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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Requirements Management | 23% | - Validate and verify requirements with stakeholders - Manage requirements traceability - Prioritize requirements based on business value - Elicit and document functional and non-functional requirements |
| Topic 2: Customer Discovery | 17% | - Document business requirements and user stories - Conduct stakeholder interviews and workshops - Identify business needs, pain points, and objectives - Analyze current state and future state processes |
| Topic 3: Business Process Mapping | 17% | - Create process flow diagrams and documentation - Analyze impact of changes on stakeholders - Identify process gaps and improvement opportunities - Map current and future business processes |
| Topic 4: User Story Development | 20% | - Break down epics into manageable user stories - Write clear and actionable user stories - Define acceptance criteria for user stories - Manage user story backlog and prioritization |
| Topic 5: Collaboration with Stakeholders | 23% | - Manage stakeholder expectations and priorities - Build consensus on requirements and solutions - Facilitate communication between business and technical teams - Conduct effective meetings and presentations |
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54. Frage
A few users have reported an issue with the recent Cloud Kicks?
Salesforce implementation.
What should the business analyst do first?
Antwort: A
Begründung:
When addressing issues reported by users following a Salesforce implementation, the business analyst's primary responsibility is to understand and analyze the problem comprehensively before taking any corrective action.
Gathering Requirements: This step involves communicating directly with the end users to identify their issues and expectations. This ensures that the analyst has a clear understanding of the problem's root cause.
Reference: Salesforce Business Analysis documentation emphasizes requirements elicitation and validation as critical first steps in identifying misalignments or implementation gaps.
Avoiding Premature Actions: Jumping to training or creating a high-priority bug may address symptoms rather than the actual problem. Salesforce implementation guides and best practices stress the importance of first understanding the user experience and system functionality through direct feedback.
Stakeholder Engagement: Engaging stakeholders and users is a critical phase outlined in Salesforce's business analysis processes. It ensures that the problem definition aligns with the users' needs and organizational objectives.
Follow-Up Steps: Once requirements are gathered, the next steps involve validating and analyzing the data, and based on findings, proposing appropriate solutions such as additional training, system adjustments, or bug fixes. Salesforce Business Analyst responsibilities include continuous alignment of implemented solutions with business needs.
This approach aligns with Salesforce's process-driven methodology for ensuring successful system adoption and user satisfaction.
55. Frage
A business analyst (BA) at Northern Trail Outfitters was asked to create a new user story for a Sales Cloud update requested by the inside sales team. The BA created the following story:
"As a user, I need visibility to customers' purchase history details so I can increase efficiencies and improve closure rates by better tailoring sales offerings." Which mistake did the BA make when creating this story?
Antwort: C
Begründung:
The mistake that the business analyst made when creating this story is that the persona is undefined. A persona is a fictional representation of an end user who has a specific role, goal, or need. A user story should specify the persona as part of its format: "As a [persona], I need [need], so I can [goal]". Specifying the persona can help the business analyst communicate who will use the feature and why it matters to them. The goal and the need are defined in this user story. The goal is to increase efficiencies and improve closure rates by better tailoring sales offerings. The need is visibility to customers' purchase history details. References:
https://trailhead.salesforce.com/content/learn/modules/salesforce-business-analyst-certification-prep/user- stories https://trailhead.salesforce.com/content/learn/modules/salesforce-business-analyst-certification-prep
/customer-discovery
56. Frage
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?
Antwort: C
Begründung:
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
57. Frage
Northern Trail Outfitters is undergoing a Service Cloud implementation and has decided to use the Scrum methodology for the implementation. A business analyst (BA) received an urgent, high-priority change request m the middle of a sprint.
Which step should the BA take next?
Antwort: C
58. Frage
A business analyst JBA) for Northern Trail Outfitters (NTO) is reviewing the business backlog and determines that many of the requirements would require custom code that is expensive and hard to maintain.
The BA knows that the backlog should be prioritized by people who have knowledge of the features and functionary of the Salesforce Platform.
Who should own the process of prioritizing the business backlog?
Antwort: C
Begründung:
The process of prioritizing the business backlog should be owned by the business teams affected, with support from the internal technology teams who understand ways to maximize Salesforce's declarative features. The business backlog is a list of requirements or user stories that describe the features or functionality that the business needs or wants from a project or enhancement. The business backlog should be prioritized by the business teams affected because they are the ones who have the most knowledge and interest in the business value and impact of each requirement or user story. The business backlog should also be supported by the internal technology teams who understand ways to maximize Salesforce's declarative features because they are the ones who have the most knowledge and expertise in the technical feasibility and complexity of each requirement or user story. References: https://trailhead.salesforce.com/content/learn/modules/salesforce- business-analyst-certification-prep/requirements-management
59. Frage
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