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Salesforce Business Analyst Exam Questions and Answers, | SPOTO

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Question #1
A business analyst is using storytelling to communicate the vision for a Salesforce solution to business stakeholders. Which storytelling technique should the BA use in their initial demo of a solution to business stakeholders?
A. Highlight a perspective from testing feedback that identifies bugs and pain points in their business challenges
B. Give a perspective from a relatable persona that shows the development team can solve their business challenges
C. Describe a perspective from the business requirements document that addresses architectural concerns based on their business challenges
View answer
Correct Answer: B
Question #2
At Cloud Kicks (CK), the marketing director's management style is results-driven. CK uses scrum methodology when developing improvements to its Salesforce org. The director requests urgent enhancements in the middle of a sprint that require changes by the development team, The director believes their needs are of the highest importance. What should the business analyst do when disruptions to the project occur?
A. Focus on the agreed upon deliverables instead of the new requests to prevent overallocation of resources
B. Ask the project manager for an additional resource to implement the new requests
C. Interpret the requests as guidelines to be used when determining priorities for the upcoming release
View answer
Correct Answer: C
Question #3
Which User access and sharing features would you use for the following use case: it is the first time a user logs in and they need to be sent an email with a way to authenticate their email.
A. 2 FA
B. Single Sign-On
C. Email Proofcorrect
D. Login Link
View answer
Correct Answer: C
Question #4
Northern Trail Outfitters (NTO) plans to significantly grow its workforce and wants to increase the overall security of its Sales Cloud instance. NTO has previously implemented a complex security solution with organization wide defaults, criteria-based sharing rules, and dozens of user profiles. NTO has asked a business analyst (0A) for recommendations on how to proceed. Which aspect of a potential solution is most important for a BA to consider?
A. User adoption
B. Scalabilitycorrect
C. System downtime
View answer
Correct Answer: B
Question #5
What is used to declaratively move metadata from one environment to another?
A. Data Loader
B. Change Setscorrect
C. Import Wizard
D. Ant Migration
View answer
Correct Answer: B
Question #6
Universal Containers (UC) is wording with an implementation partner to help it optimize Salesforce. A new business analyst (BA) from the partner was introduced to UC stakeholders a few weeks into the project The BA is getting to know each of the stakeholders by their roles and contributions. However, the BA had one misstep and is slightly embarrassed. What should the BA do to build trust with the stakeholders?
A. Be vulnerable and own their mistake
B. Promise to work harder to avoid other mistakes
C. Ask their supervisor for help immediately
View answer
Correct Answer: A
Question #7
Northern Trail Outfitters (NTO) has acquired a competitor. The agreement is to migrate the acquired company into NTG’s Technological Platforms. One of its challenges is to offer a unified customer experience while strengthening the relationship with its customers. The business analyst (BA) has been asked to translate the business objectives and assemble an improved and standard customer experience. Which strategy should the BA use to accomplish the goal?
A. Understand business objectives, define the intention and audience, conduct user experience research, analyze the research results, and design an improved new user experience
B. Understand business objectives, define the intention and audience, lead a journey mapping workshop, find opportunities for improvement, and update the journey map
C. Understand business objectives, determine company culture, evaluate processes and userexperiences, interview stakeholders, and add improvements to the integration roadmap
View answer
Correct Answer: B
Question #8
Up to how many Profiles can a User have?
A. Up to 3
B. The Administrator can have up to 3, normal users only 1
C. As many as required
D. Only 1correct
View answer
Correct Answer: D
Question #9
The business analyst (0A) at Universal Containers has met with stakeholders and is using the waterfall methodology to capture requirements for Sales Cloud enhancements for a future product release. What is the next step for the BA to take before build can begin?
A. Define the minimal viable product
B. Get approval and signoff on the requirements
C. Schedule sprint planning meetings
View answer
Correct Answer: B
Question #10
Up to how many Profiles can a User have?
A. Up to 3
B. The Administrator can have up to 3, normal users only 1
C. As many as required
D. Only 1
View answer
Correct Answer: D
Question #11
In which of the following app markets CANT the Salesforce App be found?
A. Google Play
B. AppExchangecorrect
C. App Store
View answer
Correct Answer: B
Question #12
Cloud Kicks has invited stakeholders from multiple departments and roles to participate in its latest Salesforce project. Each stakeholder's experiences and priorities for the project are different which causes tension within the team and a lack of clarity around project direction. What should the business analyst do to help the team work together more effectively?
A. Encourage leadership to share their vision for the project, and ask the larger team to focus feedback only on the key objectives, pain points, and requirements outlined by leaders
B. Limit participation in key project discovery, requirements, and solutioning meetings to leadership
C. Lead the stakeholders in creating a team agreement that assigns project roles and outlines how the team will collaborate, disagree, develop trust, and define successcorrect
View answer
Correct Answer: C
Question #13
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
View answer
Correct Answer: B
Question #14
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. Entity relationship diagram
B. Definition of done
C. User acceptance criteria
View answer
Correct Answer: B
Question #15
From where can an Admin unlock a user?
