Mock Exam (20 Quick Questions)

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?

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?

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)

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?

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?

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?

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?

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?

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

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?

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?

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?

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 are best described as…

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?

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?

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

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?

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”