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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Collaboration with Stakeholders | 23% | - Plan discovery activities based on stakeholder groups - Bridge gaps between business and technical teams - Select appropriate communication and analysis techniques - Identify stakeholders and build effective relationships |
| Topic 2: Customer Discovery | 17% | - Analyze environment and identify constraints/opportunities - Identify business goals, strategies, and challenges - Align Salesforce capabilities with business needs - Understand role of Business Analyst in implementation lifecycle - Assess current state of Salesforce usage |
| Topic 3: User Stories and Acceptance Criteria | 18% | - Write clear, testable acceptance criteria - Define components of a well-formed user story - Manage and maintain user story documentation |
| Topic 4: Business Process Mapping and Optimization | 12% | - Map existing business processes - Design optimized processes aligned with Salesforce - Identify improvement opportunities - Validate process designs with stakeholders |
| Topic 5: Development Support and User Acceptance | 12% | - Support development teams with clarification - Document lessons learned and feedback - Evaluate test results and confirm solution meets requirements - Define and plan user acceptance testing |
| Topic 6: Requirements Gathering and Management | 18% | - Engage stakeholders to elicit, validate, and prioritize requirements - Document and maintain requirements in version control - Distinguish between scope, requirements, and user stories |
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NEW QUESTION # 253
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 in the middle of a sprint.
Which step should the BA take next?
Answer: B
Explanation:
The best practice for handling an urgent, high-priority change request in Scrum is to add it to the prioritized backlog for the next sprint. This way, the change request can be reviewed by the product owner and estimated by the development team before being added to a sprint. Adding a change request to an ongoing sprint would disrupt the planned scope and schedule of work.
References:
https://trailhead.salesforce.com/en/content/learn/modules/salesforce-business-analyst-certification-prep
/manage-change-requests
https://www.scrum.org/resources/blog/how-handle-change-request-scrum
NEW QUESTION # 254
A business analyst (BA) is working with the support team at Cloud Kicks (CK) on a Service Cloud implementation. The BA has decided to create a process map to understand CK's current merchandise return process.
What are the top three benefits of creating a process map?
Answer: C
Explanation:
A process map is a visual representation of a business process that helps to engage stakeholders, identify improvements, and start the change process. By creating a process map, the business analyst can understand the current state of the process, identify pain points and opportunities for improvement, and communicate the findings and recommendations to the stakeholders. A process map also helps to initiate the change process by providing a baseline for measuring the impact of the proposed solutions. References: https://trailhead.
salesforce.com/content/learn/modules/salesforce-business-analyst-certification-prep/business-process-mapping
NEW QUESTION # 255
The leadership team at Universal Containers (UC) is focused on customer retention. The business analyst (BA) has been asked to implement a new customer for life program on the salesforce platform. Before their can move forward, they need to understand the lifecycle and all of the related interaction that IC has with its customers.
Which type of session should the BA perform?
Answer: A
Explanation:
The type of session that the business analyst should perform to elicit user stories from UC's customers is journey mapping. Journey mapping is a technique that involves creating a visual representation of the steps or stages that a customer goes through when interacting with an organization, product, or service. Journey mapping helps to capture the customer's experience, needs, goals, pain points, emotions, and touchpoints across their entire lifecycle. Journey mapping also helps to identify any gaps or opportunities for improvement or innovation in the customer journey. Journey mapping can help elicit user stories from UC's customers by allowing them to share their perspectives and feedback in their own words, as well as showing how the solution can add value and benefits to their journey. References: https://trailhead.salesforce.com/content/learn
/modules/salesforce-business-analyst-certification-prep/customer-discovery
NEW QUESTION # 256
Universal Containers wants to streamline a complex business process. The business analyst (BA) assigned to the Service Cloud project is creating a business process map of the existing process. The BA is having difficulty documenting the process because there is disagreement among the stakeholders about the steps that are being followed.
Which recommendation should the BA make to help the stakeholders reach agreement about the process?
Answer: C
Explanation:
This answer suggests focusing on the inputs and outcomes of the current process as a recommendation that the BA should make to help the stakeholders reach agreement about the process after creating a business process map of the existing process for streamlining a complex business process at Universal Containers.
Inputs are the resources or information that are needed to start or perform a process. Outcomes are the results or outputs that are produced or delivered by a process. Focusing on the inputs and outcomes of the current process can help the BA to identify and align what is required and expected from each stakeholder involved in the process, and to resolve any discrepancies or conflicts among them. References: https://trailhead.salesforce.
com/en/content/learn/modules/salesforce-business-analyst-quick-look/use-process-mapping-to-understand- your-business
NEW QUESTION # 257
A business analyst (BA) is working on a request from a sales leader at Universal Containers. The sales leader has noticed the quality of information on new leads has declined recently. After completing their initial research, the BA concludes that the Salesforce lead intake form needs to be updated to include only essential information. Since several sales teams use the intake form, the BA must get alignment from all of the groups.
How does whiteboarding help the BA collaborate with multiple stakeholders?
Answer: C
Explanation:
Whiteboarding is a technique that involves using a whiteboard or a similar tool to visually represent a process, problem, or solution. Whiteboarding helps the BA collaborate with multiple stakeholders by building a shared understanding of the current state, creating a space for everyone to contribute since the activity feels shared, and guiding the conversation while maintaining engagement. Whiteboarding also helps to identify issues, gaps, opportunities, and dependencies in the process, and to generate ideas and feedback from stakeholders.
References: https://trailhead.salesforce.com/en/content/learn/modules/business-analysis-process-mapping
/plan-and-facilitate-a-process-mapping-session
NEW QUESTION # 258
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