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Salesforce Certified Business Analyst Sample Questions:

1. Universal Containers wants to streamline a complex business process. The business analyst (BA) assigned to the Service Cloud project is creating a business process map of the existing process. The BA is having difficulty documenting the process because there is disagreement among the stakeholders about the steps that are being followed.
Which recommendation should the BA make to help the stakeholders reach agreement about the process?

A) Focus on the inputs and outcomes of the current process
B) Refer to the Responsible, Accountable, Consulted, informed (RACI) chart to determine who is accountable.
C) Brainstorm ideas to make the process more efficient.

2. Northern Trail Outfitters has gone through significant growth, moved several business units into Salesforce, and added hundreds of users.
Which key principle should a business analyst follow to help prioritize feature requests from various business units?

A) Give priority to the earliest requested dates.
B) Find and install a backlog grooming app from AppExchange.
C) Define roles, responsibilities, and processes.

3. An external business analyst (BA) has been brought in to work on a Sales Cloud project for Universal Containers (UC). UC's In-house BA has created epics and user stories, but the external BA notices that one story appears to be written Incorrectly.
How should the BA revise the statement below in the correct user story format?
"Sales reps need to track their pipeline in Salesforce."

A) As a sales representative, 1 want to be able to track my opportunities in Salesforce so that we can forecast accurately.
B) As a sales manager, 1 need sales representatives to track their opportunities in Salesforce.
C) As a sales manager, 1 want sales reps to track their opportunities in Salesforce for accurate forecast reporting.

4. Which step should a business analyst take to establish a connection with stakeholders during discovery sessions for a new Experience Cloud site?

A) Ensure the workshop schedule considers time zones and language differences.
B) Highlight their related Salesforce certifications to showcase expertise.
C) Share insights empathetically based on prior work that has solved similar problems.

5. 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?

A) Include the operations team during discovery.
B) Start project work for the operations team.
C) Proceed with the sales team's project as planned.

Solutions: