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A business analyst (BA) at Northern Trail Outfitters is assigned to a project to help revamp the case management process. The BA has gathered requirements and finished the first draft of user stories.
What should the BA use to assess the quality of a user story?

A Gap analysis document
B INVEST checklist
C Numerical framework

The business analyst at Cloud Kicks is using a checklist to assess the quality of user stories for an upcoming Experience Cloud implementation.
Which characteristics make a user story successful?

A Actionable, Concise, Testable, Solution-oriented, Defined
B Independent, Negotiable, Valuable, Estimable, Small, Testable
C Clear, Direct, Concise, Cross Functional. Configurable

Universal Containers is about to kick off a new Salesforce Implementation, bringing both sales and service teams onto the platform. Each team has been managing Accounts and Contacts in their own way even though the Accounts and Contacts are shared between the teams. This has resulted in disagreements about what should be built in Salesforce.
Which groups should the business analyst work with to gain full alignment on a common program vision and strategy?

A Executive sponsors, IT leadership, and end users
B Business leaders, middle management, and end users
C Senior leadership, IT leader ship, and middle management

The business analyst at Universal Containers is helping the team transition from workflow rules to flows. The work has been built and it is time to kick off user acceptance testing (UAT).
What is the goal of UAT?

A To ensure what was originally requested is being delivered
B To identify acceptance criteria with pass/fail indicators
C To summarize the overall ask and determine what is in scope

A business analyst (BA) is working with the support team at Cloud Kicks (CK) on a Service Cloud implementation. The BA has decided to create a process map to understand CK's current merchandise return process.
What are the top three benefits of creating a process map?

A Builds accountability, increases revenue, and decreases overall time spent on requirements
B Identifies improvements, decreases project costs, and starts the change process
C Engages stakeholders, identifies improvements, and starts the change process

Cloud Kicks is planning to create a new Service Cloud console app for its services team to resolve issues with delayed shipments to customers. The business analyst (BA) wrote the user stories based on a written list of requirements provided by the manager of the services team. Upon stakeholder review with the entire services team, many of the user stories were rejected and the BA had to revise them.
When the BA wrote the initial user stories, what was the likely cause of the issue?

A The user stories focused on well-defined personas.
B The project team failed to discuss the user stories as a group.
C The acceptance criteria of the user stories were too specific.

The sales team at Cloud Kicks is rolling out a new sales methodology. To incorporate the requested changes, the business analyst working with the technical team identifies several integrations that touch the Opportunity object and could be impacted by the changes. The project manager wants the solution to include unit testing, code reviews, and functional testing.
What does the project team need to agree upon to ensure the work is ready to be deployed?

A Entity relationship diagram
B User acceptance criteria
C Definition of done

The product development team at Northern Trail Outfitters is creating a process within Salesforce to onboard new retail employees. The business analyst (BA) creates a current state process map by interviewing a few members of the onboarding team using email questionnaires. After presenting the process map to the entire onboarding team, the BA receives feedback that it is incorrect.
What should the BA do to provide the product development team with more accurate information about the onboarding team's process?

A Review survey feedback again to better understand pain points in the existing onboarding process.
B Conduct individual interviews with each team member to gather more information about the existing onboarding process.
C Meet with key project stakeholders in a live workshop to build consensus on the current and desired onboarding processes.

Universal Containers has just been notified by authorities that govern the shipping industry of new regulatory requirements. To comply, there are several existing processes built on Salesforce that will need to change. A business analyst (BA) will help describe the additional business needs imposed by the new regulations.
Which type of document should the BA prepare?

A Current state analysis
B Audit log
C Gap analysis

A sales manager at Cloud Kicks recently learned about Salesforce Macros and believes service agents could benefit from the feature. The sales manager created the following user story: "As a service agent, I want Salesforce Macros to complete repetitive tasks faster."

What should the business analyst change to improve the user story?

A Change the user story to the sales manager persona.
B Add a quantifiable reason why the feature is needed.
C Replace the specific feature with a goal.

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 Conduct interviews with stakeholders in the order management and fulfillment departments to identify individual pain points and brainstorm process improvement solutions.
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 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.

Cloud Kicks wants managers to be able to approve time-off requests in Salesforce. A business analyst (BA) wrote the following:

User Story -
"As a manager, I want to communicate the status of time-off requests with employees so that I can increase employee satisfaction."

Acceptance Criteria -
• A manager can change the status of the request.
• A manager can send a comment to the employee about their request.
• The solution must be intuitive.

