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Salesforce Certified Business Analyst Exam (page: 5)
Salesforce Certified Business Analyst
Updated on: 25-Dec-2025

Viewing Page 5 of 64
Certified Business Analyst PDF 311 Questions

Cloud Kicks wants to assess the efficiency of its Sales Cloud solution to eliminate unnecessary steps and cut costs. A business analyst (BA) will give a presentation to executives to help them understand the current state and define the future state.
Which document should the BA use for the presentation?

  1. A business process model
  2. A persona journey map
  3. A collection of use cases

Answer(s): A

Explanation:

A business process model is a visual representation of how a business operates and how different activities are connected. It can help executives understand the current state and define the future state of a business process. A persona journey map is a tool to understand the needs, goals, and pain points of a specific user group. A collection of use cases is a set of scenarios that describe how users interact with a system or solution.


Reference:

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



Northern Trail Outfitters is starting a project to implement Service Cloud for the customer service department.
Which activity should be handled by a business analyst assigned to this project?

  1. Work with Salesforce to purchase the necessary licenses.
  2. Manage existing Salesforce applications and activities.
  3. Understand current business processes and document existing functionality.

Answer(s): C

Explanation:

A business analyst assigned to a Service Cloud project should understand the current business processes and document the existing functionality of the customer service department. This will help them identify the gaps, pain points, and opportunities for improvement. Working with Salesforce to purchase the necessary licenses is a task for the project manager or sponsor. Managing existing Salesforce applications and activities is a task for the administrator or developer.


Reference:

https://trailhead.salesforce.com/content/learn/modules/salesforce-business-analyst-certification- prep/customer-discovery https://trailhead.salesforce.com/content/learn/modules/salesforce-

business-analyst-certification-prep/business-process-mapping



A business analyst has been tasked with leading prototype efforts for a Salesforce project.
What is a prototype?

  1. A model of a final proposed product
  2. A first pass, simple sketch of an idea
  3. A polished, proven solution

Answer(s): B



A new business analyst (BA) wants to follow the correct order of phases in the implementation lifecycle on a Salesforce project.
How should the BA approach the project?

  1. Analyze, build, operate, deliver
  2. Analyze, build, deliver, operate
  3. Analyze, operate, build, deliver

Answer(s): B

Explanation:

The correct order of phases in the implementation lifecycle on a Salesforce project is analyze, build, deliver, operate. In the analyze phase, the business analyst elicits requirements, maps business processes, and creates user stories. In the build phase, the development team configures and customizes Salesforce based on the user stories. In the deliver phase, the solution is tested, validated, and deployed to production. In the operate phase, the solution is monitored, maintained, and improved based on feedback and metrics.


Reference:

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



A business analyst is using storytelling to communicate the vision for a Salesforce solution to business stakeholders.
Which storytelling technique should the BA use in their initial demo of a solution to business stakeholders?

  1. Highlight a perspective from testing feedback that identifies bugs and pain points in their business challenges.
  2. Give a perspective from a relatable persona that shows the development team can solve their business challenges.
  3. Describe a perspective from the business requirements document that addresses architectural concerns based on their business challenges.

Answer(s): B

Explanation:

A business analyst should use storytelling to communicate the vision for a Salesforce solution to business stakeholders by giving a perspective from a relatable persona that shows how the development team can solve their business challenges. This will help them empathize with the user's needs and goals, and see how the solution will benefit them. Highlighting a perspective from testing feedback that identifies bugs and pain points in their business challenges may be discouraging or demotivating for the stakeholders. Describing a perspective from the business requirements document that addresses architectural concerns based on their business challenges may be too technical or abstract for the stakeholders.


Reference:

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



Viewing Page 5 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