Full Practice Quiz (60 Questions)

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?

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?

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?

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?

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)

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?

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?

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?

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?

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?

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?

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?

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

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?

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 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?

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

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?

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?

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?

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?

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?

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

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?

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)

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

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)

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?

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)

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

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?

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

(Select 3)

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

(Select 3)

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?

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?

Change Sets are best described as…

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?

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?

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?

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?

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)

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?

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?

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?

What are the three main parts of a User Story?

(Select 3)

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

(Select 3)

User Stories are written from the perspective of…

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)

Which of the following statements about Acceptance Criteria is true?

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)

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?

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 below is not a valid Acceptance Criteria?