The business analyst (BA) at Northern Trail Outfitters is writing user stories about a Case creation feature within Service Cloud for an upcoming sprint. This feature overlaps with another feature that is being developed in the current sprint. The BA is working with the technical team to identify metadata dependencies across features to prevent overwriting before the release.
A. Setup Audit Trail
B. Change Sets
C. Version control
The leadership team at Universal Containers (UC) is focused on customer retention. The business analyst (BA) has been asked to implement a new customer for life program on the salesforce platform. Before their can move forward, they need to understand the lifecycle and all of the related interaction that IC has with its customers. Which type of session should the BA perform?
A. User Acceptance testing
B. Journey Mapping
C. Requirements Gathering
Explanation:
The type of session that the business analyst should perform to elicit user stories from UC’s customers is journey mapping. Journey mapping is a technique that involves creating a visual representation of the steps or stages that a customer goes through when interacting with an organization, product, or service. Journey mapping helps to capture the customer’s experience, needs, goals, pain points, emotions, and touchpoints across their entire lifecycle. Journey mapping also helps to identify any gaps or opportunities for improvement or innovation in the customer journey. Journey mapping can help elicit user stories from UC’s customers by allowing them to share their perspectives and feedback in their own words, as well as showing how the solution can add value and benefits to their journey.
References:
https://trailhead.salesforce.com/content/learn/modules/salesforce-business-analystcertification-prep/customer-discovery
Sprint 1 of 5 has been completed in a Sales Cloud implementation. The business analyst (BA) met with the stakeholders to prioritize the backlog for the next sprint. One of the stakeholders wants to include a medium-priority item. There is still a list of high-priority items that need to be addressed. How should the BA communicate with the stakeholder?
A. Q Schedule a meeting to discuss the importance of the item, then re-evaluate all of the items and their priority levels
B. Q Verify why the item is medium-priority, explain the reason, and determine if the item priority was misjudged compared to other items.
C. Q Support the stakeholder in this decision, move the medium-priority item to the next sprint, and inform the development team.
Explanation:
In managing a project backlog, especially in an Agile environment like a Sales Cloud
implementation, it's crucial to prioritize items based on their importance and impact on the
project's success. When a stakeholder wants to include a medium-priority item over high priority ones, the BA should first understand the reasoning behind the stakeholder's
valuation of that item. This involves verifying the criteria used to assign priorities and
ensuring that all items are assessed consistently. By engaging in this dialogue, the BA can
clarify the importance of following the prioritized backlog to maximize project value and
may also uncover new information that could lead to a re-evaluation of priority levels for all
items.
Universal Containers is in the discovery phase of a new Service Cloud project. The lead business analyst (BA) review user stories written by junior Bas. The lead BA discovers these user stories are missing details, as how case routing should work. The lead BA asks the junior Bas to make revisions based on the intended audience for the user stories.
A. End user and development team
B. Development and QA teams
C. Business user and QA team
Explanation:
This answer states that development and QA teams are the intended audience for the user
stories written by junior BAs for developing a solution to help UC track and analyze its
carbon emission in an effort to meet its new initiatives. Development team is a group of
people who are responsible for building, testing, and deploying the solution based on the
user stories. QA team is a group of people who are responsible for verifying, validating, and
ensuring the quality of the solution based on the user stories. Development and QA teams
are the intended audience for the user stories because they need to understand what to
build and how to test the solution, and they need to provide feedback or clarification on the
user stories.
References:
https://trailhead.salesforce.com/en/content/learn/modules/salesforce-business-analystquick-look/use-user-stories-to-capture-requirements
The customer service director at Universal Containers wants a self-service portal for
customers using Experience Cloud. The director has a limited budget and wants the
solution delivered before the end of the quarter.
After assessing several potential options, which solution should the business analyst
recommend?
A. The solution with the lowest cost
B. The solution with the fastest implementation time
C. The solution with the highest business value
Explanation:
When recommending a solution, especially under constraints such as a limited budget and
tight timeline, the focus should be on delivering the highest business value. This approach
ensures that the chosen solution effectively addresses the most critical needs of the
business, providing significant benefits that justify the investment. While cost and
implementation time are important considerations, the primary goal is to enhance customer
service and satisfaction through the self-service portal, thereby achieving strategic
business objectives. Selecting the option that offers the most substantial impact on service
quality and customer experience, even if it's not the cheapest or quickest, will provide long-term benefits to the organization.
Surveys indicate that visitors to the Cloud Kicks' Experience Cloud site have difficulty
locating purchase Information for their online orders. A business analyst (BA) Is tasked with
creating a user story to improve the overall visitor experience when navigating the site.
For which persona should the BA write this user story?
A. Administrator
B. Support manager
C. Customer
Explanation:
A user story is a short, simple description of a feature told from the perspective of the
person who desires the new capability, usually a user or customer of the system1. The BA should write this user story for the customer persona, since they are the ones who want to
locate purchase information for their online orders. The administrator and the support
manager are not the intended users of this feature, and their needs may differ from the
customer’s.
References: 1: User Stories
Cloud Kicks (CK) needs to implement an event management system within Salesforce.
After researching potential solutions, a managed package meets the majority of CK s
business requirements. However, the CRM director has expressed a desire to heavily
customize an open source solution.
Which benefit of using a managed package versus an open source solution should the
business analyst share to help the CRM director make a decision?
A. Managed packages are easily customizable to meet CK's exact requirements.
B. Managed packages are updated automatically with each Salesforce Release.
C. Each version of a managed package on the AppExchange undergoes a security review
Explanation:
This answer states that each version of a managed package on the
AppExchange undergoes a security review as a benefit of using a managed package
versus an open source solution for implementing an event management system within
Salesforce for Cloud Kicks. A managed package is a collection of application components
that are developed, tested, and distributed by a provider as a single entity on the
AppExchange. An open source solution is a software application that is developed,
modified, and distributed by anyone who has access to its source code. A security review is
a process that evaluates and verifies that an application meets the security standards and
best practices of Salesforce. Each version of a managed package on the AppExchange
undergoes a security review as a benefit of using a managed package versus an open
source solution because it ensures that the application is safe, reliable, and trustworthy for
Cloud Kicks.
References:
https://trailhead.salesforce.com/en/content/learn/modules/appexchange_basics/appexchan
ge_basics_intro
The VP of sales at Clod Kicks wants to streamline the lead qualification process to improve
the team’s productivity and help them reach their target goals. A business analyst (BA) has
been assigned to the project to identify the disconnect between the sales and marketing
teams’ definition of a qualified lead?
What should the BA focus on?
A. Mapping historical leas data from each team and building charts to highlight similarities
B. Evaluating team’ skill and experience to determine how they can better align.
C. Scheduling and all-day collaboration workshop with both team to resolve their differences.
Explanation:
The business analyst should focus on scheduling an all-day collaboration
workshop with both teams to resolve their differences around contact management for a
new Salesforce implementation. A collaboration workshop is a technique to bring together
different stakeholders to share information, discuss issues, generate ideas, make
decisions, or reach consensus on a topic or problem. Scheduling an all-day collaboration
workshop with both teams can help identify their needs, expectations, pain points, goals,
and priorities around contact management and find common ground or alignment among
them.
Mapping historical lead data from each team and building charts to highlight
similarities is not a good option because it would not address the disconnect between the
sales and marketing teams’ definition of a qualified lead, which is related to contact
management, not lead management. Evaluating team’ skill and experience to determine
how they can better align is not a good option because it would not address the disconnect
between the sales and marketing teams’ definition of a qualified lead, which is related to
contact management, not skill or experience.
References: 1
https://trailhead.salesforce.com/en/content/learn/modules/salesforce-business-analyst-certification-prep/collaborate-with-stakeholders
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. Be vulnerable and own their mistake.
B. Promise to work harder to avoid other mistakes.
C. Ask their supervisor for help immediately
Explanation:
The best way for a business analyst to build trust with stakeholders after
making a mistake is to be vulnerable and own their mistake. This will show honesty,
humility, accountability, and willingness to learn from errors. Promising to work harder to
avoid other mistakes may sound defensive or unrealistic without acknowledging what went
wrong or how to fix it. Asking their supervisor for help immediately may seem desperate or
unprofessional without trying to resolve it first with stakeholders.
References:
https://trailhead.salesforce.com/content/learn/modules/salesforce-business-analystcertification-prep/collaboration-with-stakeholders
Cloud Kicks leadership wants to use custom code for functionality that can easily be
created declaratively in Sates Cloud. The business analyst (BA) has been asked to advise
leadership on how these approaches impact their solution options.
What is one of the BA's strongest arguments for using configuration over code?
A. Configuration leverages multiple programming languages.
B. Configuration allows for any level of complexity.
C. Configuration provides faster speed to market
Explanation:
One of the BA’s strongest arguments for using configuration over code is that
configuration provides faster speed to market. Speed to market is the time it takes to
deliver a product or service from conception to launch. Speed to market is important for
gaining competitive advantage, meeting customer demand, and maximizing revenue
potential. Configuration provides faster speed to market than code because it allows for
creating and modifying functionality in Salesforce without writing code or deploying
changes. Configuration can be done by using point-and-click tools such as App Builder,
Process Builder, Flow Builder, Lightning Web Components Builder, etc., which are easy to
use and require less technical skills than coding. Configuration also reduces the risk of
errors or bugs that may occur with code and require more testing or debugging time.
References: https://trailhead.salesforce.com/en/content/learn/modules/business-analysis-functional-requirements/evaluate-s
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