Certified-Business-Analyst Salesforce Exam Questions and Free Practice Test

Question 31

Cloud Kicks (CK) recently decided to transition its business from spreadsheets to a Salesforce solution. CK leaders are excited about the capabilities of Salesforce. Each leader has different ideas about how the platform should be implemented. CK has hired a business analyst (BA) to help define and manage the implementation.
What should the BA do in the first discovery meeting with stakeholders?

A. Collaborate with stakeholders to examine and define CK's purpose, customers, metrics, and overall business to inform project direction and vision.

B. Discuss and document specific pain points in existing processes to inform future project requirements.

C. Preview potential Salesforce solutions and collect feedback from stakeholders on each option to inform the direction of the project.

Correct Answer:A

Question 32

Which users will be able to reset a Single Sign-On user Password?

A. The SSO Manager

B. Users above the SSO user in the role hierarchy.

C. Only the Admin

D. Admin and Users with the right permission sets.

Correct Answer:C

Question 33

Northern Trail Outfitters (NTO) has noticed that many customers are posting to social media about issues they are having with a new product. The services team is looking for easy ways to engage with these customers and resolve their complaints. During the first discovery meeting of the project, the business analyst (BA) hears that the VP of services and support wants to implement Omni-Channel for NTO's Service Cloud.
What should the BA do first to ensure the ongoing success of the project?

A. Configure a proof-of-concept demo within a sandbox environment to show the pros and cons of the requested solution.

B. Produce a gap analysis document that will show the ways the requested solution can solve the limitations of NTO's current system.

C. Encourage the project stakeholders to think of various ways to solve cases different before deciding on a specific solution.

Correct Answer:B

Question 34

Cloud Kicks (CK) needs to integrate the industry standard due-diligence in its sales process to verify customers in Sales Cloud. CK asks the business analyst (BA) to identify which stage in the sales process the industry standard due-diligence should be embedded.
What should the BA do to meet the requirement?

A. Develop a process map as a base, work with stakeholders to understand the trigger point, and locate the stage.

B. Identify the triggers, locate the stage, and add the standard due-diligence as a subprocess.

C. Locate the stage, add the standard due-diligence as a subprocess, and set the trigger point.

Correct Answer:A

Question 35

Which step should a business analyst take to establish credibility and covert empathy with stakeholders during discovery sessions for a new Experience site?

A. Describe work with other companies that has solved similar problem.

B. Ensure the workshop schedule consider tome zone and language differences.

C. Reiterate the project objectives and the KPIs that will be tracked.

Correct Answer:A

Question 36

The business analyst (BA) at Cloud Kicks has been asked to map the current sales process in Sales Cloud to document legal compliance with local privacy regulations, which can differ based on the state or country of a data transaction.
Which activity would be most effective in helping the BA understand the sales process?

A. Using live workshops to map out the sales process

B. Asking stakeholders to complete a questionnaire

C. Conducting individual interviews with stakeholders

Correct Answer:A

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