Certified-Business-Analyst Free Practice Test

A business analyst (BA) at Northern Trail Outfitters was asked to create a new user story for a Sales Cloud update requested by the inside sales team. The BA created the following story:
"As a user, I need visibility to customers' purchase history details so I can increase efficiencies and improve closure rates by better tailoring sales offerings."
Which mistake did the BA make when creating this story?

1. A. The goal is undefined.
2. B. The persona is undefined.
3. C. The need is undefined.

Correct Answer: A

Northern Trail Outfitters (NTO) has acquired a competitor. The agreement is to migrate the acquired company into NTG’s Technological Platforms. One of its challenges is to offer a unified customer experience while strengthening the relationship with its customers. The business analyst (BA) has been asked to translate the business objectives and assemble an improved and standard customer experience.
Which strategy should the BA use to accomplish the goal?

1. A. Understand business objectives, define the intention and audience, conduct user experience research, analyze the research results, and design an improved new user experience.
2. B. Understand business objectives, define the intention and audience, lead a journey mapping workshop, find opportunities for improvement, and update the journey map.
3. C. Understand business objectives, determine company culture, evaluate processes and user experiences, interview stakeholders, and add improvements to the integration roadmap.

Correct Answer: B

True or False? Knowledge Users will be able to edit and create new Knowledge Articles from the Mobile App.

1. A. TRUE
2. B. FALSE

Correct Answer: B

The business analyst (BA) is preparing for user acceptance testing (UAT) for Northern Trail Outfitters' new Service Cloud implementation. The BA secured the sandbox for the testing environment, wrote test cases, and created a process to track and manage reported bugs.
Which additional step is required during the UAT planning process?

1. A. Identify power users.
2. B. Schedule deployment.
3. C. Gather business requirements.

Correct Answer: A

A business analyst (BA) is working with the support team at Cloud Kicks (CK) on a Service Cloud implementation. The BA has decided to create a process map to understand CK's current merchandise return process.
What are the top three benefits of creating a process map?

1. A. Engages stakeholders, identifies improvements, and starts the change process
2. B. Builds accountability, increases revenue, and decreases overall time spent on requirements
3. C. Identifies improvements, decreases project costs, and starts the change process

Correct Answer: C