Practice Free BA-201 Exam Online Questions
Northern Trail Outfitters (NTO) is undergoing a Salesforce implementation for Service Cloud. The busjpess analyst is currency working with the development team as they build features in the sandbox. NTO wants to test these features before the changes are deployed to the production environment.
As part of the Application lifecycle Management (ALM) process, which three development models does Salesforce support?
- A . Change Set Development, Org Development, Package Development
- B . Rapid Application Development, Org Development Package Development
- C . Salesforce DX, Flow Builder, Rapid Application Development
A
Explanation:
The three development models that Salesforce supports as part of Application Lifecycle Management (ALM) process are Change Set Development, Org Development, and Package Development. Change Set Development is a model that uses change sets to deploy metadata changes from one org to another org. Org Development is a model that uses scratch orgs to create and test metadata changes in isolated environments before deploying them to other orgs. Package Development is a model that uses unlocked packages to bundle and distribute metadata changes across orgs as modular applications. Rapid Application Development, Flow Builder, and Salesforce DX are not development models supported by Salesforce as part of ALM process.
Reference:
https://trailhead.salesforce.com/content/learn/modules/salesforce-business-analyst-certification-prep/user-acceptance
https://trailhead.salesforce.com/en/content/learn/modules/application-lifecycle-and-development-models
Northern Trail Outfitters is starting a project to implement Service Cloud for the customer service department.
Which activity should be handled by a business analyst assigned to this project?
- A . Work with Salesforce to purchase the necessary licenses.
- B . Manage existing Salesforce applications and activities.
- C . Understand current business processes and document existing functionality.
C
Explanation:
A business analyst assigned to a Service Cloud project should understand the current business processes and document the existing functionality of the customer service department. This will help them identify the gaps, pain points, and opportunities for improvement. Working with Salesforce to purchase the necessary licenses is a task for the project manager or sponsor. Managing existing Salesforce applications and activities is a task for the administrator or developer.
Reference:
https://trailhead.salesforce.com/content/learn/modules/salesforce-business-analyst-certification-prep/customer-discovery
https://trailhead.salesforce.com/content/learn/modules/salesforce-business-analyst-certification-prep/business-process-mapping
Cloud Kicks (CK) wants to Improve the current business process for moving orders from the warehouse to the customer as part of a Commerce Cloud Implementation. The business analyst would like to gather more Information to create the future state process.
Who is the most appropriate subject matter expert (SME) to confirm the current business process and elicit deeper understanding of CK’s goals, opportunities, and pain points?
- A . Sales manager
- B . Chief financial officer
- C . Supply chain manager
C
Explanation:
The most appropriate subject matter expert (SME) to confirm the current business process and elicit deeper understanding of CK’s goals, opportunities, and pain points is the supply chain manager. The supply chain manager is responsible for overseeing the flow of goods from the warehouse to the customer, and has the most knowledge and insight into the current business process. The supply chain manager can also provide valuable feedback and suggestions for improving the business process and achieving the desired outcomes. The sales manager and the chief financial officer are not directly involved in the business process of moving orders from the warehouse to the customer, and may not have the same level of expertise or interest as the supply chain manager.
Reference: Customer Discovery, Get Started with Salesforce Business Analyst Certification
Prep, Cert Prep: Salesforce Business Analyst
Cloud Kicks (CK) wants to Improve the current business process for moving orders from the warehouse to the customer as part of a Commerce Cloud Implementation. The business analyst would like to gather more Information to create the future state process.
Who is the most appropriate subject matter expert (SME) to confirm the current business process and elicit deeper understanding of CK’s goals, opportunities, and pain points?
- A . Sales manager
- B . Chief financial officer
- C . Supply chain manager
C
Explanation:
The most appropriate subject matter expert (SME) to confirm the current business process and elicit deeper understanding of CK’s goals, opportunities, and pain points is the supply chain manager. The supply chain manager is responsible for overseeing the flow of goods from the warehouse to the customer, and has the most knowledge and insight into the current business process. The supply chain manager can also provide valuable feedback and suggestions for improving the business process and achieving the desired outcomes. The sales manager and the chief financial officer are not directly involved in the business process of moving orders from the warehouse to the customer, and may not have the same level of expertise or interest as the supply chain manager.
Reference: Customer Discovery, Get Started with Salesforce Business Analyst Certification
Prep, Cert Prep: Salesforce Business Analyst
Cloud Kicks (CK) wants to Improve the current business process for moving orders from the warehouse to the customer as part of a Commerce Cloud Implementation. The business analyst would like to gather more Information to create the future state process.
Who is the most appropriate subject matter expert (SME) to confirm the current business process and elicit deeper understanding of CK’s goals, opportunities, and pain points?
- A . Sales manager
- B . Chief financial officer
- C . Supply chain manager
C
Explanation:
The most appropriate subject matter expert (SME) to confirm the current business process and elicit deeper understanding of CK’s goals, opportunities, and pain points is the supply chain manager. The supply chain manager is responsible for overseeing the flow of goods from the warehouse to the customer, and has the most knowledge and insight into the current business process. The supply chain manager can also provide valuable feedback and suggestions for improving the business process and achieving the desired outcomes. The sales manager and the chief financial officer are not directly involved in the business process of moving orders from the warehouse to the customer, and may not have the same level of expertise or interest as the supply chain manager.
Reference: Customer Discovery, Get Started with Salesforce Business Analyst Certification
Prep, Cert Prep: Salesforce Business Analyst
A business analyst (BA) discovers that universal Containers automated case assignments in Service Cloud. UC uses case assignment rules to route cases to predefined team. The UC leadership team wants to improve how cases are routed.
What should the BA recommend to help the resolve a common obstacle?
- A . Minimize case escalations to reduce time to resolution.
- B . Migrate from case assignment riles to Omni-Channel.
- C . Document the current case assignment process.
C
Explanation:
This answer states that migrating from case assignment rules to Omni-Channel is what the BA should recommend to help UC resolve a common obstacle for addressing a recent group of complaints from UC’s service team about automated case assignments in Service Cloud. Case assignment rules are a feature that allows an organization to automatically assign cases to predefined queues or users based on certain criteria, such as case origin, case type, case priority, etc. Omni-Channel is a feature that allows an organization to automatically route work items (such as cases, leads, chats, etc.) to available agents based on their capacity, skills, availability, etc. Migrating from case assignment rules to Omni-Channel is what the BA should recommend to help UC resolve a common obstacle for addressing complaints about automated case assignments in Service Cloud because it helps UC to improve how cases are routed by matching them with the most qualified and available agents, rather than relying on manual intervention or predefined rules.
Reference: https://trailhead.salesforce.com/en/content/learn/modules/service-cloud-agent-productivity/service-cloud-agent-productivity-omni-channel
Which tool is used to create reports, incorporate filters and select the Report Type?
- A . Data Loader
- B . Report Builder
- C . A csv file that will then get imported.
- D . Report Composer
B
Explanation:
Report Builder is the tool used to create reports, incorporate filters and select the Report Type. Data Loader is a tool used to import and export data in Salesforce. A csv file is a file format that can be used to import or export data in Salesforce, but it is not a tool to create reports. Report Composer is not a valid tool in Salesforce.
Reference: https://help.salesforce.com/s/articleView?id=sf.reports_builder_overview.htm&type=5
Which of the following User Management terms is best described by this definition: " Item assigned to a User that determines the functionality that they can access across the Salesforce ecosystem".
- A . Role
- B . User License
- C . Profile
- D . Username
B
Explanation:
User License is the User Management term that is best described by this definition: “Item assigned to a User that determines the functionality that they can access across the Salesforce ecosystem”. Role is a User Management term that controls data visibility and reporting hierarchy within an organization based on users’ positions. Profile is a User Management term that defines what users can do within an organization based on their job function and responsibilities. Username is a User Management term that identifies users when they log in to Salesforce.
Reference: https://help.salesforce.com/s/articleView?id=sf.users_def.htm&type=5
Northern Trail Outfitters is Updating Its customer portal built on Experience Cloud. The team has drafted a user story:
"As a customer, I want to be able to chat with a support agent and view my account, see my orders, and ask questions via the customer port.
What should a business analyst do to improve this user story?
- A . Estimate how long it will take the technical team to complete the story.
- B . Include specific information about potential Salesforce solutions.
- C . Adjust the goal of the user story to be independent.
C
Explanation:
This answer suggests adjusting the goal of the user story to be independent as a way to improve this user story for updating its customer portal built on Experience Cloud. The goal of a user story is what the user or stakeholder wants to accomplish, why they want to accomplish it, and how they will measure success. The goal of a user story should be independent, meaning that it does not depend on or overlap with other user stories. This user story has a goal that is too broad and complex, as it includes multiple features or functionalities (chat with a support agent, view account, see orders, ask questions) in one user story. Adjusting the goal of the user story to be independent can help to break down this user story into smaller and simpler user stories that can be completed in one sprint.
Reference: https://trailhead.salesforce.com/en/content/learn/modules/salesforce-business-analyst-quick-look/use-user-stories-to-capture-requirements
Cloud Kicks is planning to create a new Service Cloud console app for its services team to resolve issues with delayed shipments to customers. The business analyst (BA) wrote the user stories based on a written list of requirements provided by the manager of the services team. Upon stakeholder review with the entire services team, many of the user stories were rejected and the BA had to revise them.
When the BA wrote the initial user stories, what was the likely cause of the issue?
- A . The user stories focused on well-defined personas.
- B . The project team failed to discuss the user stories as a group.
- C . The acceptance criteria of the user stories were too specific.
B
Explanation:
The likely cause of the issue was that the project team failed to discuss the user stories as a group before writing them. This could lead to misunderstandings, misalignment, or missing information among the stakeholders and the business analyst. The best practice for writing user stories is to collaborate with all relevant stakeholders and use techniques such as brainstorming, story mapping, or story splitting to elicit and prioritize user needs. The user stories should also be validated and reviewed by all stakeholders before finalizing them. The user stories focusing on well-defined personas is not a likely cause of the issue because personas are useful tools to represent different types of users and their goals, needs, and pain points. The acceptance criteria of the user stories being too specific is not a likely cause of the issue because acceptance criteria are statements that define how to verify that a user story is completed and meets the user’s expectations.
Reference: 1 https://trailhead.salesforce.com/en/content/learn/modules/salesforce-business-analyst-certification-prep/user-stories