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WorksheetsAnalista de Negocios Pt 1
Total questions: 60
Worksheet time: 3600secs
Cloud Kicks (CK) wants its sales team to use Sales Cloud to decrease its lead conversion time. The business analyst (BA) will analyze and break down CK's typical sales cycle.
How can process mapping help the BA get started on this project?
It can show the relationship between the steps and actions in the sales cycle to communicate and understand the current state, and to identify areas for improvement.
It can model changes in the current customer experience, analyze each change's potential for impact, and help visualize potential improvements in the sales cycle in advance of the solution design.
It can display complex ideas in a consistent format, highlight blockers and impediments to help stakeholders quickly assess issues in the sales cycle, and see the project timeline at a glance.
One retail location of Cloud Kicks has been getting complaints from shoppers about being unable to find items in the store. The general manager has asked IT to configure tablets for the sales clerks so they can move freely around the store to assist customers.
The IT team writes a functional requirement:
Tablets running the Salesforce mobile app must allow users to access store inventory records which Include current item count and item location.
Which user story should the business analyst write to describe the functional requirement?
As a general manager, I want sales clerks to have tablets so they can help customers find items.
As a sales clerk, I want to see item availability and locations to help customers find items.
As a customer, I want sales clerks to have access to item availability to help them find items.
A business analyst (BA) at Northern Trail Outfitters is preparing for a user acceptance testing (UAT) session for a global Sales Cloud project.
What should the BA do to engage the business most effectively during UAT?
Hand off ownership for writing, reviewing, and executing UAT scenarios, providing feedback, and approval for release to business stakeholders.
Work with quality assurance analysts to collaborate in writing, reviewing and executing UAT scenarios, providing feedback, and approval for release.
Work with business stakeholders to collaborate in writing, reviewing, and executing UAT scenarios, providing feedback, and approval for release.
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?
The user stories focused on well-defined personas.
The project team failed to discuss the user stories as a group.
The acceptance criteria of the user stories were too specific.
After the first round of user acceptance testing for a Sales Cloud project, the business analyst discovered that a high number of test cases failed.
What is a possible reason why the test cases failed?
Missing test script details
Missing test result details
Missing test org access details
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?
It helps testers determine the most efficient way to validate solutions.
It defines technical specifications early in the process.
It saves time when prioritizing and implementing functionality.
The project team at Universal Containers has started to review the existing Salesforce manufacturing solution that has low adoption and a variety of customizations including custom objects, custom fields, renamed standard objects, and renamed standard fields.
What should the business analyst recommend to the project team to increase understanding when documenting requirements, processes, and potential solutions?
Use industry terminology and language.
Use customer terminology and language.
Use Salesforce terminology and language.
The Salesforce development team is strictly following scrum to govern its releases. An executive trying to plan a vacation wants to know when work on the feature will begin so they can be available for additional implementation questions. After consulting with the product owner, the business analyst (BA) learns the team has decided to adopt Kanban instead for all future releases.
What should the BA tell the executive?
Work will begin after executive approval is given.
Work will begin when capacity becomes available.
Work will begin in the next sprint.
A business analyst at Universal Containers has begun user acceptance testing for a new Experience Cloud implementation with the project team. A major gap for one of the personas was identified in the documented scenarios.
What went wrong?
Failure to include all stakeholders in the requirements gathering process
Failure to perform thorough unit testing during the development process
Failure to validate the application against the functional requirements
Northern Trail Outfitters has a large Salesforce org with sales, marketing, and billing teams pushing for the development of a large number of items in the backlog.
Which management process should the business analyst suggest to help the teams align on their competing priorities?
Vision, Values. Methods, Obstacles, and Measures (V2MOM)
Business Process Modeling Notation (BPMN)
Integrated DEFinition for Process Description Capture Method (IDEF3)
An executive at Cloud Kicks has tasked the internal Salesforce staff with the optimization of a very manual process in its Salesforce org.
What should the business analyst do first before a future state is proposed to key stakeholders?
Discuss project trade-offs with the executive sponsor.
Manage project integrations with the technical team.
Hold a kickoff meeting to set expectations with the project team.
Cloud Kicks (CK) has expressed concerns about the distribution process for a new line of shoes, because the company consistently misses its targeted delivery dates. CK asks the business analyst (BA) to uncover the issue and propose a business solution.
What should the BA do next?
Shadow an operations team member at the CK distribution facility.
Review future state distribution processes for CK.
Explore how retailers similar to CK handle distribution.
Cloud Kicks is creating a new lead conversion process in Sales Cloud. During a recent sprint, the business analyst created user stories related to the Opportunity object. Test scripts were created for the lead conversion process. All of the test scripts passed and the new functionality was deployed. After deployment, end users reported error messages when manually creating new Opportunities.
Which area of user acceptance testing (UAT) was overlooked?
Several teams should be part of UAT to represent multiple viewpoints.
Functionality on interconnected objects should be part of UAT.
End users who are experts in that functionality should participate in UAT.
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?
Gap analysis document
INVEST checklist
Numerical framework
Sales managers at Northern Trail Outfitters (NTO) have received feedback from sales reps that record pages are slow and often take longer to load when using the app on the phone. The business analyst (BA) has been asked to evaluate NTO's org to find out which pages are the slowest to load when using the app on the phone.
What is the first step the BA should take to help resolve the issue?
Create a new page layout for the phone.
Use performance analyzer to view the assessment.
Confirm steps to reproduce the issue.
Cloud Kicks needs to revamp its support process over the next 12 months to improve the customer experience and has asked the Service Cloud team to collaborate with the business analyst (BA). The BA has scheduled an initial live process mapping session with all stakeholders and received the following calendar responses:
What should the BA do?
Proceed with the workshop as scheduled with the stakeholders who are available.
Cancel the workshop and reschedule it to a date when all stakeholders are available.
Hold a one-on-one diagram session with each stakeholder before the workshop.
The sales team at Cloud Kicks is rolling out a new sales methodology. To incorporate the requested changes, the business analyst working with the technical team identifies several integrations that touch the Opportunity object and could be impacted by the changes. The project manager wants the solution to include unit testing, code reviews, and functional testing.
What does the project team need to agree upon to ensure the work is ready to be deployed?
Entity relationship diagram
User acceptance criteria
Definition of done
The product development team at Northern Trail Outfitters is creating a process within Salesforce to onboard new retail employees. The business analyst (BA) creates a current state process map by interviewing a few members of the onboarding team using email questionnaires. After presenting the process map to the entire onboarding team, the BA receives feedback that it is incorrect.
What should the BA do to provide the product development team with more accurate information about the onboarding team's process?
Review survey feedback again to better understand pain points in the existing onboarding process.
Conduct individual interviews with each team member to gather more information about the existing onboarding process.
Meet with key project stakeholders in a live workshop to build consensus on the current and desired onboarding processes.
The business analyst (BA) at Universal Containers needs to gather information for their project including the steps a user takes to accomplish a goal, challenges a user faces, people the user interacts with, applications they use to complete the steps, and their level of morale as they move through the process.
Which elicitation technique should the BA use?
Survey/Questionnaire
Journey Mapping
FOCUS Groups
While working on a new Sales Cloud feature request for the sales team at Northern Trail Outfitters, the business analyst (BA) uncovers a workflow which could have an impact on the service team. The sales director assures the BA that the impact to service would be minimal.
Which step should the BA take next?
Review the effort and Impacts with the service team, and work to align requirements across the teams.
Continue with the effort as defined by sales and add a backlog item to review the service impacts in the future.
Prioritize the effort as defined by sales and ask the director to review any service impacts.
At the start of a new Agile development project, the Universal Containers product owner asked the business analyst (BA) to clearly define the intended results of the work based on stakeholder needs. The development and implementation teams will use the intended results to plan product decisions. The definition should avoid assumptions and focus on stakeholder value.
Which element should the BA choose to define the intended results?
Epics
Requirements
User stories
A business analyst (BA) is reviewing the risks associated with a proposed solution leveraging Cases and Support Queues, and the effect that those risks might have on the project timeline.
Which type of analysis is the BA performing?
Enterprise Analysis
Strategy Analysis
Stakeholder Analysis
Universal Containers (UC) has chosen to implement Sales Cloud and Service Cloud to increase revenue and remove bottlenecks in its current processes. A business analyst (BA) is tasked with diagramming business processes.
What should the BA do to successfully meet governance requirements to identify the business purpose?
Identify resources engaged in each step.
Adhere to agreed upon mapping standards.
Use UC's existing terminology.
The business analyst is working with a stakeholder on a Salesforce project. The stakeholder needs an approval process on contract submissions. Sales managers want to see all contracts when the discount is greater than 20%. They will decline any contracts with a discount that is greater than 25%, but they want visibility into other highly discounted contracts.
Which acceptance criteria is the most effective for this scenario?
Users in a sales manager role should have access to a button on contracts to click to approve or decline a contract with a discounted price of 20% or more.
A sales manager wants to be able to approve contracts with a large discount and they need a validation rule related to contract discounts greater than 25%.
A sales manager wants to be notified when a contract has been submitted with a discount greater than 20% so the manager can approve or decline a discounted price.
A business analyst (BA) is in the process of documenting requirements. The BA wrote the following user story:
"As a sales team manager, I want the ability to access reports on Sales Cloud to evaluate if the team’s daily activities are meeting the set goals."
Which acceptance criteria is most appropriate for this user story?
Able to click the Run button on sales reports
Able to view the sales team's reports
Able to monitor the sales team's performance
The business analyst at Cloud Kicks is using a checklist to assess the quality of user stories for an upcoming Experience Cloud implementation.
Which characteristics make a user story successful?
Actionable, Concise, Testable, Solution-oriented, Defined
Independent, Negotiable, Valuable, Estimable, Small, Testable
Clear, Direct, Concise, Cross Functional. Configurable
Universal Containers has just been notified by authorities that govern the shipping industry of new regulatory requirements. To comply, there are several existing processes built on Salesforce that will need to change. A business analyst (BA) will help describe the additional business needs imposed by the new regulations.
Which type of document should the BA prepare?
Current state analysis
Audit log
Gap analysis
Universal Containers (UC) is working with an implementation partner to help it optimize Salesforce. A new business analyst (BA) from the partner was introduced to UC stakeholders a few weeks into the project. The BA is getting to know each of the stakeholders by their roles and contributions. However, the BA had one misstep and is slightly embarrassed.
What should the BA do to build trust with the stakeholders?
Be vulnerable and own their mistake.
Promise to work harder to avoid other mistakes.
Ask their supervisor for help immediately.
Universal Containers has planned an initiative to assess its Salesforce org to identify areas of risk and has asked the business analyst (BA) to provide an analysis of its current state. The BA will utilize Salesforce Optimizer for the assessment.
How should the BA use the output from the tool?
Identify top project priorities.
Verify Lightning page loading time.
Understand the project scope.
The Salesforce team at Cloud Kicks (CK) is reviewing the sales team s business processes. During a review session, the business analyst notices that quantifiable benchmarks have yet to be established.
Why is it a best practice to establish benchmarks to evaluate existing processes?
Shows tangible impact from changes to processes
Proves processes are out of date and require a new solution
Compares processes against CK's closest competitors
After reviewing a technical demo, the Northern Trail Outfitters sales leadership team wants to make adjustments to the original requirements around Sales Cloud opportunity management.
What should the business analyst do to manage the requested changes?
Update the change management document and user acceptance testing plans.
Update the change request log and draft a new user story.
Update the gap analysis document and scope statement specification.
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?
Stakeholder Analysis
Strategy Analysis
Enterprise Analysis
The business analyst (BA) at Universal Containers is preparing for user acceptance testing (UAT) for an Experience Cloud implementation.
Which people should participate in UAT?
BA, business users, key stakeholders
BA, project manager, key stakeholders
Business users, project manager, key stakeholders
The sales team at Universal Containers has concerns that the process for distributing new leads is too slow. The VP of sales has engaged a business analyst (BA) to help map out a process to distribute new leads quickly. The BA sets up a meeting with stakeholders and learns a stakeholder already has a solution in mind.
What should the BA do next?
Gather requirements and then note the proposed solution.
Ask the stakeholder to demo their solution to the project team.
Implement the solution now to save time in the planning phase.
The lead business analyst (BA) at Cloud Kicks is putting together user stories for the new sales process that will be implemented in Sales Cloud. The lead BA is advising junior BAs on how to construct a user story.
What should the lead BA tell the junior BAs to include in a user story?
Include technical details
Include who, what, and why
Include the V2MOM structure
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?
Reset project expectations at the next meeting with the stakeholder.
Set up a casual meeting to create a personal connection with the stakeholder.
Ask an executive sponsor to address the stakeholder's concerns.
Hide Solution Discussion
The Cloud Kicks business analyst (BA) is frustrated because the requirements tracking spreadsheet is often incomplete or out-of-sync for the Slack transition project. The development team has recommended that the BA use a DevOps tool as an alternative.
What are the benefits of using a DevOps tool in this situation?
Tracks changes for the testing team and provides access to user stories
Tracks changes in real time and provides a single source of truth
Tracks changes on a daily basis and provides a history of changes
The business analyst (BA) at Universal Containers is meeting with business leaders to elicit and document functional requirements specifications related to its new Salesforce implementation. The BA will also document the functionality this system should provide so it can be developed into a work item.
What is the name of this documentation type?
User story
Business analysis plan
Use case
Universal Containers has a Salesforce Knowledge base solution; however, the 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 options, the business analyst (BA) noticed an idea in the Salesforce IdeaExchange that directly addresses this requirement. The idea is in beta testing and will be generally available in the next release.
What should the BA suggest?
Ask the support manager to wait until the idea is released.
Ask the Salesforce Account Executive to release the idea early.
Ask the development team to build a custom solution based on the Idea.
The Service Center at Universal Containers is deploying a new case management solution. Management has asked the project team to prepare for end user training. The project team consists of an admin and a business analyst (BA).
Which task should be assigned to the BA?
Create user training materials.
Conduct user training.
Set up users for training.
Northern Trail Outfitters (NTO) has acquired a competitor. The agreement is to migrate the acquired company into NTO's Technological Platforms. One of its challenges is to offer a unified customer experience while strengthening the relationship with its customers. The business analyst (BA) has been asked to translate the business objectives and assemble an improved and standard customer experience.
Which strategy should the BA use to accomplish the goal?
Understand business objectives, determine company culture, evaluate processes and user experiences, interview stakeholders, and add improvements to the integration roadmap.
Understand business objectives, define the intention and audience, lead a journey mapping workshop, find opportunities for improvement, and update the journey map.
Understand business objectives, define the intention and audience, conduct user experience research, analyze the research results, and design an improved new user experience.
During the discovery phase of a Salesforce project, which types of analyses should a business analyst typically perform?
Financial, Technical. Operational
Technical, Stakeholder, Enterprise
Enterprise, Strategy, Stakeholder
Universal Containers has several independent Salesforce projects this quarter involving shared objects and a complex deployment process managed by a DevOps team. While smoke testing the shared user acceptance testing (UAT) environment, the business analyst (BA) noticed that one of the minor changes to the Account page layout for the project is missing. The client is eager to begin its UAT.
What should the BA do to address the issue?
Ask the project manager to reschedule UAT until after the defect is resolved.
Log a defect for the page layout change and discuss it with the DevOps team
Make the page layout change directly in UAT so the client can begin testing.
Universal Containers has asked a business analyst (BA) to create a process map indicating how it is using Marketing Cloud to manage its campaigns. In a process map that uses Universal Process Notation (UPN), the BA has marked each activity box with a resource.
What does an activity box marked "C: Customer” mean?
The customer should be Informed.
The customer should be consulted.
The customer should be responsible.
The business analyst (BA) at Universal Containers has been capturing the requirements for a major Sales Cloud release. An admin has been deploying the resulting system changes. The quality assurance (QA) team has run into challenges when testing the changes. The BA is unaware of deployment and testing challenges.
What should the BA do to resolve these challenges with the release team?
Involve the stakeholders in the business requirements gathering sessions.
Provide detailed test cases to validate the functional requirements.
Associate each set of metadata changes to the corresponding user story.
Universal Containers is setting up a Salesforce email integration for the sales team. Through discovery conversations, the business analyst (BA) learns the operations team also needs email integration in the near future.
What should the BA do next?
Include the operations team during discovery.
Proceed with the sales team's project as planned.
Start project work for the operations team.
