Question 1

Universal Containers has kicked off a project focused on transforming its customer service department using Service Cloud. During onboarding, the project manager shared the following process maps with the business analyst (BA): Case Creation • Case Triage • Case Assignment • Case Management • Case Closure Which key attributes should the BA look for when reviewing the process maps?

Options :

A : Audiences, scope, inputs, outputs, and resources

B : Cost, timeline, risks, requirements, and opportunities

C : Case sources, types, volumes, priorities, and reasons

Answer: A

Question 2

A new business analyst (BA) wants to follow the correct order of phases in the implementation lifecycle on a Salesforce project. How should the BA approach the project?

Options :

A : Analyze, build, operate, deliver

B : Analyze, build, deliver, operate

C : Analyze, operate, build, deliver

Answer: B

Question 3

Universal Containers (UC) has low adoption rate of its Salesforce solution. UC has hired a new vendor to overhaul its documentation and train) ng process. needs a business analyst to facilitate this transition. Which of set if actions are the most effective business needs from stakeholders?

Options :

A : send surveys to collect feedback; observe end 'Users; whiteboard incoming requests; and store communication in a centralized location

B : Mock up a design; build a prototype; demonstrate functionality to end users; and collect feedback for Changes.

C : Use multiple forms of communication; build trust; show empathy; and get commitment for next

Answer: C

Question 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?

Options :

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.

Answer: A

Question 5

The business analyst (BA) at Cloud Kicks is deep in planning activities for its Commerce Cloud implementation project. The project sponsor asks the team to adjust their efforts due to budgetary constraints. What should the BA do next?

Options :

A : Organize requirements.

B : Validate requirements.

C : Prioritize requirements.

Answer: C