Mock Exam (20 Quick Questions)

Governance is a framework that guides how Organizations make decisions and achieve their goals responsibly, ethically, and effectively. What are the four components of Governance?

(Select 4)

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?

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?

Alex is presenting the Process Map for the Lead Management Solution for a Sales Cloud implementation, during the presentation, the stakeholders have asked a number of questions about various activity box’s on the Process Map. Alex has created the Process Map using UPN, what action could she take to ensure that the stakeholder’s questions have been answered and the responses are available for other stakeholders with similar questions?

Frank is working on a Service Cloud implementation as a Business Analyst and after multiple stakeholder meetings, he is still unsure of the customer support process at the Organization. How should Frank proceed with the project?

While working on a project, there is a clear conflict of priorities between the Marketing and Sales teams. You have tried various methods to reach an agreement but have been unable to do so. Marketing believes that Pardot will have the greatest impact on the company, however, the Sales Team believes that CPQ will have a more meaningful impact.

There isn’t the time or budget to do both, and the Business Analyst is at a loss on how to solve this disagreement. What would be an appropriate step?

Anna has been conducting discovery sessions for a new Salesforce implementation. However, she is overwhelmed by the number of processes and how they fit together. What document can Anna create to help identity which process happens where and what steps are involved?

A SIPOC diagram is a document that can be used to identify potential bottlenecks and improve efficiency, but it is not as well-suited for documenting the responsibilities of a specific department. It’s a great tool to use when you need to define the scope of a complex process. What does SIPOC stand for?

Frank is working with an international manufacturing company and would like to create a document to help scope out a specific department and where they sit in the wider organization, he would like to detail their responsibilities at a high level.

What document type could Frank use to help with his documentation?

Amanda is working with the Customer Service Manager at Silly Socks to document the support process in place, they want to ensure that the diagram they create helps viewers understand the high-level process without getting too detailed. What diagram style should Amanda use?

Which statement about Universal Process Notation is true?

Mike is a Business Analyst focusing on developing his diagramming skills; he understands that conveying complex ideas clearly is a key part of diagramming. What questions should Mike ask himself when creating diagrams?

(Select 3)

What level of diagram could be used to create an Authentication Flow diagram designed for technical stakeholders and delivery teams?

There are four levels of diagrams, each with pros and cons. Which three statements below are correct about diagram levels?

(Select 3)

One of the key skills of a Business Analyst is to understand which diagram style would be best suited to the audience that they are presenting to, what are the two diagram styles?

(Select 2)

Ahmed is working with a startup manufacturing company to implement Salesforce, the company has limited knowledge and understanding of process mapping. What diagram language should Ahmed use so that all stakeholders can easily grasp his diagrams?

Barry is the Business Analyst at Franks Fishing Ltd and has been asked to produce documentation that will allow them to scope the marketing process. Barry wants a quick and easy way to get a high-level overview of a process and identify the key points that need further investigation.

What type of document would best suit Barry’s needs?

You are working with a manufacturing company to optimize their Salesforce instance. One of your key tasks is identifying the process steps and the inputs, outputs, and potential process improvements. Which would be the best way to identify and reduce waste in your product development process?

Universal Process Notation is a universally recognized way of documenting processes within an Organization. What are 3 key principles of UPN?

(Select 3)

Fiona is working on a project and needs to gather requirements from stakeholders. She wants to gather information about what the stakeholders need from the project, and she wants to do so in a way that is collaborative. Which of the following elicitation methods would be the most appropriate for Fiona?

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?

While working on a project you decide that give the project the best possible chance of success you need to understand some quite niche procedures within the organization. What elicitation technique should you use to find out detailed information from the relevant stakeholders?

Which of the following is a business analysis technique that helps to identify the interfaces between solutions/applications to determine the requirements for ensuring that the components interact with one another effectively

Which of the following is a qualitative research method that involves a small group of people who are asked to discuss a particular topic?

Frank is working on a large-scale Salesforce project and wants to understand the current processes and procedures in place. He has been advised that each department has its policies and procedures documented on an internal site that he access. Which of the following elicitation techniques would be best?

Which of the following is a group creativity technique by which efforts are made to find a conclusion for a specific problem by gathering a list of ideas spontaneously contributed by its members?

Which of the following is a technique used to visually map out workflows and processes?

What elicitation method is best used for generating and collaborating ideas with multiple stakeholders?

Alyssia is the Business Analyst for the implementation of Salesforce at Barrys Boards Ltd. and as the project progresses, she has noticed that there seems to be conflict between the Customer Service Manager and the Sales Manager. Alyssia is concerned that this conflict could escalate and derail the project.How can she best address the conflict?

Ahmed is having a tough time unifying the communication plan for the project; some stakeholders want to use Slack as the primary communication, some would prefer emails, while others would like meetings to discuss any project updates. How can Ahmed help the stakeholders come to an agreed primary communication method?

Terri is working as a Business Analyst for a small project, she has just received communication that the CEO wants to arrange a meeting to understand any additional requirements that have been requested since stakeholders signed off the initial requirements document.What document would hold this information and can be discussed with the CEO?

The Super Sandals Ltd project is coming to a close and all that remains is User Training, typically who will be responsible for what when talking about User Training?

During a requirements workshop the stakeholders brought up a huge number of requirements, objections, and suggestions that the Business Analyst was not expecting leaving them feeling overwhelmed and unsure of how to proceed with the project. What steps could the Business Analyst have taken to provide more structure to the workshop?

Vanessa is a Business Analyst working on a new implementation. She wants to better understand how and when customers interact with the Organization. She is particularly interested in the touchpoints and emotions of the Customer. What is the best way that Vanessa can visualize the customer experience?

What does V2MOM stand for?

Amanda has arranged a meeting with the stakeholders of a large complex project to present and discuss the requirements document. She plans to run through each section and take the time to address any concerns from the stakeholders and clarify any points that may be unclear. What should Amanda have at the end of the meeting to proceed with the project?

Frank is a Business Analyst working on a new Salesforce implementation for Silly Socks Ltd; after numerous discovery sessions, he has crafted and delivered the requirements document to all stakeholders. A couple of stakeholders have raised concerns that the scope included in the requirements document isn’t completely clear, and they are unwilling to sign off on the document at this moment. What is the best approach that Frank can take to resolve the issue?

A project that you are working on is due to go-live in the next couple of weeks, however, the Sales Manager has requested a potential change that could impact the solution and the go-live date. How should you handle this?

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

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?

Salesforce Adoption Dashboards are a great way to see how employees are using Salesforce; what are some of the key metrics that you can measure using the Adoption Dashboards?

(Select 3)

You recently completed the implementation of Sales Cloud for Super Sandals Ltd. When following up with them a couple of months after go-live they express their concern that they don’t think that Users are using Salesforce as much as they should, and they may still be following the old way of working. How can you establish if Super Sandals employees are using Salesforce?

Your Consultancy has just secured a new project – the reimplementation of Sales Cloud. The existing has a number of issues including User Adoption, a poor data model, and excess code. What is the best way that you can build trust with the stakeholders?

One of the key skills for a Business Analyst is the ability to gain the trust of stakeholders. During a meeting with a couple of key stakeholders, you have been asked a question that you do not have the answer to. What is the best approach to ensure that you build trust with the stakeholders?

Following an extensive discovery process for a large-scale implementation, your team has prepared a detailed requirements document. This document clearly outlines the requirements, what is included in the project and what is not, and the procedure for making any changes to the scope. You delivered the document to key stakeholders over a week ago and everyone but one of the stakeholders has signed off on the requirements document. This is causing frustration among the Organizations CEO and the project team, as well as delays.

What is the best approach to proceed with the project?

You are working as a Business Analyst on a new Sales Cloud implementation and have been asked by the Sales Manager to communicate the differences between the current processes and the new proposed processes. What document would best be suited for this scenario?

While working on a project for a CPQ implementation, you have quickly realize that not everyone in the Organisation understands the difference between “product”, “bundle”, “package”, and “renewal”. All stakeholders must understand the differences between them. What is the best approach to ensure there is no misunderstanding or miscommunication?

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?

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?

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 project for a new Customer Service solution for a client, you make a mistake. You have been working on the project for several months, and you are close to completing it however, due to your error, the timeline for the project will need to be pushed back.How can you best address your mistake?

During a workshop that involved the Sales Manager, Customer Service Manager, Marketing Manager, and Operations Manager, you noticed that the Customer Service Manager seemed disinterested and wasn’t forthcoming with information. You suspect that it may be because they do not understand why the project is being undertaken and the impact that it could have on the company on a larger scale. What could you do to ensure that the Customer Service Manager has a better understanding of the project and its impact?

What are three key tasks for as Business Analyst?

(Select 3)

There are three types of Development Models that can be utilized during Salesforce projects; what are they?

(Select 3)

What elicitation technique can be used to help create and share ideas amongst participants in a group setting?

The Customer Service Team at Super Sandals Ltd. has noticed an increase in simple customer inquiries that could be resolved through self-service help documentation. This has lead to an increase in case resolution times as Customer Service Agents are tied up dealing with simple inquiries that could be resolved without the need for one-to-one customer support. As the Business Analyst, which Salesforce feature would you recommend the organization explores for potential implementation to address this issue?

After conducting workshops and interviews with Sales Team Members, you have a good idea of the Sales Process and the steps taken at each stage of the Sale. To confirm that you fully understand each stage and step, what elicitation method can you use?

Emily is working on a new project as the Business Analyst and has been asked to identify the difference between the current ‘as-is’ state and the desired future ‘to-be’ state. She has also been tasked with establishing the business needs, which will then be used to guide the rest of the project. What type of analysis is this?

As a Salesforce Business Analyst, you are asked to implement a new Salesforce Org for a retail company. Understanding the different user personas is crucial for this task. Which of the following best describes the importance and function of user personas in this context?

During a discovery session with Marketing and Sales, it has become clear that there is no universal agreement on the current ‘as-is’ state of the Marketing and Sales Process and the handoff of Leads between Marketing and Sales. Both Teams have different opinions and views of the ‘as-is’ state. As a Business Analyst, it’s vitally important that you reach an agreement on the ‘as-is’ state so that all stakeholders have a clear understanding of the project. What technique can you use to help establish a clearer understanding of each team’s processes?

Which elicitation method is best used to gather detailed information from individual stakeholders?

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)

A new project has just kicked off, and the Business Analyst wants to get a good understanding of who is going to be involved in the project, who will be impacted by the project, and who is interested in the project. What type of analysis should they carry out?

What are the most effective types of questions to find out detailed information when interviewing stakeholders?

You have been tasked with analyzing Users use of an existing Salesforce Org. This information will help facilitate discussions with stakeholders on how to improve User Adoption better and to design a more effective and efficient Org. You have established that the key metrics you want to track are;

• Daily and monthly active users in Lightning Experience and the Salesforce mobile app
• Profiles and users that switched to Salesforce Classic, the most
• Slowest desktop record page

What Salesforce tool could you use to obtain these metrics?

Big Boats Ltd is a new company specializing in manufacturing boats, they have decided to implement Salesforce, and you are the Business Analyst on the project. They have advised that they have limited understanding and experience when it comes to Sales and has asked you where you would suggest finding an effective sales process that they could reference.

(Select 2)

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

While conducting an interview with the Marketing Director, the Business Analyst discovers that the Marketing Director doesn’t have enough information or knowledge about the issues, bottlenecks and roadblocks that the Marketing Team faces when trying to run effective campaigns. How can the Business Analyst ensure that this doesn’t happen again?

While running a discovery session for a new project, you observe that the participants are having a tough time explaining the current ‘as-is’ process, which is leading to confusion, off-topic conversations, and frustration amongst the group.What would be the best way to explore the current ‘as-is’ process effectively with the group?

While running a workshop, you noticed that a few of the stakeholders seemed uncomfortable sharing their thoughts and feelings about the project. In some cases, when they did, they were talked over and not given a chance to elaborate. What elicitation technique could you employ to gain more information from them?

The Sales Director at Big Deals Ltd. wants a more effective and efficient Opportunity page layout, however, they are struggling to visualize what they want. They have an idea about what they would like to see and how the structure of the page should be to improve the Sales Teams, performance but find it difficult to articulate it to the Business Analysis. What would be an effective elicitation technique the Business Analyst could use to get a better understanding?

Super Sandals Ltd. is facing numerous challenges when it comes to Customer Service. They have a large, highly-skilled Customer Service Team however, Agents are only trained on specific issues such as returns, complaints, billing, etc., and work exclusively on those types of issues. One of the biggest challenges they face is that there is no control over which cases go to which Agents, which results in slow customer service, poor customer experience, and the need to transfer calls between agents regularly. What Salesforce feature should a Business Analyst recommend to help address the issue?

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)

A new project has just kicked off, and it’s imperative that the Business Analyst gets a solid understanding of the Organization’s hierarchy and who reports to who. They also need to understand the various departments and how they align, interconnect and communicate with each other. What type of analysis should the Business Analyst conduct?

Customer Service Agents have been complaining that the Case Record Page is taking too long to load and is impacting the level of customer service that they can deliver. What are the two best tools that a Business Analyst can use to investigate the problem?

(Select 2)

What are the three main types of Analysis that a Business Analyst would be involved in?

What are the two types of Version Control Systems?

(Select 2)

Git and GitHub are often used for Version Control, which statement below is true about Git and GitHub?

While reviewing a recently completed project, Fiona raised the issue of changes being made to project requirements. When changes were made the previous requirement document was overwritten, which lead to conduction about what was, and was not included in the project. The result of this was a loss of time trying to establish the original requirements, and the difference between them and the new requirements. What can be implemented on future projects to avoid this issue?

What are some of the key characteristics of User Stories Documentation?

(Select 3)

What are some of the key characteristics of Requirements Documentation?

(Select 3)

Cindys Construction Ltd has been experiencing difficulties in securing new business, they have decided to purchase Sales Cloud and Pardot as a way to improve their customer acquisition processes. Following various meetings with a number of stakeholders, the Business Analyst is preparing to create a document that will detail the needs of the company in a specific and quantifiable way. What document should the Business Analyst create?

Mandy Motors is implementing Service Cloud to handle Customer Service more efficiently, the Business Analyst, Hannah, has been tasked with creating documentation that will describe how end-users will interact with Service Cloud and the impact it will have on their experience. What document should Hannah create?

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?

Change Sets are best described as…

A new project has just kicked off and Sofia has been assigned as the Business Analyst. The project is for a multinational mechanical engineering company and Sofia must handle a large number of requests from a range of people. What document can Sofia create to help her identify who to speak to about specific business problems, who can provide greater detail about complex problems, and who has the greatest authority when it comes to decision-making?

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?

Suzie is working as the Business Analyst on implementing CPQ with Phils Pharmaceuticals; it is a large-scale, fast-paced project with many moving parts. Suzie needs a way to keep track of all tasks and their status in a visual way that she can share with stakeholders at bi-weekly meetings, which project management approach should she take?

Kanban is a project management methodology that is well-suited for fast-paced projects that are constantly evolving, what are the four key traits of Kanban?

(Select 4)

Frank is working on a fast paced project which is constantly evolving, he has recognized that there may be times when urgent requests are made that need to be responded to quickly. What approach should Frank take?

When utilizing the Scrum approach to project management team members take on specific responsibilities. They can be broadly split into three roles, which of the below is not one?

Scrum is a project management framework used to help deliver value incrementally collaboratively when working on Salesforce projects. What are the five core values of Scrum?

(Select 5)

Alice is working on a project with a limited budget, development has been going well and its now time to deploy the changes to the live Org. There is no budget to use 3rd party software to assist with the deployment, what deployment tool should Alice recommend?

Mid way through a project the Customer Service Director has requested that additional features be added to the solution that were not included in the original scope. What is the first step that the Business Analyst should take?

Barry has just finished conducting gathering all of the requirements for the Merry Fitness project and is concerned that there isn’t enough time or budget to deliver all the requirements.He has raised his concerns with the Project Manager and the Stakeholders who have asked him to do what he can with the resources that he has. What should Barry do?

Which document can be described as the most fundamental deliverable on a project that provides a clear view of what needs to be achieved and what work must be completed?

What is the primary goal of the User Acceptance Test (UAT) phase in a Salesforce implementation project?

