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| Section | Weight | Objectives |
|---|---|---|
| User Stories and Agile Practices | 15% | - Agile/Scrum collaboration with development teams - Writing effective user stories and acceptance criteria |
| Data and Process Understanding in Salesforce | 20% | - Process mapping and optimization - Data modeling concepts in Salesforce |
| Business Analysis Fundamentals | 20% | - Business process analysis and improvement - Role of a Business Analyst in Salesforce ecosystem |
| Stakeholder Engagement | 20% | - Communication and collaboration strategies - Stakeholder identification and analysis |
| Requirements Development and Management | 25% | - Requirements elicitation techniques - Requirements documentation and validation |
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質問 # 41
During a sprint grooming session for the Sales Cloud implementation at Cloud Kicks, the development team mentions the step "Code Review by Technical Architect" listed within the acceptance criteria needs to be adjusted.
Which location should the business analyst move this item to?
正解：A
解説：
The business analyst should move this item to the definition of done. The definition of done is a set of criteria that must be met before a user story or sprint can be considered complete or ready for release. The definition of done helps to ensure quality, consistency, and transparency across the project team. The step "Code Review by Technical Architect" is not part of the acceptance criteria for a specific user story, but rather a general requirement that applies to all user stories or sprints. References: https://trailhead.salesforce.com
/content/learn/modules/user-story-creation/write-user-stories
質問 # 42
A few users have reported an issue with the recent Cloud Kicks?
Salesforce implementation.
What should the business analyst do first?
正解：B
解説：
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.
質問 # 43
Cloud Kicks leadership wants to improve the new customer onboarding experience. There are a number of complex handoffs between teams. Service managers have been tasked with working with the operating team to improve the handoff between salesforce and internal systems. The business (BA) wants to break down the onboarding processing and sub-processes into simpler steps.
What should the BA create to engage stakeholders?
正解：C
解説：
This answer states that creating a value stream map is what the BA should do to engage stakeholders for improving the new customer onboarding experience at Cloud Kicks which involves complex handoffs between teams. A value stream map is a type of process map that shows how value flows from a customer request to a product or service delivery across different teams or departments. Creating a value stream map means that the BA works with stakeholders from different teams or departments to identify and visualize their inputs, outputs, activities, roles, etc. related to customer onboarding. Creating a value stream map is what the BA should do to engage stakeholders for improving customer onboarding because it helps them to collaborate and communicate their perspectives and expectations, and to discover and eliminate waste or inefficiencies in customer onboarding. References: https://trailhead.salesforce.com/en/content/learn/modules/salesforce- business-analyst-quick-look/use-process-mapping-to-understand-your-business
質問 # 44
Cloud Kicks (CK) is expanding and has many different departments in manufacturing and delivery. CK needs to prepare for a new Sales Cloud implementation for it, 6,000 users. To increase adoption, the business analyst (BA) wants to break down existing sides between the manufacturing and delivery departments.
Which planning approach should the ISA take to get buy-in from users?
正解：C
解説：
This answer states that documenting user requirements from each department during discovery sessions is what the BA should do to get buy-in from users for preparing for a new Sales Cloud implementation for 6,000 users at CK. User requirements are the needs, expectations, and objectives of the users for the Sales Cloud implementation. Discovery sessions are meetings or workshops where the BA gathers and clarifies user requirements from different stakeholders. Documenting user requirements from each department during discovery sessions means that the BA records and organizes the information obtained from different stakeholders from different departments, such as manufacturing and delivery, in a clear and concise way.
Documenting user requirements from each department during discovery sessions is what the BA should do to get buy-in from users for preparing for a new Sales Cloud implementation because it helps the BA to understand and validate the user requirements, and to communicate and align them with the project scope and goals. References: https://trailhead.salesforce.com/en/content/learn/modules/salesforce-business-analyst- quick-look/use-stakeholder-engagement-skills
質問 # 45
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?
正解：C
解説：
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-management
質問 # 46
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