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Salesforce Certified Business Analyst Sample Questions:

1. 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) Run testing again, ensuring the scripts reflect expectations and business processes match functionality,
B) Decompose and model the business processes, and identify testing procedures to calculate new values.
C) Present recommendations from testing to determine if improvements should be made to the underlying implementation.

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

3. The sales team at Cloud Kicks is rolling out a new sales methodology. To incorporate the requested changes, the business analyst working with the technical team identifies several integrations that touch the Opportunity object and could be impacted by the changes. The project manager wants the solution to include unit testing, code reviews, and functional testing.
What does the project team need to agree upon to ensure the work is ready to be deployed?

A) User acceptance criteria
B) Entity relationship diagram
C) Definition of done

4. Universal Containers wants the ability to fill out a survey based on customer feedback. The team is unable to visualize a possible solution in order to confirm the requirements.
Which elicitation technique should the business analyst use to help the team meet its goal?

A) Brainstorming
B) Observation
C) Prototyping

5. Cloud Kicks wants to assess the efficiency of its Sales Cloud solution to eliminate unnecessary steps and cut costs. A business analyst (BA) will give a presentation to executives to help them understand the current state and define the future state.
Which document should the BA use for the presentation?

A) A collection of use cases
B) A business process model
C) A persona journey map

Solutions: