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Salesforce Certified-Business-Analyst Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Customer Discovery17%- Business analyst responsibilities
  • 1. Support implementation lifecycle
  • 2. Demonstrate Salesforce capabilities
  • 3. Identify business objectives
  • 4. Assess customer environment
Topic 2: Requirements18%- Requirements management
  • 1. Identify dependencies
  • 2. Manage requirement lifecycle
  • 3. Validate requirements
  • 4. Gather business requirements
Topic 3: User Stories18%- Agile documentation
  • 1. Support Agile delivery
  • 2. Refine backlog items
  • 3. Write user stories
  • 4. Define acceptance criteria
Topic 4: Collaboration with Stakeholders23%- Stakeholder engagement
  • 1. Manage stakeholder expectations
  • 2. Identify stakeholder roles
  • 3. Facilitate communication
  • 4. Prioritize business needs
Topic 5: Development Support and User Acceptance12%- Solution validation
  • 1. Support development teams
  • 2. Validate business outcomes
  • 3. Coordinate user acceptance testing
  • 4. Manage change adoption
Topic 6: Business Process Mapping12%- Process analysis
  • 1. Design future-state processes
  • 2. Manage scope definition
  • 3. Use process mapping techniques
  • 4. Document current-state processes

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Salesforce Certified Business Analyst Exam Sample Questions (Q295-Q300):

NEW QUESTION # 295
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: B

Explanation:
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 byallowing 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/


NEW QUESTION # 296
Northern Trail Outfitters (NTO) has noticed that many customers are posting to social media about issues they are having with a new product. The services team is looking for easy ways to engage with these customers and resolve their complaints. During the first discovery meeting of the project, the business analyst (BA) hears that the VP of services and support wants to implement Omni-Channel for NTO's Service Cloud.
What should the BA do first to ensure the ongoing success of the project?

Answer: C

Explanation:
The business analyst should encourage the project stakeholders to think of various ways to solve cases differently before deciding on a specific solution. This is because the business analyst should focus on understanding the problem or need that the project is trying to address, rather than jumping to a predefined solution. By exploring different options and alternatives, the business analyst can help the project stakeholders find the best fit solution that meets their requirements and expectations, as well as aligns with the project scope, budget, and timeline. References: https://trailhead.salesforce.com/content/learn/modules/salesforce- business-analyst-certification-prep/customer-discovery


NEW QUESTION # 297
The VP of sales at Cloud Kicks wants to streamline the lead qualification process to improve the team's productivity and help them reach their target goals. A business analyst (BA) has been assigned to the project to identify the disconnect between the sales and marketing teams' definitions of a qualified lead.
What should the BA focus on?

Answer: A


NEW QUESTION # 298
Northern Trail Outfitters (NTO) has moved its inventory systems to Salesforce to track the clothing it manufactures and sells. As a part of this project, NTO wants to implement several features which will also improve how its inventory is restocked. In order to manage the discovery phase of the project, the project team plans to hire a business analyst (8A).
What should a BA do to be successful during the first phase of the project?

Answer: B


NEW QUESTION # 299
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?

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-to-understand-your-users https://trailhead.
salesforce.com/en/content/learn/modules/salesforce-business-analyst-quick-look/use-interviews-to-understand- your-users


NEW QUESTION # 300
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