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Salesforce Certified Business Analyst Sample Questions:

1. Universal Containers is merging with another company that uses a different CRM. During requirements workshops, the incoming support team has been proactively sharing ideas, but the incoming sales team has been less engaged.
What should the BA do to ensure they are able to gather the necessary requirements?

A) Put extra effort into following up with the sales team ... requirements.
B) Shift focus to the support team since they are proactively providing requirements.
C) Continue the requirements workshops and hope the salesforce become more responsive.

2. 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?

A) Universal Process Notation
B) Value Stream Map
C) Capability Model

3. During a workshop to understand Universal Containers' current sales process, there seems to be some disagreement between the North America and EMEA sales teams about the steps required to close a sale.
What should the business analyst do to gain consensus on the current opportunity process?

A) Open the production org, navigate to Sales Processes in Setup, and review the opportunity stages.
B) Postpone the discussion and email the sales team leadership to clarify the opportunity stages.
C) Create a Process Map detailing opportunity stages, then schedule a meeting with the sales teams for review.

4. The business analyst (BA) implementing Salesforce at Cloud Kicks is interacting with many different people throughout the company. Some of the subject matter experts (SMEs) are difficult to engage, and the BA is struggling to get the information they need.
What should the BA do when they find it difficult to get a response?

A) Escalate the concern to the SMEs' manager.
B) Limit effort to contact the unresponsive SMEs.
C) Put extra effort into following up with the SMEs.

5. 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 with a resource.
What does an activity box marked "C Customer' mean?

A) The customer should be consulted.
B) The customer should be responsible.
C) The customer should be informed.

Solutions: