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Salesforce Certified Business Analyst certification is a valuable credential that can help individuals advance their careers in the Salesforce ecosystem. Salesforce Certified Business Analyst Exam certification demonstrates that the individual has the skills and knowledge required to work as a business analyst in a Salesforce environment. It also gives employers confidence that the individual has the necessary skills to help them achieve their business goals using Salesforce.
NEW QUESTION # 116
Universal Containers is setting up a Salesforce email integration for the sales team. Through discovery conversations, the business analyst (BA) learns the operations team also needs email integration in the near future.
What should the BA do next?
Answer: C
Explanation:
When a business analyst learns that another team also needs email integration in the near future, they should include that team during discovery. This is because including all relevant stakeholders early in the project can help to identify common needs, avoid duplication of work, leverage synergies, and deliver value faster. The business analyst should invite the operations team to participate in discovery activities such as interviews, surveys, workshops, observations, etc., and capture their requirements, expectations, and feedback. The business analyst should also communicate the project scope, timeline, and risks to both teams and manage any changes or issues that may arise. References: https://trailhead.salesforce.com/content/learn/modules
/salesforce-business-analyst-certification-prep/customer-discovery
NEW QUESTION # 117
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: A
NEW QUESTION # 118
The business analyst (BA) at Cloud Kicks (CK) has been tasked with optimizing CK's lead process. In the weekly sales meeting, the BA outlines the project and asks for input. A new entry-level employee reaches out multiple times with ideas and suggestions for improvements.
What should the BA do when responding to the new employee's input?
Answer: C
NEW QUESTION # 119
Northern Trail Outfitters is Updating Its customer portal built on Experience Cloud. The team has drafted a user story:
"As a customer, I want to be able to chat with a support agent and view my account, see my orders, and ask questions via the customer port.
What should a business analyst do to improve this user story?
Answer: A
Explanation:
Explanation
The business analyst should adjust the goal of the user story to be independent of other user stories. A user story should be able to stand on its own and not depend on other user stories for completion or value. This helps to avoid dependencies, conflicts, and delays in development and testing. The current user story has a goal that combines two different features (chat with a support agent and view account information) that could be split into separate user stories. References:
https://trailhead.salesforce.com/content/learn/modules/user-story-creation/write-user-stories
NEW QUESTION # 120
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?
Answer: C
Explanation:
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-
NEW QUESTION # 121
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