements18%- Requirements management
  • 1. Manage requirement lifecycle
  • 2. Identify dependencies
  • 3. Gather business requirements
  • 4. Validate requirements
Business Process Mapping12%- Process analysis
  • 1. Design future-state processes
  • 2. Manage scope definition
  • 3. Document current-state processes
  • 4. Use process mapping techniques
Customer Discovery17%- Business analyst responsibilities
  • 1. Support implementation lifecycle
  • 2. Assess customer environment
  • 3. Identify business objectives
  • 4. Demonstrate Salesforce capabilities
Collaboration with Stakeholders23%- Stakeholder engagement
  • 1. Prioritize business needs
  • 2. Manage stakeholder expectations
  • 3. Facilitate communication
  • 4. Identify stakeholder roles

>> Salesforce Certified-Business-Analyst学習体験談 <<

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Salesforce Certified Business Analyst Exam 認定 Certified-Business-Analyst 試験問題 (Q308-Q313):

質問 # 308
Cloud Kicks hired a new business analyst (BA) to join an experienced cross-functional team that has successfully delivered high-quality Salesforce solutions to global stakeholders. The BA wants to quickly become a trusted advisor to the team.
What should the BA do?

正解：A

解説：
This answer states that telling the truth in difficult situations is what the BA should do to quickly become a trusted advisor to an experienced cross-functional team that has successfully delivered high-quality Salesforce solutions to global stakeholders for Cloud Kicks. Telling the truth in difficult situations means that the BA communicates honestly and transparently with the team members, even when it involves admitting mistakes, delivering bad news, or expressing disagreement. Telling the truth in difficult situations can help the BA to quickly become a trusted advisor to an experienced cross-functional team because it demonstrates integrity, accountability, and respect for the team members, and it fosters an open and collaborative culture within the team. References:
https://trailhead.salesforce.com/en/content/learn/modules/salesforce-business-analyst-quick-look/use-stakeholder


質問 # 309
The Business analyst (BA) at Universal Container wants to improve the case process in Salesforce after feedback customer abut resolution time.
The BA tacks the user story, request details, and configuration changes in a repository.
What is a benefit of tracking user stories in this way?

正解：A

解説：
This answer states that multiple project team members can make and view revisions is a benefit of tracking user stories in a repository for improving the case process in Salesforce at UC. A repository is a common or central location where documents or files can be stored, accessed, and updated by multiple users or teams.
Tracking user stories in a repository means that the BA stores user stories in a repository, such as Jira, Trello, Asana, etc. Multiple project team members can make and view revisions is a benefit of tracking user stories in a repository because it enables collaboration and communication among project team members, and it ensures consistency and accuracy of user stories. References:
https://trailhead.salesforce.com/en/content/learn/modules/salesforce-business-analyst-quick-look/use-stakeholder


質問 # 310
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?

正解：A

解説：
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


質問 # 311
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?

正解：A


質問 # 312
The business analyst (BA) at Cloud Kicks (CK) is writing user stones for an upcoming Commerce Cloud website release. One of the requirements from the technical team is to perform stress testing for an upcoming promotion. The BA is translating the requirement into a user story.
Which user story most accurately represents the goal?

正解：B


質問 # 313
......

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