Practice Free BA-201 Exam Online Questions
Universal Containers is beginning a Commerce Cloud project with a new client. The business analyst (BA) wants to leverage customer centric discovery to ensure a successful project outcome.
How can the BA put this into action before the first requirements workshop?
- A . Navigate the client’s online purchasing process.
- B . Research the background of the client’s Salesforce team.
- C . Develop preliminary technical specifications.
A
Explanation:
Customer-centric discovery aims to understand the client’s current processes and pain points from the customer’s perspective:
Experience Perspective: By navigating the online purchasing process, the BA gains firsthand insight into the client’s existing customer journey, a fundamental step in Salesforce Commerce Cloud projects to identify gaps and improvement areas.
Preparation for Workshops: Salesforce Business Analysts are encouraged to come to workshops with contextual understanding of the business processes, aligning directly with project goals.
Focus on Outcomes: Engaging with the client’s purchasing process ensures the BA aligns the Commerce Cloud solution with the customer’s needs and expectations, critical for a successful implementation.
From where can an Admin unlock a user?
- A . Setup > Locked Users > Unlock
- B . Users > Select user > Unlock
- C . Setup > Object Manager > Users > Select User > Unlock
- D . Users > Logins > Unlock Users
B
Explanation:
An Admin can unlock a user from Users > Select user > Unlock. This is the standard way to unlock a user who has been locked out due to incorrect password attempts or other reasons. Setup > Locked Users > Unlock, Setup > Object Manager > Users > Select User > Unlock, and Users > Logins > Unlock Users are not valid ways to unlock a user in Salesforce.
Reference: https://help.salesforce.com/s/articleView?id=sf.users_unlock.htm&type=5
Universal Containers in rolling out Sales Cloud for the contract renewals team. The team has expressed resistance to learning another platform and changing their processes. The business analyst (BA) shows them a video case study of a contract renewals team at another company that successfully adopted Sales Cloud, which shortened it’s time to close and increased its close rate by 30%.
Which influencing style is the BA using?
- A . Accommodating
- B . Collaborative
- C . inspiring
C
Explanation:
The influencing style that the BA is using is inspiring. Inspiring is a style that appeals to the emotions and values of the stakeholders, and motivates them to achieve a shared vision or goal. The BA is using an inspiring style by showing them a video case study of a contract renewals team at another company that successfully adopted Sales Cloud, which shortened its time to close and increased its close rate by 30%. This helps to create a positive and aspirational image of what Sales Cloud can do for them, and encourages them to overcome their resistance and embrace the change.
Reference: https://trailhead.salesforce.com/en/content/learn/modules/business-analysis-stakeholder-management/influence-stakeholders
Northern Trail Outfitters (NTO) is working with an implementation partner to transform its customer support team with Service Cloud. A new business analyst (BA) who is a replacement from the partner was introduced to NTO stakeholders during the discovery phase of the project. The new BA is still getting to know each of the stakeholders when they start the requirements workshop. The BA asks a stakeholder a discovery question and they seem irritated.
What should the BA do to build trust with the stakeholder as the project continues?
- A . Set up a casual meeting to create a personal connection with the stakeholder.
- B . Reset project expectations at the next meeting with the stakeholder.
- C . Ask an executive sponsor to address the stakeholder’s concerns.
A
Explanation:
The business analyst should set up a casual meeting to create a personal connection with the stakeholder to build trust with them as the project continues. A casual meeting is an informal conversation that allows the business analyst and the stakeholder to get to know each other better, share their backgrounds and interests, and establish rapport and empathy. A casual meeting can help to ease any tension or frustration that may have arisen during the discovery session, as well as show respect and appreciation for the stakeholder’s input and feedback.
Reference: https://trailhead.salesforce.com/content/learn/modules/salesforce-business-analyst-certification-prep/stakeholder-management
Universal Containers wants to streamline a complex business process. The business analyst (BA) assigned to the Service Cloud project is creating a business process map of the existing process. The BA is having difficulty documenting the process because there is disagreement among the stakeholders about the steps that are being followed.
Which recommendation should the BA make to help the stakeholders reach agreement about the process?
- A . Refer to the Responsible, Accountable, Consulted, informed (RACI) chart to determine who is accountable.
- B . Focus on the inputs and outcomes of the current process
- C . Brainstorm ideas to make the process more efficient.
B
Explanation:
This answer suggests focusing on the inputs and outcomes of the current process as a recommendation that the BA should make to help the stakeholders reach agreement about the process after creating a business process map of the existing process for streamlining a complex business process at Universal Containers. Inputs are the resources or information that are needed to start or perform a process. Outcomes are the results or outputs that are produced or delivered by a process. Focusing on the inputs and outcomes of the current process can help the BA to identify and align what is required and expected from each stakeholder involved in the process, and to resolve any discrepancies or conflicts among them.
Reference: https://trailhead.salesforce.com/en/content/learn/modules/salesforce-business-analyst-quick-look/use-process-mapping-to-understand-your-business
The VP of sales at Clod Kicks wants to streamline the lead qualification process to improve the team’s productivity and help them reach their target goals.
A business analyst (BA) has been assigned to the project to identify the disconnect between the sales and marketing teams’ definition of a qualified lead?
What should the BA focus on?
- A . Mapping historical leas data from each team and building charts to highlight similarities
- B . Evaluating team’ skill and experience to determine how they can better align.
- C . Scheduling and all-day collaboration workshop with both team to resolve their differences
C
Explanation:
The business analyst should focus on scheduling an all-day collaboration workshop with both teams to resolve their differences around contact management for a new Salesforce implementation. A collaboration workshop is a technique to bring together different stakeholders to share information, discuss issues, generate ideas, make decisions, or reach consensus on a topic or problem. Scheduling an all-day collaboration workshop with both teams can help identify their needs, expectations, pain points, goals, and priorities around contact management and find common ground or alignment among them. Mapping historical lead data from each team and building charts to highlight similarities is not a good option because it would not address the disconnect between the sales and marketing teams’ definition of a qualified lead, which is related to contact management, not lead management. Evaluating team’ skill and experience to determine how they can better align is not a good option because it would not address the disconnect between the sales and marketing teams’ definition of a qualified lead, which is related to contact management, not skill or experience.
Reference: 1 https://trailhead.salesforce.com/en/content/learn/modules/salesforce-business-analyst-certification-prep/collaborate-with-stakeholders
Universal Containers just rolled out a new sales methodology and process. A month after the initial training, the manager has noticed some reps have a large number of overdue tasks. The manager is unsure if it’s a learning curve or a system issue and has asked the business analyst (BA) to determine the cause and recommend a solution.
Which method should the BA use to start collecting data?
- A . Brainstorming and prototyping
- B . Observation and interviewing
- C . focus groups and workshops
B
Explanation:
This answer suggests observation and interviewing as methods to collect data for the BA to determine the cause and recommend a solution for UC’s sales challenge. Observation and interviewing are techniques that help the BA understand how users perform their tasks, what challenges they face, and what their needs and expectations are. Observation involves watching users in their natural environment, while interviewing involves asking users open-ended questions.
Reference:
https://trailhead.salesforce.com/en/content/learn/modules/salesforce-business-analyst-quick-look/use-shadowing-to-understand-your-users
https://trailhead.salesforce.com/en/content/learn/modules/salesforce-business-analyst-quick-look/use-interviews-to-understand-your-users
The business analyst (BA) at Cloud Kicks (CK) has been tasked with optimizing CK’s lead process. In the weekly sales meeting, the BA outlines the project and asks for input. A new entry-level employee reaches out multiple times with ideas and suggestions for improvements.
What should the BA do when responding to the new employee’s input?
- A . Schedule a one-on-one meeting with the new employee to get an alternative perspective from a beginner’s mind.
- B . Acknowledge the new employee’s ideas while making extra effort to reach out to stakeholders who have more industry experience and knowledge.
- C . Send a detailed survey to the entire sales team, including the new employee, to understand their needs, expectations, and priorities.
B
Explanation:
This answer states that scheduling a one-on-one meeting with the new employee to get an alternative perspective from a beginner’s mind is what the BA should do when responding to the new employee’s input. A beginner’s mind is a mindset that is open, curious, and eager to learn, without any preconceptions or biases. A beginner’s mind can help the BA to discover new insights, ideas, or opportunities that might otherwise be overlooked or dismissed by more experienced or knowledgeable stakeholders. Scheduling a one-on-one meeting with the new employee can help the BA to listen to their input, understand their perspective, and appreciate their contribution.
Reference: https://trailhead.salesforce.com/en/content/learn/modules/salesforce-business-analyst-quick-look/use-stakeholder-engagement-skills
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 . Partners need to submit monthly sales reports.
- B . The portal should allow for partners to upload monthly sales reports.
- C . The portal should allow for partners to access monthly sales reports.
B
Explanation:
A functional requirement specification is a statement that describes what a product or service must do or provide to meet user needs or business objectives. It should be clear, concise, testable, and measurable. The option B is an example of a functional requirement specification because it describes what the portal should do (allow for partners to upload monthly sales reports) without specifying how it should do it or why it should do it.
Reference: https://trailhead.salesforce.com/content/learn/modules/salesforce-business-analyst-certification-prep/requirements
Cloud Kicks has completed the user acceptance testing (UAT) phase of a major update to Sales Cloud for its EMEA sales team.
How should the business analyst help the EMEA sales team learn the new features?
- A . Organize user groups by permission set and train each team.
- B . Document key changes and gather feedback to update the backlog.
- C . Build tooltips and discoverable content in the new console layouts.
C
Explanation:
This answer states that building tooltips and discoverable content in the new console layouts is how the BA should help the EMEA sales team learn the new features after completing the user acceptance testing phase of a major update to Sales Cloud. Tooltips are small pop-up windows that provide brief explanations or instructions for a feature or a functionality when a user hovers over or clicks on an element. Discoverable content is content that is hidden until a user interacts with a trigger, such as a button, a link, or an icon. Building tooltips and discoverable content in the new console layouts can help the BA to provide contextual and on-demand guidance and information to the EMEA sales team, and help them learn the new features at their own pace and convenience.
Reference: https://trailhead.salesforce.com/en/content/learn/modules/salesforce-business-analyst-quick-look/use-stakeholder-engagement-skills