Question 1

The business analyst (BA) at Northern Trail Outfitters is getting ready to kick off a new Service Cloud project with the retail division to turn on the Web-to-Case functionality. The BA wants to better understand business processes so they can accurately scope the project. Which type of documentation should the BA utilize?

Options :

A : Current state analysis

B : Object models

C : Use cases

Answer: A

Question 2

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 3

The business analyst at Universal Containers has been asked to train the client on how to write effective user stories with acceptance criteria. The client provided this sample story. User Story: As a customer service agent, I need the ability to close support tickets. Acceptance Criteria: 1. When viewing an open support ticket, a "Close Ticket" action is available. 2. When closing a support ticket, the agent is required to enter a "Close Reason". 3. After completing the close action, the status of the support ticket is set to "Closed". What can be done to improve this user story?

Options :

A : Update the acceptance criteria to describe the technical solution.

B : Update the user story to describe why the functionality is needed.

C : Update the perspective of the user story and acceptance criteria.

Answer: B

Question 4

The product owner at Cloud Kicks wants to know which user stories fail user acceptance testing (UAT) and the potential impact on other successful use stories. Currently, user stories are stored in a shared spreadsheet. What should a business analyst recommend to ensure UAT result are document security.

Options :

A : Give all stakeholder the ability to edit the shared spreadsheet.

B : Ask each tester to admit share spreadsheet.

C : Enable history y in the shared spreadsheet.

Answer: C

Question 5

Universal Containers has several independent Salesforce projects this quarter involving shared objects and a complex deployment process managed by a DevOps team. While smoke testing the shared user acceptance testing (UAT) environment, the business analyst (BA) noticed that one of the minor changes to the Account to the Account page layout for the project is missing. The client is eager to begin its UAT. What should the BA do to address the issue?

Options :

A : Make the page layout change directly in UAT so the client can begin testing.

B : Log a defect for the page layout change and discuss it with the DevOps team.

C : Ask the project manager to reschedule UAT until after the defect is resolved

Answer: B

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