Sales leadership at 230 Cloud Kicks (CK) is concerned about the limited adoption of Salesforce at the company. Salesforce implementation includes many custom pages. Multiple users have complained about wa.t.ng a long time for key functionality to display.
A. Monitor the Lightning Usage App
B. Run the Lightning page layout
C. Enable Debug Logs
Explanation: The business analyst should monitor the Lightning Usage App to address the concern of sales leadership about the limited adoption of Salesforce at Cloud Kicks. The Lightning Usage App is a tool that tracks and reports on how users are engaging with Salesforce in Lightning Experience. The Lightning Usage App can help measure and improve user adoption by showing metrics such as daily and monthly active users, usage by browser and device type, usage by profile and permission set, feature adoption, performance, and feedback. The business analyst should monitor the Lightning Usage App to identify trends, patterns, issues, or opportunities related to user adoption and take actions accordingly. Running the Lightning page layout is not an action that the business analyst should take to address the concern of sales leadership about the limited adoption of Salesforce at Cloud Kicks. Running the Lightning page layout is a process that optimizes a page layout for Lightning Experience by removing unsupported components, adding supported components, and rearranging components based on best practices. Running the Lightning page layout can help improve user experience and satisfaction but does not measure or improve user adoption directly. Enabling Debug Logs is not an action that the business analyst should take to address the concern of sales leadership about the limited adoption of Salesforce at Cloud Kicks. Enabling Debug Logs is a process that captures information about database operations, system processes, and errors that occur when executing a transaction or running unit tests. Enabling Debug Logs can help troubleshoot issues and errors but does not measure or improve user adoption directly.
Northern Trail Outfitters (NTO) is working with an implementation partner to transform its customer support team with Service Cloud. A new business analyst (BA) who is a replacement from the partner was introduced to NTO stakeholders during the discovery phase of the project. The new BA is still getting to know each of the stakeholders when they start the requirements workshop. The BA asks a stakeholder a discovery question and they seem irritated. What should the BA do to build trust with the stakeholder as the project continues?
A. Set up a casual meeting to create a personal connection with the stakeholder
B. Reset project expectations at the next meeting with the stakeholder
C. Ask an executive sponsor to address the stakeholder's concerns.
Explanation: The business analyst should set up a casual meeting to create a personal connection with the stakeholder to build trust with them as the project continues. A casual meeting is an informal conversation that allows the business analyst and the stakeholder to get to know each other better, share their backgrounds and interests, and establish rapport and empathy. A casual meeting can help to ease any tension or frustration that may have arisen during the discovery session, as well as show respect and appreciation for the stakeholder’s input and feedback.
Cloud Kicks (CK) recently decided to transition its business from spreadsheets to a Salesforce solution. CK leaders are excited about the capabilities of Salesforce. Each leader has different ideas about how the platform should be implemented. CK has hired a business analyst (BA) to help define and manage the implementation. What should the BA do in the first discovery meeting with stakeholders?
A. Collaborate with stakeholders to examine and define CK's purpose, customers, metrics, and overall business to inform project direction and vision.
B. Discuss and document specific pain points in existing processes to inform future project requirements.
C. Preview potential Salesforce solutions and collect feedback from stakeholders on each option to inform the direction of the project.
Explanation: The business analyst should do in the first discovery meeting with stakeholders is to collaborate with stakeholders to examine and define CK’s purpose, customers, metrics, and overall business to inform project direction and vision. Discovery is a phase of a Salesforce project that aims to understand the current state of a business, identify its problems or needs, and define its goals or desired outcomes. In the first discovery meeting, the business analyst should work with stakeholders to establish a common understanding of CK’s business context, such as its mission, vision, values, customers, competitors, performance indicators, etc. This can help the business analyst align stakeholders on a shared vision and strategy for the Salesforce implementation. Discussing and documenting specific pain points in existing processes may be part of discovery, but not in the first meeting. The business analyst should first understand the big picture of CK’s business before diving into the details of its processes. Previewing potential Salesforce solutions and collecting feedback from stakeholders may be part of discovery, but not in the first meeting. The business analyst should first understand the problems or needs of CK’s business before proposing any solutions.
Universal Containers has scheduled a meeting with stakeholders, business analysts (BAs),
and technical resources to review user stories. A BA reviews the user stories in advance of
the meeting and notices that some best practices have been ignored. The first user story is
focused on escalating cases in Service Cloud:
"The customer service agent needs the ability to escalate a case so they can assign high risk
cases to tier 2 support for faster resolution."
Acceptance Criteria:
A. The "who" of the user story is well-defined.
B. The "why’’ of the user story is focused on user needs.
C. The ‘’what’’ of the acceptance criteria is negotiable.
Explanation: A use case is a type of documentation that describes how a user interacts
with a system to achieve a specific goal. It is written from the user’s point of view and
follows a standard format of “A [user role] wants to [goal] by [steps]”. A use case helps to
capture the user’s needs and expectations from the system and provides a basis for
developing test cases and acceptance criteria. A BA should use use cases to document
how users will interact with the system and what outcomes they expect from it.
This answer points out that the previous VP’s requirements may differ from those of the
new executive as the largest risk with this approach of using the inherited requirements in
lieu of a traditional discovery process for a Sales Cloud implementation. Requirements are
statements that describe what a solution must do or have to meet the needs and
expectations of the stakeholders or users. Requirements may change over time due to
various factors, such as business goals, market trends, customer feedback, or stakeholder
preferences. Using the previous VP’s requirements without validating them with the new
executive may result in a solution that does not align with their vision, strategy, or value
proposition.
