Question 1

Cloud Kicks has decided to implement a case management process through Service Cloud. A business analyst (BA) has been tasked with writing requirements for this new feature. Which process should the BA follow to draft and finalize the requirements?

Options :

A : 1. Review information from the discovery. 2. Ask clarifying questions. 3. Draft requirements. 4. Share requirements with the technical so they can begin building. 5. Create user acceptance criteria and test cases.

B : 1. Review information from the discovery. 2. Draft requirements. 3. Ask clarifying questions. 4. Draft user stories. 5. Share user stories with the technical team so they can begin building.

C : 1. Review information from the 2. Ask clarifying questions. 3. Draft requirements. 4. Refine and confirm requirements. 5. Prioritize which requirements will be included in the minimum viable product

Answer: C

Question 2

Cloud Kicks will launch a new customer experience portal. During discussions with the VP of customer service, a business analyst (BA) recorded the following: • All logins must use multi-factor authentication (MFA). • Portal pages should load within 2 seconds. How should the BA document the items?

Options :

A : functional requirement

B : Non-functional requirement

C : User story

Answer: B

Question 3

The business analyst (BA) at Cloud Kicks is having a hard time documenting a user story to change an existing Opportunity flow for sales users. The architect expressed their concerns to the BA that they lack a comprehensive list of the components that will be affected by the updated flow. Which best practice should the BA follow?

Options :

A : Write the user story without making any assumptions about how it will be implemented or which components are affected.

B : Ask the development team to investigate and document all affected components before the story can be written.

C : Schedule additional discovery sessions with the sales users to understand what will be impacted by the changes

Answer: C

Question 4

The leadership team at Universal Containers (UC) is focused on customer retention. The business analyst (BA) has been asked to implement a new customer for life program on the salesforce platform. Before their can move forward, they need to understand the lifecycle and all of the related interaction that IC has with its customers. Which type of session should the BA perform?

Options :

A : User Acceptance testing

B : Journey Mapping

C : Requirements Gathering

Answer: B

Question 5

Cloud Kicks (CK) wants to enhance the user experience for customer service agents on Service Cloud so they can effectively meet their service-level agreements. CK has a vision for the future state, but needs to understand how to achieve it. A business analyst (BA) has been assigned to help with this goal. Which type of document should the BA use to meet the requirement?

Options :

A : Change management

B : Use case

C : Gap analysis

Answer: C