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A business analyst is gathering requirements for an automation that triggers tasks when an
opportunity status changes. The requirement is that the system must alert the finance team
when an opportunity is won.
What is an example of a well-written user story in this scenario?
A. As a finance team member, I need to know when an opportunity is won that 1 can set up a billing account and update the account number. B. As an opportunity is won, task must be created for the finance team to set up a billing account and update the account the account number. C. As the system, it need to alert the finance team when an opportunity is won so they can set up a billing account and update the account number.
Answer: A
Explanation:
This user story follows best practices in user story writing by addressing the "Who, What, and Why":
Clear Perspective: The story is written from the perspective of the finance team
member, ensuring the user’s role and need are well-defined.
Action and Value: The "what" (setting up a billing account) and "why" (to support
the opportunity won) are included, ensuring clarity and alignment with business
goals.
Salesforce Guidance: Salesforce recommends framing user stories to reflect
specific user needs, making the story actionable and valuable for the development
team.
Question # 2
Universal Containers (UC) has several teams working on a new application in Salesforce.
Unfortunately, during the release process, it was discovered that the teams had overwritten
each other’s changes.
What should JC use to prevent this from happening in the future?
A. Code review sessions B. Version control system C. Change set deployments
Answer: B
Explanation: The tool that Universal Containers should use to prevent teams from
overwriting each other’s changes in the future is a version control system. A version control
system is a tool that tracks and manages changes to code or configuration in a software
project or enhancement. A version control system helps to prevent teams from overwriting
each other’s changes by allowing them to create and work on separate branches or copies
of the code or configuration, merge their changes with the main branch or copy when they
are ready, and resolve any conflicts or errors that may occur during the merge. A version
control system also helps to maintain a history of changes, backup and restore previous
versions, and collaborate and communicate with other team members. References:
https://trailhead.salesforce.com/content/learn/modules/git-and-git-hub-basics/work-with-thegit-
hub-workflow
Question # 3
Universal Containers is beginning a Commerce Cloud project with a new client. The
business analyst (BA) wants to leverage customercentric discovery to ensure a successful
project outcome.
How can the BA put this into action before the first requirements workshop?
A. Navigate the client's online purchasing process. B. Research the background of the client's Salesforce team. C. Develop preliminary technical specifications.
Answer: A
Explanation:Customer-centric discovery aims to understand the client’s current processes and pain
points from the customer’s perspective:
Experience Perspective: By navigating the online purchasing process, the BA
gains firsthand insight into the client's existing customer journey, a fundamental
step in Salesforce Commerce Cloud projects to identify gaps and improvement
areas.
Preparation for Workshops: Salesforce Business Analysts are encouraged to
come to workshops with contextual understanding of the business processes,
aligning directly with project goals.
Focus on Outcomes: Engaging with the client’s purchasing process ensures the
BA aligns the Commerce Cloud solution with the customer’s needs and
expectations, critical for a successful implementation.
Question # 4
The operations team at Universal Containers is developing a new inventory forecasting
application available on its Experience Cloud site. Management wants to identify key
external stakeholders to assist with determining project priorities.
Which external stakeholders should the business analyst recommend?
A. Governing bodies B. Third-party vendors C. Buyers and customers
Answer: C
Explanation:
For a project like developing a new inventory forecasting application on an Experience
Cloud site, identifying key external stakeholders is critical for ensuring that the solution
meets the end-users' needs. Buyers and customers are the primary users of such a
platform and are directly impacted by its functionality and performance. Involving them in
determining project priorities helps to align the development efforts with the actual market
demand and user expectations, leading to a more successful and user-centric solution.
Question # 5
Cloud Kicks (CK) wants the business analyst (BA) assigned to its Salesforce
transformation project to help it achieve organizational success.
The BA guides CK through a set of activities that provides tangible value and helps CK
reflect on the nature of its business and the value it provides to customers.
Which strategy is the BA employing?
A. The five ways to build trust B. The five most important questions C. The five W's and an H
Answer: C
Explanation:
The "Five W’s and an H" framework—Who, What, When, Where, Why, and How—is widely
used to ensure comprehensive understanding and strategy development:
Holistic Analysis: By guiding CK through questions addressing these dimensions,
the BA ensures thorough exploration of organizational goals and challenges.
Value-Driven Approach: This aligns with Salesforce's strategy of deriving business
value and insights through discovery sessions, which ultimately enhance customer
satisfaction and project success.
Framework Alignment: Salesforce documentation encourages asking fundamental
questions to uncover the full scope of business processes and expected
outcomes, which is exemplified in the use of the "Five W’s and an H."
Question # 6
During a discovery workshop, it was identified that the solution needs to meet all legal
accessibility standards (for example, ADA, Section 508, WCAG, etc.).
How should a business analyst document this need and ensure it is applied universally
across the solution?
A. Create a functional requirement for accessibility standards. B. Create a non-functional requirement for accessibility standards. C. Create a user story for accessibility standards.
Answer: B
Explanation:
Legal accessibility standards fall under non-functional requirements (NFRs), which
define system constraints or quality attributes:
Applicability: NFRs like accessibility apply universally to the solution, ensuring
compliance with ADA, Section 508, and WCAG standards, as mandated for many
Salesforce projects.
Consistency Across Features: Documenting accessibility as an NFR ensures the
requirement is enforced universally and is not tied to specific functional user
stories.
Industry Alignment: Salesforce emphasizes capturing non-functional needs to
meet legal and organizational standards effectively.
Question # 7
During a requirements gathering session, two stakeholders discuss the names of the fields
they want to see when adding leads to the system. Each stakeholder has a different point
of view on field names.
What should the business analyst do to help Influence the team and accurately capture the
requirements?
A. Find a middle ground where both stakeholders are satisfied with the field names. B. Ask the executive sponsor to make the final field name decisions. C. Allow the development team to make the final field name decisions
Answer: A
Explanation:
The business analyst should find a middle ground where both stakeholders are satisfied
with the field names, as this would ensure that the requirements are accurately captured
and reflect the needs of the business. The business analyst should facilitate a discussion
between the stakeholders to understand their perspectives and preferences, and help them
reach a consensus on the field names. This would also foster collaboration and trust
among the stakeholders, and avoid potential conflicts or confusion later in the
project. References:
Learn About the Salesforce Business Analyst Role: This reference explains the
key activities and skills of a Salesforce business analyst, including communication,
elicitation, documenting requirements, and analyzing information.
Field Names: This reference provides guidelines on how to format and display field
names in documentation and user interface text.
Question # 8
After completing requirements gathering session for a Sales Cloud implementation, the
business analyst (BA) has started to write user stories. During an internal user story grooming session, the project manager decided that each user story must:
* Be assigned a level of effort
* Be demonstrated to the stakeholder
* Have documented deployment steps
Where should the DA capture these requirements?
A. Definition of done B. Assumptions C. Acceptance criteria
Answer: A
Explanation: This answer states that definition of done is where the BA should capture
these requirements after writing user stories for developing a solution for managing leads in
Sales Cloud at UC: be assigned a level of effort, be demonstrated to the stakeholder, and
have documented deployment steps. Definition of done is a set of criteria that defines when
a user story or a task is completed and ready for deployment or delivery. Capturing these
requirements in the definition of done means that the BA specifies that a user story or a
task must meet or pass these criteria in order to be considered done. Capturing these
requirements in the definition of done is where the BA should do it after writing user stories
because it helps the BA to clarify and communicate the expectations and standards of the
user stories or tasks, and to ensure that they are met or passed. References:
https://trailhead.salesforce.com/en/content/learn/modules/salesforce-business-analystquick-
look/use-user-stories-to-capture-requirements
Question # 9
The executive director of Universal Containers (UC) plans to purchase additional
Salesforce Iicenses. The director recently hired a business analyst (BA) to lead a series of
journey mapping sessions. The director wants the Journey mapping sessions to be tailored
to the features and capabilities that are currently available in UC’s Salesforce environment.
Which information does the BA need to determine the features and functionality UC can
implement while avoiding additional costs?
A. Organization edition and license type B. Storage capacity and license type C. Number of active users and license type
Answer: A
Explanation: This answer states that organization edition and license type are the
information that the BA needs to determine the features and functionality that UC can
implement without additional costs for purchasing additional Salesforce licenses.
Organization edition is a version of Salesforce that provides a set of features and
functionality based on the needs and size of an organization, such as Essentials,
Professional, Enterprise, Unlimited, etc. License type is a category of user access that
determines what features and functionality a user can access within an organization, such
as Salesforce Platform, Salesforce, Customer Community Plus, etc. Organization edition
and license type are the information that the BA needs to determine the features and
functionality that UC can implement without additional costs because they define the limits
and capabilities of UC’s Salesforce environment, and they affect the pricing and availability
of additional licenses. References:
https://trailhead.salesforce.com/en/content/learn/modules/salesforce-business-analystquick-
look/use-stakeholder-engagement-skills
Question # 10
A lead business analyst (BA) for a Service Cloud implementation at Universal Containers
has a strict deadline. Both the client’s execute team and the project manager are eager to
complete the discovery phase of the project and begin developer.
What are the key activities that the BA must complete prior to beginning development?
A. Eliciting requirements, analyzing requirements, facilitating solutions, implementing solutions B. Eliciting requirements, writing user stories, implementing solutions, Testing solutions C. Eliciting requirements, documenting requirements, analyzing information, facilitating solutions
Answer: C
Explanation: This answer states that eliciting requirements, documenting requirements,
analyzing information, and facilitating solutions are the key activities that the BA must
complete prior to beginning development for a Service Cloud implementation at UC. Eliciting requirements means that the BA gathers and clarifies the needs, expectations, and
objectives of the stakeholders for the Service Cloud implementation. Documenting
requirements means that the BA records and organizes the information obtained from
eliciting requirements in a clear and concise way. Analyzing information means that the BA
reviews and evaluates the information obtained from documenting requirements to identify
gaps, issues, or opportunities for improvement. Facilitating solutions means that the BA
proposes and validates possible solutions or alternatives for addressing the gaps, issues,
or opportunities for improvement identified from analyzing information. Eliciting
requirements, documenting requirements, analyzing information, and facilitating solutions
are the key activities that the BA must complete prior to beginning development for a
Service Cloud implementation because they help the BA to define and communicate the
scope and specifications of the Service Cloud implementation, and to ensure that they
meet the stakeholder’s needs, expectations, and objectives. References:
https://trailhead.salesforce.com/en/content/learn/modules/salesforce-business-analystquick-
look/use-stakeholder-engagement-skills
Question # 11
The data science team at Universal Containers (UC) has been asked to analyze the sales
team's data within Salesforce. Early in their research, the data science team discovered
concerns about data quality. UC has brought in a business analyst (BA) to help address the
concern.
What should the BA focus on doing first during the initial discovery phase?
A. Shadow the sales team to observe process for entering data into Accounts and Opportunities. B. Meet with the executive leadership team to accurately understand the business need. C. Understand and document the data quality issues reported by the data science team.
Answer: C
Explanation:
The first step that the business analyst should take during the initial discovery phase is to
understand and document the data quality issues reported by the data science team. Data
quality issues are problems or errors that affect the accuracy, completeness, consistency,
timeliness, or validity of data in a system or database. Data quality issues can negatively
affect the analysis, reporting, decision making, or performance of a system or solution. The
business analyst should understand and document the data quality issues reported by the
data science team by asking questions, reviewing data samples, identifying root causes,
and measuring impacts. Understanding and documenting the data quality issues helps to
define and prioritize the business problem or need, as well as propose and evaluate
potential solutions. References:
https://trailhead.salesforce.com/content/learn/modules/salesforce-business-analystcertification-
prep/customer-discovery
Question # 12
A business analyst (BA) sees that all the acceptance criteria they wrote for an upcoming
project go live have passed unit testing.
How can the BA support the protect team to ensure the solution meets the business's
needs before demoing it to the relevant stakeholders?
A. Collaboration with stakeholders to establish to rollout communication and training plan. B. Help conduct user acceptance testing to make sure the product works smoothly across all business processes. C. Prepare documentation to summarize the QA team’s test results for the business stakeholders.
Answer: B
Explanation:
User Acceptance Testing (UAT) ensures the solution meets business requirements and is
ready for deployment:
Validation of Business Needs: UAT allows end users to test the solution against
real-world scenarios, ensuring the product aligns with the business processes.
BA’s Role in Testing: Salesforce highlights the importance of the BA in facilitating
and supporting UAT to identify any gaps before stakeholder demos.
Smooth Transition: UAT provides an opportunity to refine the product and enhance
user confidence in its functionality.
Question # 13
After the completion of the most recent sprint at Cloud Kicks (CK), the business analyst
(BA) provided a demo of three user stories for the customer support solution to a senior
executive. During the demo, the BA showcased the following Salesforce functionalities:
1. Searching for an account
2. Creating a new case
3. Closing a case
After the demo, the BA received poor feedback stating that the executive was unsure about
the definition of a "case."
What should the BA do differently in the next demo?
A. Confirm each user story includes a clear who, what, and why. B. Update the environment to use language specific to CK. C. Explain that the term is a Salesforce industry standard.
Answer: A
Explanation:
User stories should follow the "Who, What, Why" format to ensure clarity and relevance:
Avoiding Ambiguity: The feedback about the unclear definition of "case" highlights
a lack of context in the user story. Following the "Who, What, Why" format ensures
that stories are understandable to all stakeholders.
Best Practices: Salesforce recommends well-structured user stories to communicate functionality clearly during demos and workshops.
Stakeholder Alignment: Including the "why" links functionality to business value,
helping stakeholders understand the purpose of features showcased.
Question # 14
The delivery team at Cloud Kicks is getting ready to demonstrate some new Sales Cloud
functionality for a project’s stakeholders. The business analyst has prepared a demo script,
created test data in the sandbox, and tested the new functionality.
Which additional activity is most likely to result in a successful sprint demo?
A. Conducting multiple dry runs B. Exporting a backup copy of the demo data C. Performing a code review
Answer: C
Question # 15
A Cloud Kicks business analyst (BA) is conducting user interviews with the support team as
part of a migration to Salesforce.
Several users indicate they use multi-factor authentication (MFA) on their phones to log in
to existing systems. Other users have indicated they access existing systems with only a
username and password.
How should the BA resolve the issue?
A. Determine the most commonly used process. B. Ask the security team to confirm company policy. C. Ask executive leadership to make the decision.
Answer: B
Explanation:
When resolving conflicting user practices, consulting the security team ensures
compliance with organizational and regulatory standards:
Policy Confirmation: Salesforce emphasizes the importance of aligning system
configurations, such as multi-factor authentication (MFA), with the company's
security policies.
Consistency and Compliance: By confirming with the security team, the BA
ensures the Salesforce implementation adheres to company-wide requirements
and prevents unauthorized access or deviations from compliance mandates like
GDPR or HIPAA.
Best Practices: Relying on established company policies avoids arbitrary decisions
and ensures uniformity across user authentication processes.
Question # 16
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?
A. Recommend that the user submit a ticket related to the field creation. B. Research AppExchange solution that offer customization options. C. Document the desired outcome and research the impact of making a change.
Answer: C
Explanation:
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/salesforcebusiness-
analyst-quick-look/use-stakeholder-engagement-skills
Question # 17
The delivery team at Cloud Kicks has Just conducted a successful sprint demo showcasing
a new sales dashboard. However, the marketing team Is unhappy because the new lead
automation they requested was missing from the deliverables and an Important new
marketing campaign is starting the next day.
What did the business analyst fall to do during sprint planning'?
A. Prioritize the sprint backlog with stakeholders B. Calculate the sprint capacity correctly C. Create a burndown list of sprint tasks
Answer: A
Explanation:
According to the Salesforce Business Analyst Certification Prep, the business analyst’s role
in sprint planning is to prioritize the sprint backlog with stakeholders1. The BA should
ensure that the most important and valuable user stories are selected for the sprint, based
on the business needs and expectations1. The BA should also communicate the sprint
goals and scope to the stakeholders and get their buy-in1. In this scenario, the BA failed to
prioritize the sprint backlog with the marketing team, resulting in their dissatisfaction with
the deliverables. References: Salesforce Business Analyst Certification Practice Quiz and
Sample Questions, Cert Prep: Salesforce Business Analyst
Question # 18
A business analyst (BA) has been assigned to a new project with Universal Containers.
The program manager has shared a variety of documents with the BA prior to the project
kickoff.
Which document will help the BA understand the project's goals, stakeholders,
background, and scope?
A. System Requirements Specification (SRS) B. Statement of Work (SOW) C. Master Service Agreement (MSA)
Answer: B
Explanation:
The Statement of Work (SOW) provides the BA with an overview of the project’s
objectives, scope, and stakeholders:
Project Goals and Scope: The SOW typically outlines the purpose of the project,
high-level deliverables, and boundaries. Stakeholder Identification: It identifies key players and their roles, ensuring the BA
understands the parties involved.
Background Information: The SOW includes contextual details about the business
problem or opportunity driving the project, aiding in effective discovery.
Salesforce documentation emphasizes the importance of the SOW as a foundational
document for project alignment.
Question # 19
When customers have had an issue making an online purchase on the Northern Trail Outfitters (NTO) website, they submitted feedback about the quality of the service provided
by the support team. MTO has listened to its customers and wants to make improvements.
How should the business analyst guide the conversation with stakeholders to identify
meaningful process improvements?
A. Analyze CSAT numbers with stakeholders to identify major pain points. B. Facilitate workshops with stakeholders to understand priorities. C. Review support team feedback survey results with stakeholders.
Answer: B
Explanation:
Facilitating workshops is the best way to guide conversations and identify meaningful
process improvements:
Stakeholder Engagement: Workshops bring together diverse perspectives,
enabling stakeholders to share insights and prioritize issues based on their impact
and feasibility.
Interactive Problem-Solving: Salesforce’s business analysis methodology
recommends workshops as an effective way to identify root causes and
collaboratively develop solutions.
Prioritization: The collaborative format helps stakeholders focus on key pain points
and align on process improvements that deliver the most significant value.
Question # 20
Cloud Kicks (CK) is planning a project to optimize its lead to cash process. CK needs
someone to analyze data and draw business insights, understand business processes, and
guide the business to the best implementation for the project.
Which role does CK need?
A. Business Analyst B. Solution Architect C. Salesforce Administrator
Answer: A
Explanation:
The role of the Business Analyst aligns with CK's needs for analyzing data,
understanding business processes, and guiding implementation:
Core Responsibilities: A BA bridges the gap between business needs and
technical solutions, ensuring optimal process improvements like the lead-to-cash
process.
Salesforce Role Expectations: Salesforce BAs are trained to analyze data,
document processes, and recommend best practices for implementations.
Collaborative Approach: A BA works closely with stakeholders, solution architects,
and administrators to ensure successful project delivery.
Question # 21
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?
