Question 1

Universal Containers (UC) has low adoption rate of its Salesforce solution. UC has hired a new vendor to overhaul its documentation and train) ng process. needs a business analyst to facilitate this transition. Which of set if actions are the most effective business needs from stakeholders?

Options :

A : send surveys to collect feedback; observe end 'Users; whiteboard incoming requests; and store communication in a centralized location

B : Mock up a design; build a prototype; demonstrate functionality to end users; and collect feedback for Changes.

C : Use multiple forms of communication; build trust; show empathy; and get commitment for next

Answer: C

Question 2

Northern Trail Outfitters has a large Salesforce org with sales, marketing, and billing teams pushing for the development of a large number of items in the backlog. Which management process should the business analyst suggest to help the teams align on their competing priorities?

Options :

A : Integrated Definition for Process Description Capture Method (IDEF3)

B : Vision, Values, Methods, Obstacles, and Measures (V2MOM)

C : Business Process Modeling Notation (BPMN)

Answer: B

Question 3

Universal Containers (UC) is wording 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?

Options :

A : Be vulnerable and own their mistake.

B : Promise to work harder to avoid other mistakes.

C : Ask their supervisor for help immediately.

Answer: A

Question 4

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 operating team to improve the handoff between salesforce and internal systems. The business (BA) wants to break down the onboarding processing and sub-processes into simpler steps. What should the BA create to engage stakeholders?

Options :

A : Value Stream Map

B : Universal Process Notation

C : Capability Model

Answer: A

Question 5

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 functionality.

Options :

A : Value stream map

B : Capability model

C : Process map

Answer: C

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