You’re a Business Analyst and the UAT phase has just concluded. There are a few issues that have been identified but none are considered critical. What should be your next step?

During UAT, a user finds a bug that wasn’t covered by the original test cases.What should the Business Analyst do?

You have just finished defining the User Acceptance Test (UAT) plan. Who are the ideal participants to be testers?

You are reviewing the results of UAT before making a go/no-go release decision. Which of the following factors should you consider?

You’re a Business Analyst and have completed a round of UAT. There are still a few minor bugs, but the deadline for release is approaching. What should you do?

During the UAT phase, a key user reports an issue that is not aligned with the original business requirements.As a Business Analyst, what is your immediate response?

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?

Following User Acceptance Testing for the new Lead Process, one of the Sales Team has mentioned that it would be great if automation could be built to auto-populate certain fields when the Lead is Converted. How should the Business Analyst handle this request?

A user has reported that they are unable to save a new contact in Salesforce. What should the Business Analyst do?

User Acceptance Testing is a key part of any Salesforce Project, what is the purpose of User Acceptance Testing?

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

The user acceptance testing has been completed, and the users have reported that they are satisfied with the new feature.

What should the Business Analyst do next?

The development team has completed a new feature in Salesforce. What should the Business Analyst do to prepare for user acceptance testing?

During User Acceptance Testing, a user reported that they are unable to create a new account in Salesforce. What should the Business Analyst do?

(Select 2)

How should a team handle a User Story that is too large to be completed in a single Sprint?

If a User Story does not meet its Acceptance Criteria during the Sprint Review, what happens next?

Which of the following statements about Acceptance Criteria is true?

When should Acceptance Criteria be defined for a User Story?

Which of the following is a key element of a well-written User Story?

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

(Select 3)

One of the User Stories for a Salesforce Service Cloud implementation reads

“As a Customer Service Representative, I want to be able to close cases, so I can keep the case queue clean”.

Which of the following would be a more beneficial rephrasing of the Why in this User Story?

Jane has noticed a problem with the following User Story for a Salesforce Service Cloud implementation:

“As a Call Center Agent, I want to easily view a customer’s previous cases so I can provide better service”.

What could be the issue?

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?

While presenting his User Stories back to the team, one of the team members raised a concern about the User Stories that Dave has written, here is an example.

“As a Customer Service Manager it’s important that I know about High Priority Cases so I address them”

What concern has the team member raised?

While looking back through the User Stories she created Vanessa has spotted a potential issue, what could be the problem with this User Story?

“As a Sales Manager, I want to be to be able to see all open Opportunities”

Jon is the Lead Business Analyst for the implementation of a Sales Cloud and Service Cloud implementation. He has been collating User Stories from the other Business Analysts on the Project and is reviewing them. Jon has noticed an issue with the below User Story, what could that issue be?

“As a User, I want to be able to create new Opportunities for existing Accounts so that I can track new Sales Opportunities for existing Accounts”

While working on an enterprise implementation of Salesforce Service Cloud, Amanda has noticed changes to the User Stories; she isn’t sure if these changes are correct and wants to compare them with the previous ones. However, Amanda is unable to find the original User Stories. What should have been put in place to avoid this issue?

User Stories are written from the perspective of…

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”

Which of the below is not a valid Acceptance Criteria?

Vanessa is working on project for Olivers Oranges Ltd and has been tasked with writing User Stories to ensure the success of the project. What are 2 characteristics of Acceptance Criteria?

(Select 2)

When writing User Stories is it often considered best practice to include Acceptance Criteria, why is this?

What are the three main parts of a User Story?

(Select 3)

The Business Analyst has requested that the Development Team keep track of the User Stories using a Version Control System such as Git and GitHub. What are three key benefits of using Version Control?

(Select 3)

Adam is writing User Stories for Big Deals Ltd and wants to make sure that they follow the best practices; he has been told to use the INVEST framework. What does INVEST stand for?

(Select 6)

Lucy has just completed the discovery sessions for the implementation of Experience Cloud at Colins Caterpillar Sanctuary. She would like to bring the requirements to life in a way that is easy for stakeholders to understand. What can Lucy create to help the stakeholders envision how end-users will be using the system?