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Salesforce Certified Business Analyst Sample Questions:

1. A cloud Kicks business analyst (BA) is conducting user interviews with the support team as part of a migration to Salesforce. Serval users indicate they use multi-factor authentication (MFA) on their phones to log in to existing systems. Other users have located they access existing systems with only username and password.

A) verify the requirement with the security team.
B) Select the requirement used by the majority of the support team.
C) Bring the requirement to the product owner's attention.

2. 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) 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.

3. Universal Containers has scheduled a meeting with stakeholders, business analysts (BAs), and technical resources to review user stories. A BA reviews the user stories in advance of the meeting and notices that some best practices have been ignored. The first user story is focused on escalating cases in Service Cloud:
"The customer service agent needs the ability to escalate a case so they can assign high-risk cases to tier 2 support for faster resolution." Acceptance Criteria:
1. Add permission set
2. Users can escalate cases
3. Create fields on the Case object
4. Reports
Which best practice was ignored?

A) The ''what'' of the acceptance criteria is negotiable.
B) The "who" of the user story is well-defined.
C) The "why'' of the user story is focused on user needs.

4. A business analyst (BA) working on a Service Cloud implementation is reviewing user stories to verify they are written effectively.
What should the BA confirm about the user stories when completing this review?

A) They are dependent on related acceptance criteria and overlap with other use cases.
B) They can be easily prioritized and are small enough to estimate accurately.
C) They contain substantial details and focus on technical elements.

5. 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 causes tension within the team and a lack of clarity around project direction.
What should the business analyst do to help the team work together more effectively?

A) 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
B) 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.
C) Encourage leadership to share their vision for the project, and ask the larger team to focus feedback only on the key objectives, pain points, and requirements outlined by leaders

Solutions: