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Salesforce BA-201 Exam Syllabus Topics:

Salesforce Certified Business Analyst Sample Questions:

1. Cloud Kicks (CK) wants to enhance the user experience for customer service agents on Service Cloud so they can effectively meet their service-level agreements. CK has a vision for the future state, but needs to understand how to achieve it. A business analyst (BA) has been assigned to help with this goal.
Which type of document should the BA use to meet the requirement?

A) Use case
B) Change management
C) Gap analysis

2. Support managers at Cloud Kicks have received urgent feedback from staff that record pages are slow to respond and users and growing frustrated. The business analyst (BA) has been asked to evaluate to determine which pages are being accessed most frequently and which pages are the slowest to load.
What is the first step the BA should take to help resolve the issue?

A) Confirm steps to reproduce the issue.
B) Update page layouts in production.
C) Create a test plan for each web browser.

3. Northern Trail Outfitters (NTO) has moved its inventory systems to Salesforce to track the clothing it manufactures and sells. As a part of this project, NTO wants to implement several features which will also improve how its inventory is restocked. In order to manage the discovery phase of the project, the project team plans to hire a business analyst (8A).
What should a BA do to be successful during the first phase of the project?

A) Elicit requirements, build automation, and deploy a solution,
B) Architect a solution, configure a sandbox, and build a proof of concept.
C) Elicit requirements, create flows and process diagrams, and understand business analytics.

4. 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) Review survey feedback again to better understand pain points in the existing onboarding process.
C) Meet with key project stakeholders in a live workshop to build consensus on the current and desired onboarding processes.

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

Solutions: