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NEW QUESTION 89
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. Preview potential Salesforce solutions and collect feedback from stakeholders on each option to inform the direction of the project.
- C. Discuss and document specific pain points in existing processes to inform future project requirements.
Answer: A
NEW QUESTION 90
Does every application development lifecycle require the use of a sandbox for testing?
- A. No
- B. Yes
Answer: A
NEW QUESTION 91
While working on a new Sales Cloud feature request for the sales team at Northern Trail Outfitters, the business analyst (BA) uncovers a workflow which could have an impact on the service team. The sales director assures the BA that the impact to service would be minimal.
Which step should the BA take next?
- A. Continue with the effort as defined by sales and add a backlog item to review the service impacts in the future.
- B. Review the effort and impacts with the service team, and work to align requirements across the teams.
- C. Prioritize the effort as defined by sales and ask the director to review any service impacts. .
Answer: B
NEW QUESTION 92
Cloud Kicks (CK) wants to redefine its lead-to-customer business process. CK wants to unify the interactions between sales, marketing, and customers to provide a more seamless experience. The business analyst (BA) need to create a visual representation that includes the steps and inputs from both sales and marketing.
Which tool should the BA use to capture all launches of the current state?
- A. Journey Mapping
- B. Whiteboarding
- C. Process Mapping
Answer: C
NEW QUESTION 93
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. Conducting individual interviews with stakeholders
- B. Asking stakeholders to complete a questionnaire
- C. Using live workshops to map out the sales process
Answer: C
NEW QUESTION 94
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.
Answer: A
NEW QUESTION 95
The scrum team working on Salesforce projects at Northern Trail Outfitters plans to review the current build with stakeholders to gather feedback. The business analyst will facilitate the meeting.
Which type of meeting should be held?
- A. Retrospective
- B. Sprint review
- C. Daily stand-up
Answer: A,B
NEW QUESTION 96
Cloud Kicks is implementing cases to handle its growing volume of customer inquiries. The Business analyst (BA) on the implementation has 2 years of experience with Service Cloud. This is one of the user stories the BA wrote for the implementation:
A customer service representative wants to use Salesforce Macros to update notes and change the case stats to close to reduce the time spent on each case.
Which mistake did the BA make when writing this user story?
- A. The story explained the value to the user.
- B. The incorrect persona was used in the story.
- C. The story included feature- specific language.
Answer: C
NEW QUESTION 97
Which Salesforce standard license can be given to someone who need access only identity services, such as single sign-on (SSO)?
- A. Salesforce License
- B. Identity Only
- C. Lightning Platform
- D. SSO License
Answer: B
NEW QUESTION 98
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. Use UC's existing terminology.
- C. Adhere to agreed upon mapping standards.
Answer: A
NEW QUESTION 99
A new business analyst (BA) wants to follow the correct order of phases in the implementation lifecycle on a Salesforce project.
How should the BA approach the project?
- A. Analyze, operate, build, deliver
- B. Analyze, build, deliver, operate
- C. Analyze, build, operate, deliver
Answer: B
NEW QUESTION 100
One retail location of Cloud Kicks has been getting complaints from shoppers about being unable to find items in the store. The general manager has asked IT to configure tablets for the sales clerks so they can move freely around the store to assist customers.
The IT team writes a functional requirement:
* Tablets running the Salesforce mobile app must allow users to access store inventory records which include current item count and item location.
Which user story should the business analyst write to describe the functional requirement?
- A. As a general manager, I want sales clerks to have tablets so they can help customers find items.
- B. As a sales clerk, I want to see item availability and locations to help customers find items.
- C. As a customer, I want sales clerks to have access to item availability to help them find items.
Answer: A
NEW QUESTION 101
Northern Trail Outfitters (NTO) is working with an implementation partner to transform its customer support team with Service Cloud. A new business analyst (BA) who is a replacement from the partner was introduced to NTO stakeholders during the discovery phase of the project. The new BA is still getting to know each of the stakeholders when they start the requirements workshop. The BA asks a stakeholder a discovery question and they seem irritated.
What should the BA do to build trust with the stakeholder as the project continues?
- A. Set up a casual meeting to create a personal connection with the stakeholder.
- B. Reset project expectations at the next meeting with the stakeholder.
- C. Ask an executive sponsor to address the stakeholder's concerns.
Answer: C
NEW QUESTION 102
Which method should a business analyst use to show current state business flows in Salesforce?
- A. Entity Relationship Diagramming
- B. Universal Process Notation
- C. Storyboarding
Answer: A
NEW QUESTION 103
Cloud Kicks uses declarative change set development to deliver its Salesforce customizations. The business analyst (BA) works with the technical leas on the project to track changes that require manual migration.
