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Salesforce Certified Business Analyst Sample Questions:

1. The project team at Universal Containers has started to review the existing Salesforce manufacturing solution that has low adoption and a variety of customization including custom objects, custom fields, renamed standard fields.
What should the business analyst recommend to the project team to increase understanding when documenting requirements, process and potential solutions?

A) Use industry terminology and language.
B) Use customer terminology and language.
C) Use Salesforce terminology and language.

2. Northern Trail Outfitters (NTO) is a rapidly growing company that needs to hire a business analyst (BA) to help revamp its sales and support processes. The stakeholder at NTO wants to understand the top skills of a BA and has asked a consultant for more information.
Which BA skills should the consultant recommend to NTO?

A) Information discovery, analysis, synthesis, communication, collaboration, documentation
B) Team leadership, communication, personas, change management, synthesis, legal and compliance issues
C) Requirements writing, communication, creativity, problem-solving, synthesis, project management

3. A new business analyst (BA) Just started working at Northern Trail Outfitters (NTO). The BA has been tasked with Implementing Service Cloud for NTO's Internal support team.
Which information should the BA gather during the Initial discovery meeting?

A) Employee review cycle for the support team
B) Contact information for key stakeholders
C) Limitations of the current support process

4. 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?

A) Current state analysis
B) Object models
C) Use cases

5. Universal Containers has a new client, and the business analyst wants to leverage customer-centric discovery to ensure a successful project outcome.
Which step of this process happens before the first requirements workshop?

A) Know Your Customer
B) Connect With Your Customer
C) Be Your Customer

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