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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Collaboration with Stakeholders | 23% | - Plan discovery activities based on stakeholder groups - Identify stakeholders and build effective relationships - Select appropriate communication and analysis techniques - Bridge gaps between business and technical teams |
| Topic 2: Requirements Gathering and Management | 18% | - Distinguish between scope, requirements, and user stories - Engage stakeholders to elicit, validate, and prioritize requirements - Document and maintain requirements in version control |
| Topic 3: User Stories and Acceptance Criteria | 18% | - Define components of a well-formed user story - Manage and maintain user story documentation - Write clear, testable acceptance criteria |
| Topic 4: Development Support and User Acceptance | 12% | - Document lessons learned and feedback - Evaluate test results and confirm solution meets requirements - Support development teams with clarification - Define and plan user acceptance testing |
| Topic 5: Business Process Mapping and Optimization | 12% | - Identify improvement opportunities - Design optimized processes aligned with Salesforce - Validate process designs with stakeholders - Map existing business processes |
| Topic 6: Customer Discovery | 17% | - Identify business goals, strategies, and challenges - Analyze environment and identify constraints/opportunities - Assess current state of Salesforce usage - Align Salesforce capabilities with business needs - Understand role of Business Analyst in implementation lifecycle |
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NEW QUESTION # 251
The VP of customer success at Northern Trail Outfitters wants to implement a new client onboarding process leveraging custom objects and a custom Console Lightning App.
Which approach should a business analyst take to begin this process?
Answer: A
Explanation:
The approach that the business analyst should take to begin this process is to schedule a meeting with stakeholders and create a journey map. A journey map is a tool that creates a visual representation of the steps or stages that a user goes through when interacting with a system or solution. A journey map helps to understand and document the user's experience, needs, goals, pain points, emotions, and touchpoints across their entire lifecycle. A journey map also helps to identify any gaps or opportunities for improvement or innovation in the user journey. The business analyst should schedule a meeting with stakeholders and create a journey map by asking questions, collecting feedback, drawing diagrams, and validating information.
Scheduling a meeting with stakeholders and creating a journey map helps to begin this process by engaging and involving them in defining and designing the new client onboarding process. References: https://trailhead.
salesforce.com/content/learn/modules/salesforce-business-analyst-certification-prep/customer-discovery
NEW QUESTION # 252
The Business analyst (BA) at Northern Outfitters (NTO) has gathered preliminary functional requirements for an upcoming Salesforce implementation project. Before translating these requirements into user stories, the BA wants to gain additional perspective, feedback, and detail on the requirements from the NTO team.
Which document should help the BA gather this information?
Answer: B
Explanation:
The business analyst should use a stakeholder analysis to gather additional perspective, feedback, and detail on the requirements from the NTO team. A stakeholder analysis is a technique to identify and understand the needs, expectations, interests, influence, and power of the stakeholders involved in a project. A stakeholder analysis can help the business analyst communicate effectively with the stakeholders, manage their expectations, address their concerns, involve them in decision making, and obtain their feedback and approval. A business analysis plan is not a document to gather additional perspective, feedback, and detail on the requirements from the NTO team. A business analysis plan is a document that describes how the business analysis activities will be conducted, such as what techniques, tools, deliverables, roles, and responsibilities will be used. A business analysis plan can help the business analyst plan and manage their work, but it does not help them gather information from the stakeholders. A current state analysis is not a document to gather additional perspective, feedback, and detail on the requirements from the NTO team. A current state analysis is a technique to understand and document how the current situation or process works, what are its strengths and weaknesses, what are the problems or opportunities for improvement, and what are the root causes of the issues. A current state analysis can help the business analyst identify gaps and needs, but it does not help them gather information from the stakeholders. References: https://trailhead.salesforce.com/en/content/learn
/modules/business-analyst_skills-strategies/explore-techniques-information-discovery
NEW QUESTION # 253
During a workshop to understand Universal Containers' current sales process, there seems to be some disagreement between the North America and EMEA sales teams about the steps required to close a sale.
What should the business analyst do to gain consensus on the current opportunity process?
Answer: B
Explanation:
Creating a Process Map and involving stakeholders is the best way to achieve consensus:
Visualization: A process map graphically illustrates the current opportunity stages, helping stakeholders visualize and understand discrepancies in their practices.
Collaborative Review: Scheduling a meeting allows team members to align on agreed stages, fostering cooperation. Salesforce Business Analysis guidance encourages such collaboration to resolve conflicts and drive unified processes.
Foundation for Updates: This approach provides a baseline for refining Salesforce configurations, ensuring the solution reflects unified sales workflows.
NEW QUESTION # 254
The business analyst at Northern Trail Outfitters receives a requirement from the CRM manager to have visibility into their team's queues to monitor open cases.
Which user story meets this requirement?
Answer: B
Explanation:
The user story that meets the requirement is "As a CRM manager, I need to see my team's work queues so I can monitor their open tickets". A user story is a statement that describes what a user or stakeholder needs or wants from a system or solution in order to achieve a specific goal or outcome. A user story follows the format "As a [role], I want to [action], so that I can [outcome]". A user story helps to capture and communicate the business value and benefit of a requirement or feature. The user story that meets the requirement is "As a CRM manager, I need to see my team's work queues so I can monitor their open tickets" because it specifies the role (CRM manager), the action (see my team's work queues), and the outcome (monitor their open tickets). The other user stories are either too vague or too specific (A) to meet the requirement. References: https://trailhead.salesforce.com/content/learn/modules/salesforce-business-analyst- certification-prep/requirements-management
NEW QUESTION # 255
Northern Trail Outfitters wants to reduce the amount of time it takes for customers to receive their orders after making an online purchase.
Which initial steps should the business analyst take to help determine why the order management and fulfillment process is slow?
Answer: B
Explanation:
The initial steps that the business analyst should take to help determine why the order management and fulfillment process is slow are:
Work with stakeholders to identify relevant processes, such as order placement, order confirmation, order processing, order shipping, order tracking, etc.
Select a key process with defined start and end points, such as order processing, which involves verifying customer information, checking inventory availability, allocating products, generating invoices, etc.
Collaborate with process owners and users to create a current state process map, which shows how the order processing process is currently performed in Salesforce, what steps or activities are involved, what inputs or outputs are used or produced, what decisions are made, what roles or systems are interacted with, etc.
These steps help to establish a baseline for measuring the current state of performance, identify pain points and opportunities for improvement, and align with the desired business outcomes. References:
https://trailhead.salesforce.com/content/learn/modules/salesforce-business-analyst-certification-prep/business- process-mapping
NEW QUESTION # 256
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