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Salesforce Certified Business Analyst Sample Questions:

1. Support managers at Cloud Kicks have received urgent feedback from staff that record pages are slow to respond and users and growing frustrated. The business analyst (BA) has been asked to evaluate to determine which pages are being accessed most frequently and which pages are the slowest to load.
What is the first step the BA should take to help resolve the issue?

A) Create a test plan for each web browser.
B) Confirm steps to reproduce the issue.
C) Update page layouts in production.

2. A business analyst at Universal Containers has begun user acceptance testing for a new Experience Cloud implementation with the project team. A major gap for one of the personas was identified in the documented scenarios.
What went wrong?

A) Failure to include all stakeholders in the requirements gathering process
B) Failure to perform thorough unit testing during the development process
C) Failure to validate the application against the functional requirements

3. Universal Containers (UC) has decided to implement Salesforce and has assigned a business analyst (BA) to write user stories for the project. The BA plans to meet customer to their experience in their own words.
Which type of research should the BA use to elicit user stories from UC's customers?

A) Shadowing
B) Behavioral
C) Interviewing

4. Universal Containers has a Salesforce Knowledge base solution; however support agents have indicated that the system has duplicate knowledge articles. The agents have requested a feature that allows them to compare articles side-by-side and merge the articles. While researching solution option, the business analyst (BA) noticed an idea in the Salesforce IdeaExchage that directly addresses this requirement. The idea is in beta testing and will generally available in the next release.
What should the BA suggest?

A) Ask the Salesforce Account Executive to release the idea early.
B) Ask the development team to build a custom solution based on the idea.
C) Ask the support manager to wait until the idea is released.

5. Northern Trail Outfitters is undergoing a service Cloud implementation and has decided to use the Scrum methodology for the implementation. A business analyst (BA) received an urgent, high-priority change request in the middle of a sprint.
Which step should the BA take next?

A) Add the change request to the prioritized for the next sprint.
B) Begin working on the change request as soon as the team has capacity.
C) De-prioritize some user stories and add the change request to the current sprint.

Solutions: