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Salesforce Certified Business Analyst Sample Questions:

1. 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?

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.

2. Universal Containers uses Kanban to complete its Salesforce development. In the middle of a sprint, the sales manager submits an important item to the team.
What should the business analyst do next?

A) Ask the team to pivot and complete the work immediately.
B) Ask the team to commit to the work for the next sprint.
C) Ask the team to reprioritize the backlog and work on the item at the top.

3. 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 m the middle of a sprint.
Which step should the BA take next?

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

4. Universal Containers recently kicked off a project to build an Experience Cloud solution for partners. Partners need to upload their monthly sales reports to this account portal.
Which option should the business analyst use as the functional requirement specification?

A) The portal should allow for partners to access monthly sales reports.
B) The portal should allow for partners to upload monthly sales reports.
C) Partners need to submit monthly sales reports.

5. Cloud Kicks (CK) faces challenges with accurate reporting and metrics to use when CK schedules service agent shifts. The VP of service is unsure how the challenges can be solved in Salesforce.
Which analysis should a business analyst perform?

A) Strategy Analysis
B) Stakeholder Analysis
C) Enterprise Analyst

Solutions: