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Salesforce Certified Business Analyst Exam (page: 7)
Salesforce Certified Business Analyst
Updated on: 25-Dec-2025

Viewing Page 7 of 64
Certified Business Analyst PDF 311 Questions

The Sen/ice Center at Universal Containers (UC) uses Service Cloud and Experience Cloud to manage its customer case lifecycle. UC wants to limit the number of interactions a customer has during the lifecycle. The project leader has asked the business analyst (BA) to visually illustrate the lifecycle.
Which document should the BA create?

  1. Journey Map
  2. Heat Map
  3. Process Map

Answer(s): A

Explanation:

This answer identifies a journey map as the document that the BA should create to visually illustrate the customer case lifecycle for UC. A journey map is a tool that shows how customers interact with a business across different touchpoints, channels, and stages. A journey map helps to understand and improve the customer experience, identify pain points and opportunities, and align business goals with customer needs.


Reference:

https://trailhead.salesforce.com/en/content/learn/modules/customer-journey-basics/create-a- customer-journey-map



Cloud Kicks has invited stakeholders from multiple departments and roles to participate in its latest Salesforce project. Each stakeholder's experiences and priorities for the project are different which causes tension within the team and a lack of clarity around project direction.
What should the business analyst do to help the team work together more effectively?

  1. Encourage leadership to share their vision for the project, and ask the larger team to focus feedback only on the key objectives, pain points, and requirements outlined by leaders
  2. Limit participation in key project discovery, requirements, and solutioning meetings to leadership.
    and engage the larger team to answer questions directly/ related to their roles when needed.
  3. Lead the stakeholders in creating a team agreement that assigns project roles and outlines how the team will collaborate, disagree, develop trust, and define success

Answer(s): C

Explanation:

The best way for a business analyst to help the team work together more effectively is to lead them in creating a team agreement that assigns project roles and outlines how the team will collaborate, disagree, develop trust, and define success. This will help them align on common goals, expectations, and norms, and resolve any conflicts or misunderstandings. Encouraging leadership to share their vision for the project and ask the larger team to focus feedback only on the key objectives, pain points, and requirements outlined by leaders may create a top-down approach that ignores other stakeholder perspectives or needs. Limiting participation in key project discovery, requirements, and solutioning meetings to leadership and engaging the larger team to answer questions directly related to their roles when needed may create a siloed approach that reduces collaboration or buy-in.


Reference:

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



As part of the digital transformation at Cloud Kicks, company leaders have decided to adopt Service Cloud as its CRM platform for customer service and support. Executive directors are supportive of the initiative, but end users are unconvinced and prefer to remain on the current platform.
What should the business analyst do to gain the end users' cooperation?

  1. Respond to end users with empathy and accommodate their needs; translate the end users' needs into technical requirements; and deliver the project to the developers to implement the solution.
  2. Use an assertive influencing style; demonstrate authority and expertise; outline the project objectives; and make sure end users know that the decision has been made and the time to make changes has passed.
  3. Identify key stakeholders and develop relationships with them as a trusted advisor; involve stakeholders and end users in the design of the new solution; and act as a liasion between business and technical teams.

Answer(s): C

Explanation:

The best way for a business analyst to gain the end users' cooperation is to identify key stakeholders and develop relationships with them as a trusted advisor; involve stakeholders and end users in the design of the new solution; and act as a liasion between business and technical teams. This will help them understand their needs and expectations, demonstrate value and benefits, and facilitate communication and feedback. Responding to end users with empathy and accommodate their needs; translating the end users' needs into technical requirements; and delivering the project to the developers to implement the solution may be too reactive or passive without addressing the root causes of resistance or ensuring alignment. Using an assertive influencing style; demonstrating authority and expertise; outlining the project objectives; and making sure end users know that the decision has been made and the time to make changes has passed may be too aggressive or authoritative without building trust or rapport.


Reference:

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



Universal Containers (UC) uses a Salesforce org. UC is merging with a sister company that uses a different CRM. The incoming sales team is reluctant to change to a different process. The business analyst (BA) has been asked to help reach consensus and drive adoption.
Which group is well positioned to help the BA secure alignment for the initiative?

  1. System admin and project manager
  2. Power users and top sales earners
  3. Executive sponsors and sales leadership

Answer(s): B

Explanation:

This answer identifies executive sponsors and sales leadership as the group that is well positioned to help the BA secure alignment for the initiative. Executive sponsors and sales leadership are key stakeholders who have the authority, influence, and interest in the project. They can help the BA communicate the vision, benefits, and expectations of the new process, and address any resistance or concerns from the incoming sales team.


Reference:

https://trailhead.salesforce.com/en/content/learn/modules/salesforce-business-analyst-quick- look/use-stakeholder-engagement-skills



A business analyst (BA) at Northeren Trail Outfitters has been asked to explain a sales process improvement idea and collaborate on a plan for implementation. Several sale users in various locations have been identified to participate.
Which technique should the BA use to optimize effectiveness and build a shared understanding of the idea and approach?

  1. Demo prototype
  2. Virtual whiteboard
  3. One-on-one meetings

Answer(s): B

Explanation:

A virtual whiteboard is a technique that a business analyst can use to optimize effectiveness and build a shared understanding of an idea and approach with sales users in various locations. A virtual whiteboard is an online tool that allows multiple participants to collaborate visually by drawing, writing, or annotating on a shared screen. It can help them brainstorm ideas, create diagrams, or give feedback in real time. A demo prototype is a technique that can be used to show how an idea works or looks like, but not to collaborate on it. One-on-one meetings are techniques that can be used to communicate with individual stakeholders, but not with a group.


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



Viewing Page 7 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