Question 1

A business analysis (BA) is creating a business flowchart to review with a customer service team that is using service team that is using Service Cloud. The team is organized by the products and the regions they support. Which step should the BA include e in the business flowchart?

Options :

A : Capture decision steps and different outcomes.

B : Illustrate which fields are integrated with an external system.

C : Set limits to the scope that will be documented.

Answer: A

Question 2

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 business analyst (BA) noticed that one of the minor changes to the Account to the Account page layout for the project is missing. The client is eager to begin its UAT. What should the BA do to address the issue?

Options :

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

Answer: B

Question 3

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 components that will be affected by the updated flow. Which best practice should the BA follow?

Options :

A : Write the user story without making any assumptions about how it will be implemented or which components are affected.

B : Ask the development team to investigate and document all affected components before the story can be written.

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

Answer: C

Question 4

The business analyst at Cloud Kicks is beginning to write user stories for its Salesforce implementation. Which three components should-be included when writing a user story?

Options :

A : Who, what, why

B : When, where, why

C : Who, when, why

Answer: A

Question 5

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?

Options :

A : Business leaders, middle management, and end users

B : Senior leadership, IT leadership, and middle management

C : Executive sponsors, IT leadership, and end users

Answer: A

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