Cloud Kicks is planning to create a new Service Cloud console app for its services team to resolve issues with delayed shipments to customers. The business analyst (BA) wrote the user stories based on a written list of requirements provided by the manager of the services team. Upon stakeholder review with the entire services team, many of the user stories were rejected and the BA had to revise them. When the BA wrote the initial user stories, what was the likely cause of the issue?
A. The user stories focused on well-defined personas.
B. The project team failed to discuss the user stories as a group.
C. The acceptance criteria of the user stories were too specific.
Explanation: The likely cause of the issue was that the project team failed to discuss the user stories as a group before writing them. This could lead to misunderstandings, misalignment, or missing information among the stakeholders and the business analyst. The best practice for writing user stories is to collaborate with all relevant stakeholders and use techniques such as brainstorming, story mapping, or story splitting to elicit and prioritize user needs. The user stories should also be validated and reviewed by all stakeholders before finalizing them. The user stories focusing on well-defined personas is not a likely cause of the issue because personas are useful tools to represent different types of users and their goals, needs, and pain points. The acceptance criteria of the user stories being too specific is not a likely cause of the issue because acceptance criteria are statements that define how to verify that a user story is completed and meets the user’s expectations.
The service Center at Universal Containers is deploying a new case management solution. Management has asked the project team to prepare for end user training. The project team consists of an admin and a business analyst (BA). Which task should be assigned to the BA?
A. Conduct user training
B. Create user training materials
C. Set up users for training
Explanation: A business analyst is responsible for creating user training materials that explain how to use the new case management solution. The training materials should include screenshots, videos, diagrams, and step-by-step instructions that cover the key features and functionalities of the solution. The business analyst should also ensure that the training materials are aligned with the user stories and requirements.
Northern Trail Outfitters launched a new feature on its Experience Cloud site to allow customers to compare features of similar products ahead of the major promotional event of the year. The user acceptance testing (UAT) passed successfully; however, many customers complained of issues when accessing the site. What did the business analyst overlook before recommending that the release go live?
A. The AT should have been performed with enough time to resolve bugs in the new feature.
B. The UAT should have been performed with both peak load and average load simulation.
C. The UAT should have been performed by customers who are familiar with the products.
The business analyst (BA) at Cloud Kicks is managing a project to build a recruiting app for the management and human resources (HR) teams. The HR director wants the app to help the team navigate the hiring process more efficiently. The BA designs a Stakeholder Wheel to better understand all of the people with an interest m the project. Which level of influence should the BA place the MR Director on the stakeholder wheel?
A. The Sponsor
B. The Enterprise
C. The project
Explanation:
The level influence that business analyst should place HR Director stakeholder wheel
project stakeholder wheel tool identifies understands needs expectations interests
influence power stakeholders involved project stakeholder wheel has four levels influence
sponsor project enterprise environment sponsor highest level influence project second
highest level influence enterprise third highest level influence environment lowest level
influence HR Director should placed project level influence stakeholder wheel HR Director
makes decisions determines priorities requirements project HR Director also directly
affected outcome project.
The sponsor is not level influence that business analyst should place HR Director
stakeholder wheel sponsor highest level influence stakeholder wheel sponsor provides
funding resources support project sponsor also defines vision objectives success criteria
project HR Director not sponsor project unless also provides funding resources support
project.
The enterprise is not level influence that business analyst should place HR Director
stakeholder wheel enterprise third highest level influence stakeholder wheel enterprise
includes internal individuals teams groups affected outcome project but not actively
contribute project enterprise also includes policies procedures standards guidelines govern
project HR Director not enterprise unless also affected outcome project but not actively
contribute project.
After the completion of the most recent sprint at Cloud Kicks (CK), the business analyst
(BA) provided a demo of three user stories for the customer support solution to a senior
executive. During the demo, the BA showcased the following Salesforce functionalities:
A. Confirm each user story includes a clear who, what, and why.
B. Update the environment to use language specific to CK.
C. Explain that the term is a Salesforce industry standard.
Explanation:
User stories should follow the "Who, What, Why" format to ensure clarity and relevance:
Avoiding Ambiguity: The feedback about the unclear definition of "case" highlights
a lack of context in the user story. Following the "Who, What, Why" format ensures
that stories are understandable to all stakeholders.
Best Practices: Salesforce recommends well-structured user stories to
communicate functionality clearly during demos and workshops.
Stakeholder Alignment: Including the "why" links functionality to business value,
helping stakeholders understand the purpose of features showcased.
A business analyst (BA) at Northern Trail Outfitters is mapping a workflow process to onboard a new user group to a Service Cloud implementation. Which level of detail should the BA use for the process map and why?
A. Very detailed—It should be prescriptive for new users following an unfamiliar process.
B. Somewhat detailed—Since the process will be repetitive, new users will learn and remember the details.
C. Simple—A high-level overview of the process is sufficient to show a new user experience.
Explanation: The level of detail that the business analyst should use for the process map and why is somewhat detailed. This is because the process map should provide enough information to guide new users through the onboarding process, but not overwhelm them with too much detail that may be irrelevant or unnecessary. Since the process will be repetitive, new users will learn and remember the details over time, and they can always refer back to the process map if needed. The process map should include the main steps, decisions, inputs, outputs, and roles involved in the onboarding process, as well as any exceptions or variations. The process map should also use clear and consistent terminology, symbols, and notation to ensure readability and understanding.
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