Online Access Free Certified-Business-Analyst Exam Questions

No.# The most appropriate acceptance criteria for the user story is:

B. Sales rep can see the inventory closest to a customer with a quick action.

Explanation:
Good acceptance criteria should be clear, specific, and testable.

Option B includes:

The functionality: sales rep can see inventory closest to a customer.

How it’s accessed: through a quick action, which makes it more measurable and specific.

Option A is too vague and doesn't define how the feature is accessed.

Option C is written in the form of a user story, not acceptance criteria.

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No.# Correct answer is C

No.# Answer is A

No.# The correct answer should be C, here is why:

Salesforce Optimizer provides insights into the configuration and usage of a Salesforce org. It can highlight areas of improvement, potential risks, and optimization opportunities. By analyzing the output, the business analyst can identify the top project priorities—areas that require attention or optimization to enhance the overall performance, security, and efficiency of the Salesforce instance.

While Salesforce Optimizer may provide some performance-related information, its primary focus is on offering recommendations for improvements and best practices. Therefore, using the output to identify top project priorities aligns with the tool's intended purpose.

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No.# Breaking down user stories into smaller pieces can also impact the acceptance criteria (option B), but the impact on estimation (option C) is typically more significant. Here's a bit more detail:

B. Acceptance criteria: When you break down user stories, you may also need to adjust and define acceptance criteria for each smaller story. Each smaller story will have its own set of criteria that need to be met for it to be considered complete. However, while adjusting acceptance criteria is an important part of breaking down stories, it's often the estimation process that is most significantly affected. Smaller stories make estimation more precise and manageable.

In Agile development, the size and complexity of user stories directly impact the accuracy of estimation, and breaking down larger stories into smaller, well-defined pieces is a common practice to improve estimation accuracy. So, while both options B and C are impacted by breaking down stories, estimation (option C) tends to be the one most affected....

No.# To improve the user story, the business analyst (BA) should:

C. Adjust the goal of the user story to be independent.

User stories should ideally be independent, meaning they can be developed, tested, and delivered without being dependent on other stories. The original user story you provided is trying to address multiple functionalities ("chat with a support agent," "view my account," "see my orders," "ask questions"), which can lead to dependencies and make it more challenging to prioritize and deliver in an Agile context. Each user story should focus on a specific, independent piece of functionality to ensure a smoother development process.

No.# The area of user acceptance testing (UAT) that was overlooked in this scenario is:

A. Functionality on interconnected objects should be part of UAT.

The fact that end users reported error messages when manually creating new Opportunities after the deployment indicates that there was a lack of testing or validation of the interconnected functionality between objects, specifically between the lead conversion process and the Opportunity object. Testing the end-to-end processes that involve multiple interconnected objects is an important aspect of UAT to ensure that all components work together seamlessly. In this case, it seems that the testing did not adequately cover this aspect, leading to issues after deployment.

No.# B. 1. Review information from the discovery: This step ensures that the BA has a solid understanding of the project's objectives, stakeholder needs, and existing processes.

Ask clarifying questions: It's essential to seek clarification on any unclear or ambiguous points before drafting requirements to ensure accuracy.

Draft requirements: This step involves creating a clear and concise document outlining the functional and non-functional requirements of the case management process.

Share requirements with the technical team so they can begin building: Collaboration with the technical team early in the process can help ensure that the requirements are feasible and align with the organization's technical capabilities.

Create user acceptance criteria and test cases: This step is crucial for quality assurance and verifying that the implemented solution meets the specified requirements.

Option A lacks the step of creating user acceptance criteria and test cases, which is essential for testing and validation. Option C doesn't explicitly mention sharing requirements with the technical team before building, which can lead to potential issues during development.

Therefore, option B is the more comprehensive and structured approach for drafting and finalizing requirements for the case management process. However, it's essential to adapt the process as needed to align with the specific project's requirements and methodologies....

No.# To provide more clarity to the QA team regarding what needs to be tested as a result of the updated flow, the business analyst should review and revise the acceptance criteria of the user story.

Acceptance criteria are essential for defining the specific conditions that must be met for the user story to be considered complete and done. They outline the expected behavior and outcomes of the user story and provide clear guidelines for testing. By revising and detailing the acceptance criteria, the BA can ensure that the QA team has a precise understanding of what to test and what the expected results should be. This will help the QA team perform their testing effectively and align with the user story's objectives.

No.# C. Stakeholder analysis

To identify the people who can describe the business problem and provide detailed requirements for a Salesforce project that impacts over 5,000 office locations globally, the business analyst should use a stakeholder analysis document.

A stakeholder analysis helps in identifying and categorizing stakeholders based on their roles, influence, interest, and involvement in the project. By conducting a thorough stakeholder analysis, the BA can determine who the key individuals are who can describe the business problem and provide the necessary requirements. This document helps in prioritizing communication and engagement with relevant stakeholders and ensures that their input is considered in the project.