Why does the BA need to make a change to improve the user story?

A The acceptance criteria is too vague.
B The acceptance criteria should be solution focused.
C The user story is too large to test.

The business analyst (BA) on the Salesforce development team at Northern Trail Outfitters is leading a requirements elicitation workshop about the process for onboarding new wholesale partners. While whiteboarding the process, one stakeholder continuously interrupts and points out inefficiencies with invoicing and delivery processes.

What should the BA do to prevent the session from being derailed?

A Shift the conversation from onboarding to the stakeholder's concerns.
B Ask the stakeholder to focus on the onboarding process.
C Add the stakeholder's concerns to a "parking lot" for further discussion.

Cloud Kicks leadership wants to improve the new customer onboarding experience. There are a number of complex handoffs between teams. Service managers have been tasked with working with the operations team to improve the handoff between Salesforce and internal systems. The business analyst (BA) wants to break down the onboarding processes and sub-processes into simpler steps.

What should the BA create to engage stakeholders?

A Value Stream Map
B Universal Process Notation
C Capability Model

A business analyst (BA) discovers that Universal Containers (UC) has automated case assignments in Service Cloud. UC uses case assignment rules to route cases to a predefined team. The UC leadership team wants to improve how cases are routed.

What should the BA recommend to help UC 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 rules to Omni-Channel.

The business analyst (BA) is preparing for user acceptance testing (UAT) for Northern Trail Outfitters’ new Service Cloud implementation. The BA secured the sandbox for the testing environment, wrote test cases, and created a process to track and manage reported bugs.
Which additional step is required during the UAT planning process?

A Identify power users.
B Gather business requirements.
C Schedule deployment.

Universal Containers uses Kanban to complete its Salesforce development. In the middle of a sprint, the sales manager submits an important item to the team.
What should the business analyst do next?

A Ask the team to reprioritize the backlog and work on the Item at the top.
B Ask the team to commit to the work for the next sprint.
C Ask the team to pivot and complete the work immediately.

A new employee at Universal Containers just sent the business analyst (BA) a Slack message with an attachment named User_Stories_v37_final final _final.docx.

Which best practice should the BA train the employee on first?

A Use acceptance criteria to define success.
B Use standard naming conventions.
C Use a version control repository.

New Interns at Universal Containers have been tasked with following a new process to import leads from a spreadsheet into Salesforce. A business analyst Is mapping the process to document the overall lead creation process.
What should the process map look like?

A A somewhat detailed process map that is easy to remember and self- explanatory
B A very detailed process map that is unambiguous and version controlled
C A simple process map that is high-level and covers key aspects

A business analyst (BA) is preparing to demonstrate the functionality built by the development team over the last sprint to the client.

Which technique should the BA use to create a compelling demo?

A STAR method – situation, task, action, result
B Functional – requirements, code/configuration, run as user
C Storytelling – hero, challenge, helper, victory

An executive at Cloud Kicks has tasked the internal Salesforce staff with the optimization of a very manual process in its Salesforce org.
What should the business analyst do first before a future state is proposed to key stakeholders?

A Discuss project trade-offs with the executive sponsor.
B Manage project integrations with the technical team.
C Hold a kickoff meeting to set expectations with the project team.

Universal Containers (UC) is working 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 Be vulnerable and own their mistake.
B Promise to work harder to avoid other mistakes.
C Ask their supervisor for help immediately.

A business analyst (BA) at Northern Trail Outfitters is mapping a workflow process to onboard a new user group to a Service Cloud implementation.
Which level of detail should the BA use for the process map and why?

A Simple — A high-level overview of the process Is sufficient to show a new user experience.
B Somewhat detailed — Since the process will be repetitive, new users will learn and remember the details.
C Very detailed — It should be prescriptive for new users following an unfamiliar process.

A business analyst (BA) at Universal Containers looks at the user stories for a new implementation of the Salesforce Customer Data Platform (CDP) and notices they are too large. The BA recommends that the large stories be broken down into smaller stories which will decrease the future level of effort for subsequent activities.

Which activity will be most impacted by breaking down the user stories?

A Acceptance criteria
B Estimation
C Defining the persona

Universal Containers is developing a new recruitment app using Service Cloud. The project team has started writing user stories including:

"As a human resources (HR) manager, I need to document the progress of a candidate’s submission so I can manage the candidate’s application throughout the recruiting process."

What is one definition of done for this user story?

A The Candidate Status field can be updated.
B The Candidate object has Edit access.
C The acceptance criteria has been approved.

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