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| Certification Vendor: | Salesforce |
|---|---|
| Exam Name: | Salesforce Certified Business Analyst Exam |
| Exam Number: | Certified-Business-Analyst |
| Available Languages: | English |
| Exam Format: | Scenario-based, Multi-select, Multiple-choice |
| Passing Score: | 72% |
| Certificate Validity Period: | Valid indefinitely with required maintenance modules |
| Exam Duration: | 105 minutes |
| Real Exam Qty: | 60-65 |
| Exam Price: | US$200 + applicable taxes |
| Recommended Training: | Salesforce Business Analyst Trailmix |
| Exam Registration: | Salesforce Certification Registration Pearson VUE Scheduling |
| Sample Questions: | Salesforce Certified-Business-Analyst Sample Questions |
| Exam Way: | Online proctored or onsite at authorized Pearson VUE test centers |
| Pre Condition: | No mandatory prerequisites; recommended 2+ years business analysis experience and Salesforce familiarity |
| Official Syllabus URL: | https://help.salesforce.com/s/articleView?id=005298939&language=en_US |
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275. Frage
Northern Trail Outfitters (NTO) is working with an implementation partner to transform its customer support team with Service Cloud. A new business analyst (BA) who is a replacement from the partner was introduced to NTO stakeholders during the discovery phase of the project. The new BA is still getting to know each of the stakeholders when they start the requirements workshop. The BA asks a stakeholder a discovery question and they seem irritated.
What should the BA do to build trust with the stakeholder as the project continues?
Antwort: C
Begründung:
Explanation
The business analyst should set up a casual meeting to create a personal connection with the stakeholder to build trust with them as the project continues. A casual meeting is an informal conversation that allows the business analyst and the stakeholder to get to know each other better, share their backgrounds and interests, and establish rapport and empathy. A casual meeting can help to ease any tension or frustration that may have arisen during the discovery session, as well as show respect and appreciation for the stakeholder's input and feedback. References:
https://trailhead.salesforce.com/content/learn/modules/salesforce-business-analyst-certification-prep/stakeholder-
276. Frage
What are the business analyst's responsibilities during the analyze phase of the Salesforce implementation lifecycle?
Antwort: A
Begründung:
Explanation
The business analyst's responsibilities during the analyze phase of the Salesforce implementation lifecycle are to gather business requirements, create process maps, and write user stories. These activities help the business analyst understand the current state, future state, and gaps of the business processes and translate them into clear and actionable requirements for the solution design and development teams. Completing testing, building training materials, and eliciting requirements for the next iteration are responsibilities during the validate phase of the Salesforce implementation lifecycle. Creating a data dictionary, writing end user documentation, and reviewing test scripts are responsibilities during the prepare phase of the Salesforce implementation lifecycle.
References:
https://trailhead.salesforce.com/content/learn/modules/business-analysis-for-salesforce-projects/understand-the-s
https://trailhead.salesforce.com/content/learn/modules/business-analysis-for-salesforce-projects/analyze-business
277. Frage
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?
Antwort: A
Begründung:
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
278. Frage
A business analyst (BA) is compiling a list of subject matter experts to consult throughout the discovery for a new Service Cloud implementation.
What is the primary value of the BA speaking with customer service reps?
Antwort: C
Begründung:
Explanation
The primary value of the business analyst (BA) speaking with customer service reps during the discovery for a new Service Cloud implementation is validating current processes. Customer service reps are the end users of Service Cloud and they can provide valuable insights into how they perform their tasks, what challenges they face, and what expectations they have from the new system. The BA can use this information to validate or update the current process maps and identify areas for improvement. Estimating the project cost is not a value of speaking with customer service reps, as this is usually done by project managers or sponsors based on resource allocation and budget constraints. Building solution design consensus is not a value of speaking with customer service reps, as this is usually done by solution architects or developers based on technical feasibility and best practices. References:
https://trailhead.salesforce.com/content/learn/modules/business-analysis-for-salesforce-projects/understand-the-s
https://trailhead.salesforce.com/content/learn/modules/business-analysis-for-salesforce-projects/analyze-business
279. Frage
A business analyst (BA) at Northern Trail Outfitters is mapping a workflow process to onboard a new user group to a Service Cloud implementation.
Which level of detail should the BA use for the process map and why?
Antwort: A
Begründung:
Explanation
The level of detail that the business analyst should use for the process map and why is somewhat detailed.
This is because the process map should provide enough information to guide new users through the onboarding process, but not overwhelm them with too much detail that may be irrelevant or unnecessary.
Since the process will be repetitive, new users will learn and remember the details over time, and they can always refer back to the process map if needed. The process map should include the main steps, decisions, inputs, outputs, and roles involved in the onboarding process, as well as any exceptions or variations. The process map should also use clear and consistent terminology, symbols, and notation to ensure readability and understanding. References:
https://trailhead.salesforce.com/content/learn/modules/salesforce-business-analyst-certification-prep/business-pro
280. Frage
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