Practice Quiz (20 Quick Questions)

John is creating a diagram to demonstrate the Quote to Order process for Fionas Fitnesswear, its important that the Process Map is clear and easy to understand for all stakeholders. Which of the below is not a best practice when creating diagrams?

A new Salesforce implementation project has just kicked off and the stakeholders have asked Fiona, the Business Analyst, to provide them with something that allows them to visualize the mix of products being used. What level of diagram should Fiona use?

Dave is creating a diagram for stakeholders, he is using the Universal Process Notation framework to ensure that the diagram is clear and easy to understand for everyone. What is the maximum number of activity boxes he should have on the diagram?

You have been working on a project for 6 months and it is finally due to go live in the next couple of weeks. The Customer Service Manager has requested a meeting with you and has expressed that they are worried about Case Management and how all the additional configurations may prevent the Customer Service Team from providing effective and efficient customer service, they are worried there are too many steps for the team. What is the best way to put the Customer Service Manager’s mind at ease and proceed with the project?

While working on a Service Cloud implementation, it has been agreed that one of the key metrics for success is Case Resolution Time. The Customer Service Manager wants to be able to create and customize a report that will help them measure this. How should the Business Analyst handle this request?

You are working on a new project for a high-profile client and it’s imperative that timelines and deliverables are adhered to. However, one of the key stakeholders has booked a last-minute holiday to the Maldives and is no longer able to attend the kick-off. As the Business Analyst, how should you approach the issue?

Vanessa is working on the project and needs to better understand how Users are utilizing the current CRM system. She would like to gather information about how people interact with the CRM, and wants to do so in a way that is unobtrusive. Which of the following elicitation methods would be the most appropriate for Vanessa?

A RACI document is a tool used to define the roles and responsibilities of team members in a project. What does the A stand for?

What does V2MOM stand for?

What tool can a Business Analyst use to examine the security of the Salesforce Org and any immediate fixes that need to be performed?

On the completion of a Focus Group, the Business Analyst isn’t 100% sure that they explored the issues deep enough and feel like a few key points may have been missed. Which would be the most effective elicitation techniques that could be used to gain a deeper understanding of the issue?

(Select 2)

The Business Analyst on a Service Cloud project has been shadowing and observing the Customer Service Team to understand how Cases are managed. After shadowing and observing a number of Team Members, the Business Analyst doesn’t feel that they have a deep enough understanding of Case Management and would like to explore further. Which elicitation methods would be best suited to acquire a deeper understanding?

(Select 2)

Amanda has been tasked with creating a document that can show the difference between Super Sandals current Sales Process and the proposed new Sales Process. What document should Amanda produce that she can present to stakeholders in the next meeting?

What are some of the steps that can be taken to avoid Technical Debt?

(Select 2)

What term is used to describe the accumulation of configuration in an org over time that can have several negative consequences for an org, including increased costs, reduced productivity, and increased risk of errors?

A new technical issue has been identified that could affect the release of the new feature.What should the Business Analyst do?

You’re a Business Analyst preparing the User Acceptance Test (UAT) plan for a new Salesforce feature. One of your key stakeholders asks you why UAT is necessary. How do you respond?

During a project review meeting, Henry, a Business Analyst, presents the following User Story

“As a Sales Rep, I want to be notified whenever a new Lead is assigned to me, so I can follow up promptly”

What crucial part of the User Story format is missing from Henry’s User Story?

Which of the below can be considered as part of the Definition of Done?

(Select 3)

Frank is presenting User Stories to the development team for the Project they are working on. Everything is going well however, the development team has asked for changes to the following User Story; why could that be?

“As a Sales Manager I want to be able to initiate a Flow that reassigned selected Leads to another Sales Representative so that I can mass transfer Leads quickly”