Test Test 1 Svi

Test 1 svi

1 of 65. Northern Trail Outfitters is updating its customer portal built on Experience Cloud. The team has rafted 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 t

. A. Include specific information about potential Salesforce solutions.

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

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

2 of 65. A business analyst (BA) is working with stakeholders at Universal Containers to walk through a potential solution for the lead routing and qualification process. The solution will include automated and manual features.Which artifact should help t

. A. Collected pain points from people who follow the existing process

. B. Annotated process flows with modifications to an existing process

. C. Detailed user stories with technical documentation about the existing process

3 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; howe

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

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

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

4 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 that are crucial to the business

. C. Items requested by the majority of users

5 of 65. During the discovery phase of a Salesforce project, which types of analyses should a business analyst typically perform?

. A. Technical, Stakeholder, Enterprise

. B. Financial, Technical, Operational

. C. Enterprise, Strategy, Stakeholder

6 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, thedevelopers lacked a sense of the work

. A. Create a SWOT (Strength, Weakness, Opportunity, Threat) analysis to understand why development

. and testing took more time.

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

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

7 of 65. A business analyst (BA) at Northern Trail Outfitters (NTO) is assigned to a project to help revamp NTO's sales process. The current process used by the sales team is different than the process outlined in NTO'sdocumentation.Which step should the

. A. Meet with stakeholders as a group to capture future requirements.

. B. Create an Entity Relationship Diagram (ERD) of the current state.

. C. Meet with stakeholders as a group to understand the current state.

8 of 65. 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 withdetermining project priorities.Which ex

. A. Governing bodies

. B. Buyers and customers

. C. Third-party vendors

9 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 c

. A. 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.

. 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. 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%.

10 of 65. Cloud Kicks has an existing implementation of Salesforce. A business analyst (BA) wants to understand details about the Salesforce environment:. Custom apps. Active Salesforce Sites. Active flows. Custom tabs. Visualforce pages.Which path should

. A. Conduct stakeholder interviews.

. B. Read business process documentation.

. C. Review configuration settings.

11 of 65. The Salesforce development team is strictly following scrum to govern its releases. An executive trying to plan a vacation wants to know when work on the feature will begin so they can be available for additional implementation questions. After

. A. Work will begin in the next sprint.

. B. Work will begin after executive approval is given.

. C. Work will begin when capacity becomes available.

12 of 65. Universal Containers (UC) has chosen to implement Sales Cloud and Service Cloud to increase revenue and remove bottlenecks in its current processes. A business analyst (BA) is tasked with diagrammingbusiness processes.What should the BA do to su

. A. Identify resources engaged in each step.

. B. Use UC's existing terminology.

. C. Adhere to agreed upon mapping standards.

13 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 strategi

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

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

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

14 of 65. The sales team at Universal Containers (UC) has been using multiple tools to track opportunities, leading to inaccurate forecasting and an unclear picture of UC's sales pipeline. UC has appointed a project team to implement Sales Cloud to help r

. the stakes are high to get the right solution in place.Using their influence, what should the BA do to gain the necessary buy-in and support from the sales team to ensure a solution meets the requirements?

. A. Present the pros and cons of the decision by using logic and facts.

. B. Ask questions to understand their needs and focus on shared goals.

. C. Demonstrate the BA's expertise and clearly state the decision is final.

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

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

. C. Describe work with other companies that has solved simillar problems.

16 of 65. 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 wantSalesforce Macros to complete

. A. Replace the specific feature with a goal.

. B. Add a quantifiable reason why the feature is needed.

. C. Change the user story to the sales manager persona.

17 of 65. Cloud Kicks has invited stakeholders from multiple departments and roles to participate in its latest Salesforce project. Each stakeholder's experiences and priorities for the project are different which causestension within the team and a lack

. A. Limit participation in key project discovery, requirements, and solutioning meetings to leadership,

. and engage the larger team to answer questions directly related to their roles when needed.

. B. Encourage leadership to share their vision for the project, and ask the larger team to focus its

. feedback only on the key objectives, pain points, and requirements outlined by leaders.

. C. Lead the stakeholders in creating a team agreement that assigns project roles and outlines how the

. team will collaborate, disagree, develop trust, and define success.

18 of 65. After reviewing a technical demo, the Northern Trail Outfitters sales leadership team wants to make adjustments to the original requirements around Sales Cloud opportunity management.What should the business analyst do to manage the requested ch

. A. Update the change management document and user acceptance testing plans.

