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السؤال #1
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. Work with Salesforce to purchase the necessary licenses
B. Manage existing Salesforce applications and activities
C. Understand current business processes and document existing functionality
عرض الإجابة
اجابة صحيحة: C
السؤال #2
Northern Trail Outfitters is Updating 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
عرض الإجابة
اجابة صحيحة: C
السؤال #3
A business analyst (BA) is working on a request from a sales leader at Universal Containers. The sales leader has noticed the quality of information on new leads has declined recently. After completing their initial research, the BA concludes that the Salesforce lead intake form needs to be updated to include only essential information. Since several sales teams use the intake form, the BA must get alignment from all of the groups. How does whiteboarding help the BA collaborate with multiple stakeholders?
A. It provides a script to follow with suggested questions and prompts, identifies exactly what each group needs in order to be successful, and the final version acts as the business requirements document
B. It builds a shared understanding of the current state, creates a space for everyone to contribute since the activity feels shared, and guides the conversation while maintaining engagement
C. It provides a single document in a central location for stakeholders to contribute, allowing each group to provide feedback on their own, instead of requiring everyone to meet and discuss together
عرض الإجابة
اجابة صحيحة: B
السؤال #4
From where can an Admin unlock a user?
A. Setup > Locked Users > Unlock
B. Users > Select user > Unlockcorrect
C. Setup > Object Manager > Users > Select User > Unlock
D. Users > Logins > Unlock Users
عرض الإجابة
اجابة صحيحة: B
السؤال #5
A new business analyst (BA) wants to follow the correct order of phases in the implementation lifecycle on a Salesforce project. How should the BA approach the project?
A. Analyze, build, operate, delivercorrect
B. Analyze, build, deliver, operate
C. Analyze, operate, build, deliver
عرض الإجابة
اجابة صحيحة: A
السؤال #6
The business analyst at Universal Containers is helping the team transition from workflow rules to flows. The work has been built and it is time to kick off user acceptance testing (UAT).What is the goal of UAT?
A. To ensure what was originally requested is being delivered
B. summarize the overall ask and determine what is in scope
C. To identify acceptance criteria with pass/fail indicators
عرض الإجابة
اجابة صحيحة: A
السؤال #7
Which element of the storytelling process for UX is described here: "A hurdle that makes it difficult for your heroes to succeed on their journeys."
A. Challengecorrect
B. Monster
C. Victory
D. Helper
عرض الإجابة
اجابة صحيحة: A
السؤال #8
The business analyst (BA) at Universal Containers has been capturing the requirements for a major Sales Cloud release. An admin has been deploying the resulting system changes. The quality assurance (QA) team has run into challenges when testing the changes. The BA is unaware of deployment and testing challenges. What should the BA do to resolve these challenges with the release team?
A. Associate each set of metadata -changes to the corresponding user story
B. Provide detailed test cases to validate the functional requirements
C. Involve the stakeholders in the business requirements gathering sessions
عرض الإجابة
اجابة صحيحة: A
السؤال #9
Which of the following User Management terms is best described by this definition: " Record created to identify a new employee that starts accessing Salesforce"
A. Profiles
B. Salesforce characters
C. Userscorrect
D. Roles
عرض الإجابة
اجابة صحيحة: C
السؤال #10
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. 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
عرض الإجابة
اجابة صحيحة: C
السؤال #11
Which tool is used to create reports, incorporate filters and select the Report Type?
A. Data Loader
B. Report Buildercorrect
C. A csv file that will then get imported
D. Report Composer
عرض الإجابة
اجابة صحيحة: B
السؤال #12
Universal Containers has kicked off a project focused on transforming its customer service department using Service Cloud. During onboarding, the project manager shared the following process maps with the business analyst (BA): Case Creation ? Case Triage ? Case Assignment ? Case Management ? Case Closure Which key attributes should the BA look for when reviewing the process maps?
A. Audiences, scope, inputs, outputs, and resourcescorrect
B. Cost, timeline, risks, requirements, and opportunities
C. Case sources, types, volumes, priorities, and reasons
عرض الإجابة
اجابة صحيحة: A
السؤال #13
The business analyst is working with a stakeholder on a Salesforce project. The stakeholder needs an approval process on contract submissions. Sales managers want to see all contracts when the discount is greater than 20%. They will decline any contracts with a discount that is greater than 25%, but they want visibility into other highly discounted contracts. Which acceptance criteria is the most effective for this scenario?
A. A sales manager wants to be notified when a contract has been submitted with a discount greater than 20% so the manager can approve or decline a discounted price
B. Users in a sales manager role should have access to a button on contracts to click to approve ordecline a contract with a discounted price of 2G% or more
C. A sales manager wants to be able to approve contracts with a large discount and they need a validation rule related to contract discounts greater than 25%
عرض الإجابة
اجابة صحيحة: A
السؤال #14
Which tool is used to create reports, incorporate filters and select the Report Type?
A. Data Loader
B. Report Buildercorrect
C. A csv file that will then get imported
D. Report Composer
عرض الإجابة
اجابة صحيحة: B
السؤال #15
Should the following item be included in a UX Research Plan? Advanced Prototype
A. Nocorrect
B. Yes
عرض الإجابة
اجابة صحيحة: A
السؤال #16
During a sprint grooming session for the Sales Cloud implementation at Cloud Kicks, the development team mentions the step "Code Review by Technical Architect" listed within the acceptance criteria needs to be adjusted. Which location should the business analyst move this item to?
A. Project plan
B. Definition of donecorrect
C. Pull request template
عرض الإجابة
اجابة صحيحة: B
السؤال #17
Is the following a benefit of implementing Process Mapping? Spot and resolve flaws in the project early on.
A. No
B. Yes
عرض الإجابة
اجابة صحيحة: B
السؤال #18
Universal Containers is about to kick off a new Salesforce implementation, bringing both sales and service teams onto the platform. Each team has been managing Accounts and Contacts in their own way even though the Accounts and Contacts are shared between the teams. This has resulted in disagreements about what should be built in Salesforce. Which groups should the business analyst work with to gain full alignment on a common program vision and strategy?
A. Business leaders, middle management, and end userscorrect
B. Senior leadership, IT leadership, and middle management
C. Executive sponsors, IT leadership, and end users
عرض الإجابة
اجابة صحيحة: A
السؤال #19
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 processcorrect
B. Builds accountability, increases revenue, and decreases overall time spent on requirements
C. Identifies improvements, decreases project costs, and starts the change process
عرض الإجابة
اجابة صحيحة: A
السؤال #20
In which of the following app markets CANT the Salesforce App be found?
A. Google Play
B. AppExchangecorrect
C. App Store
عرض الإجابة
اجابة صحيحة: B
السؤال #21
The business analyst (BA) at Northern Trail Outfitters is writing user stories for a Service Cloud implementation. In which order should the BA arrange the three components of a user story?
A. I want , as a , so that
B. As a , I want , so that correct
C. I want , so that , for a
عرض الإجابة
اجابة صحيحة: B
السؤال #22
Which permission is required to create, delete, refresh or activate a Sandbox?
A. Sandbox Editor
B. Environment Manager
C. System Administrator
D. Manage Sandboxcorrect
عرض الإجابة
اجابة صحيحة: D
السؤال #23
Which of the salesforce app providers will be able to unlock a locked user with their phones?
A. All of them
B. iOS (App Store)correct
C. Only those that download the app from the App Exchange
D. Android (Google Play)
عرض الإجابة
اجابة صحيحة: B
السؤال #24
Is the following a benefit of implementing Process Mapping? Spot and resolve flaws in the project early on.
A. No
B. Yescorrect
عرض الإجابة
اجابة صحيحة: B
السؤال #25
What are the business analyst's responsibilities during the analyze phase of the Salesforce implementation lifecycle?
A. Complete testing, build training materials, and elicit requirements for the next iteration
B. Create a data dictionary, write end user documentation, and review test scripts
C. Gather business requirements;, create process maps, and write user stories
عرض الإجابة
اجابة صحيحة: C
السؤال #26
Which permission is required to create, delete, refresh or activate a Sandbox?
A. Sandbox Editor
B. Environment Manager
C. System Administrator
D. Manage Sandboxcorrect
عرض الإجابة
اجابة صحيحة: D
السؤال #27
After the 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 script details
B. Missing test result details
C. Missing test org access details
عرض الإجابة
اجابة صحيحة: A
السؤال #28
A business analyst (BA) is compiling a list of subject matter experts to consult throughout the discovery for a new Service Cloud implementation. What is the primary value of the BA speaking with customer service reps?
A. Validating current processes
B. Estimating the project cost
C. Building solution design consensuscorrect
عرض الإجابة
اجابة صحيحة: C
السؤال #29
Is the following an Agile Principle: "Stick to a plan generated in the early stages of the process."
A. Yes
B. Nocorrect
عرض الإجابة
اجابة صحيحة: B
السؤال #30
The business analyst (BA) at Northern Trail Outfitters is writing user stories about a Case creation feature within Service Cloud for an upcoming sprint. This feature overlaps with another feature that is being developed in the current sprint. The BA is working with the technical team to identify metadata dependencies across features to prevent overwriting before the release. What should the BA use?
A. Setup Audit Trail
B. Change Sets
C. Version controlcorrect
عرض الإجابة
اجابة صحيحة: C

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