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Salesforce Certified Business Analyst Sample Questions:

1. 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?

A) The ''what'' of the acceptance criteria is negotiable.
B) The "who" of the user story is well-defined.
C) The "why'' of the user story is focused on user needs.

2. A sales manager express frustration that the sales team is failing to enter calls in salesforce. The manager is hoping to resolve the issue quickly and has limited time and budget to complete revamp existing tools and process, the sales manager reaches out to the business analyst (BA) for recommendation.
What should the BA do next?

A) Engage a developer to scope a custom solution.
B) Export a weekly report of user activity.
C) Research third-party apps on the AppExchange.

3. The Salesforce project team at Cloud Kicks is about to start a project that crosses sales and service teams. The business analyst (BA) has been tasked with writing user stories with the teams in a workshop.
What should the BA keep in mind during the process?

A) User stories are fixed upon stakeholder approval.
B) User stories encourage iterative development.
C) User stories specify which technical components are impacted.

4. Cloud Kicks (CK) wants to enhance the user experience for customer service agents on Service Cloud so they can effectively meet their service-level agreements. CK has a vision for the future state, but needs to understand how to achieve it. A business analyst (BA) has been assigned to help with this goal.
Which type of document should the BA use to meet the requirement?

A) Gap analysis
B) Change management
C) Use case

5. The Salesforce team at Cloud Kicks (CK) is reviewing the sales team's business processes. During a review session, the business analyst notices that quantifiable benchmarks have yet to be established.
Why is it a best practice to establish benchmarks to evaluate existing processes?

A) Compares processes against CK's closest competitors
B) Shows tangible impact from changes to processes
C) Proves processes are out of date and require a new solution

Solutions: