Salesforce BA-201 : Salesforce Certified Business Analyst

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Salesforce Certified Business Analyst Sample Questions:

1. The business analyst (BA) at Northern Trail Outfitters is helping to improve the process for handling customer returns using Salesforce. The BA has completed a current state process map to identify areas for improvement. The BA plans to present ideas for a future state return handling process to the larger project team.
What should the BA present to the team in a way that is relatable and invites discussion, feedback, and ideas?

A) A story using personas to illustrate potential solutions
B) A prototype for a specific business outcome
C) Detailed technical documentation with annotations

2. Cloud Kicks (CK) is planning a project to optimize its lead to cash process. CK needs someone to analyze data and draw business insights, understand business processes, and guide the business to the best implementation for the project.
Which role does CK need?

A) Salesforce Administrator
B) Solution Architect
C) Business Analyst

3. One retail location of Cloud Kicks has been getting complaints from shoppers about being unable to find items in the store. The general manager has asked IT to configure tablets for the sales clerks so they can move freely around the store to assist customers.
The IT team writes a functional requirement:
* Tablets running the Salesforce mobile app must allow users to access store inventory records which include current item count and item location.
Which user story should the business analyst write to describe the functional requirement?

A) As a customer, I want sales clerks to have access to item availability to help them find items.
B) As a general manager, I want sales clerks to have tablets so they can help customers find items.
C) As a sales clerk, I want to see item availability and locations to help customers find items.

4. During a requirements workshop, the marketing team mentions they need help reporting on their marketing effort return on investment (ROI). They ask for a new field on the Opportunity object named "Customer Origin".
What should the business analyst do next?

A) Explain to the customer that the workshop is focused on documenting requirements, rather than solutioning, and write down their pain points
B) Write the user story: As a marketer, I need to track customer origin on Opportunity so that I can report on the ROI of our marketing efforts.
C) Ask follow-up questions to determine if standard Salesforce functionality around Leads, Campaigns, and Opportunities could meet this need.

5. A business analyst captures the following acceptance criteria for a user story about case reassignment in Service Cloud.
* A service manager can dick a Reassign button that changes the owner field of the case.
* A service manager is able to reassign cases-as part of the mobile experience.
* Reassignment functionality can be used on cases that have been auto-reassigned.
* Service reps are unable to reassign cases.
Which mistake was made?

A) The criteria are small and testable.
B) The criteria include solution information.
C) The criteria are aligned with the user's goal.

Solutions: