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Salesforce Certified Business Analyst Sample Questions:

1. An executive at Cloud Kicks has tasked the internal Salesforce staff with the optimization of a very manual process in its Salesforce org, What should the business analyst do first before a future state is proposed to key stakeholders?

A) Manage project integrations with the technical team.
B) Hold a kickoff meeting to set expectations with the project team.
C) Discuss project trade-offs with the executive sponsor.

2. Universal Containers (UC) needs a Quip template to create Account plans. UC's business analyst has been tasked with documenting requirements for this initiative. During one of the business requirements gathering sessions, a sales manager notes that it's important the new template is user-friendly and only accessible to the account team.
Which option captures this requirement?

A) Accessible by members of the account team.
B) Make the template user-friendly and accessible only by members of the account team.
C) The sales manager can make the template user-friendly.

3. Universal Containers is developing a new case management solution in Salesforce. The business analyst has started writing user stories to capture feature needs. One user story is: The customer care representative wants to take ownership of new cases and communicate with customers so they can provide high-touch customer experiences." Which component of the user story is "provide high-touch customer experiences?"

A) Assumption
B) Why
C) Where

4. During the discovery phase of a Sales Cloud project at Cloud Kicks, the business analyst (BA) gathers information about the current sales process to uncover potential areas of improvement. The VP of sales has been collecting data from their sales team but is unsure which numbers are truly relevant indicators of the team's success.
Which benchmark should the BA recommend as an effective way to measure the team's success?

A) Average revenue per account
B) First contact resolution rate
C) Number of outbound calls per hour

5. A project is in the user acceptance testing phase of a Sales Cloud implementation at Universal Containers.
The business analyst (BA) is coordinating the test case execution and supporting the testers. One of the testers fails a test case because they were unable to see a custom field identified in the directions. The BA has reviewed the details of the failed test case and compared the expected outcome to the requirements.
What should the BA do next?

A) Assign the test case to another tester.
B) Attempt to reproduce the issue.
C) Assign a bug to the development team.

Solutions: