Certified-Business-Analyst Free Practice Test

A business analyst (BA) at Universal Containers (UC) has been asked to evaluate a business process at a high level and in detail, while also keeping regulatory considerations in mind. Management wants to use the output from the BA's evaluation to inform decisions about UC's future implementations of Sales Cloud and Service Cloud.
What should the BA use for their evaluation?

1. A. Cross-functional flowchart
2. B. Entity Relationship Diagram (ERD)
3. C. Universal Process Notation (UPN)

Correct Answer: C

The sales team recently received training on a new sales methodology. When viewing an Opportunity in Sales Cloud, the sales manager wants the sales cycle to include new stages in addition to multiple custom fields. The business analyst is starting to construct user stories to support the new process.
What should each user story include?

1. A. Value, purpose, and need
2. B. Who, what, and why
3. C. Who, where, and how

Correct Answer: B

Northern Trail Outfitters wants to reduce the amount of time it takes for customers to receive their orders after making an online purchase.
Which initial steps should the business analyst take to help determine why the order management and fulfillment process is slow?

1. A. Work with stakeholders to identify relevant processes, select a key process with defined start and end points, and collaborate with process owners and users to create a current state process map.
2. B. Conduct interviews with stakeholders in the order management and fulfillment departments to identify individual pain points and brainstorm process improvement solutions.
3. C. Create a process map that includes detailed steps related to order management and fulfillment, analyze the process map for inefficiencies, and present findings to leadership.

Correct Answer: A

The VP of sales at Cloud Kicks wants to streamline the lead qualification process to improve the team’s productivity and help them reach their target goals. A business analyst (BA) has been assigned to the project to identify the disconnect between the sales and marketing teams’ definitions of a qualified lead.
What should the BA focus on?

1. A. Mapping historical lead data from each team and building carts to highlight similarities
2. B. Evaluating the team’s skills and experiences to determine how the can better alig
3. C. Scheduling an all-day collaboration workshop with both team to resolve their difference

Correct Answer: C

A business analysis (BA) is creating a business flowchart to review with a customer service team that is using service team that is using Service Cloud. The team is organized by the products and the regions they support.
Which step should the BA include e in the business flowchart?

1. A. Capture decision steps and different outcomes.Illustrate which fields are integrated with an external system.
2. B. Set limits to the scope that will be documented.

Correct Answer: A