Mock Exam (20 Quick 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?

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?

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?

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 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?

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?

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?

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?

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)

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?

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)

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

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?

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?

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

During UAT, a user finds a bug that wasn’t covered by the original test cases.What should the Business Analyst do?

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

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?

User Stories are written from the perspective of…