A. Setup > Locked Users > Unlock
B. Users > Select user > Unlock
C. Setup > Object Manager > Users > Select User > Unlock
D. Users > Logins > Unlock Users
View answer
Correct Answer: B
Question #16
Cloud Kicks (CK) wants to enhance the user experience for customer service agents on Service Cloud so they can effectively meet their service-level agreements. CK has a vision for the future state, but needs to understand how to achieve it. A business analyst (BA) has been assigned to help with this goal. Which type of document should the BA use to meet the requirement?
A. Change management
B. Use case
C. Gap analysiscorrect
View answer
Correct Answer: C
Question #17
Which users will be able to reset a Single Sign-On User Password?
A. The SSO Manager
B. Users above the SSO user in the role hierarchy
C. Only the Admincorrect
D. Admin and Users with the right permission sets
View answer
Correct Answer: C
Question #18
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
View answer
Correct Answer: C
Question #19
As part of the digital transformation at Cloud Kicks, company leaders have decided to adopt Service Cloud as its CRM platform for customer service and support. Executive directors are supportive of the initiative, but end users are unconvinced and prefer to remain on the current platform. What should the business analyst do to gain the end users' cooperation?
A. Respond to end users with empathy and accommodate their needs; translate the end users' needs into technical requirements; and deliver the project to the developers to implement the solution
B. Use an assertive influencing style; demonstrate authority and expertise; outline the project objectives; and make sure end users know that the decision has been made and the time to make changes has passed
C. Identify key stakeholders and develop relationships with them as a trusted advisor; involve stakeholders and end users in the design of the new solution; and act as a liasion between business and technical teams
View answer
Correct Answer: C
Question #20
Of the following Locale Settings, select which one CANNOT be selected when creating a new user.
A. Time Zone
B. Language
C. Working Hourscorrect
D. Locale
View answer
Correct Answer: C
Question #21
Universal Containers wants to integrate its Salesforce org with the largest online professional network so its sales reps can view information directly on Salesforce records. The business analyst will write acceptance criteria for this scenario.What is an example of good acceptance criteria?
A. A sales rep can view current information directly in the Lead and Contact records
B. A sales rep needs to have the CRM widget installed in the Lead and Contact Record Page Layout
C. Install a CRM widget to allow sales reps to view information in the Lead and Contact records
View answer
Correct Answer: A
Question #22
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
View answer
Correct Answer: B
Question #23
Cloud Kicks (CK) has expressed concerns about the distribution process for a new line of shoes, because the company consistently misses its targeted delivery dates. CK asks the business analyst (BA) to uncover the issue and propose a business solution. What should the BA do next?
A. Review future state distribution processes for C
B. Explore how retailers similar to CK handle distribution
C. Shadow an operations team member at the CK distribution facility
View answer
Correct Answer: B
Question #24
Which of the following User Management terms is best described by this definition: " Item assigned to a User that determines the functionality that they can access across the Salesforce ecosystem".
A. Role
B. User Licensecorrect
C. Profile
D. Username
View answer
Correct Answer: B
Question #25
The Salesforce team at Cloud Kicks (CK) is reviewing the sales team's business processes. During a review session, the business analyst notices that quantifiable benchmarks have yet to be established. Why is it a best practice to establish benchmarks to evaluate existing processes?
A. Proves processes are out of date and require a new solution
B. Compares processes against CK’s closest competitors
C. Shows tangible impact from changes to processescorrect
View answer
Correct Answer: C
Question #26
Which permission is required to create, delete, refresh or activate a Sandbox?
A. Manage Sandbox
B. System Administrator
C. Environment Manager
D. Sandbox Editor
View answer
Correct Answer: A
Question #27
The customer service director at Universal Containers wants a self-service portal for customers using Experience Cloud. The director has a limited budget and wants the solution delivered before the end of the quarter.After assessing several potential options, which solution should the business analyst recommend?
A. The solution with the lowest cost
B. The solution with the fastest implementation time
C. The solution with the highest business value
View answer
Correct Answer: C
Question #28
A business analyst has been tasked with leading prototype efforts for a Salesforce project. What is a prototype?
A. A model of a final proposed product
B. A first pass, simple sketch of an ideacorrect
C. A polished, proven solution
View answer
Correct Answer: B
Question #29
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. Prototypingcorrect
B. Brainstorming
C. Observation
View answer
Correct Answer: A
Question #30
In what phase of the four application lifecycle milestones does this action belong? Communicate Changes, Update Profiles and Communicate end of Changes.
A. Build
B. Deploycorrect
C. Test
D. Plan
View answer
Correct Answer: B

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