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Salesforce Certified Business Analyst Sample Questions:

1. Cloud Kicks (CK) faces challenges with accurate reporting and metrics to use when CK schedules service agent shifts. The VP of service is unsure how the challenges can be solved in Salesforce.
Which analysis should a business analyst perform?

A) Enterprise Analyst
B) Strategy Analysis
C) Stakeholder Analysis

2. 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) Why
B) Assumption
C) Where

3. The Salesforce delivery team at Cloud Kicks consistently has user stories that developers start but are unable to complete during each sprint. During the most recent retrospective, the development team expressed that they are running out of time to complete the stories. The team used the INVEST checklist to diagnose why these stories are incomplete at the end of the sprint.
Which checklist item is the most likely reason why the stories are incomplete at the close of the sprint?

A) Negotiable
B) Valuable
C) Small

4. Universal Containers (UC) stores information about its containers in the standard Salesforce Product object.
UC deals with data integrity issues, such as the Container Color field fails to update on all containers when the color is updated on a Container Product Line. The project owner mentioned that a previous consultant recommended that UC move to a more normalized data model to represent its containers.
What should the business analyst review to learn more about the previous consultant's recommendation?

A) Entity Relationship Diagram (ERD)
B) Change request logs
C) System requirements specification

5. 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?

A) Acknowledge the feedback, create a new user Story that includes the field changes, and ask the stakeholder to update the existing tat case to show it was successfully tested.
B) Acknowledge the feedback, create a new test case that includes the field changes, and assign the test case hack to the stakeholder far immediate testing.
C) 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.

Solutions: