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Certified-Business-Analyst Exam Dumps - Salesforce Certified Business Analyst Exam (SP25)

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Question # 33

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

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Question # 34

Cloud Kicks has moved into the quality assurance (QA) phase of Salesforce product configuration and extension. The QA team is now trying to confirm it has delivered value to stakeholders based on business requirements. The team is asking questions such as, "Did we build the right product?'' and "Did we build the product right?"

Which element should the business analyst use to help the QA team validate that the product fulfilled the requirements without ambiguity?

A.

Process maps

B.

User stories

C.

Acceptance criteria

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Question # 35

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:

1. Searching for an account

2. Creating a new case

3. Closing a case

After the demo, the BA received poor feedback stating that the executive was unsure about the definition of a "case."

What should the BA do differently in the next demo?

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.

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Question # 36

A business analyst (BA) at Universal Containers had a meeting with sales and service reps to gather requirements around contact management for a new Salesforce implementation. A sales rep wants a place to capture the names of the contact's spouse and children to help build the relationship. The BA writes the following user story.

"As a user, I need to be able to record a contact's title and role as separate data points so I know who to address for various needs of the account.’’

Who should be listed as the persona?

A.

Sales rep

B.

Contact

C.

Service rep

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Question # 37

Universal Containers (UC) uses a Salesforce org. UC is merging with a sister company that uses a different CRM. The incoming sales team is reluctant to change to a different process. The business analyst (BA) has been asked to help reach consensus and drive adoption.

Which group is well positioned to help the BA secure alignment for the initiative?

A.

System admin and project manager

B.

Power users and top sales earners

C.

Executive sponsors and sales leadership

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Question # 38

A business analyst (BA) at Northern Trail Outfitters has been asked to prepare documentation including acceptance criteria and definition of done for a Heroku project.

Which way should the BA approach creation of this documentation?

A.

Include the personal perspective for acceptance criteria and the overall perspective for definition of done.

B.

Create one consolidated set of documentation as the two terms are synonymous and used interchangeably.

C.

Include the overall perspective for acceptance criteria and the persona's perspective for definition of done.

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Question # 39

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:

1. Add permission set

2. Users can escalate cases

3. Create fields on the Case object

4. Reports

Which best practice was ignored?

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.

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Question # 40

A business analyst (BA) is working with stakeholders at Universal Containers to walk through a potential solution for the lead routing and qualification process. The solution will include automated and manual features.

Which artifact should help the BA illustrate the vision of a solution to stakeholders?

A.

Detailed user stories with technical documentation about the existing process

B.

Annotated process flows with modifications to an existing process

C.

Collected pain points from people who follow the existing process

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