Test Test 3 Svi

Test 3 Svi

1 of 65. A business analyst has been asked to evaluate all of the reporting tools that Universal Containers (UC) currently uses, including CRM Analytics, to identify gaps and overlaps in functionality. Which tool would help UC understand the existing func

. A. Capability model

. B. Value stream map

. C. Process map

2 of 65. The sales teams at Universal Containers (UC) want to add a custom field to a page layout. The IT manager reminds the business analyst (BA) that UC uses the Application Lifecycle Management (ALM) process. The addition of the custom field and subse

. A. Gather requirements and analyze them.

. B. Add a custom field to a page layout in a sandbox.

. C. Obtain a change order from the customer.

3 of 65. Cloud Kicks (CK) wants to redefine its lead-to-customer business process. CK wants to unify the interactions between sales, marketing, and customers to provide a more seamless experience. The business analyst (BA) needs to create a visual represe

. A. Whiteboarding

. B. Journey Mapping

. C. Process Mapping

4 of 65. Sales leadership at Cloud Kicks (CK) is concerned about the limited adoption of Salesforce at the company. CK's Salesforce implementation includes many custom pages. Multiple users have complained about waiting a long time for key functionality t

. A. Enable Debug Logs.

. B. Run the Lightning page layout.

. C. Monitor the Lightning Usage App.

5 of 65. Over the past month, a business analyst (BA) has worked with various stakeholders at Cloud Kicks to document requirements for an upcoming Tableau implementation. A stakeholder suggested a revision to the requirements. The BA sent the updated requ

. A. Statement of work

. B. Change log

. C. Sprint plan

6 of 65. The project manager for a new project at Northern Trail Outfitters (NTO) wants the business analyst (BA) to obtain alignment on goals and strategies across NTO's organization. Using NTO's documentation, the BA begins to understand NTO's strategie

. A. SMART (Specific, Measurable, Achievable, Relevant, Time-bound)

. B. RACI (Responsible, Accountable, Consulted, Informed)

. C. V2MOM (Vision, Values, Methods, Obstacles, Measures)

7 of 65. The business analyst (BA) at Universal Containers has been capturing the requirements for a major Sales Cloud release. An admin has been deploying the resulting system changes. The quality assurance (QA) team has run into challenges when testing

. A. Associate each set of metadata changes to the corresponding user story.

. B. Provide detailed test cases to validate the functional requirements.

. C. Involve the stakeholders in the business requirements gathering sessions.

8 of 65. Universal Containers is currently doing user acceptance testing for a global customer service project that leverages Service Cloud. A stakeholder is executing a test case for a specific user story. The stakeholder has provided this feedback: &bul

. A. Acknowledge the feedback, create a new user story that includes the field changes, and ask the stakeholder to update the existing test case to show it was successfully tested.

. B. Acknowledge the feedback, update the existing user story to include the field changes, and assign the user story back to the technical team for immediate development.

. C. Acknowledge the feedback, create a new test case that includes the field changes, and assign the test case back to the stakeholder for immediate testing.

9 of 65. Which type of process diagram should the business analyst use at the beginning of a Salesforce project to outline high-level process areas such as "Prospect to Contract"?

. A. Value stream map

. B. Capability model

. C. SIPOC (Suppliers, Inputs, Process, Outputs, Customers)

10 of 65. Cloud Kicks (CK) wants its sales team to use Sales Cloud to decrease its lead conversion time. The business analyst (BA) will analyze and break down CK's typical sales cycle. How can process mapping help the BA get started on this project?

. A. It can show the relationship between the steps and actions in the sales cycle to communicate and understand the current state, and to identify areas for improvement.

. B. It can model changes in the current customer experience, analyze each change's potential for impact, and help visualize potential improvements in the sales cycle in advance of the solution design.

. C. It can display complex ideas in a consistent format, highlight blockers and impediments to help stakeholders quickly assess issues in the sales cycle, and see the project timeline at a glance.

11 of 65. The finance team is rolling out a new sales process in Sales Cloud for opportunities that are Closed/Won. After meeting with the team, a business analyst(BA) realizes that several requirements for the new process will need further refinement. Wh

. A. Business backlog

. B. Communication template

. C. Version control

12 of 65. The business analyst (BA) at Cloud Kicks (CK) has been tasked with optimizing CK's lead process. In the weekly sales meeting, the BA outlines the project and asks for input. A new entry-level employee reaches out multiple times with ideas and su

. A. Acknowledge the new employee's ideas while making extra effort to reach out to stakeholders who have more industry experience and knowledge.

