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Salesforce Certified Business Analyst Sample Questions:

1. Universal Containers is nearing the launch date for its new Salesforce Loyalty Management program. The business analyst (BA) has ensured the user acceptance testing (UAT) plan has the proper test scripts.
What is another important item the BA should look for in the UAT plan?

A) Process maps
B) Estimated cost
C) Timelines

2. Northern Trail Outfitters is starting a project to implement Service Cloud for the customer service department.
Which activity should be handled by a business analyst assigned to this project?

A) Understand current business processes and document existing functionality.
B) Work with Salesforce to purchase the necessary licenses.
C) Manage existing Salesforce applications and activities.

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

4. After stakeholders formally signed off on requirements, the business analyst (BA) received numerous emails requesting changes to Salesforce during uses acceptance testing (UAT). The BA quickly became overwhelmed by the requests and needs a way to organize and peritonitis them.
What should the BA use to help them organize these requests?

A) Gap analysis document
B) Change request log
C) Scope statement specification

5. 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.

Solutions: