How to pass Salesforce Certified-Business-Analyst exam with the help of dumps?

Question # 1

Universal Containers (UC) has several teams working on a new application in Salesforce. Unfortunately, during the release process, it was discovered that the teams had overwritten each others changes. What should JC use to prevent this from happening in the future? 

A. Code review sessions 
B. Version control system 
C. Change set deployments 

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Question # 2

Cloud Kicks (CK) needs to implement an event management system within Salesforce. After researching potential solutions, a managed package meets the majority of CK s business requirements. However, the CRM director has expressed a desire to heavily customize an open source solution. Which benefit of using a managed package versus an open source solution should the business analyst share to help the CRM director make a decision?

A. Managed packages are easily customizable to meet CK's exact requirements. 
B. Managed packages are updated automatically with each Salesforce Release. 
C. Each version of a managed package on the AppExchange undergoes a security review. 

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Question # 3

The business analyst (BA) at Cloud Kicks (CK) is writing user stones for an upcoming Commerce Cloud website release. One of the requirements from the technical team is to perform stress testing for an upcoming promotion. The BA is translating the requirement into a user story. Which user story most accurately represents the goal?

A. As a visitor to the CK website, I want to make sure that I can shop without disruption during a large promotion so I have a frictionless shopping experience. 
B. As a site administrator of the CK website, I want to make sure that the web server can process requests at 150% of the average traffic rate during the latest promotion. 
C. As a user, I want to make sure that shoppers on the CK website can complete their purchases without disruption during the newest promotion. 

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Question # 4

The project team at Cloud Kicks is under a tight deadline to implement a new Service Cloud feature. The business analyst, BA) has received feedback from the customer that the existing functionality is difficult to use. The BA wants to better understand the customers pair points before writing requirements Which document should the BA use? 

A. Journey map 
B. Process map 
C. Capability map 

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Question # 5

Universal Containers has asked a business analyst (BA) to create a process map indicating how it is using Marketing Cloud to manage its campaigns. In a process map that uses Universal Process Notation (UPN), the BA has marked each activity box with a resource. What does an activity box marked "C Customer' mean? 

A. The customer should be responsible. 
B. The customer should be informed. 
C. The customer should be consulted. 

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Question # 6

The sales teams at Universal Containers (UC) want to add a custom field to a page layout. The IT manager reminds the business analyst (BA) that UC uses the Application Lifecycle Management (ALM) process. The addition of the custom field and subsequent release to everyone in the organization must follow this process. What is the first step in the ALM process that should be taken?

A. Gather requirements and analyze them.
 B. Obtain a change order from the customer. 
C. Add a custom field to a page layout in a sandbox.

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Question # 7

Which type of process diagram should the business analyst use at the beginning of a Salesforce project to outline high-level process areas such as "Prospect to Contract? 

A. Capability model 
B. SIPOC (Suppliers, Inputs, Process, Outputs, Customers) 
C. Value stream map 

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Question # 8

Northern Trail Outfitters (NTO) wants to discuss an enhancement to Campaigns with the engineering, marketing, and sales teams. The changes involve detailed integration between systems that will be used by WTO's customers. The business analyst (BA) needs to complete the org impact analysis. Which reference should the BA consult to understand the integration pattern?

A. Salesforce Solution Kits 
B. Solution Architecture Diagram 
C. Business Requirements Document 

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Question # 9

Northern Trail Outfitters is undergoing a service Cloud implementation and has decided to use the Scrum methodology for the implementation. A business analyst (BA) received an urgent, high-priority change request in the middle of a sprint. Which step should the BA take next?

A. Begin working on the change request as soon as the team has capacity. 
B. Add the change request to the prioritized for the next sprint. 
C. De-prioritize some user stories and add the change request to the current sprint. 

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Question # 10

Northern Trail Outfitters (NTO) is a rapidly growing company that hired a business analyst (BA) to help revamp its sales and support processes. The stakeholder at NTO wants to understand the value of Application Lifecycle Management (ALM). What are benefits of ALM that the BA should share with the stakeholder?

