Practice Free BA-201 Exam Online Questions
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.
A
Explanation:
The step that the BA should include in the business flowchart is to capture decision steps and different outcomes. Decision steps are points in the process where a choice or condition needs to be evaluated, and different outcomes are possible depending on the result of the evaluation. Capturing decision steps and different outcomes helps to show the logic and flow of the process, and account for different scenarios or exceptions that may occur. The other options are either irrelevant or incomplete.
Option B does not relate to the business flowchart, but rather to the data model or integration design.
Option C does not specify what limits to set or how to document them.
Reference: https://trailhead.salesforce.com/en/content/learn/modules/business-analysis-process-mapping/create-a-process-map
When customers have had an issue making an online purchase on the Northern Trail Outfitters (NTO) website, they submitted feedback about the quality of the service provided by the support team. MTO has listened to its customers and wants to make improvements.
How should the business analyst guide the conversation with stakeholders to identify meaningful process improvements?
- A . Analyze CSAT numbers with stakeholders to identify major pain points.
- B . Facilitate workshops with stakeholders to understand priorities.
- C . Review support team feedback survey results with stakeholders.
B
Explanation:
Facilitating workshops is the best way to guide conversations and identify meaningful process improvements:
Stakeholder Engagement: Workshops bring together diverse perspectives, enabling stakeholders to share insights and prioritize issues based on their impact and feasibility.
Interactive Problem-Solving: Salesforce’s business analysis methodology recommends workshops as an effective way to identify root causes and collaboratively develop solutions.
Prioritization: The collaborative format helps stakeholders focus on key pain points and align on process improvements that deliver the most significant value.
A business analyst (BA) at Northern Trail Outfitters is assigned to a project to help revamp the case management process. The BA has gathered requirements and finished the first draft of user stories.
What should the BA use to assess the quality of a user story?
- A . INVEST checklist
- B . Numerical framework
- C . Gap analysis document
A
Explanation:
This answer states that using the INVEST checklist is what the BA should use to assess the quality of a user story for developing a solution to help the marketing department manage leads in Sales Cloud at UC. The INVEST checklist is a set of criteria that helps to evaluate if a user story is well-written and well-defined. The INVEST checklist stands for Independent, Negotiable, Valuable, Estimable, Small, and Testable. Independent means that the user story can be developed and delivered without depending on or affecting other user stories. Negotiable means that the user story can be modified or refined based on feedback or changes in requirements. Valuable means that the user story provides a clear benefit or outcome to the user or the stakeholder. Estimable means that the user story can be estimated in terms of time, effort, or resources needed to complete it. Small means that the user story can be delivered within a short time frame or iteration. Testable means that the user story can be verified or measured against acceptance criteria or tests. Using the INVEST checklist is what the BA should use to assess the quality of a user story because it helps the BA to ensure that the user story is clear, concise, consistent, and complete.
Reference: https://trailhead.salesforce.com/en/content/learn/modules/salesforce-business-analyst-quick-look/use-user-stories-to-capture-requirements
A group of business analysts (BA) at Universal Containers have been working with different teams of stakeholders on eliciting requirements for a new Salesforce app. The BAs have gathered and documented all of the information in a central location. Upon review of the requirements, the BAs discovered that changes made to the documentation were overwritten by each other, and they will
lose time recapturing them.
What should the BAs do differently to prevent this error from happening?
- A . Each BA should use their own separate documentation.
- B . Each BA should enter their business needs in a shared spreadsheet,
- C . Each BA should use a shared system that has version control.
C
Explanation:
The business analysts should use a shared system that has version control to prevent this error from happening. Version control is a feature that allows users to track and manage changes made to documents or files over time. Version control helps to avoid overwriting or losing previous versions of documents or files by creating backups or snapshots of each change. Version control also helps to compare different versions of documents or files and resolve any conflicts or discrepancies.
Reference: https://trailhead.salesforce.com/content/learn/modules/salesforce-business-analyst-certification-prep/collaboration-with-stakeholders
The Salesforce delivery team at Cloud Kicks consistently has user stories that developers start but are unable to complete during each sprint. During the most recent retrospective, the development team expressed that they are running out of time to complete the stories. The team used the INVEST checklist to diagnose why these stories are incomplete at the end of the sprint.
Which checklist item is the most likely reason why the stories are incomplete at the close of the sprint?
- A . Negotiable
- B . Valuable
- C . Small
C
Explanation:
The checklist item that is the most likely reason why the stories are incomplete at the close of the sprint is small. Small means that a user story should be simple and concise, and it should be able to be completed within a single sprint by a single developer or a small team. A user story that is too large or complex may be difficult to estimate, prioritize, test, or deliver within the sprint timeframe. A user story that is too small may be trivial, redundant, or irrelevant to the project goals. A user story that is not small enough may need to be broken down into smaller and more manageable chunks.
Reference: https://trailhead.salesforce.com/content/learn/modules/user-story-creation/write-user-stories
Universal Containers is nearing the launch date for its new Salesforce Loyalty Management program. The business analyst (BA) has ensured the user acceptance testing (UAT) plan has the proper test scripts.
What is another important item the BA should look for in the UAT plan?
- A . Estimated cost
- B . Timelines
- C . Process maps
B
Explanation:
Another important item that the BA should look for in the UAT plan is timelines. Timelines are schedules that specify when each testing activity or task should start and end, and who is responsible for completing them. Timelines help to ensure that testing is conducted in an efficient and timely manner, avoid delays or conflicts in testing resources or availability, and meet the project deadlines and expectations. The other options are either irrelevant or incomplete.
Option A does not relate to the UAT plan, but rather to the project budget or scope.
Option C does not specify what process maps are needed or how they are used in testing.
Reference: https://trailhead.salesforce.com/en/content/learn/modules/business-analysis-testing/plan-user-acceptance-testing
A business analyst (BA) Is coordinating a User Acceptance Testing (UAT) session focused on Service Cloud enhancements.
Which resource Is critical for the BA to include in UAT?
- A . Support agents
- B . System developers
- C . Quality assurance testers
A
Explanation:
Support agents are critical for the BA to include in UAT because they are the end users of the Service Cloud enhancements and can validate whether the solution meets their needs and expectations. System developers and quality assurance testers are important for the development and testing phases, but they are not essential for UAT, which is focused on the business requirements and user feedback.
Reference: Learn About User Acceptance Testing Unit, [User Acceptance Testing Strategies for Large Data Volume Scenarios], [Role of the BA in User Acceptance Testing]
A business analyst (BA) Is coordinating a User Acceptance Testing (UAT) session focused on Service Cloud enhancements.
Which resource Is critical for the BA to include in UAT?
- A . Support agents
- B . System developers
- C . Quality assurance testers
A
Explanation:
Support agents are critical for the BA to include in UAT because they are the end users of the Service Cloud enhancements and can validate whether the solution meets their needs and expectations. System developers and quality assurance testers are important for the development and testing phases, but they are not essential for UAT, which is focused on the business requirements and user feedback.
Reference: Learn About User Acceptance Testing Unit, [User Acceptance Testing Strategies for Large Data Volume Scenarios], [Role of the BA in User Acceptance Testing]
Northern Trail Outfitters is implementing Marketing Cloud. Stakeholders are having a difficult time conceptualizing how Marketing Cloud uses insights to create journeys. The Business analyst (BA) has been asked to show stakeholders how it works so the implementation project can move forward. Timelines are two tight to present a demo, and approval from stakeholders is needed soon in order to keep the project on track.
What should the BA do to help stakeholders visualize how it will work?
- A . Create a UPN (Universal Process Notation) diagram.
- B . Build a capability model.
- C . Schedule a storyboarding session.
C
Explanation:
This answer states that scheduling a storyboarding session is what the BA should do to help stakeholders visualize how Marketing Cloud uses insights to create journeys, when timelines are too tight to present a demo, and approval from stakeholders is needed soon in order to keep the project on track. A storyboarding session is a technique that involves creating and presenting a series of sketches or images that illustrate how a user interacts with a system or a feature. A storyboarding session can help the BA to show stakeholders how Marketing Cloud uses insights to create journeys by depicting the steps, actions, and outcomes of the process in a visual and engaging way. A storyboarding session can also help the BA to elicit feedback, validate requirements, and obtain approval from stakeholders in a timely manner.
A business analyst (BA) is working on a request from a sales leader at Universal Containers. The sales leader has noticed the quality of information on new leads has declined recently. After completing their initial research, the BA concludes that the Salesforce lead intake form needs to be updated to include only essential information. Since several sales teams use the intake form, the BA must get alignment from all of the groups.
How does whiteboarding help the BA collaborate with multiple stakeholders?
- A . It provides a script to follow with suggested questions and prompts, identifies exactly what each group needs in order to be successful, and the final version acts as the business requirements document.
- B . It builds a shared understanding of the current state, creates a space for everyone to contribute since the activity feels shared, and guides the conversation while maintaining engagement.
- C . It provides a single document in a central location for stakeholders to contribute, allowing each group to provide feedback on their own, instead of requiring everyone to meet and discuss together.
B
Explanation:
Whiteboarding is a technique that involves using a whiteboard or a similar tool to visually represent a process, problem, or solution. Whiteboarding helps the BA collaborate with multiple stakeholders by building a shared understanding of the current state, creating a space for everyone to contribute since the activity feels shared, and guiding the conversation while maintaining engagement.
Whiteboarding also helps to identify issues, gaps, opportunities, and dependencies in the process, and to generate ideas and feedback from stakeholders.
Reference: https://trailhead.salesforce.com/en/content/learn/modules/business-analysis-process-mapping/plan-and-facilitate-a-process-mapping-session