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Salesforce Certified Business Analyst Sample Questions:

1. Universal Containers is implementing a Salesforce solution that's designed to transform its customer service division. During sprint planning, it was determined that the development team would be able to successfully deliver all remaining work items. However, due to unplanned delays, the development team is now at risk of being unable to complete the work items.

The project manager has asked for the business analyst's (BA) help to prioritize the remaining work items.
The development team has 16 hours of capacity remaining and is focused on launching a minimum viable product (MVP) of the customer service solution as soon as possible.
Which work items should the BA prioritize with the remaining 16 hours of development capacity?

A) US-4007 and US-4009
B) US-4009 and US-4010
C) US-4008 and US-4009

2. 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.

3. Universal Containers (UC) wants to overhaul its Service Cloud implementation and has hired a consulting company to help drive requirements. In an effort to gain more information about the project, the business analyst (BA) has begun to review UC's structure to understand the functions of each department, how departments interact, and who reports to whom within UC.
Which technique is the BA using?

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

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

5. A sales manager at Universal Containers (UC) customized all of their list views on the Account object to include a new field. Although they have multiple list views. The sales manager prefers to keep the recently viewed list as their default list. When the manager realize they are unable to modify the recently viewed list, they reach out to UC's Salesforce team for help?
What are the next steps the business analyst should take?

A) Recommend that the user submit a ticket related to the field creation.
B) Research AppExchange solution that offer customization options.
C) Document the desired outcome and research the impact of making a change.

Solutions: