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Salesforce Certified-Business-Analyst Exam Syllabus Topics:

Section	Weight	Objectives
Solution Design and Documentation	18%	- Map business processes to Salesforce capabilities - Create functional specifications and design documents - Translate requirements into Salesforce solution design
User Stories and Acceptance Criteria	18%	- Document and maintain user stories - Define components of effective user stories - Write clear, testable acceptance criteria
Development Support and User Acceptance	12%	- Plan and execute user acceptance testing - Validate solution against requirements - Support solution development and clarify requirements
Requirements Gathering and Management	18%	- Distinguish between scope, requirements and user stories - Engage stakeholders to elicit, validate and prioritize requirements - Document and manage requirements in version control
Customer Discovery	17%	- Document business processes and scope - Assess current state of existing products and processes - Understand BA roles across implementation lifecycle - Define project scope based on business strategies, goals and challenges
Change Management and Enablement	17%	- Develop change enablement strategies - Support adoption and training activities - Identify change impacts and risks

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Salesforce Certified Business Analyst Exam Sample Questions (Q142-Q147):

NEW QUESTION # 142
Universal Containers just rolled out a new sales methodology and process. A month after the initial training, the manager has noticed some reps have a large number of overdue tasks. The manager is unsure if it's a learning curve or a system issue and has asked the business analyst (BA) to determine the cause and recommend a solution.
Which method should the BA use to start collecting data?

A. Observation and interviewing
B. focus groups and workshops
C. Brainstorming and prototyping

Answer: A

Explanation:
This answer suggests observation and interviewing as methods to collect data for the BA to determine the cause and recommend a solution for UC's sales challenge. Observation and interviewing are techniques that help the BA understand how users perform their tasks, what challenges they face, and what their needs and expectations are. Observation involves watching users in their natural environment, while interviewing involves asking users open-ended questions. References:
https://trailhead.salesforce.com/en/content/learn/modules/salesforce-business-analyst-quick-look/use-shadowing-
https://trailhead.salesforce.com/en/content/learn/modules/salesforce-business-analyst-quick-look/use-interviews-

NEW QUESTION # 143
Universal Containers uses Kanban to complete its Salesforce development. In the middle of a sprint, the sales manager submits an important item to the team.
What should the business analyst do next?

A. Ask the team to reprioritize the backlog and work on the item at the top.
B. Ask the team to pivot and complete the work immediately.
C. Ask the team to commit to the work for the next sprint.

Answer: A

Explanation:
The business analyst should ask the team to reprioritize the backlog and work on the item at the top. 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. Reprioritizing the backlog can help the team accommodate the new item and ensure that the most important or urgent work is done first. Asking the team to commit to the work for the next sprint may not be a good option because Kanban does not use sprints or time-boxed iterations. Asking the team to pivot and complete the work immediately may not be a good option because it may disrupt the flow of work or create bottlenecks or waste in Kanban. References: https://trailhead.salesforce.com/content/learn/modules/salesforce-business-analyst- certification-prep/user-acceptance https://trailhead.salesforce.com/en/content/learn/modules/agile- development-with-scrum

NEW QUESTION # 144
Cloud Kicks has invited stakeholders from multiple departments and roles to participate in its latest Salesforce project. Each stakeholder's experiences and priorities for the project are different which causes tension within the team and a lack of clarity around project direction.
What should the business analyst do to help the team work together more effectively?

A. Lead the stakeholders in creating a team agreement that assigns project roles and outlines how the team will collaborate, disagree, develop trust, and define success
B. Limit participation in key project discovery, requirements, and solutioning meetings to leadership. and engage the larger team to answer questions directly/ related to their roles when needed.
C. Encourage leadership to share their vision for the project, and ask the larger team to focus feedback only on the key objectives, pain points, and requirements outlined by leaders

Answer: A

NEW QUESTION # 145
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?

A. 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.
B. Use an assertive influencing style; demonstrate authority and expertise; outline the project objectives; and make sure end users know that the decision has been made and the time to make changes has passed.
C. Respond to end users with empathy and accommodate their needs; translate the end users' needs into technical requirements; and deliver the project to the developers to implement the solution.

Answer: C

NEW QUESTION # 146
The executive director of Universal Containers (UC) plans to purchase additional Salesforce Iicenses. The director recently hired a business analyst (BA) to lead a series of journey mapping sessions. The director wants the Journey mapping sessions to be tailored to the features and capabilities that are currently available in UC's Salesforce environment.
Which information does the BA need to determine the features and functionality UC can implement while avoiding additional costs?

A. Storage capacity and license type
B. Organization edition and license type
C. Number of active users and license type

Answer: A

NEW QUESTION # 147
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