Mock Exam (20 Quick Questions)

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?

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?

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?

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

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?

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?

What does V2MOM stand for?

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?

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)

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?

On the completion of a Focus Group, the Business Analyst isn’t 100% sure that they explored the issues deep enough and feel like a few key points may have been missed. Which would be the most effective elicitation techniques that could be used to gain a deeper understanding of the issue?

(Select 2)

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?

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?

A new project has just kicked off and Sofia has been assigned as the Business Analyst. The project is for a multinational mechanical engineering company and Sofia must handle a large number of requests from a range of people. What document can Sofia create to help her identify who to speak to about specific business problems, who can provide greater detail about complex problems, and who has the greatest authority when it comes to decision-making?

A user has reported that they are unable to save a new contact in Salesforce. What should the Business Analyst do?

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

Which of the following is a key element of a well-written User Story?

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?

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