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Salesforce Certified Business Analyst Exam Sample Questions (Q138-Q143):

NEW QUESTION # 138
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. Identify resources engaged in each step.
B. Adhere to agreed upon mapping standards.
C. Use UC's existing terminology.

Answer: B

Explanation:
Explanation
To successfully meet governance requirements to identify the business purpose, the business analyst should adhere to agreed upon mapping standards. Mapping standards are guidelines or conventions that define how to create and document business process maps. They help to ensure consistency, clarity, and quality of the process maps across different projects and teams. They also help to align the process maps with the business objectives and requirements, and support regulatory considerations.
References:https://trailhead.salesforce.com/content/learn/modules/salesforce-business-analyst-certification-prep/

NEW QUESTION # 139
The sales team is learning a new sales methodology. Management wants to align Salesforce opportunities with the methodology.
What is the first step a business analyst should take to begin overhauling the Opportunity object?

A. Configure stages in Salesforce.
B. Create new reports and dashboards.
C. Understand the current business process.

Answer: C

Explanation:
The first step that the business analyst should take to begin overhauling the Opportunity object is to understand the current business process. This is because understanding the current business process helps to establish a baseline for measuring the current state of performance, identify pain points and opportunities for improvement, and align with the desired business outcomes. The business analyst should use techniques such as interviews, observations, surveys, or process mapping to understand how users currently use Salesforce opportunities and what challenges or gaps they face. References: https://trailhead.salesforce.com/content/learn
/modules/salesforce-business-analyst-certification-prep/business-process-mapping

NEW QUESTION # 140
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. Encourage the project stakeholders to think of various ways to solve cases different before deciding on a specific solution.
B. Configure a proof-of-concept demo within a sandbox environment to show the pros and cons of the requested solution.
C. Produce a gap analysis document that will show the ways the requested solution can solve the limitations of NTO's current system.

Answer: A

Explanation:
Explanation
The business analyst should encourage the project stakeholders to think of various ways to solve cases differently before deciding on a specific solution. This is because the business analyst should focus on understanding the problem or need that the project is trying to address, rather than jumping to a predefined solution. By exploring different options and alternatives, the business analyst can help the project stakeholders find the best fit solution that meets their requirements and expectations, as well as aligns with the project scope, budget, and timeline. References:
https://trailhead.salesforce.com/content/learn/modules/salesforce-business-analyst-certification-prep/customer-di

NEW QUESTION # 141
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 SIPOC (Support inputs, Process, Outputs, and Customers) map outlining the Quote-to-Cash process
B. A capability map detailing the functionality of Salesforce and AppExchange Quote-to-Cash products
C. A business process map detailing the existing step-by-step Quote-to-Cash process

Answer: B

Explanation:
Explanation
The business analyst should present a capability map detailing the functionality of Salesforce and AppExchange Quote-to-Cash products to the executive stakeholder who wants to explore automating NTO's Quote-to-Cash process. A capability map is a strategic tool that shows the high-level capabilities of an organization or a solution, such as what it can do or offer to its customers or users. A capability map can help compare different solutions based on their functionality and alignment with business goals and needs. A capability map detailing the functionality of Salesforce and AppExchange Quote-to-Cash products can help the executive stakeholder understand what options are available and how they can automate NTO's Quote-to-Cash process. A SIPOC (Support inputs, Process, Outputs, and Customers) map is not a document to present to the executive stakeholder who wants to explore automating NTO's Quote-to-Cash process. A SIPOC map is a high-level process map that shows the key elements of a process, such as the suppliers, inputs, outputs, and customers. It can help identify the scope and boundaries of a process and the stakeholders involved, but it does not show how different solutions can automate a process. A business process map is not a document to present to the executive stakeholder who wants to explore automating NTO's Quote-to-Cash process. A business process map is a diagram that shows the steps, activities, and decisions involved in a process. It can help document existing processes in a clear and concise way that can be easily understood by anyone involved in the project, but it does not show how different solutions can automate a process.
References:
https://trailhead.salesforce.com/en/content/learn/modules/salesforce-business-analyst-certification-prep/business-

NEW QUESTION # 142
The VP of customer success at Northern Trail Outfitters wants to implement a new client onboarding process leveraging custom objects and a custom Console Lightning App.
Which approach should a business analyst take to begin this process?

A. Partner with Salesforce account executives to complete discovery.
B. Develop the project plan and finalize the release date.
C. Schedule a meeting with stakeholders and create a journey map.

Answer: C

NEW QUESTION # 143
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