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Salesforce Certified Business Analyst Exam (page: 10)
Salesforce Certified Business Analyst
Updated on: 25-Dec-2025

Viewing Page 10 of 64
Certified Business Analyst PDF 311 Questions

The business analyst (BA) at Cloud Kicks has been asked to map the current sales process in Sales Cloud to document legal compliance with local privacy regulations, which can differ based on the state or country of a data transaction.

Which activity would be most effective in helping the BA understand the sales process?

  1. Using live workshops to map out the sales process
  2. Asking stakeholders to complete a questionnaire
  3. Conducting individual interviews with stakeholders

Answer(s): A

Explanation:

This answer suggests using live workshops to map out the sales process as the most effective activity for the BA to understand the sales process at CK. A live workshop is a collaborative session where the BA facilitates a group discussion with stakeholders or users to elicit information, generate ideas, or solve problems. A live workshop can help the BA map out the sales process by engaging participants in creating a visual representation of the process, identifying pain points and opportunities, and reaching a consensus on the current state.


Reference:

https://trailhead.salesforce.com/en/content/learn/modules/salesforce-business-analyst-quick- look/use-live-workshops-to-collaborate



A business analyst (BA) at Universal Containers has been assigned to a Salesforce project that will have an impact on more than 5,000 office locations across the globe. The BA needs to identify the people who can describe the business problem and provide detailed requirements.
Which document should the BA use?

  1. RACI chart
  2. User stories
  3. Stakeholder analysis

Answer(s): C

Explanation:

The document that the business analyst should use to identify the people who can describe the business problem and provide detailed requirements is stakeholder analysis. Stakeholder analysis is a technique that identifies and evaluates the people who have an interest in or influence on a project or initiative. It can help the business analyst understand who are the key stakeholders, what are their roles and responsibilities, what are their needs and expectations, how they communicate and collaborate, etc. A RACI chart is a document that defines and clarifies the roles and responsibilities of different stakeholders in relation to specific tasks or deliverables. It can help the business analyst manage stakeholder expectations and avoid confusion or conflicts. A user story is a document that captures a requirement or feature from an end user's perspective. It can help the business analyst communicate what needs to be done and why it matters.


Reference:

https://trailhead.salesforce.com/content/learn/modules/salesforce-business-analyst-certification- prep/collaboration-with-stakeholders https://trailhead.salesforce.com/content/learn/modules/salesforce-business-analyst-certification- prep/user-stories



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

Answer(s): A

Explanation:

A process map is a visual representation of a business process that helps to engage stakeholders, identify improvements, and start the change process. By creating a process map, the business analyst can understand the current state of the process, identify pain points and opportunities for improvement, and communicate the findings and recommendations to the stakeholders. A process map also helps to initiate the change process by providing a baseline for measuring the impact of the proposed solutions.


Reference:

https://trailhead.salesforce.com/content/learn/modules/salesforce- business-analyst-certification-prep/business-process-mapping



The business analyst (BA) implementing Salesforce at Cloud Kicks is interacting with many different people throughout the company. Some of the subject matter experts (SMEs) are difficult to engage, and the BA is struggling to get the information they need.
What should the BA do when they find it difficult to get a response?

  1. Put extra effort into following up with the SMEs.
  2. Limit effort to contact the unresponsive SMEs.
  3. Escalate the concern to the SMEs' manager.

Answer(s): C

Explanation:

When a business analyst finds it difficult to get a response from a subject matter expert (SME), they should escalate the concern to the SMEs' manager. This is because the SMEs' manager can help to prioritize the project, provide feedback, and ensure accountability. The business analyst should also document the communication attempts and issues, and keep the project sponsor and other stakeholders informed of the status and risks.


Reference:

https://trailhead.salesforce.com/content/learn/modules/salesforce-business-analyst-certification- prep/collaboration-with-stakeholders



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

Answer(s): C

Explanation:

This answer selects Universal Process Notation (UPN) as the tool that the BA should use for their evaluation of a business process at UC. UPN is a simple and standardized way of creating process maps, using only four symbols: activity, decision, start/end, and annotation. UPN can help the BA evaluate a business process at a high level and in detail, while also keeping regulatory considerations in mind, by showing the steps, actions, decisions, roles, and dependencies of the process, and adding notes or comments to explain or clarify certain aspects.


Reference:

https://trailhead.salesforce.com/en/content/learn/modules/salesforce-business-analyst-quick- look/use-process-mapping-to-understand-your-business



Viewing Page 10 of 64



Share your comments for Salesforce Certified Business Analyst exam with other users:

Tanvi 9/27/2023 4:02:00 AM

good level of questions
Anonymous


Noushin 11/28/2023 4:52:00 PM

i think the answer to question 42 is b not c
CANADA


Shiji 10/15/2023 1:08:00 PM

helpful to check your understanding.
INDIA


Shiji 10/15/2023 1:31:00 PM

good and useful.
INDIA


Shiji 10/15/2023 1:34:00 PM

very good questions
INDIA


Ritu 9/15/2023 5:55:00 AM

interesting
CANADA