Question 1

Northern Trail Outfitters is undergoing a Service Cloud implementation and has decided to use the Scrum methodology for the implementation. A business analyst (BA) received an urgent, high-priority change request m the middle of a sprint. Which step should the BA take next?

Options :

A : Add the change request to the backlog to be prioritized for the next sprint.

B : De-prioritize some user stones and add the change request to the current sprint.

C : Begin working on the change request as soon as the team has capacity.

Answer: C

Question 2

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 the BA illustrate the vision of a solution to stakeholders?

Options :

A : Detailed user stories with technical documentation about the existing process

B : Annotated process flows with modifications to an existing process

C : Collected pain points from people who follow the existing process

Answer: B

Question 3

The business analyst at Universal Containers is writing users stories to support the Salesforce implementation for the sales operations division. There is a request for visibility into sales rep’ pipeline so that can see their revenue. Which missing component is necessary to finish this user story?

Options :

A : Who

B : Why

C : When

Answer: B

Question 4

Which step should a business analyst take to establish a connection with stakeholders during discovery sessions for a new Experience Cloud site?

Options :

A : Highlight their related Salesforce certifications to showcase expertise.

B : Share insights empathetically based on prior work that has solved similar problems.

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

Answer: B

Question 5

The business analyst at Universal Containers has been asked to train the client on how to write effective user stories with acceptance criteria. The client provided this sample story. User Story: As a customer service agent, I need the ability to close support tickets. Acceptance Criteria: 1. When viewing an open support ticket, a "Close Ticket" action is available. 2. When closing a support ticket, the agent is required to enter a "Close Reason". 3. After completing the close action, the status of the support ticket is set to "Closed". What can be done to improve this user story?

Options :

A : Update the acceptance criteria to describe the technical solution.

B : Update the user story to describe why the functionality is needed.

C : Update the perspective of the user story and acceptance criteria.

Answer: B

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