A Salesforce business analyst is preparing to discover requirements for a new Service Cloud rollout. Who should be classified as a primary stakeholder?
Sf Ba Customer Discovery
Question · Easy
During customer discovery, which technique is BEST for understanding how a service rep actually performs work, including the workarounds they use?
Chapter 1: Introduction to Salesforce Business Analysis & Exam Overview
1.1 Exam Structure, Blueprint & Certification Logistics
Study guide
A BA is documenting the current state for an Order-to-Cash process. What is the primary purpose of capturing the current state before designing the future state?
Tech Exam Prep Podcast
Listen on Spotify
Podcast
A stakeholder analysis grid plots stakeholders along which two axes most useful for engagement planning?
Question · Medium
A BA is interviewing the VP of Sales. The VP only has 30 minutes. Which interview style is MOST appropriate?
Which stakeholder discovery output BEST helps a BA decide which stakeholders need detailed weekly engagement vs only periodic updates?
1.2 The Salesforce Business Analyst Role Across the Project Lifecycle
A BA hears two business stakeholders contradict each other about how a return should be processed. What should the BA do FIRST?
Which artifact BEST captures the difference between how work happens today and how it should happen after a Salesforce implementation?
A discovery workshop has 25 participants from many departments and limited time. Which technique helps converge a large group on the highest-impact pain points?
A stakeholder says, 'Just build something fast and we'll figure out requirements later.' What is the BA's MOST appropriate response?
Question · Hard
1.3 Core Salesforce Platform Capabilities for Business Analysts
A BA is comparing two interview transcripts and finds that the same step is described differently. Which discovery practice helps reconcile this?
Which question style is BEST during early discovery interviews?
A discovery readout to executives should focus PRIMARILY on what?
Which discovery output is the foundation for a future-state Salesforce solution recommendation?
Chapter 2: Customer Discovery & Strategic Alignment
2.1 Aligning Business Strategy, Goals, Initiatives & Project Scope
A BA discovers that Sales and Service describe the same customer status with different names. What should the BA do?
What MOST distinguishes a high-quality 'jobs-to-be-done' style discovery question from a generic feature question?
A BA prepares a discovery summary that includes 'as-is process,' 'pain points,' 'business outcomes,' and 'success metrics.' Which item is MOST often missed by junior BAs?
In a RACI matrix, which letter indicates the SINGLE person ultimately answerable for the outcome of a task?
Sf Ba Collaboration With Stakeholders
2.2 Current State Analysis & Existing System Evaluation
A RACI row has three people marked Accountable. What is the MOST likely problem?
Which artifact specifies WHO gets WHAT information, HOW often, and through WHICH channel during a Salesforce project?
A weekly status report to executives should LEAD with which item?
A BA needs the Sales VP and the Service VP to agree on a shared lead-handoff definition. Which approach BEST promotes shared ownership?
2.3 Discovery Elicitation: Contextual Inquiry, Shadowing & Journey Mapping
Which is a sign that a project's communications plan is BREAKING DOWN?
Which RACI assignment is appropriate for the project sponsor on a 'go/no-go for production deployment' decision?
A change communication for end users about a new Service Cloud queue model should PRIMARILY answer which question?
A developer is marked as Responsible for a configuration task. Who should also typically be marked on that row?
Chapter 3: Stakeholder Engagement & Discovery Workshops
3.1 Stakeholder Identification, Personas & Trusted Advisor Relationship
A status report shows the project at Yellow due to a known integration risk. The PM wants to mark it Green to avoid 'noise' with executives. What should the BA recommend?
Which audience-channel pairing is MOST appropriate?
A BA notices that two stakeholders publicly disagree in every meeting. Which conflict-resolution step should the BA take FIRST?
An executive sponsor wants 'just a quick weekly text message' as their only update channel. What is the BEST BA response?
3.2 Planning & Facilitating Discovery Workshops and JAD Sessions
Which statement BEST reflects a BA's collaboration role with the development team?
Decision log entries should ALWAYS include which fields?
A BA receives a list of new asks from one stakeholder mid-sprint. What is the MOST appropriate response?
A BA must coordinate among Sales, Service, IT, and a Finance integration vendor. Which is the MOST useful 'one-page' BA artifact for keeping everyone aligned?
3.3 RACI Matrices & Project Governance Roles
A BA notices that the Service VP often vetoes decisions made in working sessions she did not attend. What should the BA recommend?
Which is a recognized BUSINESS process modeling notation widely used by BAs?
Sf Ba Business Process Mapping
What does a swim lane in a process diagram represent?
A BA wants to highlight WAIT TIME between steps in a Lead-to-Cash process. Which technique is MOST appropriate?
Loading more…