Which resources should the BA use to determine which changes must be made manually in each environment?
- A. Object Schema Builder
- B. Setup Audit Trail
- C. Metadata coverage report
Answer: C
NEW QUESTION 104
During a Service Cloud implementation at Cloud Kicks, the business analyst (BA) reviewed the user acceptance testing and identified results that conflict with the functionality that was requested, While the testing was error-free, business stakeholders indicted that values in reports and the layout of screens were unexpected.
What should the BA do next?
- A. Decompose and model the business processes, and identify testing procedures to calculate new values.
- B. Run testing again, ensuring the scripts reflect expectations and business processes match functionality,
- C. Present recommendations from testing to determine if improvements should be made to the underlying implementation.
Answer: C
NEW QUESTION 105
A business analyst (BA) at Northern Trail Outfitters was asked to create a new user story for a Sales Cloud update requested by the inside sales team. The BA created the following story:
"As a user, I need visibility to customers' purchase history details so I can increase efficiencies and improve closure rates by better tailoring sales offerings."
Which mistake did the BA make when creating this story?
- A. The goal is undefined.
- B. The persona is undefined.
- C. The need is undefined.
Answer: A
NEW QUESTION 106
Universal Containers uses Kanban to complete its Salesforce development. In the middle of a sprint, the sales manager submits an important item to the team.
What should the business analyst do next?
- A. Ask the team to reprioritize the backlog and work on the item at the top.
- B. Ask the team to pivot and complete the work immediately.
- C. Ask the team to commit to the work for the next sprint.
Answer: A
NEW QUESTION 107
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. Admin and Users with the right permission sets.
- D. Only the Admin
Answer: D
NEW QUESTION 108
The Sen/ice Center at Universal Containers (UC) uses Service Cloud and Experience Cloud to manage its customer case lifecycle. UC wants to limit the number of interactions a customer has during the lifecycle. The project leader has asked the business analyst (BA) to visually illustrate the lifecycle.
Which document should the BA create?
- A. Process Map
- B. Heat Map
- C. Journey Map
Answer: A
NEW QUESTION 109
The business analyst is working with a stakeholder on a Salesforce project. The stakeholder needs an approval process on contract submissions. Sales managers want to see all contracts when the discount is greater than
20%. They will decline any contracts with a discount that is greater than 25%, but they want visibility into other highly discounted contracts.
Which acceptance criteria is the most effective for this scenario?
- A. Users in a sales manager role should have access to a button on contracts to click to approve or decline a contract with a discounted price of 2G% or more.
- B. A sales manager wants to be notified when a contract has been submitted with a discount greater than
20% so the manager can approve or decline a discounted price. - C. A sales manager wants to be able to approve contracts with a large discount and they need a validation rule related to contract discounts greater than 25%
Answer: B
NEW QUESTION 110
The Salesforce development team is strictly following scrum to govern its releases. An executive trying to plan a vacation wants to know when work on the feature will begin so they can be available for additional implementation questions. After consulting with the product owner, the business analyst (BA) learns the team has decided to adopt Kanban instead for all future releases.
What should the BA tell the executive?
- A. Work will begin when capacity becomes available
- B. Work will begin after executive approval is given.
- C. Work will begin in the next sprint.
Answer: B
NEW QUESTION 111
A business analyst captures the following acceptance criteria for a user story about case reassignment in Service Cloud.
* A service manager can dick a Reassign button that changes the owner field of the case.
* A service manager is able to reassign cases-as part of the mobile experience.
* Reassignment functionality can be used on cases that have been auto-reassigned.
* Service reps are unable to reassign cases.
Which mistake was made?
- A. The criteria are small and testable.
- B. The criteria include solution information.
- C. The criteria are aligned with the user's goal.
Answer: B
NEW QUESTION 112
The business analyst (BA) on the Salesforce development team at Northern Trail Outfitters is leading a requirements elicitation workshop about the process for onboarding new wholesale partners. While whiteboarding the process, one stakeholder continuously interrupts and points out inefficiencies with invoicing and delivery processes.
What should the BA do to prevent the session from being derailed?
- A. Add the stakeholder's concerns to a "parking lot" for further discussion.
- B. Shift the conversation from onboarding to the stakeholder's concerns.
- C. Ask the stakeholder to focus on the onboarding process.
Answer: A
NEW QUESTION 113
The project team at Universal Containers has started to review the existing Salesforce manufacturing solution that has low adoption and a variety of customization including custom objects, custom fields, renamed standard fields.
What should the business analyst recommend to the project team to increase understanding when documenting requirements, process and potential solutions?
- A. Use industry terminology and language.
- B. Use Salesforce terminology and language.
- C. Use customer terminology and language.
Answer: A
NEW QUESTION 114
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