A. ALM provides processes and policies which help build apps more efficiently. 
B. ALM offers preview access to the three Salesforce Releases per year. 
C. ALM allows features to remain static and reduces incremental changes. 

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Question # 11

The business analyst (BA) at universal Containers is grooming user stories to add to the next sprint The BA Is having difficulty understanding the level of testing that's necessary for a particular story involving an update to an Important trigger. What should the BA do to address the need for user acceptance testing (UAT)?

A. Run all Apex tests using change set validation. 
B. Gather testing requirements from the stakeholder. 
C. Perform testing on all objects in the trigger. 

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Question # 12

Universal Containers (UC) stores information about its containers in the standard Salesforce Product object. UC deals with data integrity issues, such as the Container Color field fails to update on all containers when the color is updated on a Container Product Line. The project owner mentioned that a previous consultant recommended that UC move to a more normalized data model to represent its containers. What should the business analyst review to learn more about the previous consultant's recommendation?

A. Entity Relationship Diagram (ERD) 
B. System requirements specification 
C. Change request logs 

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Question # 13

The business analyst (BA) needs to identify collaborators for the current Salesforce CPQ project. The documentation has already been analyzed. What is another important step the BA should take to identify the correct decision makers? 

A. Survey the business units. 
B. Create a stakeholder wheel. 
C. Prepare a RACI matrix. 

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Question # 14

A Salesforce business analyst (BA) has recently joined a new project to improve the Sales Cloud implementation at Cloud Kicks. The BA wants to quickly introduce new functionality to impress the customer. Which action should the BA take?

A. Demo standard features and elicit feedback from the customer.
 B. Update the page layouts to show the most relevant information at the top. 
C. Scope the development of an integration with enterprise resource planning (ERP) 

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Question # 15

A business analyst (BA) at Universal Containers is conducting discovery sessions for implementing Experience Cloud. The key stakeholders have been assembled. The user stories have been written. What should the BA do next?

A. Write the test scripts. 
B. Define the acceptance criteria 
C. Plan the sprint schedule.

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Question # 16

A sales manager at Cloud Kicks recently learned about Salesforce Macros and believes service agents could benefit from the feature. The sales manager created the following user story: "As a service agent I want Salesforce Macros to complete repetitive tasks faster." What should the business analyst change to improve the user story?

A. Replace the specific feature with a goal.
 B. Change the user story to the sales manager persona. 
C. Add a quantifiable reason why the feature is needed. 

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Question # 17

The business analyst (BA) at Cloud Kicks is managing a project to build a recruiting app for the management and human resources (HR) teams. The HR director wants the app to help the team navigate the hiring process more efficiently. The BA designs a Stakeholder Wheel to better understand all of the people with an interest m the project. Which level of influence should the BA place the MR Director on the stakeholder wheel?

A. The Sponsor 
B. The Enterprise 
C. The project 

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Question # 18

The user acceptance testing (UAT) of a solution has passed. During the code review process, a technical team found that the Apex code fails to meet Salesforce coding standards which makes it challenging to maintain over the long term and may create performance issues. The business analyst has identified this as an issue that prevents deployment to production. Which principle of Agile methodology does this violate?

A. Sprint retrospective 
B. Definition of done
 C. Iterative development 

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Question # 19

Universal Containers wants to streamline a complex business process. The business analyst (BA) assigned to the Service Cloud project is creating a business process map of the existing process. The BA is having difficulty documenting the process because there is disagreement among the stakeholders about the steps that are being followed. Which recommendation should the BA make to help the stakeholders reach agreement about the process?

A. Refer to the Responsible, Accountable, Consulted, Informed (RACI) chart to determine who is accountable. 
B. Focus on the inputs and outcomes of the current process 
C. Brainstorm ideas to make the process more efficient. 

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Question # 20

A business analyst (BA) at Universal Containers (UC) has been asked to improve the user experience (UX) of marketing employee who manages webinar data. The chief marketing officer (CMO) thinks the UX issues are related to standard Salesforce Campaign functionality that misaligns with UC s business requirements. The BA surveyed the marketing group about their pain points and was surprised to discover that their concerns differ from the CMOs theory about issues with the UX of Campaigns in Salesforce. Which influencing style should the BA use when presenting their findings to the CMO and other stakeholders?

A. Collaborative 
B. Assertive 
C. Analytical

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Question # 21

Universal Containers wants to streamline a complex business process. The business analyst (BA) assigned to the Service Cloud project is creating a business process map of the existing process. The BA is having difficulty documenting the process because there is disagreement among the stakeholders about the steps that are being followed. Which recommendation should the BA make to help the stakeholders reach agreement about the process? 

A. Refer to the Responsible, Accountable, Consulted, Informed (RACI) chart to determine who is accountable. 
B. Focus on the inputs and outcomes of the current process
 C. Brainstorm ideas to make the process more efficient. 

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Question # 22

A business analyst (BA) at Universal Containers (UC) has been asked to improve the user experience (UX) of marketing employee who manages webinar data. The chief marketing officer (CMO) thinks the UX issues are related to standard Salesforce Campaign functionality that misaligns with UC s business requirements. The BA surveyed the marketing group about their pain points and was surprised to discover that their concerns differ from the CMOs theory about issues with the UX of Campaigns in Salesforce. Which influencing style should the BA use when presenting their findings to the CMO and other stakeholders? 

A. Collaborative 
B. Assertive 
C. Analytical 

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Question # 23

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. Proceed with the workshop as scheduled with the stakeholders who are available. 
C. Cancel the workshop and reschedule it to a date when ail stakeholders ace available. 

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Question # 24

The business analyst (BA) at Cloud Kicks is having a hard time documenting a user story to change an existing Opportunity flow for sales users. The architect expressed their concerns to the BA that they lack a comprehensive list of the components that will be affected by the updated flow. Which best practice should the BA follow?

A. Write the user story without making any assumptions about how it will be implemented or which components are affected. 
B. Ask the development team to investigate and document all affected components before the story can be written. 
C. Schedule additional discovery sessions with the sales users to understand what will be impacted by the changes. 

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Question # 25

Universal Containers recently launched a solution that leverages Service Cloud for its North America (NA) customer support team. Planning has started for the second phase of the project which will expand the solution to include the Asia Pacific (APAC) customer support team. The APAC readership team has indicated that its processes are similar to the NA team. The APAC team wants to see the high-level process areas that were used for the NA team so it car scope the key priorities for the overall business. The business analyst (BA) has scheduled a meeting with the APAC team. , Which action should the BA take during the meeting?

A. Share individual user stories from the NA implementation. 
B. Review the capability model from the NA Implementation. 
C. Demo the end-to-end solution from the NA implementation. 

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Question # 26

Cloud Kicks has completed the user acceptance testing (UAT) phase of a major update to Sales Cloud for its EMEA sales team. How should the business analyst help the EMEA sales team learn the new features?

A. Organize user groups by permission set and train each team. 
B. Document key changes and gather feedback to update the backlog. 
C. Build tooltips and discoverable content in the new console layouts. 

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Question # 27

A business analyst at Universal Containers is converting a requirements document into user stories for upcoming Manufacturing Cloud deployment. The first requirement is "finance needs a time tracking sys containers." Which option best represents the "IF component of the INVEST checklist to make a good user story from this requirement?

A. As a finance user I want a Timesheet object implemented so I can accurately report on container profitability. 
B. As a finance user, I want to know how long it takes to assemble a container so I can accurately report on container profitability. 
C. As a finance user, I want an Assembly Time field on the container cost record so I can accurately report on container profitability. 

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Question # 28

Universal Containers has several independent Salesforce projects this quarter involving shared objects and a complex deployment process managed by a DevOps team. While smoke testing the shared user acceptance testing (UAT) environment, the business analyst (BA) noticed thatone of the minor changes to the Account to the Account page layout for the project is missing. The client is eager to begin its UAT. What should the BA do to address the issue? 

A. Make the page layout change directly in UAT so the client can begin testing. 
B. Log a defect for the page layout change and discuss it with the DevOps team. 
C. Ask the project manager to reschedule UAT until after the defect is resolved 

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Question # 29

The business analyst (BA) is preparing for user acceptance testing (UAT) for Northern Trail Outfitters' new Service Cloud implementation. The BA secured the sandbox for the testing environment, wrote test cases, and created a process to track and manage reported bugs. Which additional step is required during the UATplanning process? 

A. Identify power users. 
B. Schedule deployment. 
C. Gather business requirements. 

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Question # 30

The sales team recently received training on a new sales methodology. When viewing an Opportunity in Sales Cloud, the sales manager wants the sales cycle to include new stages in addition to multiple custom fields. The business analyst is starting to construct user stories to support the new process. What should each user story include? 

A. Value, purpose, andneed 
B. Who, what, and why 
C. Who, where, and how 

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Question # 31

A business analyst (BA) is working with the support team at Cloud Kicks (CK) on a Service Cloud implementation. The BA has decided to create a process map to understand CK's current merchandise return process. What are the top three benefits of creating a process map? 

A. Engages stakeholders, identifies improvements, and starts the change process 
B. Builds accountability, increases revenue, and decreases overall time spent on requirements 
C. Identifies improvements, decreases project costs, and starts the change process 

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Question # 32

Northern Trail Outfitters launched a new feature on its Experience Cloud site to allow customers to compare features of similar products ahead of the major promotional event of the year. The user acceptance testing (UAT) passed successfully; however, many customers complained of issues when accessing the site. What did the business analyst overlook beforerecommending that the release go live? 

A. The AT should have been performed with enough time to resolve bugs in the new feature,
 B. The UAT should have been performed with both peak load and average load simulation. 
C. The UAT should have been performedby customers who are familiar with the products. 

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Question # 33

Cloud Kicks has invited stakeholders from multiple departments and roles to participate in its latest Salesforce project. Each stakeholder's experiences and priorities for the project are different which causes tension within the team and a lack of clarity around project direction. What should the business analyst do to help the team work together more effectively?

A. Encourage leadership to share their vision for the project, and ask the larger team to focus feedback only on the key objectives, pain points, and requirements outlined by leaders 
B. Limit participation in key project discovery, requirements, and solutioning meetings to leadership. and engage the larger team to answer questions directly/ related to their roles when needed. 
C. Lead the stakeholders in creating a team agreement that assigns project roles and outlines how the team will collaborate, disagree, develop trust, and define success 

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Question # 34

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

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Question # 35

Universal Containers (UC) is wording with an implementation partner to help it optimize Salesforce. A new business analyst (BA)from the partner was introduced to UC stakeholders a few weeks into the project The BA is getting to know each of the stakeholders by their roles and contributions. However, the BA had one misstep and is slightly embarrassed. What should the BA do to build trust with the stakeholders? 

A. Be vulnerable and own their mistake. 
B. Promise to work harder to avoid other mistakes. 
C. Ask their supervisor for help immediately. 

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Question # 36

Thebusiness analyst (BA) implementing Salesforce at Cloud Kicks is interacting with many different people throughout the company. Some of the subject matter experts (SMEs) are difficult to engage, and the BA is struggling to get the information they need. What should the BA do when they find it difficult to get a response? 

A. Put extra effort into following up with the SMEs. 
B. Limit effort to contact the unresponsive SMEs. 
C. Escalate the concern to the SMEs' manager. 

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Question # 37

Passwords CAN be reset using the Salesforce mobile app. 

A. TRUE 
B. FALSE 

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Question # 38

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

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Question # 39

Universal Containers is developing a new recurring app utilizing Lightning screen flows. The business analyst (BA) has started writing user stores in a repository. The project lead has edited user stories in the DevOps tool to make them more complete. What should the BA do to understand which user stories were modified? 

A. Review the approval history. 
B. Review the change sets history 
C. Review the version control history.

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Question # 40

Afterthe first round of user acceptance testing for a Sales Cloud project, the business analyst discovered that a high number of test cases failed. What is a possible reason why the test cases failed? 

A. Missing test org access details 
B. Missing test result details 
C. Missing test script details 

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Question # 41

The business analyst (BA) at Cloud Kicks is deep in planning activities for its Commerce Cloud implementation project. The project sponsor asks the team to adjusttheir efforts due to budgetary constraints. What should the BA do next? 

A. Organize requirements. 
B. Validate requirements. 
C. Prioritize requirements. 

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Question # 42

The business analyst at Cloud Kicks is beginning to write user stories for its Salesforce implementation. Which three components should-be included when writing a user story? 

A. Who, what, why 
B. When, where, why 
C. Who, when, why 

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Question # 43

The sales team at Universal Containers has concerns that the process for distributing new leads is too slow. The VP of sales has engaged a business analyst (BA) to help map out a process to distribute new leads quickly. The BA sets up a meeting with stakeholders and learns a stakeholder already has a solution in mind. What should the BA do next? 

A. Implement the solution now to save time in the planning phase. 
B. Ask the stakeholderto demo their solution to the project team. 
C. Gather requirements and then note the proposal solution. 

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Question # 44

During the discovery phase of a Salesforce project, which types of analyses should a business analyst typically perform? 

A. Financial, Technical, Operational 
B. Technical, Stakeholder, Enterprise 
C. Enterprise, Strategy, Stakeholder 

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Question # 45

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. 

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Question # 46

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 endusers' 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. 

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Question # 47

At Universal Containers, a business analyst (BA)r solution architect, lead developer, quality assurance lead, and other team members need access to user stories as part of the Agile lifecycle of enhancements to a Marketing Cloud integration project. What should the BA do to give all team members access and visibility to the most recent user stories as the project is in motion? 

A. Define a common repository to hold all user stories and track changes over time. 
B. Allow each team member to merge all userstories at the end of user acceptance testing. 
C. Send emails to stakeholders with all of the changes to the user stories. 

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Question # 48

Universal Containers is setting up a Salesforce email integration for the sales team. Through discovery conversations, the business analyst (BA) learns theoperations team also needs email integration in the near future. What should the BA do next? 

A. Proceed with the sales team's project as planned. 
B. Start project work for the operations team. 
C. Include the operations team during discovery. 

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Question # 49

The business analyst (BA) at Universal Containers isresponsible for defining the enhancement features for the current Salesforce CPQ implementation that must be configured in the next phase of the project. Which type of document should the BA create to achieve the objective? 

A. Business analysis plan 
B. Scope statement specification 
C. Functional requirements specification 

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Question # 50

Universal Containers is working to improve Salesforce adoption. Customer reps are utilizing many Salesforce features in the org, but sales reps are still relying on their personal spreadsheets. What should the business analyst do to better understand the sales reps process in order increase Salesforce adoption? 

A. Host Focus group, conduct surveys, and shadow the sales reps to observe the tools they use and how the use them. 
B. Run reports based on usage to see where the sales reps are spending the majority of their time in Salesforce. 
C. Arrange for the sales reps to collaborate with customer service reps to learn service reps interact with Salesforce. 

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Question # 51

The Cloud Kicks admin is getting ready to release a record-triggered flow that autogenerates Renewal Opportunity Order Line Items once an Opportunity is Closed/Won for a sales team user story. During user acceptancetesting, what should the business analyst do to ensure the solution fulfills the needs of the sales team? 

A. Draft a list of test cases and scripts and choose "Run flow as another user'' to debug the flow as a sales team user to identify and fix bugs. 
B. Choose subject matter experts as testers and prepare a sandbox with quality test data, test cases, and scripts that match real-world scenarios. 
C. Collaborate with the admin and a power user to test the flow for scalability, robustness, and maintainabilityin a sandbox. 

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Question # 52

A business analyst (BA) at Universal Containers has been assigned to a Salesforce project that will have an impact on more than 5,000 office locations across the globe. The BA needs toidentify the people who can describe the business problem and provide detailed requirements. Which document should the BA use? 

A. RACI chart 
B. User stories 
C. Stakeholder analysis 

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Question # 53

The business analyst (BA) at Northern Trail Outfitters is helping to improve the process for handling customer returns using Salesforce. The BA has completed a current state process map to identify areas for improvement. The BA plans to present ideas for a future state return handling process to the larger project team. What should the BA present to the team in a way that is relatable and invites discussion, feedback, and ideas? 

A. A prototype for a specific business outcome 
B. Detailed technical documentation with annotations 
C. A story using personasto illustrate potential solutions

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Question # 54

At Cloud Kicks (CK), the marketing director's management style is results-driven. CK uses scrum methodology when developing improvements to its Salesforce org. The director requests urgent enhancements in the middle of a sprint that require changes by the development team, The director believes their needs are of the highest importance. What should the business analyst do when disruptions to the project occur? 

A. Focus on the agreed upon deliverables instead of the new requests to prevent overallocation of resources.
 B. Ask the project manager for an additional resource to implement the new requests. 
C. Interpret the requests as guidelines to be used when determining priorities for the upcoming release. 

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Question # 55

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 

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Question # 56

Universal Containers is currentlydoing user acceptance testing for a global customer service project that leverages Service Cloud. A stakeholder is executing a test case for a specific user story. The stakeholder has provided this feedback: • The functionality described in the test case is working as expected. • The stakeholder wants to change the label of several fields described in the test case. • The stakeholder wants to add two new fields that were excluded from the test case. Which step should the business analyst take next?

A. Acknowledge the feedback, update the existing user story to include the field changes, and assign the user story back to the technical team for immediate development. 
B. Acknowledge the feedback, create a new test case that includes the field changes, and assign the test case hack to the stakeholder far immediate testing. 
C. Acknowledge the feedback, create a new user Story that includes the field changes, and ask the stakeholder to update the existing tat case to show it was successfully tested. 

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Question # 57

Thebusiness analyst (BA) at Northern Trail Outfitters recently configured a feature on Opportunities for the sales team. The BA plans to gather feedback from a small group of end users before rolling out the feature to the entire company. What should the BA do to present this information?

A. Share user stories about the feature. 
B. Demo the new feature. 
C. Create a feature manual. 

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Question # 58

Northern Trail Outfitters isUpdating Its customer portal built on Experience Cloud. The team has drafted a user story: "As a customer, I want to be able to chat with a support agent and view my account, see my orders, and ask questions via the customer port. What should a business analyst do to improve this user story? 

A. Estimate how long it will take the technical team to complete the story. 
B. Include specific information about potential Salesforce solutions. 
C. Adjust the goal of the user story to be independent. 

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Question # 59

Northern Trail Outfitters (NTO) wants to leverage the power of Sales Cloud to implement its lead to cash process. A business analyst (BA) is tasked with understanding NTO's current processes, identifying areas of improvement, and communicating it effectively to stakeholders. What should the BA use to accomplish the goal? 

A. Business analysis plan 
B. Process mapping 
C. Change management 

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Question # 60

Cloud Kicks is planning to create a new Service Cloud console app for its services team to resolve issues with delayed shipments to customers. The business analyst (BA) wrote the user stories based on a written list of requirements provided by the manager of the services team. Upon stakeholder review with the entire services team, many of the user stories were rejected and the BA had to revise them. When the BA wrote the initial user stories, what was the likely cause of the issue? 

A. The user stories focused on well-defined personas. 
B. The project team failed to discuss the user stories as a group. 
C. The acceptance criteria of the user stories were too specific. 

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Question # 61

Universal Containers (UC) has low adoption rate of its Salesforce solution. UC has hired a new vendor to overhaul its documentation and train)ng process. needs a business analyst to facilitate this transition. Which of set if actions are the most effective business needs from stakeholders? 

A. send surveys to collect feedback; observe end 'Users; whiteboard incoming requests; and store communication In a centralized location. 
B. Mock up a design; build a prototype; demonstrate functionality to end users; and collect feedback for Changes. 
C. Use multiple forms of communication; build trust; show empathy; and get commitment for next 

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Question # 62

Northern Trail Outfitters (NTO) is working with an implementation partner to transform its customer support team with Service Cloud. A newbusiness 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 astakeholder 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 atthe next meeting with the stakeholder. 
C. Ask an executive sponsor to address the stakeholder's concerns. 

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