CERTIFIED-BUSINESS-ANALYST Online Practice Questions and Answers

Universal Containers just rolled out a new sales methodology and process. A month after the initial training, the manager has noticed some reps have a large number of overdue tasks. The manager is unsure if it's a learning curve or a system issue and has asked the business analyst (BA) to determine the cause and recommend a solution.

Which method should the BA use to start collecting data?

A. Brainstorming and prototyping

B. Observation and interviewing

C. focus groups and workshops

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?

A. Sales rep

B. Contact

C. Service rep

Which tool is used to create reports, incorporate filters and select the Report Type?

A. Data Loader

B. Report Builder

C. A csv file that will then get imported.

D. Report Composer

Over the past month, a business analyst (BA) has worked with various stakeholders at Cloud Kicks to document requirements for an upcoming Tableau implementation. A stakeholder suggested a revision to the requirements. The BA sent the updated requirements to the stakeholders and they signed off.

Where should the BA track this milestone?

A. Statement of work

B. Change log

C. Sprint plan

Of the following Locale Settings, select which one CANNOT be selected when creating a new user.

A. Time Zone

B. Language

C. Working Hours

D. Locale

Universal Containers is working to improve Salesforce adoption. Customer reps are utilizing many Salesforce features in the org, but sales reps are still relying on their personal spreadsheets. What should the business analyst do to better understand the sales reps process in order increase Salesforce adoption?

A. Host Focus group, conduct surveys, and shadow the sales reps to observe the tools they use and how the use them.

B. Run reports based on usage to see where the sales reps are spending the majority of their time in Salesforce.

C. Arrange for the sales reps to collaborate with customer service reps to learn service reps interact with Salesforce.

Northern Trail Outfitters (NTO) has noticed that many customers are posting to social media about issues they are having with a new product. The services team is looking for easy ways to engage with these customers and resolve their complaints. During the first discovery meeting of the project, the business analyst (BA) hears that the VP of services and support wants to implement Omni-Channel for NTO's Service Cloud.

What should the BA do first to ensure the ongoing success of the project?

A. Configure a proof-of-concept demo within a sandbox environment to show the pros and cons of the requested solution.

B. Produce a gap analysis document that will show the ways the requested solution can solve the limitations of NTO's current system.

C. Encourage the project stakeholders to think of various ways to solve cases different before deciding on a specific solution.

Northern Trail Outfitters is Updating Its customer portal built on Experience Cloud. The team has drafted a user story:

"As a customer, I want to be able to chat with a support agent and view my account, see my orders, and ask questions via the customer port."

What should a business analyst do to improve this user story?

A. Estimate how long it will take the technical team to complete the story.

B. Include specific information about potential Salesforce solutions.

C. Adjust the goal of the user story to be independent.

Management at Cloud Kicks has asked a business analyst (BA) to gain alignment from a group of people to determine what is in scope and out of scope on a Salesforce project. Which group should the BA include early in the scoping process?

A. Personas

B. Stakeholders

C. Scrum team

Cloud Kicks is creating a new lead conversion process in Sales Cloud. During a recent sprint, the business analyst created user stories related to the Opportunity object. Test scripts were created for the lead conversion process. All of the test scripts passed and the new functionality was deployed. After deployment, end users reported error messages when manually creating new Opportunities.

Which area of user acceptance testing (UAT) was overlooked''

A. Functionality on interconnected objects should be part of UAT.

B. Several teams should be part of UAT to represent multiple viewpoints.

C. End users who are experts in that functionality should participate in UAT.