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Salesforce Certified-Business-Analyst Exam Syllabus Topics:

TopicDetails
Topic 1
  • Define and prepare the User Acceptance Test plan to confirm the solution meets the business requirements
  • Demonstrate how to define the scope of a complex business process and break it down into manageable steps
Topic 2
  • Given a scenario, manage competing priorities to obtain sign-off from stakeholders
  • Contrast the difference between acceptance criteria vs. definition of done
Topic 3
  • Discover how a customer is leveraging and benefiting from Salesforce products to establish the current state
  • Given a scenario, make a go
  • no-go release decision when new business or technical issues arise
Topic 4
  • Apply understanding of hierarchical process mapping to engage stakeholders at different levels of an organization
  • Apply governance on agreed future state processes to control scope
Topic 5
  • Document user stories in a version controlled repository to manage scope
  • Explain how to move from current state analysis to an agreed future state design
Topic 6
  • Understand and explain Business Analyst roles and responsibilities in different phases of the implementation lifecycle
  • Given a scenario, choose the most effective technique for eliciting business needs from stakeholders

Salesforce Certified Business Analyst Exam Sample Questions (Q146-Q151):

NEW QUESTION # 146
Northern Trail Outfitters wants to reduce the amount of time it takes for customers to receive their orders after making an online purchase.
Which initial steps should the business analyst take to help determine why the order management and fulfillment process is slow?

  • A. Work with stakeholders to identify relevant processes, select a key process with defined start and end points, and collaborate with process owners and users to create a current state process map.
  • B. Create a process map that includes detailed steps related to order management and fulfillment, analyze the process map for inefficiencies, and present findings to leadership.
  • C. Conduct interviews with stakeholders in the order management and fulfillment departments to identify individual pain points and brainstorm process improvement solutions.

Answer: A


NEW QUESTION # 147
Universal Containers is focused on an initiative to streamline its channel management processes. Due to the level of complexity, the business analyst (BA) will gather and document the key points in preparation to build a more detailed process map.
Which diagram should the BA use in this case?

  • A. SIPOC (Suppliers, Inputs, Process, Outputs, Customers)
  • B. Value Stream Map
  • C. Capability Model

Answer: A


NEW QUESTION # 148
Universal Containers (UC) is wording with an implementation partner to help it optimize Salesforce. A new business analyst (BA) from the partner was introduced to UC stakeholders a few weeks into the project The BA is getting to know each of the stakeholders by their roles and contributions. However, the BA had one misstep and is slightly embarrassed.
What should the BA do to build trust with the stakeholders?

  • A. Promise to work harder to avoid other mistakes.
  • B. Ask their supervisor for help immediately.
  • C. Be vulnerable and own their mistake.

Answer: C


NEW QUESTION # 149
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

Answer: B


NEW QUESTION # 150
A business analyst (BA) discovers that universal Containers automated case assignments in Service Cloud. UC uses case assignment rules to route cases to predefined team. The UC leadership team wants to improve how cases are routed.
What should the BA recommend to help the resolve a common obstacle?

  • A. Minimize case escalations to reduce time to resolution.
  • B. Document the current case assignment process.
  • C. Migrate from case assignment riles to Omni-Channel.

Answer: B


NEW QUESTION # 151
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