While user stories (option B) can be used to capture specific requirements, they typically come after identifying and engaging with stakeholders. A RACI chart (option A) is useful for defining roles and responsibilities but may not directly identify individuals who can provide detailed requirements. Therefore, the stakeholder analysis is the most appropriate document for initially identifying the right people to engage with in this context....

No.# B. Change log

The milestone of stakeholders suggesting a revision to the requirements, the BA updating the requirements, and the stakeholders signing off on the updated requirements should be tracked in the change log. The change log is a document or record that keeps track of all changes, revisions, and updates made to project requirements or documentation over the course of the project.

By maintaining a change log, the BA and the project team can keep a clear record of when changes were proposed, who proposed them, how they were addressed, and when they were approved or rejected. This helps ensure transparency and accountability throughout the project and provides a historical record of any changes that may impact project scope or deliverables.

No.# B. Audiences, scope, inputs, outputs, and resources

When reviewing process maps for a project focused on transforming the customer service department using Service Cloud, the business analyst (BA) should look for key attributes that help define and understand the processes. Option B, which includes "Audiences, scope, inputs, outputs, and resources," aligns with these requirements.

Here's how each of these attributes is relevant:

- Audiences: Identifying who the processes are intended for, such as customer service agents, supervisors, or customers themselves, is crucial for understanding the stakeholders involved.

- Scope: Understanding the boundaries and extent of each process helps define the context in which they operate.

- Inputs: Knowing what information or data is required to initiate and carry out each process is essential for ensuring they are well-supported.

- Outputs: Identifying the results or outcomes of each process helps assess their effectiveness and alignment with project goals.

- Resources: Knowing the resources, including tools, systems, and personnel, required for each process is important for planning and implementation.

While attributes like "Case sources, types, volumes, priorities, and reasons" (Option A) may also be important, they are typically more specific details that would be part of the inputs, outputs, or requirements associated with each process. Option B provides a more comprehensive framework for understanding the processes themselves....

No.# B. Include specific information about potential Salesforce solutions.

To improve the user story, the business analyst should include specific information about potential Salesforce solutions or features that will enable the customer to chat with a support agent and view their account, orders, and ask questions via the customer portal. This added detail helps provide clarity to the development team about the technical components or Salesforce functionality that may be involved in implementing the user story.

For example, the user story could be enhanced as follows: "As a customer, I want to be able to chat with a support agent using Salesforce Live Agent and view my account details, order history, and submit questions through Salesforce Experience Cloud."

By specifying the Salesforce solutions and tools, the user story becomes more actionable and provides a clear direction for the technical team, ensuring that the desired functionality is achieved.

No.# A. Confirm steps to reproduce the issue.

The first step the business analyst (BA) should take to help resolve the issue of slow-loading record pages is to confirm the steps to reproduce the issue. This involves gathering specific details about which record pages are experiencing slow performance, the actions or operations that users are performing when the slowness occurs, and any error messages or issues encountered.

By understanding how and when the problem occurs, the BA can effectively diagnose the root cause and determine whether it's related to specific record types, configurations, or other factors. This information is essential for a targeted and efficient resolution process, which may involve optimizing page layouts, configurations, or other performance-related adjustments.

No.# C. Schedule a meeting with stakeholders and create a journey map.

To begin the process of implementing a new client onboarding process leveraging custom objects and a custom Console Lightning App, the business analyst should schedule a meeting with stakeholders and create a journey map. This approach involves understanding the current onboarding process, identifying pain points, and mapping out the ideal customer journey using the new solution.

Creating a journey map helps visualize the end-to-end experience of the client onboarding process, including touchpoints, interactions, and stages. It allows the business analyst to collaborate with stakeholders to define the objectives and requirements of the project effectively. Once the journey map is in place, the project plan and release date can be developed with a clear understanding of the desired outcome and the steps required to achieve it.

No.# A. Simple - A high-level overview of the process is sufficient to show a new user experience.

For onboarding a new user group to a Service Cloud implementation, it's generally advisable to use a simple, high-level process map. Here's why:

1. Clarity: New users are often overwhelmed with too much detailed information. Providing a high-level overview allows them to grasp the main steps and objectives of the onboarding process without getting bogged down in minutiae.

2. Flexibility: A high-level process map leaves room for adaptation and flexibility. New users may have unique situations or needs that a rigid, prescriptive process wouldn't accommodate.

3. Efficiency: Providing too much detail can be counterproductive, as it may lead to information overload. New users can learn and remember the essential steps more easily when presented with a simpler overview.

However, it's essential to strike a balance. While a high-level overview is beneficial, there should be additional resources available for users who require more detailed instructions or who encounter specific scenarios that aren't covered in the high-level process map....