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Salesforce BA-201 Exam Syllabus Topics:

Salesforce Certified Business Analyst Sample Questions:

1. The finance team is rolling out a new sales process in Sales Cloud for opportunities that are Closed/Won.
After meeting with the team, a business analyst (BA) realizes that several requirements for the new process will need further refinement.
What should the BA use to keep track of changes to the process documents?

A) Business backlog
B) Version control
C) Communication template

2. Which step should a business analyst take to establish credibility and covert empathy with stakeholders during discovery sessions for a new Experience site?

A) Reiterate the project objectives and the KPIs that will be tracked.
B) Describe work with other companies that has solved similar problem.
C) Ensure the workshop schedule consider tome zone and language differences.

3. A business analyst is using storytelling to communicate the vision for a Salesforce solution to business stakeholders.
Which storytelling technique should the BA use in their initial demo of a solution to business stakeholders?

A) Highlight a perspective from testing feedback that identifies bugs and pain points in their business challenges.
B) Give a perspective from a relatable persona that shows the development team can solve their business challenges.
C) Describe a perspective from the business requirements document that addresses architectural concerns based on their business challenges.

4. A business analysis (BA) is creating a business flowchart to review with a customer service team that is using 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 e in the business flowchart?

A) Set limits to the scope that will be documented.
B) Illustrate which fields are integrated with an external system.
C) Capture decision steps and different outcomes.

5. 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) Encourage the project stakeholders to think of various ways to solve cases different before deciding on a specific solution.
C) Produce a gap analysis document that will show the ways the requested solution can solve the limitations of NTO's current system.

Solutions: