Online Access Free Certified-Business-Analyst Exam Questions

No.# Since the goal is to limit the number of interactions a customer has during the case lifecycle, the focus is on the customer’s experience — not just internal processes.

✅ Journey Map
Visualizes the customer’s end-to-end experience with a product or service.

Highlights touchpoints, pain points, and emotions.

Helps identify where too many interactions or friction occur.

Ideal when the goal is to optimize the customer journey and improve satisfaction.

❌ Process Map
Focuses on internal processes — who does what, when, and how.

Useful for system or workflow design, but not ideal for showing customer experience.

❌ Heat Map
Typically used for visualizing data intensity (e.g., where users click on a webpage, or system usage).

Not suitable for illustrating a lifecycle or journey.

✅ Summary:
Because the project’s goal is to minimize customer effort across their interactions, a Journey Map is the best tool to:

✦ Visualize the lifecycle
✦ Identify and reduce unnecessary touchpoints
✦ Enhance the customer experience...

No.# C. Cross-functional flowchart

A cross-functional flowchart would be the most suitable tool for the business analyst (BA) to use for their evaluation in this scenario. Cross-functional flowcharts, also known as swimlane diagrams, provide a visual representation of a business process, illustrating the interactions between different roles or departments involved in the process. This allows the BA to evaluate the business process at both a high level and in detail, identifying potential bottlenecks, inefficiencies, and areas for improvement. Additionally, by keeping regulatory considerations in mind during the evaluation, the BA can ensure that the future implementations of Sales Cloud and Service Cloud align with relevant regulations and compliance requirements.

No.# Answer should be B. Why
The missing component necessary to finish this user story is the "why." The user story should include why the sales reps need visibility into their pipeline and revenue. Understanding the rationale behind the request helps provide context for the development team, ensuring that the solution meets the user's needs effectively.

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No.# It should be C

https://www.iiba.org/business-analysis-blogs/3-part-blog-series--part-3-what-does-enterprise-analysis-look-like-objectives-and-key-results/

Enterprise Analysis is the identification of business opportunities, development and maintenance of a business architecture, and the determination of optimum project investment. The most significant result that can come from effective enterprise analysis would be a business meeting its strategic goals. Enterprise analysis makes this possible by enabling analysis professionals to understand the needs of the organization and the direction it is going in, and identify which initiatives are most likely to allow the company to meet its goals.

Business analysis plays a critical role in the success of an organization, including business analysis professionals at the onset of enterprise initiatives could be the difference between a successful initiative and a failed one.

No.# It is C

Enterprise Analysis is the identification of business opportunities, development and maintenance of a business architecture, and the determination of optimum project investment. The most significant result that can come from effective enterprise analysis would be a business meeting its strategic goals. Enterprise analysis makes this possible by enabling analysis professionals to understand the needs of the organization and the direction it is going in, and identify which initiatives are most likely to allow the company to meet its goals.

Business analysis plays a critical role in the success of an organization, including business analysis professionals at the onset of enterprise initiatives could be the difference between a successful initiative and a failed one.

No.# Correct answer is A. Current state analysis
A current state analysis involves documenting and analyzing the existing processes, workflows, and systems in the organization. In the context of a Service Cloud project, this would help the BA understand how customer service and case management are currently handled without the Web-to-Case functionality. It provides insights into the current business processes, pain points, and areas that can be improved or automated.

No.# Correct answer is C

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No.# Correct answer is A

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No.# UPN is correct

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No.# This also seems like it's B.

No.# No, it's C.

No.# No, it's A.

No.# A is correct

No.# Should be C:

Use cases - A use case identifies, defines, and organizes the system requirements from the perspective of a user.

Gap analysis - This document describes the gaps between the current processes and the intended processes.

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No.# Correct Answer is A, you can not edit original user stories during UAT. You need to create a new user story, and if the functionality is working as expected/defined in the test case, the test must be passing