Full Practice Quiz (60 Questions)
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Question 1 of 60
1. Question
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?
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Question 2 of 60
2. Question
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?
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Question 3 of 60
3. Question
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?
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Question 4 of 60
4. Question
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?
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Question 5 of 60
5. Question
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?
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Question 6 of 60
6. Question
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?
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Question 7 of 60
7. Question
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?
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Question 8 of 60
8. Question
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)
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Question 9 of 60
9. Question
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?
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Question 10 of 60
10. Question
What level of diagram could be used to create an Authentication Flow diagram designed for technical stakeholders and delivery teams?
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Question 11 of 60
11. Question
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?
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Question 12 of 60
12. Question
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?
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Question 13 of 60
13. Question
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?
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Question 14 of 60
14. Question
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?
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Question 15 of 60
15. Question
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?
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Question 16 of 60
16. Question
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)
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Question 17 of 60
17. Question
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?
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Question 18 of 60
18. Question
What elicitation method is best used for generating and collaborating ideas with multiple stakeholders?
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Question 19 of 60
19. Question
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?
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Question 20 of 60
20. Question
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?
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Question 21 of 60
21. Question
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?
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Question 22 of 60
22. Question
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?
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Question 23 of 60
23. Question
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?
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Question 24 of 60
24. Question
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?
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Question 25 of 60
25. Question
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?
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Question 26 of 60
26. Question
What are the three main types of Analysis that a Business Analyst would be involved in?
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Question 27 of 60
27. Question
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)
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Question 28 of 60
28. Question
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?
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Question 29 of 60
29. Question
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?
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Question 30 of 60
30. Question
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?
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Question 31 of 60
31. Question
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?
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Question 32 of 60
32. Question
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)
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Question 33 of 60
33. Question
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?
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Question 34 of 60
34. Question
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?
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Question 35 of 60
35. Question
Which elicitation method is best used to gather detailed information from individual stakeholders?
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Question 36 of 60
36. Question
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?
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Question 37 of 60
37. Question
What are the two types of Version Control Systems?
(Select 2)
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Question 38 of 60
38. Question
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?
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Question 39 of 60
39. Question
Git and GitHub are often used for Version Control, which statement below is true about Git and GitHub?
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Question 40 of 60
40. Question
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?
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Question 41 of 60
41. Question
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?
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Question 42 of 60
42. Question
What are some of the key characteristics of Requirements Documentation?
(Select 3)
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Question 43 of 60
43. Question
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?
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Question 44 of 60
44. Question
What are some of the steps that can be taken to avoid Technical Debt?
(Select 2)
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Question 45 of 60
45. Question
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?
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Question 46 of 60
46. Question
A new technical issue has been identified that could affect the release of the new feature.What should the Business Analyst do?
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Question 47 of 60
47. Question
During UAT, a user finds a bug that wasn’t covered by the original test cases.What should the Business Analyst do?
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Question 48 of 60
48. Question
A user has reported that they are unable to save a new contact in Salesforce. What should the Business Analyst do?
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Question 49 of 60
49. Question
What is the primary goal of the User Acceptance Test (UAT) phase in a Salesforce implementation project?
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Question 50 of 60
50. Question
You are reviewing the results of UAT before making a go/no-go release decision. Which of the following factors should you consider?
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Question 51 of 60
51. Question
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”
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Question 52 of 60
52. Question
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?
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Question 53 of 60
53. Question
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)
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Question 54 of 60
54. Question
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)
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Question 55 of 60
55. Question
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?
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Question 56 of 60
56. Question
If a User Story does not meet its Acceptance Criteria during the Sprint Review, what happens next?
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Question 57 of 60
57. Question
How should a team handle a User Story that is too large to be completed in a single Sprint?
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Question 58 of 60
58. Question
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?
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Question 59 of 60
59. Question
User Stories are written from the perspective of…
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Question 60 of 60
60. Question
When writing User Stories is it often considered best practice to include Acceptance Criteria, why is this?
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