A. Put extra effort into following up with the sales team … requirements. B. Shift focus to the support team since they are proactively providing requirements. C. Continue the requirements workshops and hope the salesforce become more responsive.
Answer: A
Explanation:
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.
Question # 22
Sales managers at Northern Trail Outfitters (NTO) have received feedback from sales reps
that record pages are slow and often take longer to load when using the app on the phone.
The business analyst (BA) has been asked to evaluate NTO’s org to find out which pages
are the slowest to load when using the app on the phone.
What is the first step the BA should take to help resolve the issue?
A. Create a new page layout for the phone. B. Use performance analyzer to view the assessment. C. Confirm steps to reproduce the issue.
A few users have reported an issue with the recent Cloud Kicks?
Salesforce implementation.
What should the business analyst do first?
A. Gather requirements from end users. B. Provide additional end user training. C. Create a high priority bug for a quick fix.
Answer: A
Explanation:
When addressing issues reported by users following a Salesforce implementation, the
business analyst's primary responsibility is to understand and analyze the problem
comprehensively before taking any corrective action.Gathering Requirements: This step involves communicating directly with the end
users to identify their issues and expectations. This ensures that the analyst has a
clear understanding of the problem's root cause. Reference: Salesforce Business
Analysis documentation emphasizes requirements elicitation and validation as
critical first steps in identifying misalignments or implementation gaps.
Avoiding Premature Actions: Jumping to training or creating a high-priority bug
may address symptoms rather than the actual problem. Salesforce implementation
guides and best practices stress the importance of first understanding the user
experience and system functionality through direct feedback.
Stakeholder Engagement: Engaging stakeholders and users is a critical phase
outlined in Salesforce's business analysis processes. It ensures that the problem
definition aligns with the users' needs and organizational objectives.
Follow-Up Steps: Once requirements are gathered, the next steps involve
validating and analyzing the data, and based on findings, proposing appropriate
solutions such as additional training, system adjustments, or bug fixes. Salesforce
Business Analyst responsibilities include continuous alignment of implemented
solutions with business needs.
This approach aligns with Salesforce's process-driven methodology for ensuring successful
system adoption and user satisfaction.
Question # 24
A new employee at Universal Containers just sent the business analyst (BA) a Slack
message with an named User3tories_v37_final_final_final.docx.
Which best practice should the 6A train the employee on first?
A. Use standard naming conventions. B. Use acceptance criteria to define success. C. Use a version control repository.
Answer: C
Explanation: This answer states that using standard naming conventions is the best
practice that the BA should train the employee on for sending a document named
UserStories_v37_final_final_final.docx. A standard naming convention is a set of rules or
guidelines that define how to name or label a document or a file in a consistent and
meaningful way. A standard naming convention typically includes elements such as project
name, document type, version number, date, author, etc. Using standard naming
conventions is the best practice that the BA should train the employee on for sending a
document because it helps the BA to organize and manage documents or files more
efficiently and effectively, and to avoid confusion or duplication among them. References:
https://trailhead.salesforce.com/en/content/learn/modules/salesforce-business-analystquick-
look/use-stakeholder-engagement-skills
Question # 25
Universal Containers is nearing the launch date for its new Salesforce Loyalty Managementprogram. The business analyst (BA) has ensured the user acceptance testing (UAT) planhas the proper test scripts.What is another important item the BA should look for in the UAT plan?
A. Estimated cost B. Timelines C. Process maps
Answer: B
Explanation:
Another important item that the BA should look for in the UAT plan is timelines. Timelines
are schedules that specify when each testing activity or task should start and end, and who
is responsible for completing them. Timelines help to ensure that testing is conducted in an
efficient and timely manner, avoid delays or conflicts in testing resources or availability, and
meet the project deadlines and expectations. The other options are either irrelevant or
incomplete. Option A does not relate to the UAT plan, but rather to the project budget or
scope. Option C does not specify what process maps are needed or how they are used in
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