Salesforce Business Analyst 3 Exam - Questions with 100% Correct Answers

Salesforce Business Analyst 3 Exam - Questions with 100% Correct Answers A business analysis (BA) is creating a business flowchart to review with a customer service team that is using Service Cloud. The team is organized by the products and the regions they support. Which step should the BA include in the business flowchart? A. Capture decision steps and different outcomes. B. Illustrate which fields are integrated with an external system. C. Set limits to the scope that will be documented Universal Containers is in the planning phase of a Salesforce project that will transform its retail locations. The implementation team has had a difficult time determining the priorities and requirements of previous projects from people who would be directly impacted by the solution under consideration. Which type of analysis should the business analyst recommend to ensure the implementation team avoids this challenge on the current project? A. Persona analysis B. Enterprise analysis C. Stakeholder analysis Cloud Kicks (CK) needs to integrate the industry standard due-diligence in its sales process to verify customers in Sales Cloud. CK asks the business analyst (BA) to identify which stage in the sales process the industry standard due-diligence should be embedded. What should the BA do to meet the requirement? A. Develop a process map as a base, work with stakeholders to understand the trigger point, and ocate the stage. B. Identify the triggers, locate the stage, and add the standard due-diligence as a subprocess. C. Locate the stage, add the standard due-diligence as a subprocess, and set the trigger point. 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 prototype for a specific business outcome B. Detailed technical documentation with annotations C. A story using personas to illustrate potential solutions Northern Trail Outfitters is implementing Marketing Cloud. Stakeholders are having a difficult time conceptualizing how Marketing Cloud uses insights to create journeys. The Business analyst (BA) has been asked to show stakeholders how it works so the implementation project can move forward. Timelines are two tight to present a demo, and approval from stakeholders is needed soon in order to keep the project on track. What should the BA do to help stakeholders visualize how it will work? A. Create a UPN (Universal Process Notation) diagram. B. Build a capability model. C. Schedule a storyboarding session. 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. SIPOC (Suppliers, Inputs, Process, Outputs, Customers) B. Capability Model C. Value Stream Map Universal Containers is implementing a Salesforce solution that's designed to transform its customer service division. During sprint planning, it was determined that the development team would be able to successfully deliver all remaining work items. However, due to unplanned delays, the development team is now at risk of being unable to complete the work items. The project manager has asked for the business analyst's (BA) help to prioritize the remaining work items. The development team has 16 hours of capacity remaining and is focused on launching a minimum viable product (MVP) of the customer service solution as soon as possible. Which work items should the BA prioritize with the remaining 16 hours of development capacity? A. US-4008 and US-4009 B. US-4007 and US-4009 C. US-4009 and US-4010 Northern Trail Outfitters follows an Agile methodology for its Marketing Cloud projects. The project team creates several types of documents. Which document should a business analyst use to .capture the software and behavioral requirements of the application? A. Scope statement specification B. Functional requirements specification C. System requirements specification The business analyst at Cloud Kicks is beginning to write user stories for its Salesforce implementation. Which three components should-be included when writing a user story? A. Who, what, why B. When, where, why C. Who, when, why Cloud Kicks is planning to create a new Service Cloud console app for its services team to resolve issues with delayed shipments to customers. The business analyst (BA) wrote the user stories based on a written list of requirements provided by the manager of the services team. Upon stakeholder review with the entire services team, many of the user stories were rejected and the BA had to revise them. When the BA wrote the initial user stories, what was the likely cause of the issue? A. The user stories focused on well-defined personas. B. The project team failed to discuss the user stories as a group. C. The acceptance criteria of the user stories were too specific. 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? A. A very detailed process map that is unambiguous and version controlled B. A somewhat detailed process map that is easy to remember and self- explanatory C. A simple process map that is high-level and covers key aspects Universal Containers is developing a new case management solution in Salesforce. The business analyst has started writing user stories to capture feature needs. One user story is: The customer care representative wants to take ownership of new cases and communicate with customers so they can provide high-touch customer experiences." Which component of the user story is "provide high-touch customer experiences?" A. Where B. Why C. Assumption A business analyst captures the following acceptance criteria for a user story about case reassignment in Service Cloud. • A service manager can Click a Reassign button that changes the owner field of the case. • A service manager is able to reassign cases-as part of the mobile experience. • Reassignment functionality can be used on cases that have been auto-reassigned. • Service reps are unable to reassign cases. Which mistake was made? A. The criteria are aligned with the user's goal. B. The criteria include solution information. C. The criteria are small and testable The business analyst at Universal Containers is writing users stories to support the Salesforce implementation for the sales operations division. There is a request for visibility into sales rep' pipeline so that can see their revenue. Which missing component is necessary to finish this user story? A. Who B. Why C. When Cloud Kicks has assembled a new product team to launch a brand ambassador partner portal in Experience Cloud. The team is debating various ways to document the requirements. The business analyst recommends writing user stories within the Agile methodology. What is the benefit of creating user stories when documenting project requirements? A. User stories provide specific details about a product early in the development lifecycle. B. User stones decrease the need for collaboration within a product team throughout the project. C. User stones translate requirements in a way that shows a product's value to the end user A business analyst (BA) is in the process of documenting requirements. The BA wrote the following user story: "As a sales team manager, I want the ability to access reports on Sales Cloud to evaluate if the team's daily activities are meeting the set goals.'' Which acceptance criteria is most appropriate for this user story? A. Able to monitor the sales team's performance B. Able to click the Run button on sales reports C. Able to view the sales team's reports The Cloud Kicks admin is getting ready to release a record-triggered flow that auto-generates Renewal Opportunity Order Line Items once an Opportunity is Closed/Won for a sales team user story. During user acceptance testing, what should the business analyst do to ensure the solution fulfills the needs of the sales team?