Practice Free BA-201 Exam Online Questions
Closing a case
After the demo, the BA received poor feedback stating that the executive was unsure about the definition of a "case."
What should the BA do differently in the next demo?
- A . Confirm each user story includes a clear who, what, and why.
- B . Update the environment to use language specific to CK.
- C . Explain that the term is a Salesforce industry standard.
A
Explanation:
User stories should follow the "Who, What, Why" format to ensure clarity and relevance:
Avoiding Ambiguity: The feedback about the unclear definition of "case" highlights a lack of context in the user story. Following the "Who, What, Why" format ensures that stories are understandable to all stakeholders.
Best Practices: Salesforce recommends well-structured user stories to communicate functionality clearly during demos and workshops.
Stakeholder Alignment: Including the "why" links functionality to business value, helping stakeholders understand the purpose of features showcased.
Sales leadership at 230Cloud Kicks (CK) is concerned about the limited adoption of Salesforce at the company. Salesforce implementation includes many custom pages. Multiple users have complained
about wa.t.ng a long time for key functionality to display
- A . Monitor the Lightning Usage App.
- B . Run the Lightning page layout.
- C . Enable Debug Logs.
A
Explanation:
The business analyst should monitor the Lightning Usage App to address the concern of sales leadership about the limited adoption of Salesforce at Cloud Kicks. The Lightning Usage App is a tool that tracks and reports on how users are engaging with Salesforce in Lightning Experience. The Lightning Usage App can help measure and improve user adoption by showing metrics such as daily and monthly active users, usage by browser and device type, usage by profile and permission set, feature adoption, performance, and feedback. The business analyst should monitor the Lightning Usage App to identify trends, patterns, issues, or opportunities related to user adoption and take actions accordingly. Running the Lightning page layout is not an action that the business analyst should take to address the concern of sales leadership about the limited adoption of Salesforce at Cloud Kicks. Running the Lightning page layout is a process that optimizes a page layout for Lightning Experience by removing unsupported components, adding supported components, and rearranging components based on best practices. Running the Lightning page layout can help improve user experience and satisfaction but does not measure or improve user adoption directly. Enabling Debug Logs is not an action that the business analyst should take to address the concern of sales leadership about the limited adoption of Salesforce at Cloud Kicks. Enabling Debug Logs is a process that captures information about database operations, system processes, and errors that occur when executing a transaction or running unit tests. Enabling Debug Logs can help troubleshoot issues and errors but does not measure or improve user adoption directly.
Reference: https://trailhead.salesforce.com/en/content/learn/modules/lightning-experience-rollout/lightning-experience-rollout-evaluate-readiness
The business analyst (BA) at Cloud Kicks has been interviewing customer service team members who use Service Cloud to understand the steps they take to complete their daily work. The BA is working on a solution to improve their productivity by identifying each step and documenting its purpose.
Which type of requirement documentation is the BA using in this scenario?
- A . Process mapping
- B . Value stream mapping
- C . Data modeling
A
Explanation:
The type of requirement documentation that the business analyst is using in this scenario is process mapping. Process mapping is a technique that involves creating a visual diagram of the steps or activities involved in completing a business process or workflow. Process mapping helps to document how users perform their daily work in Salesforce, what inputs and outputs they use or produce, what decisions they make, and what roles or systems they interact with. Process mapping also helps to identify any inefficiencies, bottlenecks, redundancies, or risks in the existing process, as well as opportunities for improvement or optimization.
Reference: https://trailhead.salesforce.com/content/learn/modules/salesforce-business-analyst-certification-prep/business-process-mapping
As a business analyst (BA) starts engaging stakeholders for a user story writing workshop, an executive sponsor questions why the Commerce Cloud project is creating user stories rather than standard requirements.
What is one benefit of creating user stories that the BA can share with the executive sponsor?
- A . It defines technical specifications early in the process.
- B . It helps testers determine the most efficient way to validate solutions.
- C . It saves time when prioritizing and implementing functionality.
Cloud Kicks (CK) recently decided to transition its business from spreadsheets to a Salesforce solution. CK leaders are excited about the capabilities of Salesforce. Each leader has different ideas about how the platform should be implemented. CK has hired a business analyst (BA) to help define and manage the implementation.
What should the BA do in the first discovery meeting with stakeholders?
- A . Collaborate with stakeholders to examine and define CK’s purpose, customers, metrics, and overall business to inform project direction and vision.
- B . Discuss and document specific pain points in existing processes to inform future project requirements.
- C . Preview potential Salesforce solutions and collect feedback from stakeholders on each option to inform the direction of the project.
A
Explanation:
The business analyst should do in the first discovery meeting with stakeholders is to collaborate with stakeholders to examine and define CK’s purpose, customers, metrics, and overall business to inform project direction and vision. Discovery is a phase of a Salesforce project that aims to understand the current state of a business, identify its problems or needs, and define its goals or desired outcomes. In the first discovery meeting, the business analyst should work with stakeholders to establish a common understanding of CK’s business context, such as its mission, vision, values, customers, competitors, performance indicators, etc. This can help the business analyst align stakeholders on a shared vision and strategy for the Salesforce implementation. Discussing and documenting specific pain points in existing processes may be part of discovery, but not in the first meeting. The business analyst should first understand the big picture of CK’s business before diving into the details of its processes. Previewing potential Salesforce solutions and collecting feedback from stakeholders may be part of discovery, but not in the first meeting. The business analyst should first understand the problems or needs of CK’s business before proposing any solutions.
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/collaboration-with-stakeholders
Up to how many Profiles can a User have?
- A . Up to 3
- B . The Administrator can have up to 3, normal users only 1.
- C . As many as required.
- D . Only 1
D
Explanation:
A User can have only 1 Profile in Salesforce. A Profile defines the permissions and access settings for a User. A User cannot have multiple Profiles or switch between them. A User can have multiple Permission Sets, which are additional sets of permissions that can be assigned to a User on top of their Profile.
Reference: https://help.salesforce.com/s/articleView?id=sf.users_profiles.htm&type=5
The business analyst (BA) at Cloud Kicks is working on improving the company’s Service Cloud deployment. The BA wants to leverage Universal Process Notation (UPN) to document the current process.
What is one benefit of using UPN in this scenario?
- A . Complex processes can be documented with 20 or more activity boxes.
- B . A single activity box can answer Who, What, When, Why, and How.
- C . Key parts of a process can be easily identified by using different shapes.
B
Explanation:
One benefit of using UPN in this scenario is that a single activity box can answer Who, What, When, Why, and How. UPN is a notation system that helps to create simple and clear process maps using activity boxes and arrows. An activity box represents a step or task in a process, and contains five elements: Who (the role or actor who performs the task), What (the name or description of the task), When (the trigger or condition that initiates the task), Why (the purpose or goal of the task), and How (the method or tool used to perform the task). By using a single activity box to answer Who, What, When, Why, and How, UPN helps to provide a concise and comprehensive view of each step or task in a process, and avoid confusion or ambiguity. The other options are either incorrect or irrelevant.
Option A is incorrect because UPN recommends using no more than 10 activity boxes per process map to avoid complexity and clutter.
Option C is irrelevant because UPN does not use
different shapes to represent key parts of a process, but rather uses different colors to indicate different levels of detail.
Reference: https://trailhead.salesforce.com/en/content/learn/modules/business-analysis-process-mapping/understand-process-mapping
Universal Containers wants to integrate its Salesforce org with the largest online professional network so its sales reps can view information directly on Salesforce records. The business analyst will write acceptance criteria for this scenario.
What is an example of good acceptance criteria?
- A . A sales rep can view current information directly in the Lead and Contact records.
- B . A sales rep needs to have the CRM widget installed in the Lead and Contact Record Page Layout.
- C . Install a CRM widget to allow sales reps to view information in the Lead and Contact records.
A
Explanation:
This answer provides an example of good acceptance criteria for the scenario of integrating Salesforce with the largest online professional network. Acceptance criteria are statements that define the conditions that a solution must meet to be accepted by the stakeholders or users. Acceptance criteria should be clear, concise, testable, and measurable. This answer meets these criteria by stating what a sales rep can do (view current information), where they can do it (in the Lead and Contact records), and how they can verify it (directly).
Reference: https://trailhead.salesforce.com/en/content/learn/modules/salesforce-business-analyst-certification-prep/prepare-for-the-salesforce-business-analyst-certification-exam
A Cloud Kicks business analyst (BA) is conducting user interviews with the support team as part of a migration to Salesforce.
Several users indicate they use multi-factor authentication (MFA) on their phones to log in to existing systems. Other users have indicated they access existing systems with only a username and password.
How should the BA resolve the issue?
- A . Determine the most commonly used process.
- B . Ask the security team to confirm company policy.
- C . Ask executive leadership to make the decision.
B
Explanation:
When resolving conflicting user practices, consulting the security team ensures compliance with organizational and regulatory standards:
Policy Confirmation: Salesforce emphasizes the importance of aligning system configurations, such as multi-factor authentication (MFA), with the company’s security policies.
Consistency and Compliance: By confirming with the security team, the BA ensures the Salesforce implementation adheres to company-wide requirements and prevents unauthorized access or
deviations from compliance mandates like GDPR or HIPAA.
Best Practices: Relying on established company policies avoids arbitrary decisions and ensures uniformity across user authentication processes.
Universal Containers is merging with another company that uses a different CRM. During requirements workshops, the incoming support team has been proactively sharing ideas, but the incoming sales team has been less engaged.
What should the BA do to ensure they are able to gather the necessary requirements?
- A . Put extra effort into following up with the sales team … requirements.
- B . Shift focus to the support team since they are proactively providing requirements.
- C . Continue the requirements workshops and hope the salesforce become more responsive.
A
Explanation:
Proactively engaging the sales team is crucial for gathering a comprehensive set of requirements: Ensuring Inclusivity: All functional teams must provide input for a successful CRM merger. Salesforce encourages proactive engagement with less responsive stakeholders to ensure all perspectives are considered.
Addressing Resistance: Direct follow-ups allow the BA to uncover reasons for disengagement and address them effectively.
Balanced Requirements Gathering: This approach prevents an imbalance in requirements that may lead to solutions favoring one team over another.