Certified-Business-Analyst Free Practice Test

What are the business analyst's responsibilities during the analyze phase of the Salesforce implementation lifecycle?

1. A. Complete testing, build training materials, and elicit requirements for the next iteration.
2. B. Create a data dictionary, write end user documentation, and review test scripts.
3. C. Gather business requirements;, create process maps, and write user stories.

Correct Answer: C

The business analyst (BA) at Cloud Kicks is working on improving the company's Service Cloud deployment. The BA wants to leverage Universal Process Notation (UPN) to document the current process.
What is one benefit of using UPN in this scenario?

1. A. Complex processes can be documented with 20 or more activity boxes.
2. B. A single activity box can answer Who, What, When, Why, and How.
3. C. Key parts of a process can be easily identified by using different shapes.

Correct Answer: B

Universal Container (CU) has brought in a business analyst to help implement an expensive AppExchange product in its Salesforce org to optimize the sales pipeline. The BA is free to speak to anyone at UC to gather the information they need to ensure success. The BA decides to speak to the stakeholders who are most impacted.
Which key stakeholder should the BA speak to first?

1. A. VP of sales
2. B. Sales Users
3. C. IT leaders

Correct Answer: A

Cloud Kicks (CK) faces challenges with accurate reporting and metrics to use when CK schedules service agent shifts. The VP of service is unsure how the challenges can be solved in Salesforce.
Which analysis should a business analyst perform?

1. A. Strategy Analysis
2. B. Stakeholder Analysis
3. C. Enterprise Analyst

Correct Answer: C

Northern Trail Outfitters is setting up a new team to support an implementation of Service Cloud and is considering which workflow to use.
In which scenario should he business analyst recommend Kanban?

1. A. Work is generally project-based and can be broken into smaller pieces.
2. B. Work includes platform support requiring immediate outage handling.
3. C. Work is predictable but sometimes lacks sufficient planning.

Correct Answer: B