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Salesforce Certified Business Analyst Sample Questions:

1. Cloud Kicks (CK) plans to establish a Center of Excellence (CoE).
How will CK benefit from using a CoE to define the long-term vision for its Salesforce org?

A) CK will be better able to prioritize across teams and streamline processes.
B) CK will develop a process to gather feedback from end users regularly.
C) CK will get insights to current business processes.

2. A business analyst (BA) is preparing to demonstrate the functionality built by the development team over the last sprint to the client.
Which technique should the BA use to create a compelling demo?

A) Functional - requirements, code/configuration, run as user
B) Storytelling - hero, challenge, helper, victory
C) STAR method - situation, task, action, result

3. Universal Containers is merging with another company that uses a different CRM. During requirements workshops, the incoming support team has been proactively sharing ideas, but the incoming sales team has been less engaged.
What should the BA do to ensure they are able to gather the necessary requirements?

A) Continue the requirements workshops and hope the salesforce become more responsive.
B) Shift focus to the support team since they are proactively providing requirements.
C) Put extra effort into following up with the sales team ... requirements.

4. Universal Containers (UC) has several teams working on a new application in Salesforce. Unfortunately, during the release process, it was discovered that the teams had overwritten each other's changes.
What should JC use to prevent this from happening in the future?

A) Code review sessions
B) Version control system
C) Change set deployments

5. The business analyst at Universal Containers has been asked to train the client on how to write effective user stories with acceptance criteria. The client provided this sample story.
User Story:
As a customer service agent, I need the ability to close support tickets.
Acceptance Criteria:
1. When viewing an open support ticket, a "Close Ticket" action is available.
2. When closing a support ticket, the agent is required to enter a "Close Reason".
3. After completing the close action, the status of the support ticket is set to "Closed".
What can be done to improve this user story?

A) Update the acceptance criteria to describe the technical solution.
B) Update the perspective of the user story and acceptance criteria.
C) Update the user story to describe why the functionality is needed.

Solutions: