Certified-Business-Analyst Free Practice Test

Universal Containers is developing a new case management solution in Salesforce. The business analyst has started writing user stories to capture feature needs. One user story is: The customer care representative wants to take ownership of new cases and communicate with customers so they can provide high-touch customer experiences."
Which component of the user story is "provide high-touch customer experiences?"

1. A. Where
2. B. Why
3. C. Assumption

Correct Answer: B

A sales manager express frustration that the sales team is failing to enter calls in salesforce. The manager is hoping to resolve the issue quickly and has limited time and budget to complete revamp existing tools and process, the sales manager reaches out to the business analyst (BA) for recommendation.
What should the BA do next?

1. A. Engage a developer to scope a custom solution.
2. B. Research third-party apps on the AppExchange.
3. C. Export a weekly report of user activity.

Correct Answer: B

Universal Containers has asked a business analyst (BA) to create a process map indicating how it is using Marketing Cloud to manage its campaigns. In a process map that uses Universal Process Notation (UPN), the BA has marked each activity box with a resource.
What does an activity box marked "C Customer' mean?

1. A. The customer should be responsible.
2. B. The customer should be informed.
3. C. The customer should be consulted.

Correct Answer: A

Should the following item be included in a UX Research Plan? Advanced Prototype

1. A. No
2. B. Yes

Correct Answer: A

In what phase of the four application lifecycle milestones does this action belong? Communicate Changes, Update Profiles and Communicate end of Changes.

1. A. Build
2. B. Deploy
3. C. Test
4. D. Plan

Correct Answer: B