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The Salesforce Certified Business Analyst Exam (Certified-Business-Analyst) certification exam is one of the hottest and most industrial-recognized credentials that has been inspiring beginners and experienced professionals since its beginning. With the Certified-Business-Analyst certification exam successful candidates can gain a range of benefits which include career advancement, higher earning potential, industrial recognition of skills and job security, and more career personal and professional growth.

Salesforce Certified-Business-Analyst (Salesforce Certified Business Analyst) Certification Exam is a computer-based exam that consists of multiple-choice questions. Candidates have 105 minutes to complete the exam and must score at least 63% to pass. Certified-Business-Analyst Exam is administered by Kryterion and can be taken at one of their testing centers or online.

Salesforce Certified Business Analyst Exam Sample Questions (Q237-Q242):

NEW QUESTION # 237
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.

Answer: A

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. References: https://trailhead.salesforce.com/content/learn/modules/salesforce-business-analyst- certification-prep/stakeholder-management

NEW QUESTION # 238
Cloud Kicks leadership wants to improve the new customer onboarding experience. There are a number of complex handoffs between teams. Service managers have been tasked with working with the operating team to improve the handoff between salesforce and internal systems. The business (BA) wants to break down the onboarding processing and sub-processes into simpler steps.
What should the BA create to engage stakeholders?

A. Capability Model
B. Universal Process Notation
C. Value Stream Map

Answer: C

Explanation:
This answer states that creating a value stream map is what the BA should do to engage stakeholders for improving the new customer onboarding experience at Cloud Kicks which involves complex handoffs between teams. A value stream map is a type of process map that shows how value flows from a customer request to a product or service delivery across different teams or departments. Creating a value stream map means that the BA works with stakeholders from different teams or departments to identify and visualize their inputs, outputs, activities, roles, etc. related to customer onboarding. Creating a value stream map is what the BA should do to engage stakeholders for improving customer onboarding because it helps them to collaborate and communicate their perspectives and expectations, and to discover and eliminate waste or inefficiencies in customer onboarding. References:
https://trailhead.salesforce.com/en/content/learn/modules/salesforce-business-analyst-quick-look/use-process-ma

NEW QUESTION # 239
A cloud Kicks business analyst (BA) is conducting user interviews with the support team as part of a migration to Salesforce. Serval users indicate they use multi-factor authentication (MFA) on their phones to log in to existing systems. Other users have located they access existing systems with only username and password.

A. Bring the requirement to the product owner's attention.
B. Select the requirement used by the majority of the support team.
C. verify the requirement with the security team.

Answer: A

Explanation:
Explanation
This answer states that bringing the requirement to the product owner's attention is what the BA should do after discovering that several users indicate they use multi-factor authentication (MFA) on their phones to log in to existing systems while other users indicate they access existing systems with only username and password for conducting user interviews with the support team as part of a migration to Salesforce at Cloud Kicks. A product owner is a person who represents the voice of the customer or the stakeholder, and who is responsible for defining and prioritizing the requirements for a product or a project. Bringing the requirement to the product owner's attention means that the BA informs and discusses with the product owner about the different preferences or expectations of users regarding MFA for logging in to Salesforce. Bringing the requirement to the product owner's attention is what the BA should do after discovering this difference among users because it helps the BA to align and validate the requirement withthe product owner, and to determine and propose a solution or an alternative for MFA for logging in to Salesforce.
References:https://trailhead.salesforce.com/en/content/learn/modules/salesforce-business-analyst-quick-look/use

NEW QUESTION # 240
The business analyst (BA) at Northern Trail Outfitters is helping to improve the process for handling customer returns using Salesforce. The BA has completed a current state process map to identify areas for improvement.
The BA plans to present ideas for a future state return handling process to the larger project team.
What should the BA present to the team in a way that is relatable and invites discussion, feedback, and ideas?

A. A story using personas to illustrate potential solutions
B. A prototype for a specific business outcome
C. Detailed technical documentation with annotations

Answer: A

Explanation:
Explanation
The best way for the BA to present ideas for a future state return handling process to the team in a way that is relatable and invites discussion, feedback, and ideas is to use a story using personas to illustrate potential solutions. A story is a narrative that describes how a user interacts with a system or process to achieve a specific goal. A persona is a fictional representation of a typical user of a system or process, based on real data and research. Using a story with personas helps to:
Relate to the team: This helps to show how the potential solutions address the real needs and pain points of the users, and how they improve their experience and satisfaction.
Invite discussion, feedback, and ideas: This helps to engage the team in an interactive and collaborative way, and encourage them to share their opinions, suggestions, or concerns about the potential solutions.
References:
https://trailhead.salesforce.com/en/content/learn/modules/business-analysis-user-stories/write-user-stories

NEW QUESTION # 241
Universal Containers has asked a business analyst (BA) to assist the sales management team with a request for a new picklist field called "Lost Reason" on the Opportunity object with the goal of improving pipeline reports. After mapping the managers to the sales leader persona and obtaining feedback from them, the BA has discovered that the managers want to better understand Closed/Lost Opportunities so they can help sales teams close more deals.
Which option should the BA use to construct the user story?

A. As a sales team member, I need additional enablement training and reporting information to help
me improve close rates.
B. As a sales leader, I want to see more details on Closed/Lost Opportunities so I can help the sales team improve close rates.
C. AS a sales leader, I need a new "Closed/Lost Reason" picklist field on Opportunities and better reports to help the sales team improve close rates.

Answer: C

NEW QUESTION # 242
......

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Mike Black Mike Black

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