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Salesforce Certified Business Analyst Sample Questions:

1. Universal Containers has kicked off a project focused on transforming its customer service department using Service Cloud. During onboarding, the project manager shared the following process maps with the business analyst (BA):
Case Creation
* Case Triage
* Case Assignment
* Case Management
* Case Closure
Which key attributes should the BA look for when reviewing the process maps?

A) Case sources, types, volumes, priorities, and reasons
B) Audiences, scope, inputs, outputs, and resources
C) Cost, timeline, risks, requirements, and opportunities

2. Universal Container (CU) has brought in a business analyst to help implement an expensive AppExchange product in its Salesforce org to optimize the sales pipeline. The BA is free to speak to anyone at UC to gather the information they need to ensure success. The BA decides to speak to the stakeholders who are most impacted.
Which key stakeholder should the BA speak to first?

A) IT leaders
B) Sales Users
C) VP of sales

3. A business analyst (BA) at Northern Trail Outfitters (NTO) is assigned to a project to help revamp n process.
The current process used by the sales team is different than the process outlined in NTO's documentation.
Which step should the BA take first?

A) Create an Entity Relationship Diagram (ERD) of the current state.
B) Meet with stakeholders as a group to capture future requirements.
C) Meet with stakeholders as a group to understand the current state.

4. Universal Containers is focused on an initiative to streamline its channel management processes. Due to the level of complexity, the business analyst (BA) will gather and document the key points in preparation to build a more detailed process map.
Which diagram should the BA use in this case?

A) Capability Model
B) SIPOC (Suppliers, Inputs, Process, Outputs, Customers)
C) Value Stream Map

5. As a part of discovery, the business analyst (BA) at Universal Containers is trying to understand how Salesforce was implemented.
What should the BA utilize to help uncover any technical constraints or potential problems in a Salesforce implementation?

A) Salesforce Optimizer
B) Reports and Dashboards
C) Setup Audit Trail

Solutions: