Salesforce

Business-Analyst
Salesforce Certified Business Analyst
QUESTION & ANSWERS

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QUESTION 1

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 2

Is the following a benefit of implementing Process Mapping? Spot and resolve flaws in the project
early on.

A. No
B. Yes

Correct Answer: B

QUESTION 3

Passwords CAN be reset using the Salesforce mobile app.

A. TRUE
B. FALSE

Correct Answer: B

QUESTION 4

Which of the following represents a correct example of how to write User Stories as defined by
Salesforce's best practices?

A. As a Sales Manager I want a Pipeline Report by next wednesday.

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B. As a Sales Manager, I want an opportunity report so that I can track our pipeline evolution.
C. As a Sales Manager, I want an opportunity report so that I can track our pipeline evolution by next
wednesday.
D. I want an opportunity report so that I can track our pipeline evolution by next wednesday.

Correct Answer: B

QUESTION 5

In which languages is the Data Mask available?

A. English Only
B. The Org Language
C. English, French and Spanish
D. All Google-supported languages

Correct Answer: A

QUESTION 6

To what project management philosophy do User Stories belong?

A. Both
B. Waterfall
C. Agile

Correct Answer: C

QUESTION 7

The Developer Sandbox keeps a copy of the production org's...

A. Data
B. Metadata
C. All of them
D. Users

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Correct Answer: B

QUESTION 8

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. Use case
C. User story

Correct Answer: A

QUESTION 9

The business analysis (BA) at Northern Trail Outfitters is assigned to a project to help revamp its
Experience Cloud implementation.
When assessing the existing process, which type of diagram should the BA use to identify waste
within and between processes?
A. Suppliers, Inputs, Process, Outputs, Customers (SIPOC) Map
B. Detailed Process Map
C. Value Stream Map

Correct Answer: B

QUESTION 10

The development team at Universal Containers is reviewing several stories to be added to the current
sprint. The team is having trouble with a particular story about an Opportunity email alert and is
unsure about which type of testing is needed.
What should the business analyst review and revise to provide more clarity to the team?
A. Definition of done
B. User persona
C. Acceptance criteria

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Correct Answer: C

QUESTION 11

Northern Trail Outfitter is eliciting feedback from a small number of key stakeholders within the
organization for improvements to the current opportunity pipeline process. One of the stakeholders
has a tendency to dominate the conversation which takes the group off topic and interfaces with
meeting the objective.
How should the business analyst collaborate with the key stakeholder's?
A. Conduct individual interviews to gather input.
B. Conduct a group brainstorming session to generate ideas.
C. Conduct a focus group to identify pain points.

Correct Answer: A

QUESTION 12

A business analyst (BA) is working on a request from a sales leader at Universal Containers. The sales
leader has noticed the quality of information on new leads has declined recently. After completing
their initial research, the BA concludes that the Salesforce lead intake form needs to be updated to
include only essential information. Since several sales teams use the intake form, the BA must get
alignment from all of the groups. How does whiteboarding help the BA collaborate with multiple
stakeholders?
A. It provides a script to follow with suggested questions and prompts, identifies exactly what each
group needs in order to be successful, and the final version acts as the business requirements
document
B. It builds a shared understanding of the current state, creates a space for everyone to contribute
since the activity feels shared, and guides the conversation while maintaining engagement.
C. It provides a single document in a central location for stakeholders to contribute, allowing
each group to provide feedback on their own, instead of requiring everyone to meet and
discuss together

Correct Answer: B

QUESTION 13

In a usability test, who is responsible for managing and controlling the tests?

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A. Moderator
B. Users
C. UX Designer

Correct Answer: A

QUESTION 14

Is the following an Agile Principle: "Where possible, improve complexity."

A. No
B. Yes

Correct Answer: A

QUESTION 15

What are the business analyst's responsibilities during the analyze phase of the Salesforce
implementation lifecycle?
A. Complete testing, build training materials, and elicit requirements for the next iteration.
B. Create a data dictionary, write end user documentation, and review test scripts.
C. Gather business requirements;, create process maps, and write user stories.

Correct Answer: C

QUESTION 16

A business analyst (BA) at Northern Trail Outfitters has been asked to prepare documentation
including
acceptance criteria and definition of done for a Heroku project.
Which way should the BA approach creation of this documentation?
A. Include the personal perspective for acceptance criteria and the overall perspective for
definition of done.
B. Create one consolidated set of documentation as the two terms are synonymous and
used interchangeably.
C. Include the overall perspective for acceptance criteria and the persona's perspective for
definition of done.

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Correct Answer: A

QUESTION 17

Which Salesforce standard license can be given to someone who only needs access to one custom app
but not to standard CRM functionality.

A. CRM License
B. Lightning Platform
C. Salesforce License
D. Lightning Platform - One App

Correct Answer: D

QUESTION 18

Which User access and sharing features would you use for the following use case: you have to grant a
user access to Chatter without allowing them to see any data in Salesforce.

A. User License
B. Profile
C. Username
D. Role

Correct Answer: A

QUESTION 19

After reviewing a technical demo, the Northern Trail Outfitters sales leadership team wants to mate
adjustments to the original requirements around Sales Cloud opportunity management. What should
the business analyst do to manage the requested changes?
A. Update the gap analysis document and scope statement specification.
B. Update the change request log and draft a new user story.
C. Update the change management document and user acceptance testing plans.

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Correct Answer: B

QUESTION 20

A project is in the user acceptance testing phase of a Sales Cloud implementation at Universal
Containers. The business analyst (BA) is coordinating the test case execution and supporting the
testers. One of the testers fails a test case because they were unable to see a custom field identified
in the directions. The BA has reviewed the details of the failed test case and compared the expected
outcome to the requirements. What should the BA do next?
A. Assign the test case to another tester.
B. Assign a bug to the development team.
C. Attempt to reproduce the issue.

Correct Answer: C

QUESTION 21

Which method should a business analyst use to show current state business flows in Salesforce?
A. Universal Process Notation
B. Entity Relationship Diagramming
C. Storyboarding

Correct Answer: B

QUESTION 22

Of the following points considered in the Agile Manifesto, which one is considered as the most
important in the document?

A. Comprehensive Documentation
B. Working Software

Correct Answer: B

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QUESTION 23

Is the following an Agile Principle: "Stick to a plan generated in the early stages of the process."

A. Yes
B. No

Correct Answer: B

QUESTION 24

An executive stakeholders at Northern Trail Outfitters (NTO) wants to explore automating NTO's
Quote-to-Cash process and has asked the business analyst (BA) to pull together some high-level
information on possible solutions.
Which type of document should the BA present to the stakeholders?
A. A capability map detailing the functionality of Salesforce and AppExchange Quote-to-Cash
products
B. A SIPOC (Support inputs, Process, Outputs, and Customers) map outlining the Quote-to-Cash
process
C. A business process map detailing the existing step-by-step Quote-to-Cash process

Correct Answer: A

QUESTION 25

Select the type of environment for which Change Sets can NOT be used.

A. Sandbox to Production
B. Sandbox to Developer Org
C. Sandbox to Sandbox

Correct Answer: B

QUESTION 26

Full and Partial copy Sandboxes, which one can be refreshed every 5 days?

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A. Partial Copy
B. Neither
C. Full Copy
D. Both

Correct Answer: A

QUESTION 27

What is used to declaratively move metadata from one environment to another?

A. Data Loader
B. Change Sets
C. Import Wizard
D. Ant Migration

Correct Answer: B

QUESTION 28

To run the integration in Outlook, each user must have the Salesforce add-in, where is this available
from?

A. Microsoft AppSource Store

B. AppExchange
C. AppStore
D. Google Play

Correct Answer: A

QUESTION 29

During the Research step of the app building process, what could be considered "question bias"?

A. Guiding the interviewee towards an answer by asking a question on a particular way.

B. Being mindful of potential biases held by the interviewees.

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Correct Answer: A

QUESTION 30

The business analyst is auditing data access by documenting Field-level Security on the Account
object in
Salesforce.
How do end users participate as stakeholders in data Governance?

A. They export their data back it up locally.

B. They implement their data entry workarounds in the system.
C. They provide valuable feedback on how they use data.

Correct Answer: C

QUESTION 31

Does every application development lifecycle require the use of a Sandbox for testing?

A. No
B. Yes

Correct Answer: A

QUESTION 32

True or False? A/B testing is a type of Tree Testing.

A. FALSE
B. TRUE

Correct Answer: A

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Universal Containers (UC) has chosen to implement Sales Cloud and Service Cloud to increase
revenue and remove bottlenecks in its current processes. A business analyst (BA) is tasked with
diagramming business processes. What should the BA do to successfully meet governance
requirements to identify the business purpose?
A. Use UC's existing terminology.
B. Adhere to agreed upon mapping standards.
C. Identify resources engaged in each step.

As part of the digital transformation at Cloud Kicks, company leaders have decided to adopt Service
Cloud as its CRM platform for customer service and support. Executive directors are supportive of the
initiative, but end users are unconvinced and prefer to remain on the current platform. What should
the business analyst do to gain the end users' cooperation?
A. Respond to end users with empathy and accommodate their needs; translate the end users' needs
into technical requirements; and deliver the project to the developers to implement the solution
B. Use an assertive influencing style; demonstrate authority and expertise; outline the project
objectives; and make sure end users know that the decision has been made and the time to make
changes has passed.
C. Identify key stakeholders and develop relationships with them as a trusted advisor; involve
stakeholders and end users in the design of the new solution; and act as a liasion between
business and technical teams.

Is the following a benefit of implementing Process Mapping? Improve communication across the
different elements and members of a project.

A. No
B. Yes

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Correct Answer: B

QUESTION 36

The North American (NA) sales team wants to add a set of new fields and delete several fields from
the Account object. During requirements gathering, the business analyst (BA) discovers the fields are
actively being used by the EMEA team. Which step should the BA take next?
A. Refine the requirements to accommodate, both teams.
B. Focus on the NA team's requirements.
C. Start another project to address the EMEA team's requirements.

Correct Answer: A

QUESTION 37

A business analyst has been asked to evaluate all of the reporting tools that Universal Containers (UC)
currently uses, including CRM Analytics, to identify gaps and overlaps in functionality. Which tool
would help UC understand the existing functionality.
A. Value stream map
B. Capability model
C. Process map

Correct Answer: A

QUESTION 38

Cloud Kicks has assembled a new product team to launch a brand ambassador partner portal in
Experience Cloud. The team is debating various ways to document the requirements. The business
analyst recommends writing user stories within the Agile methodology.
What is the benefit of creating user stories when documenting project requirements?
A. User stories provide specific details about a product early in the development lifecycle.
B. User stones decrease the need for collaboration within a product team throughout the project.
C. User stones translate requirements in a way that shows a product's value to the end user.

Correct Answer: C

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A business analyst JBA) for Northern Trail Outfitters (NTO) is reviewing the business backlog and
determines that many of the requirements would require custom code that is expensive and hard to
maintain. The BA knows that the backlog should be prioritized by people who have knowledge of the
features and functionary of the Salesforce Platform.
Who should own the process of prioritizing the business backlog?
A. The third-party implementation team, with support from the internal technology teams affected
by the project who understand NTO's vision and strategy
B. The business teams affected, with support from the internal technology teams who understand
ways to maximize Salesforce's declarative features
C. The project manager, with support from the third-party implementation and business teams who
understand both platform and business priorities.

What can change sets be used for?

A. Send data from one org to another.

B. Send metadata from one org to another.
C. Send data from one Developer org to another.
D. Send metadata from one Developer org to another.

Universal Containers (UC) uses a Salesforce org. UC is merging with a sister company that uses a
different CRM. The incoming sales team is reluctant to change to a different process. The business
analyst (BA) has been asked to help reach consensus and drive adoption. Which group is well
positioned to help the BA secure alignment for the initiative?
A. System admin and project manager
B. Power users and top sales earners
C. Executive sponsors and sales leadership

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Correct Answer: A

QUESTION 42

The main difference between the Simple application development lifecycle and the one which
includes the use of a sandbox is that users need to guarantee synching of the sandbox and execute
their changes there. And during the deployment process, deploy everything to the actual production
environment. True or false?

A. TRUE
B. FALSE

Correct Answer: A

QUESTION 43

Which of the following User Management terms is best described by this definition: " A case-sensitive
alphanumeric code that you append to your password or enter in a separate field in a client
application.."

A. Security Token
B. Security Key
C. Single Sign On
D. User License ID

Correct Answer: A

QUESTION 44

If a deployment of change sets is unable to complete for some reason, does the entire transaction roll
back?

A. Depends on whether "Partial Migration" is set as True or False.

B. No
C. Yes

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Correct Answer: C

QUESTION 45

Which of the following is NOT an activity that can be used to manipulate data within a Report?

A. Bucket
B. Do Math
C. Filter
D. Group
E. Analyze

Correct Answer: E

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