Full Practice Quiz (60 Questions)

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?

Level 1
Level 2
Level 3
Level 4

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)

Compliance
Risk Assessment
Cost Efficiencies
Velocity
Data Protection
Scope

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?

Create a value stream map
Create a SIPOC document
Conduct gap analysis
Create a capability model

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?

Universal Process Notation
Entity Relationships Diagrams
Universal Modelling Langauge
D2lang

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)

Is it specific to the audience?
Can the viewer easily understand the purpose?
Is it clear where the viewer should look first?
Have I used enough color?
Are my lines artistic?

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?

Break each activity box into sub-activity boxes to provide more granularity
Increase the amount of detail on each activity box
Create supporting documentation that can be added to the activity box
Add more activity boxes

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?

Capability Model
Value Stream
SIPOC
ERD

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

(Select 3)

Level 1 diagrams are only for elite stakeholders
Level 4 diagrams are accessible to all stakeholders
Level 4 diagrams provide the most narrow view and are best suited for technical stakeholders
Level 1 diagrams provide the widest scope such as a solution overview and are designed for a wide audience
As you move from level 1 to 4 the diagrams become more specific and focused on finer details

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?

Escalate the conflict to the Executive Steering Committee
Escalate the conflict to the CEO
Choose which one they think will have the greatest impact
Flip a coin to decide

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?

Work with what he knows, he can always make changes later on
Carry out further elicitation to deepen his knowledge and understanding
Guess at the parts he is unsure of, he knows enough to carry on
Ask the Lead Salesforce Consultant what they think

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?

Explain that you are not 100% sure of the answer but you will find out for them
Make up an answer
Tell them the question doesn’t fall in your remit and it's a question for someone else
Change the subject

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?

Blame their employees for not making the most of Salesforce
Blame the previous implementation partner for doing a poor job
Take them out for a fancy meal
Arrange a kick-off meeting to discuss the project and the timelines transparently

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?

Proceed with the project as planned and arrange a separate meeting with the stakeholder in question to address any concerns
Proceed with the project as you have the majority of stakeholders sign off
Pause the project and wait until the stakeholder signs off the requirements document
Pause the project and arrange a separate meeting with the stakeholder in question to address any concerns

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?

Re-organize the kick-off meeting to a new date when all stakeholders can attend
Carry on with the kick-off meeting without the stakeholder and ask them to review the notes on their return
Carry on with the kick-off meeting and ask the stakeholder to attend virtually while on holiday
Carry on with the kick-off meeting without the stakeholder

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?

Call out the Customer Service Manager in the meeting and encourage the other stakeholders to explain the project's importance
Speak to the Customer Service Manager separately in an informal, casual context
Arrange an interview with the Customer Service Manager in which the CEO will be present where you can address the lack of effort
Avoid engaging the Customer Service Manager as they are obviously not interested in the success of the project

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

Whiteboarding
Surveys
Prototyping
User Stories

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?

Tell the Sales Manager that it is too late to make any changes
Add the change to the sprint backlog and tell the Development Team they need to figure out a way to have this implemented immediately
Arrange a meeting with the Sales Manager to understand what needs to be changed
Pause the project until you understand the Sales Manager's 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)

Number of Reports Run
User Logins
Record Creation
User Satisfaction
User Complaints
User Feedback

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?

The Business Analyst will create the training material and the Administrator would deliver the training
The Administrator will create the training material and the Business Analyst will deliver the training
The Business Analyst will create the training materials and deliver the training
The Administrator will create the training material and deliver the training

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?

Ignore the conflict and hope it won't impact the project
Arrange formal individual meetings with each manager to explain how their behavior is unacceptable and impacting the project
Ask the CEO to ask the managers to work together to ensure the success of the project
Arrange casual individual meetings with each manager to understand what is going on and how it can be resolved

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

Interface Analysis
Surveys
Prototyping
User Stories

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

Process Mapping
Surveys
Prototyping
User Stories

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

Focus Groups
Surveys
Prototyping
User Stories

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?

Ignore the mistake and come up with a plausible excuse as to why the timeline has changed
Ask a senior member of the team to cover for you
Place the blame on a junior team member so that you don’t lose the client's trust
Speak to the key stakeholders of the project privately and discuss the mistake

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?

Written sign-off from the Stakeholders
Verbal sign-off from the Stakeholders
Another meeting arranged to discuss any further points
The next steps for sign-off that include an approval process

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

Interviews
Surveys
Focus Groups
Brainstorming
Workshops

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?

User personas are primarily used for marketing purposes and do not have a direct impact on the Salesforce implementation.
User personas help the Business Analyst understand the behaviors, needs, and goals of different user groups, allowing for a more tailored and effective Salesforce implementation.
User personas are decorative elements used in presentations to make them more appealing and do not play a significant role in the actual Salesforce implementation.
User personas are generic descriptions of potential customers and do not contribute to understanding the specific needs and behaviors of users within the Salesforce system.

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?

Process Mapping
Brainstorming
Prototyping
Document Analysis

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?

Organization Analysis
Stakeholder Analysis
Hierarchy Analysis
Strategy Analysis

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?

Conduct one-to-one interviews with each participant
End the session and use a survey to gather the information
Use a whiteboard to help facilitate the session
Create a list of questions and ask each participant one of the questions

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?

Prototyping
Brainstorming
Surveys
Interviews

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)

Observation
Document Analysis
Brainstorming
Shadowing
Prototyping

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?

Process Mapping
Surveys
Interviews
Document Analysis

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?

Omni Channel
Einstein Activity Capture
Case Optimizer
Slack

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

(Select 3)

Package Development Model
Org Development Model
Change Set Development Model
Modular Development Model

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

Git is a distributed version control system, GitHub is a centralized hosting service
Git is a centralized hosting service, GitHub is a distributed version control system
Git and GitHub are centralized hosting service
Git and GitHub are centralized version control systems

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)

Focus
Courage
Openess
Commitment
Respect
Trust
Adaptability

Change Sets are best described as…

A way to deploy data from one Salesforce Org to another
A way to deploy metadata from one Salesforce Org to another
A way to track the changes made to a Salesforce Org
A way to track the code deployed in a Salesforce Org

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?

Use the Scrum agile methodology
Use the Kanban agile methodology
Put more restrictions in place to ensure that requests can only be made on certain dates
Work without a methodology as the environment is too fast paced to be controlled by a project methodology

What are some of the key characteristics of Requirements Documentation?

(Select 3)

Focus on what is needed to meet the project objectives
Typically involve sign off and approval from stakeholders
Written from the perspective of the Business Analyst or Project Team
Written from the perspective of the end-user or customer
Focus on how the end-user will interact with the product

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?

Refuse to carry on with the project unless the scope is reduced, or the budget or timeline is increased
Focus on the requirements that are the easiest and quickest to deliver so that he can deliver as many requirements as possible
Focus on the most impactful requirements that will make the biggest difference for the Organization
Take a balanced number of requirements from each department so that the project can deliver something for everyone

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?

Stricter guidelines regarding changes
Version control
A more comprehensive authorisation process
Change request process

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)

Visualize Workflow
Limit Work in Progress
Incremental and evolutionary change
Metrics
Structured morning meetings
Sprint retrospectives

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?

Tell the Customer Service Director that the Scope is fixed and there is nothing that can be done
Agree to the new request to without consulting the rest of the Stakeholders or Development Team
Assess the request to determine the impact that it would have on the project
Tell the Sales Team and craft a proposal for another piece of work for the project

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?

Change Sets
Gearset
Copado
Flosum

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

Create a user acceptance test plan
Review the new feature with the user
Train the users on the new feature
All

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?

Inform the user that the issue is out of scope as it's not aligned with the original business requirements
Ask the user to stop testing until the development team fixes the issue
Investigate the reported issue, discuss with stakeholders if necessary, and make a decision on its impact and how it should be handled
Ignore the issue as it does not impact the original business requirements

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

The number of remaining open bugs
Whether the development team has followed the project plan
The feedback from users, the impact of any unresolved issues, and the alignment with business requirements
Whether the stakeholders are satisfied with the solution

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?

Delay the release until all bugs are fixed
Release the solution and fix the bugs in the next release
Review the bugs with stakeholders and make a go/no-go decision based on their impact and risk
Ignore the bugs as they are minor

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?

Close the user acceptance test plan
Approve the release of the new feature
Review the user feedback and make any necessary changes
All

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?

There is no Who
There is no What
There is no Why
Nothing is missing

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

The User Story is considered done anyway
The User Story is returned to the Product Backlog
The User Story is deleted
The User Story is given to a different developer

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?

Version Control
Working agreement for the changes of User Stories
A User Story Manager
Approval Process for User Story changes

User Stories are written from the perspective of…

The Salesforce Administrator
The Project Manager
The End User
The Business Analyst

Which of the following statements about Acceptance Criteria is true?

Acceptance Criteria are optional for a User Story
Acceptance Criteria are the same for every User Story
Acceptance Criteria specify the conditions that must be met for the User Story to be accepted
Acceptance Criteria should be defined after the User Story has been developed

What are the three main parts of a User Story?

(Select 3)

As a…
I want to…
So that I can…
Input
Process
Output

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

Split the User Story into smaller User Stories that each provide value and can be completed in a single Sprint
Assign more developers to the User Story to ensure it is completed in a single Sprint
Move the User Story to the next Sprint
Extend the length of the Sprint to accommodate the User Story

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”

The Who is too specific
The What is too specific
There is no Why
The criteria for the Opportunities needs to be more clearly defined

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?

So I can finish my work faster
So I can manage my workload
So I can ensure timely resolution of customer issues
So I can use Salesforce efficiently

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

It is written in technical language
It includes specific software design details
It provides value to the user or business
It outlines the steps the developer should take to implement it

Full Practice Quiz (60 Questions)

Full Practice Quiz (60 Questions)

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