. B. Schedule a one-on-one meeting with the new employee to get an alternative perspective from a beginner's mind.

. C. Send a detalled survey to the entire sales team, including the new employee, to understand their needs, expectations, and priorities.

13 of 65. The Cloud Kicks business analyst (BA) is frustrated because the requirements tracking spreadsheet is often incomplete or out-of-sync for the Slack transition project. The development team has recommended that the BA use a DevOps tool as an alter

. A. Tracks changes for the testing team and provides access to user stories

. B. Tracks changes on a daily basis and provides a history of changes

. C. Tracks changes in real time and provides a single source of truth

14 of 65. The business analyst is working with a stakeholder on a Salesforce project. The stakeholder needs an approval process on contract submissions. Sales managers want to see all contracts when the discount is greater than 20%. They will decline any

. A. A sales manager wants to be able to approve contracts with a large discount and they need a validation rule related to contract discounts greater than 25%.

. B. A sales manager wants to be notified when a contract has been submitted with a discount greater than 20% so the manager can approve or decline a discounted price.

. C. Users in a sales manager role should have access to a button on contracts to click to approve or decline a contract with a discounted price of 20% or more.

15 of 65. 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

. A. Refer to the Responsible, Accountable, Consulted, Informed (RACI) chart to determine who is accountable.

. B. Focus on the inputs and outcomes of the current process.

. C. Brainstorm ideas to make the process more efficient.

16 of 65. 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 smalle

. A. Defining the persona

. B. Estimation

. C. Acceptance criteria

17 of 65. 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 ma

. A. Value Stream Map

. B. SIPOC (Suppliers, Inputs, Process, Outputs, Customers)

. C. Capability Model

18 of 65. 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 a

. A. Create a functional requirement for accessibility standards.

. B. Create a user story for accessibility standards.

. C. Create a non-functional requirement for accessibility standards.

19 of 65. A business analyst (BA) conducted a group workshop with stakeholders to understand and document in-scope business processes. The BA feels there are gaps between process steps. What should the BA do to close the gaps or confirm the process steps?

. A. Review the documentation to ensure that information gathered about the process is correct.

. B. Using strategy analysis, define models of how gaps in the business process can be resolved.

. C. Conduct elicitation with stakeholders regarding their parts of the process.

20 of 65. A business analyst (BA) is in the process of documenting requirements. The BA wrote the following user story: "As a sales team manager, I want the ability to access reports on Sales Cloud to evaluate if the team's daily activities are meeti

. A. Able to monitor the sales team's performance

. B. Able to click the Run button on sales reports

. C. Able to view the sales team's reports

21 of 65. Universal Containers wants to integrate its Salesforce org with the largest online professional network so its sales reps can view information directly on Salesforce records. The business analyst will write acceptance criteria for this scenario.

. A. Install a CRM widget to allow sales reps to view information in the Lead and Contact records. B. A sales rep needs to have the CRM widget installed in the Lead and Contact Record Page Layout. C. A sales rep can view current information directly in the Lead and Contact records.

22 of 65. The Service Center at Universal Containers (UC) uses Service Cloud and Experience Cloud to manage its customer case lifecycle. UC wants to limit the number of interactions a customer has during the lifecycle. The project leader has asked the bus

. A. Process Map

. B. Heat Map

. C. Journey Map

23 of 65. The business analyst (BA) at Cloud Kicks has been asked to map the current sales process in Sales Cloud to document legal compliance with local privacy regulations, which can differ based on the state or country of a data transaction. Which acti

. A. Using live workshops to map out the sales process

. B. Asking stakeholders to complete a questionnaire

. C. Conducting individual interviews with stakeholders

24 of 65. The business analyst (BA) at Northern Trail Outfitters needs to create a current state process map for a Service Cloud implementation with its retail division. The BA needs a simple diagramming notation for the process map that is applicable acr

. A. Business Process Modeling Notation (BPMN)

. B. Universal Process Notation (UPN)

. C. Unified Modeling Language (UML)

25 of 65. Universal Containers has asked a business analyst (BA) to assist the sales management team with a request for a new picklist field called "Lost Reason" on the Opportunity object with the goal of improving pipeline reports. After mappin

. A. As a sales leader, I want to see more details on Closed/Lost Opportunities so I can help the sales team improve close rates.

. B. As a sales team member, I need additional enablement training and reporting information to help me improve close rates.

. C. As a sales leader, I need a new "Closed/Lost Reason" picklist field on Opportunities and better reports to help the sales team improve close rates.

26 of 65. The scrum team working on Salesforce projects at Northern Trail Outfitters plans to review the current build with stakeholders to gather feedback. The business analyst will facilitate the meeting. Which type of meeting should be held?

. A. Retrospective

. B. Daily stand-up

. C. Sprint review

27 of 65. 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 busin

. A. Give priority to the earliest requested dates.

. B. Define roles, responsibilities, and processes.

. C. Find and install a backlog grooming app from AppExchange.

28 of 65. A business analyst (BA) at Northern Trail Outfitters has been asked to prepare documentation including acceptance criteria and definition of done for a Heroku project. Which way should the BA approach creation of this documentation?

. A. Include the overall perspective for acceptance criteria and the persona's perspective for definition of done.

. B. Create one consolidated set of documentation as the two terms are synonymous and used interchangeably.

. C. Include the persona's perspective for acceptance criteria and the overall perspective for definition of done.

29 of 65. Cloud Kicks needs to revamp its support process over the next 12 months to improve the customer experience and has asked the Service Cloud team to collaborate with the business analyst (BA). The BA has scheduled an initial live process mapping s

. A. Cancel the workshop and reschedule it to a date when all stakeholders are available.

. B. Proceed with the workshop as scheduled with the stakeholders who are available.

. C. Hold a one-on-one diagram session with each stakeholder before the workshop.

30 of 65. Northern Trail Outfitters (NTO) wants to discuss an enhancement to Campaigns with the engineering, marketing, and sales teams. The changes involve detailed integration between systems that will be used by NTO's customers. The business analyst (B

. A. Business Requirements Document

. B. Solution Architecture Diagram

. C. Salesforce Solution Kits

31 of 65. Northern Trail Outfitters launched a new feature on its Experience Cloud site to allow customers to compare features of similar products ahead of the major promotional event of the year. The user acceptance testing (UAT) passed successfully; how

. A. The UAT should have been performed with enough time to resolve bugs in the new feature.

. B. The UAT should have been performed with both peak load and average load simulation.

. C. The UAT should have been performed by customers who are familiar with the products.

32 of 65. Cloud Kicks has decided to implement a case management process through Service Cloud. A business analyst (BA) has been tasked with writing requirements for this new feature. Which process should the BA follow to draft and finalize the requiremen

. A. 1. Review information from the discovery. 2. Ask clarifying questions. 3. Draft requirements.4. Share requirements with the technical team so they can begin building. 5. Create user acceptance criteria and test cases.

. B. 1. Review information from the discovery. 2. Draft requirements. 3. Ask clarifying questions.4. Draft user stories. 5. Share user stories with the technical team so they can begin building.

. C. 1. Review information from the discovery. 2. Ask clarifying questions. 3. Draft requirements.4. Refine and confirm requirements. 5. Prioritize which requirements will be included in the minimum viable product.

33 of 65. The business analyst (BA) at Northern Trail Outfitters is helping to improve the process for handling customer returns using Salesforce. The BA has completed a current state process map to identify areas for improvement. The BA plans to present

. A. A story using personas to illustrate potential solutions

. B. Detailed technical documentation with annotations

. C. A prototype for a specific business outcome

34 of 65. Which step should a business analyst take to establish credibility and convey empathy with stakeholders during discovery sessions for a new Experience site?

. A. Describe work with other companies that has solved similar problems.

. B. Reiterate the project objectives and the KPIs that will be tracked.

. C. Ensure the workshop schedule considers time zones and language differences.

35 of 65. 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 t

. A. The project team failed to discuss the user stories as a group.

. B. The user stories focused on well-defined personas.

. C. The acceptance criteria of the user stories were too specific.

36 of 65. Universal Containers (UC) stores information about its containers in the standard Salesforce Product object. UC deals with data integrity issues, such as the Container Color field fails to update on all containers when the color is updated on a

. A. Change request logs

. B. System requirements specification

. C. Entity Relationship Diagram (ERD)

37 of 65. Universal Containers is nearing the launch date for its new Salesforce Loyalty Management program. The business analyst (BA) has ensured the user acceptance testing (UAT) plan has the proper test scripts. What is another important item the BA sh

. A. Estimated cost

. B. Process maps

. C. Timelines

38 of 65. The business analyst (BA) at Northern Trail Outfitters is getting ready to kick off a new Service Cloud project with the retail division to turn on the Web-to-Case functionality. The BA wants to better understand business processes so they can a

. A. Use cases

. B. Current state analysis

. C. Object models 39 of 65. Cloud Kicks is conducting sprint planning for an Experience Cloud user portal project. The focus for this sprint is on the minimum viable product. Which requirement should the business analyst prioritize?

. A. Items that are user-friendly features

. B. Items requested by the majority of users

. C. Items that are crucial to the business

40 of 65. Northern Trail Outfitters has decided to implement Sales Cloud. A business analyst (BA) has been assigned to document the requirements for this project. What should the BA include in these requirements?

. A. High-level description of required functionality

. B. Detailed documentation of technical solution

. C. Test scripts to validate requirements

41 of 65. 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

. A. INVEST checklist

. B. Numerical framework

. C. Gap analysis document

42 of 65. The executive director of Universal Containers (UC) plans to purchase additional Salesforce licenses. The director recently hired a business analyst (BA) to lead a series of journey mapping sessions. The director wants the journey mapping sessio

. A. Number of active users and license type

. B. Organization edition and license type

. C. Storage capacity and license type

43 of 65. 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 incr

. A. The acceptance criteria is too vague.

. B. The acceptance criteria should be solution focused.

. C. The user story is too large to test.

44 of 65. Cloud Kicks (CK) plans to establish a Center of Excellence (CoE). How will CK benefit from using a CoE to define the long-term vision for its Salesforce org?

. A. CK will be better able to prioritize across teams and streamline processes.

. B. CK will develop a process to gather feedback from end users regularly.

. C. CK will get insights to current business processes.

45 of 65. 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 standard naming conventions.

. B. Use acceptance criteria to define success.

. C. Use a version control repository.

46 of 65. At the start of a new Agile development project, the Universal Containers' product owner asked the business analyst (BA) to clearly define the intended results of the work based on stakeholder needs. The development and implementation teams will

. A. Epics

. B. Requirements

. C. User stories

47 of 65. Northern Trail Outfitters is updating its customer portal built on Experience Cloud. The team has drafted a user story: "As a customer, I want to be able to chat with a support agent and view my account, see my orders, and ask questions via

. A. Estimate how long it will take the technical team to complete the story.

. B. Include specific information about potential Salesforce solutions.

. C. Adjust the goal of the user story to be independent.

48 of 65. Cloud Kicks (CK) needs to implement an event management system within Salesforce. After researching potential solutions, a managed package meets the majority of CK's business requirements. However, the CRM director has expressed a desire to heav

. A. Managed packages are updated automatically with each Salesforce Release.

. B. Each version of a managed package on the AppExchange undergoes a security review,

. C. Managed packages are easily customizable to meet CK's exact requirements.

49 of 65. Northern Trail Outfitters (NTO) is working with an implementation partner to transform its customer support team with Service Cloud. A new business analyst (BA) who is a replacement from the partner was introduced to NTO stakeholders during the

. A. Set up a casual meeting to create a personal connection with the stakeholder.

. B. Ask an executive sponsor to address the stakeholder's concerns.

. C. Reset project expectations at the next meeting with the stakeholder.

50 of 65. Universal Containers has several independent Salesforce projects this quarter involving shared objects and a complex deployment process managed by a DevOps team. While smoke testing the shared user acceptance testing (UAT) environment, the busin

. A. Make the page layout change directly in UAT so the client can begin testing.

. B. Log a defect for the page layout change and discuss it with the DevOps team.

. C. Ask the project manager to reschedule UAT until after the defect is resolved.

51 of 65. A business analyst at Universal Containers has begun user acceptance testing for a new Experience Cloud implementation with the project team. A major gap for one of the personas was identified in the documented scenarios. What went wrong?

. A. Failure to include all stakeholders in the requirements gathering process

. B. Failure to perform thorough unit testing during the development process

. C. Failure to validate the application against the functional requirements

52 of 65. The business analyst (BA) at Cloud Kicks is deep in planning activities for its Commerce Cloud implementation project. The project sponsor asks the team to adjust their efforts due to budgetary constraints. What should the BA do next?

. A. Organize requirements.

. B. Validate requirements.

. C. Prioritize requirements.

53 of 65. Northern Trail Outfitters (NTO) is a rapidly growing company that hired a business analyst (BA) to help revamp its sales and support processes. The stakeholder at NTO wants to understand the value of Application Lifecycle Management (ALM). What

. A. ALM provides processes and policies which help build apps more efficiently.

. B. ALM allows features to remain static and reduces incremental changes.

. C. ALM offers preview access to the three Salesforce Releases per year.

54 of 65. After the first round of user acceptance testing for a Sales Cloud project, the business analyst discovered that a high number of test cases failed. What is a possible reason why the test cases failed?

. A. Missing test result details

. B. Missing test script details

. C. Missing test org access details

55 of 65. After completing the most recent sprint, a key stakeholder reached out to the business analyst (BA) with some feedback about the Opportunity reportingnfunctionality shown in the QA org during the sprint demo. • The stakeholder was impressed

. A. Thank them for their feedback, log a bug for the misspelled column name, and add the five new fields to the report in the QA org.

. B. Thank them for their feedback, log a bug for the misspelled column name, and log an enhancement for the five additional fields.

. C. Thank them for their feedback, update the misspelled column name in the QA org, and log an enhancement for the five additional fields.

56 of 65. Northern Trail Outfitters (NTO) has acquired a competitor. The agreement is to migrate the acquired company into NTO's Technological Platforms. One of its challenges is to offer a unified customer experience while strengthening the relationship

. A. Understand business objectives, determine company culture, evaluate processes and user experiences, interview stakeholders, and add Improvements to the integration roadmap.

. B. Understand business objectives, define the intention and audience, conduct user experience research, analyze the research results, and design an improved new user experience.

. C. Understand business objectives, define the intention and audience, lead a journey mapping workshop, find opportunities for improvement, and update the journey map.

57 of 65. A business analyst has been tasked with leading prototype efforts for a Salesforce project. What is a prototype?

. A. A first pass, simple sketch of an idea

. B. A polished, proven solution

. C. A model of a final proposed product

58 of 65. During the discovery phase of a Sales Cloud project at Cloud Kicks, the business analyst (BA) gathers information about the current sales process touncover potential areas of improvement. The VP of sales has been collecting data from their sales

. A. Average revenue per account

. B. First contact resolution rate

. C. Number of outbound calls per hour

59 of 65. 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) wi

. A. Gap analysis

. B. Current state analysis

. C. Audit log

60 of 65. 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 proces

. A. A simple process map that is high-level and covers key aspects

. B. A very detailed process map that is unambiguous and version controlled

. C. A somewhat detailed process map that is easy to remember and self- explanatory

61 of 65. 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 impac

. A. Entity relationship diagram

. B. User acceptance criteria

. C. Definition of done

62 of 65. The business analyst (BA) at Universal Containers (UC) wants to understand why UC failed to meet a deployment date for its product go live while following the Agile process. According to the BA's research, the developers lacked a sense of the wo

. A. Move the deployment date out so the teams have more time to work.

. B. Review the user stories to ensure they are small, testable, and valuable.

. C. Create a SWOT (Strength, Weakness, Opportunity, Threat) analysis to understand why development and testing took more time.

63 of 65. A business analyst (BA) at Universal Containers (UC) has been asked to improve the user experience (UX) of marketing employees who manage webinar data. The chief marketing officer (CMO) thinks the UX issues are related to standard Salesforce Cam

. A. Analytical

. B. Assertive

. C. Collaborative

64 of 65. A business analyst (BA) at Cloud Kicks has been tasked with preparing for requirements gathering workshops for an upcoming Sales Cloud implementation. Which documentation is most beneficial for the BA to define the scope of the project?

. A. Value Stream Map

. B. Detailed Process Map

. C. Suppliers, Inputs, Process, Outputs, Customers (SIPOC) Map

65 of 65. 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. Wh

. 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

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