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NEW QUESTION 35
The business analyst (BA) at Cloud Kicks (CK) has been tasked with optimizing CK's lead process. In the weekly sales meeting, the BA outlines the project and asks for input. A new entry-level employee reaches out multiple times with ideas and suggestions for improvements.
What should the BA do when responding to the new employee's input?
- A. Acknowledge the new employee's ideas while making extra effort to reach out to stakeholders who have more industry experience and knowledge.
- B. Schedule a one-on-one meeting with the new employee to get an alternative perspective from a beginner's mind.
- C. Send a detailed survey to the entire sales team, including the new employee, to understand their needs, expectations, and priorities.
Answer: C
NEW QUESTION 36
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?
- A. Engages stakeholders, identifies improvements, and starts the change process
- B. Builds accountability, increases revenue, and decreases overall time spent on requirements
- C. Identifies improvements, decreases project costs, and starts the change process
Answer: C
NEW QUESTION 37
The business analyst (BA) at Northern Trail Outfitters is writing user stories for a Service Cloud implementation.
In which order should the BA arrange the three components of a user story?
- A. As a <xyz>, I want <xyz>, so that <xyz>
- B. I want <xyz>, so that <xyz>, for a <xyz>
- C. I want <xyz>, as a <xyz>, so that <xyz>
Answer: A
NEW QUESTION 38
The Salesforce delivery team at Cloud Kicks consistently has user stories that developers start but are unable to complete during each sprint. During the most recent retrospective, the development team expressed that they are running out of time to complete the stories. The team used the INVEST checklist to diagnose why these stories are incomplete at the end of the sprint.
Which checklist item is the most likely reason why the stories are incomplete at the close of the sprint?
- A. Valuable
- B. Small
- C. Negotiable
Answer: C
NEW QUESTION 39
An executive stakeholders at Northern Trail Outfitters (NTO) wants to explore automating NTO's Quote-to-Cash process and has asked the business analyst (BA) to pull together some high-level information on possible solutions.
Which type of document should the BA present to the stakeholders?
- A. A business process map detailing the existing step-by-step Quote-to-Cash process
- B. A SIPOC (Support inputs, Process, Outputs, and Customers) map outlining the Quote-to-Cash process
- C. A capability map detailing the functionality of Salesforce and AppExchange Quote-to-Cash products
Answer: C
NEW QUESTION 40
Universal Containers is developing a new recruitment app using Service Cloud. The project team has started writing user stories including:
"As a human resources (HR) manager, I need to document the progress of a candidate's submission so I can manage the candidate's application throughout the recruiting process."
What is one definition of done for this user story?
- A. The Candidate object has Edit access.
- B. The Candidate Status field can be updated.
- C. The acceptance criteria has been approved.
Answer: C
NEW QUESTION 41
The product development team at Northern Trail Outfitters is creating a process within Salesforce to onboard new retail employees. The business analyst (BA) creates a current state process map by interviewing a few members of the onboarding team using email questionnaires. After presenting the process map to the entire onboarding team, the BA receives feedback that it is incorrect.
What should the BA do to provide the product development team with more accurate information about the onboarding team's process?
- A. Conduct individual interviews with each team member to gather more information about the existing onboarding process.
- B. Meet with key project stakeholders in a live workshop to build consensus on the current and desired onboarding processes.
- C. Review survey feedback again to better understand pain points in the existing onboarding process.
Answer: B
NEW QUESTION 42
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?
- A. Give a perspective from a relatable persona that shows the development team can solve their business challenges.
- B. Highlight a perspective from testing feedback that identifies bugs and pain points in their business challenges.
- C. Describe a perspective from the business requirements document that addresses architectural concerns based on their business challenges.
Answer: A
NEW QUESTION 43
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?
- A. Work with Salesforce to purchase the necessary licenses.
- B. Manage existing Salesforce applications and activities.
- C. Understand current business processes and document existing functionality.
Answer: C
NEW QUESTION 44
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?
- A. 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.
- B. 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
- C. 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: B
NEW QUESTION 45
Universal Containers (UC) is wording with an implementation partner to help it optimize Salesforce. A new business analyst (BA) from the partner was introduced to UC stakeholders a few weeks into the project The BA is getting to know each of the stakeholders by their roles and contributions. However, the BA had one misstep and is slightly embarrassed.
What should the BA do to build trust with the stakeholders?
- A. Ask their supervisor for help immediately.
- B. Be vulnerable and own their mistake.
- C. Promise to work harder to avoid other mistakes.
Answer: B
NEW QUESTION 46
A business analyst has been tasked with leading prototype efforts for a Salesforce project.
What is a prototype?
- A. A polished, proven solution
- B. A first pass, simple sketch of an idea
- C. A model of a final proposed product
Answer: B
NEW QUESTION 47
Cloud Kicks (CK) wants its sales team to use Sales Cloud to decrease its lead conversion time. The business analyst (BA) will analyze and break down CK's typical sales cycle.
How can process mapping help the BA get started on this project?
- A. It can model changes in the current customer experience, analyze each change's potential for impact, and help visualize potential improvements in the sales cycle in advance of the solution design.
- B. It can show the relationship between the steps and actions in the sales cycle to communicate and understand the current state, and to identify areas for improvement.
- C. It can display complex ideas in a consistent format, highlight blockers and impediments to help stakeholders quickly assess issues in the sales cycle, and see the project timeline at a glance.
Answer: C
NEW QUESTION 48
Northern Trail Outfitters (NTO) plans to significantly grow its workforce and wants to increase the overall security of its Sales Cloud instance. NTO has previously implemented a complex security solution with organization wide defaults, criteria-based sharing rules, and dozens of user profiles. NTO has asked a business analyst (0A) for recommendations on how to proceed.
Which aspect of a potential solution is most important for a BA to consider?
- A. User adoption
- B. System downtime
- C. Scalability
Answer: A
NEW QUESTION 49
A business analyst has been asked to evaluate all of the reporting tools that Universal Containers (UC) currently uses, including CRM Analytics, to identify gaps and overlaps in functionality.
Which tool would help UC understand the existing functionality.
- A. Capability model
- B. Value stream map
- C. Process map
Answer: A
NEW QUESTION 50
The business analyst at Cloud Kicks is beginning to write user stories for its Salesforce implementation.
Which three components should-be included when writing a user story?
- A. Who, when, why
- B. When, where, why
- C. Who, what, why
Answer: C
NEW QUESTION 51
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