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| Section | Weight | Objectives |
|---|---|---|
| Requirements Gathering and Management | 18% | - Engage stakeholders to elicit, validate, and prioritize requirements - Distinguish between scope, requirements, and user stories - Document and maintain requirements in version control |
| Collaboration with Stakeholders | 23% | - Select appropriate communication and analysis techniques - Bridge gaps between business and technical teams - Identify stakeholders and build effective relationships - Plan discovery activities based on stakeholder groups |
| Business Process Mapping and Optimization | 12% | - Map existing business processes - Validate process designs with stakeholders - Design optimized processes aligned with Salesforce - Identify improvement opportunities |
| 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 |
| 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 |
| Customer Discovery | 17% | - Assess current state of Salesforce usage - Understand role of Business Analyst in implementation lifecycle - Analyze environment and identify constraints/opportunities - Align Salesforce capabilities with business needs - Identify business goals, strategies, and challenges |
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問題 #191
Cloud Kicks has completed the user acceptance testing (UAT) phase of a major update to Sales Cloud for its EMEA sales team.
How should the business analyst help the EMEA sales team learn the new features?
答案：B
解題說明：
This answer states that building tooltips and discoverable content in the new console layouts is how the BA should help the EMEA sales team learn the new features after completing the user acceptance testing phase of a major update to Sales Cloud. Tooltips are small pop-up windows that provide brief explanations or instructions for a feature or a functionality when a user hovers over or clicks on an element. Discoverable content is content that is hidden until a user interacts with a trigger, such as a button, a link, or an icon.
Building tooltips and discoverable content in the new console layouts can help the BA to provide contextual and on-demand guidance and information to the EMEA sales team, and help them learn the new features at their own pace and convenience. References: https://trailhead.salesforce.com/en/content/learn/modules
/salesforce-business-analyst-quick-look/use-stakeholder-engagement-skills
問題 #192
Cloud Kicks needs to revamp its support process to improve the customer experience and has asked the Service Cloud team to collaborate with the business analyst (BA). The BA has scheduled an initial live process mapping session with all stakeholders and received the following calendar responses:
What should the BA do?
答案：A
解題說明：
This answer states that canceling the workshop and rescheduling it to a date when all stakeholders are available is what the BA should do after receiving the calendar responses for an initial live process mapping session with all stakeholders for revamping its support process to improve the customer experience. A process mapping session is a collaborative activity where the BA and the stakeholders work together to document and analyze the current state of a business process, identify pain points and opportunities, and design the future state of the process. Canceling the workshop and rescheduling it can help the BA to ensure that all stakeholders are present and engaged in the session, and that their input and feedback are captured and considered. References: https://trailhead.salesforce.com/en/content/learn/modules/salesforce-business-analyst- quick-look/use-process-mapping-to-understand-your-business
問題 #193
A sales manager at Universal Containers (UC) customized all of their list views on the Account object to include a new field. Although they have multiple list views. The sales manager prefers to keep the recently viewed list as their default list. When the manager realize they are unable to modify the recently viewed list, they reach out to UC's Salesforce team for help?
What are the next steps the business analyst should take?
答案：C
解題說明：
This answer states that documenting the desired outcome and researching the impact of making a change are the next steps that the BA should take after receiving feedback from UC's sales manager who customized all of their list views on the Account object to include a new field and realized they are unable to modify the recently viewed list. Documenting the desired outcome means that the BA records what the sales manager wants to achieve or accomplish by modifying the recently viewed list, such as filtering, sorting, or grouping by the new field. Researching the impact of making a change means that the BA investigates how modifying the recently viewed list would affect other aspects of UC's Salesforce environment, such as performance, security, usability, etc. Documenting the desired outcome and researching the impact of making a change are the next steps that the BA should take after receiving feedback from UC's sales manager because they help the BA to understand and validate the business need and expectation of the sales manager, and to evaluate and propose possible solutions or alternatives for modifying the recently viewed list. References: https://trailhead.
salesforce.com/en/content/learn/modules/salesforce-business-analyst-quick-look/use-stakeholder-engagement- skills
問題 #194
Universal Containers is merging with another company that uses a different CRM. During requirements workshops, the incoming support team has been proactively sharing ideas, but the incoming sales team has been less engaged.
What should the BA do to ensure they are able to gather the necessary requirements?
答案：C
解題說明：
Proactively engaging the sales team is crucial for gathering a comprehensive set of requirements:
Ensuring Inclusivity: All functional teams must provide input for a successful CRM merger. Salesforce encourages proactive engagement with less responsive stakeholders to ensure all perspectives are considered.
Addressing Resistance: Direct follow-ups allow the BA to uncover reasons for disengagement and address them effectively.
Balanced Requirements Gathering: This approach prevents an imbalance in requirements that may lead to solutions favoring one team over another.
問題 #195
The business analyst at Cloud Kicks is beginning to write user stories for its Salesforce implementation.
Which three components should-be included when writing a user story?
答案：A
解題說明：
A user story is a short description of a feature or functionality from the perspective of an end user. It follows the format "As a <who>, I want <what>, so that <why>". The who is the user role or persona who will benefit from the feature or functionality. The what is the feature or functionality that the user wants or needs. The why is the benefit or value that the user will get from the feature or functionality. The when and where are not part of a user story format because they are usually captured in other documents or artifacts, such as acceptance criteria or wireframes. References: 1 https://trailhead.salesforce.com/en/content/learn/modules
/salesforce-business-analyst-certification-prep/user-stories
問題 #196
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