Certified Business Analyst practice test

1. Question 1 · 1

   Cloud Kicks (CK) wants its sales team to use Sales Cloud to decrease its lead conversion time. The business analyst (BA) will analyze and break down CK's typical sales cycle. How can process mapping help the BA get started on this project?

   Choose one answer.

   • It can show the relationship between the steps and actions in the sales cycle to communicate and understand the current state, and to identify areas for improvement.
   • It can model changes in the current customer experience, analyze each change's potential for impact, and help visualize potential improvements in the sales cycle in advance of the solution design.
   • It can display complex ideas in a consistent format, highlight blockers and impediments to help stakeholders quickly assess issues in the sales cycle, and see the project timeline at a glance.

2. Question 2 · 1

   Northern Trail Outfitters has a large Salesforce org with sales, marketing, and billing teams pushing for the development of a large number of items in the backlog. Which management process should the business analyst suggest to help the teams align on their competing priorities?

   Choose one answer.

   • Vision, Values. Methods, Obstacles, and Measures (V2MOM)
   • Business Process Modeling Notation (BPMN)
   • Integrated DEFinition for Process Description Capture Method (IDEF3)

3. Question 3 · 1

   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?

   Choose one answer.

   • Power users and top sales earners
   • Executive sponsors and sales leadership
   • System admin and project manager

4. Question 4 · 1

   New Interns at Universal Containers have been tasked with following a new process to import leads from a spreadsheet into Salesforce. A business analyst Is mapping the process to document the overall lead creation process. What should the process map look like?

   Choose one answer.

   • A somewhat detailed process map that is easy to remember and self- explanatory
   • A very detailed process map that is unambiguous and version controlled
   • A simple process map that is high-level and covers key aspects

5. Question 5 · 1

   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?

   Choose one answer.

   • Acknowledge the feedback, create a new test case that includes the field changes, and assign the test case back to the stakeholder for immediate testing.
   • 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.
   • Acknowledge the feedback, create a new user story that includes the field changes, and ask the stakeholder to update the existing test case to show it was successfully tested.

6. Question 6 · 1

   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?

   Choose one answer.

   • Include the overall perspective for acceptance criteria and the persona's perspective for definition of done.
   • Include the persona's perspective for acceptance criteria and the overall perspective for definition of done.
   • Create one consolidated set of documentation as the two terms are synonymous and used interchangeably.

7. Question 7 · 1

   Northern Trail Outfitters (NTO) plans to significantly grow its workforce and wants to increase the overall security of Its Sales Cloud instance. NTO has previously implemented a complex security solution with organization-wide defaults, criteria-based sharing rules, and dozens of user profiles. NTO has asked a business analyst (BA) for recommendations on how to proceed. Which aspect of a potential solution is most important for a BA to consider?

   Choose one answer.

   • User adoption
   • Scalability
   • System downtime

8. Question 8 · 1

   As part of the digital transformation at Cloud Kicks, company leaders have decided to adopt Service Cloud as its CRM platform for customer service and support. Executive directors are supportive of the initiative, but end users are unconvinced and prefer to remain on the current platform. What should the business analyst do to gam the end users' cooperation?

   Choose one answer.

   • Identity key stakeholders and develop relationships with them as a trusted advisor; involve stakeholders and end users in the design of the new solution; and act as a liaison between business and technical teams.
   • Use an assertive influencing style; demonstrate authority and expertise; outline the project objectives; and make sure end users know that the decision has been made and the time to make changes has passed.
   • Respond to end users with empathy and accommodate their needs; translate the end users' needs into technical requirements; and deliver the project to the developers to implement the solution.

9. Question 9 · 1

   An executive at Cloud Kicks has tasked the internal Salesforce staff with the optimization of a very manual process in its Salesforce org. What should the business analyst do first before a future state is proposed to key stakeholders?

   Choose one answer.

   • Discuss project trade-offs with the executive sponsor.
   • Manage project integrations with the technical team.
   • Hold a kickoff meeting to set expectations with the project team.

10. Question 10 · 1

    A sales manager at Universal Containers (UC) customized all of their list views on the Account object to include a new field. Although they have multiple list views, the sales manager prefers to keep the recently viewed list as their default list. When the manager realizes they are unable to modify the recently viewed list, they reach out to UC's Salesforce team for help. What are the next steps the business analyst should take?

    Choose one answer.

    • Recommend that the user submit a ticket related to the field creation.
    • Document the desired outcome and research the impact of making a change.
    • Research AppExchange solutions that offer customization options.

11. Question 11 · 1

    The business analyst (BA) at Cloud Kicks is managing a project to build a recruiting app for the management and human resources (HR) teams. The HR director wants the app to help the team navigate the hiring process more efficiently. The BA designs a Stakeholder Wheel to better understand all of the people with an interest in the project. Which level of influence should the BA place the HR director on the stakeholder wheel?

    Choose one answer.

    • The Enterprise
    • The Project
    • The Sponsor

12. Question 12 · 1

    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?

    Choose one answer.

    • Detailed user stories with technical documentation about the existing process
    • Collected pain points from people who follow the existing process
    • Annotated process flows with modifications to an existing process

13. Question 13 · 1

    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?

    Choose one answer.

    • Service rep
    • Sales rep
    • Contact

14. Question 14 · 1

    A business analyst (BA) at Northern Trail Outfitters has been asked to explain a sales process improvement idea and collaborate on a plan for implementation. Several sales users in various locations have been identified to participate. Which technique should the BA use to optimize effectiveness and build a shared understanding of the idea and approach?

    Choose one answer.

    • Demo prototype
    • One-on-one meetings
    • Virtual whiteboarding

15. Question 15 · 1

    Cloud Kicks (CK) has expressed concerns about the distribution process for a new line of shoes, because the company consistently misses its targeted delivery dates. CK asks the business analyst (BA) to uncover the issue and propose a business solution. What should the BA do next?

    Choose one answer.

    • Shadow an operations team member at the CK distribution facility.
    • Review future state distribution processes for CK.
    • Explore how retailers similar to CK handle distribution.

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