. B. Update the gap analysis document and scope statement specification.

. C. Update the change request log and draft a new user story.

19 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 wasintroduced to NTO stakeholders during the d

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

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

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

20 of 65. A new business analyst (BA) wants to follow the correct order of phases in the implementation lifecycle on a Salesforce project.How should the BA approach the project?

. A. Analyze, operate, build, deliver

. B. Analyze, build, operate, deliver

. C. Analyze, build, deliver, operate

21 of 65. Cloud Kicks (CK) has expressed concerns about the distribution process for a new line of shoes, because the company consistently misses its targeted delivery dates. CK asks the business analyst (BA) to uncover the issue and propose a business so

. A. Review future state distribution processes for CK.

. B. Explore how retailers similar to CK handle distribution.

. C. Shadow an operations team member at the CK distribution facility.

22 of 65. Universal Containers (UC) has a low adoption rate of its Salesforce solution. UC has hired a new vendor to overhaul its documentation and training process. UC needs a business analyst to facilitate this transition.Which set of actions are the mo

. A. Send surveys to collect feedback; observe end users; whiteboard incoming requests; and store

. communication in a centralized location.

. B. Use multiple forms of communication; build trust; show empathy; and get commitment for next

. steps.

. C. Mock up a design; build a prototype; demonstrate functionality to end users; and collect feedback

. for changes.

23 of 65. A business analyst (BA) at Universal Containers is conducting discovery sessions for implementing Experience Cloud. The key stakeholders have been assembled. The user stories have been written.What should the BA do next?

. A. Plan the sprint schedule.

. B. Write the test scripts.

. C. Define the acceptance criteria.

24 of 65. 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. Functional - requirements, code/configuration, run as user

. B. STAR method - situation, task, action, result

. C. Storytelling - hero, challenge, helper, victory

25 of 65. Business users at Cloud Kicks have just completed user acceptance testing for a Commerce Cloud implementation. The senior executives want to understand how successful testing was and have asked thebusiness analyst to calculate the success rate.H

. A. Number of passed test cases divided by total number of test cases

. B. Total number of test cases divided by number of passed test cases

. C. Number of falled test cases divided by total number of test cases

26 of 65. 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 pivot and complete the work immediately.

. C. Ask the team to commit to the work for the next sprint.

27 of 65. A business analyst (BA) at Universal Containers had a meeting with sales and service reps to gather requirements around contact management for a new Salesforce implementation. A sales rep wants a place to capture the names of the contact's spous

. so I know who to address for various needs of the account."Who should be listed as the persona?

. A. Sales rep

. B. Service rep

. C. Contact

28 of 65. Cloud Kicks has assembled a new product team to launch a brand ambassador partner portal in Experience Cloud. The team is debating various ways to document the business needs. The business analystrecommends writing user stories within the Agile

. A. User stories provide specific details about a product early in the development lifecycle.

. B. User stories decrease the need for collaboration within a product team throughout the project.

. C. User stories translate requirements in a way that shows a product's value to the end user.

29 of 65. 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. Independent, Negotiable, Valuable, Estimable, Small, Testable

. B. Actionable, Concise, Testable, Solution-oriented, Defined

. C. Clear, Direct, Concise, Cross Functional, Configurable

30 of 65. 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

. A. Meet with key project stakeholders in a live workshop to build consensus on the current and desired

. onboarding processes.

. B. Review survey feedback again to better understand pain points in the existing onboarding process.

. C. Conduct individual interviews with each team member to gather more information about the existing

. onboarding process.

31 of 65. 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 benchm

. A. Shows tangible impact from changes to processes

. B. Proves processes are out of date and require a new solution

. C. Compares processes against CK's closest competitors

32 of 65. A business analyst is working with a new customer on a Sales Cloud implementation. The executive sponsor for the project is new to the company and their role as VP. The sponsor has inherited functionalrequirements from the previous VP that were

. A. The previous VP's requirements may differ from those of the new executive.

. B. The previous VP's requirements are outside of the Salesforce framework.

. C. The previous VP's requirements fail to meet current formatting standards.

33 of 65. Universal Containers has asked a business analyst (BA) to create a process map indicating how it is using Marketing Cloud to manage its campaigns. In a process map that uses Universal Process Notation (UPN),the BA has marked each activity box wi

. A. The customer should be responsible.

. B. The customer should be informed.

. C. The customer should be consulted.

34 of 65. During a requirements workshop, the marketing team mentions they need help reporting on their marketing effort return on investment (ROI). They ask for a new field on the Opportunity object named "Customer Origin".What should the busin

. A. Write the user story: As a marketer, I need to track customer origin on Opportunity so that I can report

. on the ROI of our marketing efforts.

. B. Explain to the customer that the workshop is focused on documenting requirements, rather than

. solutioning, and write down their pain points.

. C. Ask follow-up questions to determine if standard Salesforce functionality around Leada, Campaigns,

. and Oppertunities could meet this need.

35 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

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

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

. C. ALM provides processes and policles which help build apps more efficiently.

36 of 65. Universal Containers wants to implement a solution to help it track and analyze its carbon emissions in an effort to meet its new initiatives. The CEO has reached out to the product development team forassistance. The business analyst (BA) has b

. A. Use CRM Analytics actionable insights.

. B. Investigate building a custom app.

. C. Review relevant apps on the AppExchange.

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

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

. B. 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.

. 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.

38 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.

39 of 65. Cloud Kicks will launch a new customer experience portal. During discussions with the VP of customer service, a business analyst (BA) recorded the following:. All logins must use multi-factor authentication (MFA).. Portal pages should load withi

. A. Non-functional requirement

. B. Functional requirement

. C. User story

40 of 65. One retail location of Cloud Kicks has been getting complaints from shoppers about being unable to find items in the store. The general manager has asked IT to configure tablets for the sales clerks so they canmove freely around the store to ass

. A. As a customer, I want sales clerks to have access to item availability to help them find items.

. B. As a sales clerk, I want to see item availability and locations to help customers find items.

. C. As a general manager, I want sales clerks to have tablets so they can help customers find items.

41 of 65. The technical team at Cloud Kicks is trying to deliver one of its Salesforce customizations. The business analyst (BA) has been asked to put assignments, test plans, decisions, and milestones in writing and share this document with stakeholders

. A. Business analysis plan

. B. User Acceptance Test plan

. C. Release plan

42 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. Capability Model

. B. Value Stream Map

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

43 of 65. The project manager for Universal Containers tells the business analyst (BA) that the developers on the team are having trouble understanding what to build because the acceptance criteria for the Sales Clouduser stories are confusing.How should

. A. Ask for specific examples to review.

. B. Recommend additional training resources.

. C. Confirm that best practices are being followed.

44 of 65. A business analyst (BA) at Northern Trail Outfitters has been asked to explain a sales process improvement idea and collaborate on a plan for implementation. Several sales users in various locations have been identified to participate.Which tech

. A. Demo prototype

. B. One-on-one meetings

. C. Virtual whiteboarding

45 of 65. 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. Very detailed-It should be prescriptive for new users following an unfamiliar process.

. B. Simple-A high-level overview of the process is sufficient to show a new user experience.

. C. Somewhat detailed-Since the process will be repetitive, new users will learn and remember the

. details.

46 of 65. The business analyst (BA) at Cloud Kicks is having a hard time documenting a user story to change an existing Opportunity flow for sales users. The architect expressed their concerns to the BA that they lack a comprehensive list of the component

. A. Ask the development team to investigate and document all affected components before the story can

. be written.

. B. Write the user story without making any assumptions about how it will be implemented or which

. components are affected.

. C. Schedule additional discovery sessions with the sales users to understand what will be impacted by

. the changes.

47 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. Validate requirements.

. B. Organize requirements.

. C. Prioritize requirements.

48 of 65. The business analyst (BA) at Universal Containers has met with stakeholders and is using the waterfall methodology to capture requirements for Sales Cloud enhancements for a future product release.What is the next step for the BA to take before

. A. Get approval and signoff on the requirements.

. B. Define the minimal viable product.

. C. Schedule sprint planning meetings.

49 of 65. 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 thesandbox, and tested the new functionality.

. A. Conducting multiple dry runs

. B. Exporting a backup copy of the demo data

. C. Performing a code review

50 of 65. Northern Trail Outfitters (NTO) has noticed that many customers are posting to social media about issues they are having with a new product. The services team is looking for easy ways to engage with thesecustomers and resolve their complaints. D

. A. Configure a proof-of-concept demo within a sandbox environment to show the pros and cons of the

. requested solution.

. B. Produce a gap analysis document that will show the ways the requested solution can solve the

. limitations of NTO's current system.

. C. Encourage the project stakeholders to think of various ways to solve cases differently before deciding

. on a specific solution.

51 of 65. 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. Whilewhiteboarding the process, one stakeholder con

. A. Ask the stakeholder to focus on the onboarding process.

. B. Shift the conversation from onboarding to the stakeholder's concerns.

. C. Add the stakeholder's concerns to a "parking lot" for further discussion.

52 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 on a daily basis and provides a history of changes

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

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

53 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 repres

. A. Journey Mapping

. B. Process Mapping

. C. Whiteboarding

54 of 65. Surveys indicate that visitors to the Cloud Kicks' Experience Cloud site have difficulty locating purchase information for their online orders. A business analyst (BA) is tasked with creating a user story to improve the overall visitor experienc

. A. Customer

. B. Support manager

. C. Administrator

55 of 65. The leadership team at Universal Containers (UC) is focused on customer retention. The business analyst (BA) has been asked to implement a new customer for life program on the Salesforce Platform. Before they can move forward, they need to under

. A. User Acceptance Testing

. B. Journey Mapping

. C. Requirements Gathering

56 of 65. The customer service director at Universal Containers wants a self-service portal for customers using Experience Cloud. The director has a limited budget and wants the solution delivered before the end of thequarter.After assessing several poten

. A. The solution with the lowest cost

. B. The solution with the fastest implementation time

. C. The solution with the highest business value

57 of 65. An executive stakeholder at Northern Trail Outfitters (NTO) wants to explore automating NTO's Quote-to-Cash process and has asked the business analyst (BA) to pull together some high-level information on possible solutions.Which type of document

. A. A business process map detailing the existing step-by-step Quote-to-Cash process

. B. A capability map detailing the functionality of Salesforce and AppExchange Quote-to-Cash products

. C. A SIPOC (Suppliers, Inputs, Process, Outputs, and Customers) map outlining the Quote-to-Cash

. process

58 of 65. During a project kickoff for a multi-year transformational Sales Cloud project at Universal Containers, the business analyst (BA) heard the executive team discuss the challenges that the sales team is having withtheir legacy solution: opportunit

. A. Schedule a ride-along with the sales team to learn more about their goals.

. B. Start writing epics and user stories that discuss the challenges mentioned.

. C. Clone the features of the legacy solution within the new Sales Cloud org.

59 of 65. Universal Containers (UC) wants to overhaul its Service Cloud implementation and has hired a consulting company to help drive requirements. In an effort to gain more information about the project, the business analyst (BA) has begun to review UC

. A. Stakeholder Analysis

. B. Strategy Analysis

. C. Enterorise Analysis

60 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. Thedevelopment and implementation teams will

. A. Requirements

. B. User stories

. C. Epics

61 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. Test scripts to validate requirements

. B. Detailed documentation of technical solution

. C. High-level description of required functionality

62 of 65. Sprint 1 of 5 has been completed in a Sales Cloud implementation. The business analyst (BA) met with the stakeholders to prioritize the backlog for the next sprint. One of the stakeholders wants to include amedium-priority item. There is still a

. A. Schedule a meeting to discuss the importance of the item, then re-evaluate all of the items and their

. priority levels.

. B. Verify why the item is medium-priority, explain the reason, and determine if the item priority was

. misjudged compared to other items.

. C. Support the stakeholder in this decision, move the medium-priority item to the next sprint, and

. inform the development team.

63 of 65. Cloud Kicks (CK) wants to improve the current business process for moving orders from the warehouse to the customer as part of a Commerce Cloud implementation. The business analyst would like to gather more information to create the future state

. A. Sales manager

. B. Chief financial officer

. C. Supply chain manager

64 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. A sales rep needs to have the CRM widget installed in the Lead and Contact Record Page Layout.

. B. A sales rep can view current information directly in the Lead and Contact records

. C. Install a CRM widget to allow sales reps to view information in the Lead and Contact records.

65 of 65. During a discovery session with several stakeholders from Universal Containers' (UC) services team, the business analyst (BA) learned that UC recently implemented an Experience Site that allows customers toview Knowledge articles and submit case

. A. Review the Einstein Article Recommendations feature in the services team's org.

. B. Review user stories on the services team's development backlog.

. C. Review the services team's goals, initiatives, strategles, and obstacles.

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