CERTIFIED-BUSINESS-ANALYST VCE FILE AUTHORITATIVE QUESTIONS POOL ONLY AT TOPEXAMCOLLECTION

Certified-Business-Analyst Vce File Authoritative Questions Pool Only at TopExamCollection

Certified-Business-Analyst Vce File Authoritative Questions Pool Only at TopExamCollection

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Salesforce Certified Business Analyst Exam Sample Questions (Q297-Q302):

NEW QUESTION # 297
Cloud Kicks needs to revamp its support process to improve the customer experience and has asked the Service Cloud team to collaborate with the business analyst (BA). The BA has scheduled an initial live process mapping session with all stakeholders and received the following calendar responses:

What should the BA do?

  • A. Hold a one-on-one diagram session with each stakeholder before the workshop.
  • B. Cancel the workshop and reschedule it to a date when ail stakeholders ace available.
  • C. Proceed with the workshop as scheduled with the stakeholders who are available.

Answer: B

Explanation:
This answer states that canceling the workshop and rescheduling it to a date when all stakeholders are available is what the BA should do after receiving the calendar responses for an initial live process mapping session with all stakeholders for revamping its support process to improve the customer experience. A process mapping session is a collaborative activity where the BA and the stakeholders work together to document and analyze the current state of a business process, identify pain points and opportunities, and design the future state of the process. Canceling the workshop and rescheduling it can help the BA to ensure that all stakeholders are present and engaged in the session, and that their input and feedback are captured and considered. References: https://trailhead.salesforce.com/en/content/learn/modules/salesforce-business-analyst- quick-look/use-process-mapping-to-understand-your-business


NEW QUESTION # 298
The business analyst (BA) at Universal Containers is meeting with business leaders to elicit and document functional requirements specifications related to its new Salesforce implementation. The BA will also document the functionality this system should provide so it can be developed into a work item.
What is the name of this documentation type?

  • A. Business analysis plan
  • B. User story
  • C. Use case

Answer: A


NEW QUESTION # 299
Universal Containers is developing a new case management solution in Salesforce. The business analyst has started writing user stories to capture feature needs. One user story is: The customer care representative wants to take ownership of new cases and communicate with customers so they can provide high-touch customer experiences." Which component of the user story is "provide high-touch customer experiences?"

  • A. Assumption
  • B. Where
  • C. Why

Answer: C

Explanation:
The component "provide high-touch customer experiences" is the why part of the user story because it describes the benefit or value that the customer care representative will get from taking ownership of new cases and communicating with customers. The who part of the user story is "the customer care representative" because it describes the user role or persona who will benefit from the feature or functionality. The what part of the user story is "to take ownership of new cases and communicate with customers" because it describes the feature or functionality that the customer care representative wants or needs. The where part of the user story is not included in this example because it is usually captured in other documents or artifacts, such as acceptance criteria or wireframes. The assumption part of the user story is not included in this example because it is usually captured in other documents or artifacts, such as risk register or issue log. References: 1
https://trailhead.salesforce.com/en/content/learn/modules/salesforce-business-analyst-certification-prep/user-sto


NEW QUESTION # 300
The Salesforce team at Cloud Kicks (CK) is reviewing the sales team's business processes. During a review session, the business analyst notices that quantifiable benchmarks have yet to be established.
Why is it a best practice to establish benchmarks to evaluate existing processes?

  • A. Compares processes against CK's closest competitors
  • B. Proves processes are out of date and require a new solution
  • C. Shows tangible impact from changes to processes

Answer: C

Explanation:
Explanation
The best practice to establish benchmarks to evaluate existing processes is to show tangible impact from changes to processes. Benchmarks are quantifiable measures that can be used to compare current performance with desired performance or best practices. They can help CK evaluate how effective its sales processes are, identify gaps or opportunities for improvement, and measure the results or benefits of process changes.
Proving processes are out of date and require a new solution is not a best practice, but a potential outcome of benchmarking. Comparing processes against CK's closest competitors is not a best practice, but a possible source of benchmarking data. References:
https://trailhead.salesforce.com/content/learn/modules/salesforce-business-analyst-certification-prep/business-pro
https://trailhead.salesforce.com/content/learn/modules/salesforce-business-analyst-certification-prep/user-accepta


NEW QUESTION # 301
A business analyst (BA) has been assigned to a new project with Universal Containers. The program manager has shared a variety of documents with the BA prior to the project kickoff.
Which document will help the BA understand the project's goals, stakeholders, background, and scope?

  • A. Statement of Work (SOW)
  • B. Master Service Agreement (MSA)
  • C. System Requirements Specification (SRS)

Answer: A

Explanation:
The Statement of Work (SOW) provides the BA with an overview of the project's objectives, scope, and stakeholders:
* Project Goals and Scope: The SOW typically outlines the purpose of the project, high-level deliverables, and boundaries.
* Stakeholder Identification: It identifies key players and their roles, ensuring the BA understands the parties involved.
* Background Information: The SOW includes contextual details about the business problem or opportunity driving the project, aiding in effective discovery.
Salesforce documentation emphasizes the importance of the SOW as a foundational document for project alignment.


NEW QUESTION # 302
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