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Salesforce Certified Business Analyst Sample Questions:

1. Universal Containers (UC) has decided to implement Salesforce and has assigned a business analyst (BA) to write user stories for the project. The BA plans to meet customer to their experience in their own words.
Which type of research should the BA use to elicit user stories from UC's customers?

A) Behavioral
B) Shadowing
C) Interviewing

2. A new business analyst (BA) Just started working at Northern Trail Outfitters (NTO). The BA has been tasked with Implementing Service Cloud for NTO's Internal support team.
Which information should the BA gather during the Initial discovery meeting?

A) Contact information for key stakeholders
B) Limitations of the current support process
C) Employee review cycle for the support team

3. A business analyst (BA) at Cloud Kicks has been tasked with preparing for requirements gathering workshops for an upcoming Sales Cloud implementation.
Which documentation is mast beneficial for the BA to define the scope of the project?

A) Value Stream Map
B) Suppliers. Inputs, Process, Outputs, Customers (SIPOC) Map
C) Detailed Process Map

4. 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) Requirements Gathering
B) Journey Mapping
C) User Acceptance testing

5. The business analyst (BA) at Northern Trail Outfitters needs to create a current state process map for a Service Cloud implementation with its retail division. The BA needs a simple diagramming notation for the process map that is applicable across all industries, provides context for metrics and management decisions, and supports regulatory considerations.
Which diagramming notation should the BA use for the process map?

A) Unified Modeling Language (UML)
B) Universal Process Notation (UPN)
C) Business Process Modeling Notation (BPMN)

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