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Salesforce Certified Business Analyst Sample Questions:

1. A business analyst (BA) at Northern Trail Outfitters was asked to create a new user story for a Sales Cloud update requested by the inside sales team. The BA created the following story:
"As a user, I need visibility to customers' purchase history details so I can increase efficiencies and improve closure rates by better tailoring sales offerings." Which mistake did the BA make when creating this story?

A) The goal is undefined.
B) The persona is undefined.
C) The need is undefined.

2. Universal Containers is currently doing user acceptance testing for a global customer service project that leverages Service Cloud. A stakeholder is executing a test case for a specific user story. The stakeholder has provided this feedback:
* The functionality described in the test case is working as expected.
* The stakeholder wants to change the label of several fields described in the test case.
* The stakeholder wants to add two new fields that were excluded from the test case.
Which step should the business analyst take next?

A) Acknowledge the feedback, update the existing user story to include the field changes, and assign the user story back to the technical team for immediate development.
B) Acknowledge the feedback, create a new test case that includes the field changes, and assign the test case hack to the stakeholder far immediate testing.
C) Acknowledge the feedback, create a new user Story that includes the field changes, and ask the stakeholder to update the existing tat case to show it was successfully tested.

3. 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) Set up users for training.
B) Create user training materials.
C) Conduct user training.

4. Northern Trail Outfitters is setting up a new team to support an implementation of Service Cloud and is considering which workflow to use.
In which scenario should he business analyst recommend Kanban?

A) Work is predictable but sometimes lacks sufficient planning.
B) Work is generally project-based and can be broken into smaller pieces.
C) Work includes platform support requiring immediate outage handling.

5. A business analyst (BA) is preparing for user acceptance testing for case management scenarios in Service Cloud.
What should the BA do to help prevent gaps from being discovered after go live?

A) Streamline testing by limiting the number of testers involved.
B) Write test scripts that reflect real life and cover the requirements.
C) Focus more on happy path testing and less on edge case testing.

Solutions: