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| Section | Weight | Objectives |
|---|---|---|
| Development Support and User Acceptance | 12% | - Document lessons learned and feedback - Define and plan user acceptance testing - Evaluate test results and confirm solution meets requirements - Support development teams with clarification |
| Collaboration with Stakeholders | 23% | - Identify stakeholders and build effective relationships - Select appropriate communication and analysis techniques - Plan discovery activities based on stakeholder groups - Bridge gaps between business and technical teams |
| Requirements Gathering and Management | 18% | - Distinguish between scope, requirements, and user stories - Document and maintain requirements in version control - Engage stakeholders to elicit, validate, and prioritize requirements |
| User Stories and Acceptance Criteria | 18% | - Manage and maintain user story documentation - Define components of a well-formed user story - Write clear, testable acceptance criteria |
| Business Process Mapping and Optimization | 12% | - Design optimized processes aligned with Salesforce - Identify improvement opportunities - Validate process designs with stakeholders - Map existing business processes |
| Customer Discovery | 17% | - Assess current state of Salesforce usage - Analyze environment and identify constraints/opportunities - Identify business goals, strategies, and challenges - Understand role of Business Analyst in implementation lifecycle - Align Salesforce capabilities with business needs |
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NEW QUESTION # 169
Universal Containers is developing a new case management solution in Salesforce. The business analyst has started writing user stories to capture feature needs. One user story is: The customer care representative wants to take ownership of new cases and communicate with customers so they can provide high-touch customer experiences." Which component of the user story is "provide high-touch customer experiences?"
Answer: A
Explanation:
The component "provide high-touch customer experiences" is the why part of the user story because it describes the benefit or value that the customer care representative will get from taking ownership of new cases and communicating with customers. The who part of the user story is "the customer care representative" because it describes the user role or persona who will benefit from the feature or functionality. The what part of the user story is "to take ownership of new cases and communicate with customers" because it describes the feature or functionality that the customer care representative wants or needs. The where part of the user story is not included in this example because it is usually captured in other documents or artifacts, such as acceptance criteria or wireframes. The assumption part of the user story is not included in this example because it is usually captured in other documents or artifacts, such as risk register or issue log.
References: 1 https://trailhead.salesforce.com/en/content/learn/modules/salesforce-business-analyst- certification-prep/user-stories
NEW QUESTION # 170
The sales team at Universal Containers has concerns that the process for distributing new leads is too slow.
The VP of sales has engaged a business analyst (BA) to help map out a process to distribute new leads quickly. The BA sets up a meeting with stakeholders and learns a stakeholder already has a solution in mind.
What should the BA do next?
Answer: A
NEW QUESTION # 171
Universal Containers has scheduled a meeting with stakeholders, business analysts (BAs), and technical resources to review user stories. A BA reviews the user stories in advance of the meeting and notices that some best practices have been ignored. The first user story is focused on escalating cases in Service Cloud:
"The customer service agent needs the ability to escalate a case so they can assign high-risk cases to tier 2 support for faster resolution." Acceptance Criteria:
1. Add permission set
2. Users can escalate cases
3. Create fields on the Case object
4. Reports
Which best practice was ignored?
Answer: B
Explanation:
A use case is a type of documentation that describes how a user interacts with a system to achieve a specific goal. It is written from the user's point of view and follows a standard format of "A [user role] wants to [goal] by [steps]". A use case helps to capture the user's needs and expectations from the system and provides a basis for developing test cases and acceptance criteria. A BA should use use cases to document how users will interact with the system and what outcomes they expect from it. References: https://trailhead.salesforce.com
/en/content/learn/modules/business-analysis-functional-requirements/write-use-cases This answer points out that the previous VP's requirements may differ from those of the new executive as the largest risk with this approach of using the inherited requirements in lieu of a traditional discovery process for a Sales Cloud implementation. Requirements are statements that describe what a solution must do or have to meet the needs and expectations of the stakeholders or users. Requirements may change over time due to various factors, such as business goals, market trends, customer feedback, or stakeholder preferences. Using the previous VP's requirements without validating them with the new executive may result in a solution that does not align with their vision, strategy, or value proposition. References: https://trailhead.salesforce.com/en
/content/learn/modules/salesforce-business-analyst-quick-look/use-user-stories-to-capture-requirements
NEW QUESTION # 172
Universal Container wants to build a Salesforce application to manage its recruitment lifecycle. The project lead wants to identify the key recruitment steps and stakeholders in a visual format.
What should the business analyst do to meet the requirement?
Answer: B
Explanation:
The best tool for identifying the key recruitment steps and stakeholders in a visual format is to map the business process. Business process mapping is a technique that helps to create a visual representation of a business process. It shows the steps, inputs, outputs, roles, and decisions involved in the process. Business process mapping helps to understand the current state of the process, identify areas for improvement, and design the future state of the process. A BA should use business process mapping to identify the key recruitment steps and stakeholders for the Salesforce application. References: https://trailhead.salesforce.com
/en/content/learn/modules/business-analysis-process-mapping/understand-process-mapping
NEW QUESTION # 173
When creating a new User how can the Admin make sure a temporary password is generated?
Answer: B
Explanation:
Selecting "Generate Passwords and notify the user via email." is how the Admin can make sure a temporary password is generated when creating a new User. Selecting "Temporary Password and Confirmation Email Required" is not a valid option when creating a new User. There are temporary passwords available for setup of new users in Salesforce. This is a default feature, but it requires setup by selecting the correct option.
References: https://help.salesforce.com/s/articleView?id=sf.users_add.htm&type=5
NEW QUESTION # 174
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