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?

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?

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

(Select 3)

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?

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

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?

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?

Which statement about Universal Process Notation is true?

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)

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?

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?

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?

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?

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?

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?

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?

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?

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?

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?

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?

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?

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?

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

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?

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?

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?

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?

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?

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?

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?

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?

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

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 are the most effective types of questions to find out detailed information when interviewing 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)

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

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?

Change Sets are best described as…

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)

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?

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)

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?

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?

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?

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?

A user has reported that they are unable to save a new contact in Salesforce. 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?

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

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 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?

When should Acceptance Criteria be defined for a User Story?

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)

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”

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)

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?

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

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)

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?

Which of the following statements about Acceptance Criteria is true?

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?