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Salesforce Certified-Business-Analyst Exam Syllabus Topics:

SectionObjectives
Topic 1: Customer and Business Analysis- Stakeholder identification and engagement
  • 1. Elicit business needs from stakeholders
    • 2. Identify key stakeholders and their roles
      - Business process understanding
      • 1. Identify process gaps and inefficiencies
        • 2. Analyze current business processes
          Topic 2: Solution Assessment and Validation- Testing and feedback
          • 1. Feedback incorporation
            • 2. User acceptance testing support
              - Solution evaluation
              • 1. Validate solution requirements
                • 2. Assess alignment with business needs
                  Topic 3: Agile Methodology in Business Analysis- Backlog and sprint participation
                  • 1. Supporting sprint planning
                    • 2. Prioritizing backlog items
                      - Agile principles
                      • 1. Iterative development concepts
                        • 2. Collaboration in agile teams
                          Topic 4: Requirements Gathering and User Stories- Requirements elicitation techniques
                          • 1. Document analysis
                            • 2. Workshops and interviews
                              - User stories and acceptance criteria
                              • 1. Writing effective user stories
                                • 2. Defining acceptance criteria

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                                  Salesforce Certified Business Analyst Exam 認定 Certified-Business-Analyst 試験問題 (Q134-Q139):

                                  質問 # 134
                                  A business analyst has been asked to evaluate all of the reporting tools that Universal Containers (UC) currently uses, including CRM Analytics, to identify gaps and overlaps in functionality.
                                  Which tool would help UC understand the existing functionality.

                                  正解:C

                                  解説:
                                  Explanation
                                  The tool that would help UC understand the existing functionality of all of its reporting tools is a capability model. A capability model is a visual representation of the core capabilities or functions that an organization performs or delivers to achieve its strategic objectives. A capability model helps to identify and organize high-level process areas that span across different departments or teams, as well as highlight any gaps or overlaps in functionality. A capability model can also help to prioritize and scope Salesforce projects based on business value and impact.
                                  In this case, UC can use a capability model to map out all of its reporting tools by their capabilities or functions, such as data sources, data integration, data analysis, data visualization, data sharing, etc. This would help UC understand what each reporting tool can do or provide, how they relate or differ from each other, and where there may be redundancies or inefficiencies in their reporting processes. References:
                                  https://trailhead.salesforce.com/content/learn/modules/salesforce-business-analyst-certification-prep/business-pro


                                  質問 # 135
                                  The Sen/ice Center at Universal Containers (UC) uses Service Cloud and Experience Cloud to manage its customer case lifecycle. UC wants to limit the number of interactions a customer has during the lifecycle. The project leader has asked the business analyst (BA) to visually illustrate the lifecycle.
                                  Which document should the BA create?

                                  正解:A


                                  質問 # 136
                                  The Salesforce development team is strictly following scrum to govern its releases. An executive trying to plan a vacation wants to know when work on the feature will begin so they can be available for additional implementation questions. After consulting with the product owner, the business analyst (BA) learns the team has decided to adopt Kanban instead for all future releases.
                                  What should the BA tell the executive?

                                  正解:C

                                  解説:
                                  Explanation
                                  The business analyst should tell the executive that work will begin when capacity becomes available. This is because Kanban is a development model that focuses on continuous delivery and flow of work, rather than fixed iterations or sprints. Kanban uses a visual board that shows the status of work items across different stages, such as backlog, in progress, done, etc. Work items are pulled from one stage to another when there is available capacity or demand, rather than according to a predefined schedule or plan. Work will not begin after executive approval is given or in the next sprint because these are concepts that are more relevant for other development models such as change set development or org development. References:
                                  https://trailhead.salesforce.com/content/learn/modules/salesforce-business-analyst-certification-prep/user-accepta


                                  質問 # 137
                                  As part of the digital transformation at Cloud Kicks, company leaders have decided to adopt Service Cloud as its CRM platform for customer service and support. Executive directors are supportive of the initiative, but end users are unconvinced and prefer to remain on the current platform.
                                  What should the business analyst do to gain the end users' cooperation?

                                  正解:B

                                  解説:
                                  The best way for a business analyst to gain the end users' cooperation is to identify key stakeholders and develop relationships with them as a trusted advisor; involve stakeholders and end users in the design of the new solution; and act as a liasion between business and technical teams. This will help them understand their needs and expectations, demonstrate value and benefits, and facilitate communication and feedback.
                                  Responding to end users with empathy and accommodate their needs; translating the end users' needs into technical requirements; and delivering the project to the developers to implement the solution may be too reactive or passive without addressing the root causes of resistance or ensuring alignment. Using an assertive influencing style; demonstrating authority and expertise; outlining the project objectives; and making sure end users know that the decision has been made and the time to make changes has passed may be too aggressive or authoritative without building trust or rapport. References:
                                  https://trailhead.salesforce.com/content/learn/modules/salesforce-business-analyst-certification-prep/collaboratio


                                  質問 # 138
                                  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?

                                  正解:B

                                  解説:
                                  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/ma
                                  https://www.scrum.org/resources/blog/how-handle-change-request-scrum


                                  質問 # 139
                                  ......

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