The business analyst (BA) at Universal Containers (UC) wants to understand why UC failed to meet a deployment date for its product go live while following the Agile process. According to the BA's research, the developers lacked a sense of the work in progress and the intended goal of that work, and the QA team was unable to dearly test the functionality based on a given persona.
Which step should the BA take next?
Create a SWOT (strength, Weakness, Opportunity. Threat) analysis to understand why development and testing took more time.
Move the deployment date out so the teams have more time to work.
Review the user stories to ensure they are small, testable, and valuable.
A business analyst (BA) at Universal Containers (UC) has been asked to evaluate a business process at a high level and in detail, while also keeping regulatory considerations in mind. Management wants to use the output from the BA's evaluation to inform decisions about UC's future implementations of Sales Cloud and Service Cloud.
What should the BA use for their evaluation?
Universal Process Notation (UPN)
Entity Relationship Diagram (ERD)
Cross-functional flowchart
A sales manager expresses frustration that the sales team is failing to enter calls in Salesforce. The manager is hoping to resolve the issue quickly and has limited time and budget to completely revamp existing tools and processes. The sales manager reaches out to the business analyst (BA) for recommendations.
What should the BA do next?
Research third-party apps on the AppExchange.
Export a weekly report of user activity.
Engage a developer to scope a custom solution.
Cloud Kicks has an existing implementation of Salesforce. A business analyst (BA) wants to understand details about the Salesforce environment:
Custom apps -
Active Salesforce Sites -
Active flows -
Custom tabs -
Visualforce pages -
Which path should the BA take to find this information?
Conduct stakeholder interviews.
Read business process documentation.
Review configuration settings.
The business analyst at Universal Containers is helping the team transition from workflow rules to flows. The work has been built and it is time to kick off user acceptance testing (UAT).
What is the goal of UAT?
To ensure what was originally requested is being delivered
To identify acceptance criteria with pass/fail indicators
To summarize the overall ask and determine what is in scope
The business analyst (BA) at Northern Trail Outfitters is writing user stories about a Case creation feature within Service Cloud for an upcoming sprint. This feature overlaps with another feature that is being developed in the current sprint. The BA is working with the technical team to identify metadata dependencies across features to prevent overwriting before the release.
What should the BA use?
Setup Audit Trail
Change Sets
Version control
A new business analyst (BA) wants to follow the correct order of phases in the implementation lifecycle on a Salesforce project.
How should the BA approach the project?
Analyze, build, operate, deliver
Analyze, operate, build, deliver
Analyze, build, deliver, operate
A business analyst (BA) at Northern Trail Outfitters is mapping a workflow process to onboard a new user group to a Service Cloud implementation.
Which level of detail should the BA use for the process map and why?
Simple — A high-level overview of the process Is sufficient to show a new user experience.
Somewhat detailed — Since the process will be repetitive, new users will learn and remember the details.
Very detailed — It should be prescriptive for new users following an unfamiliar process.
Management at Cloud Kicks has asked a business analyst (BA) to gain alignment from a group of people to determine what is in scope and out of scope on a Salesforce project.
Which group should the BA include early in the scoping process?
Scrum team
Stakeholders
Personas
The business analyst (BA) at Cloud Kicks has been asked to map the current sales process in Sales Cloud to document legal compliance with local privacy regulations, which can differ based on the state or country of a data transaction.
Which activity would be most effective in helping the BA understand the sales process?
Using live workshops to map out the sales process
Conducting individual interviews with stakeholders
Asking stakeholders to complete a questionnaire
Northern Trail Outfitters (NTO) wants to leverage the power of Sales Cloud to implement its lead to cash process. A business analyst (BA) is tasked with understanding NTO's current processes, identifying areas of improvement, and communicating it effectively to stakeholders.
What should the BA use to accomplish the goal?
Change management
Business analysis plan
Process mapping
The business analyst (BA) at Northern Trail Outfitters needs to create a current state process map for a Service Cloud implementation with its retail division. The BA needs a simple diagramming notation for the process map that is applicable across all industries, provides context for metrics and management decisions, and supports regulatory considerations.
Which diagramming notation should the BA use for the process map?
Business Process Modeling Notation (BPMN)
Universal Process Notation (UPN)
Unified Modeling Language (UML)
Northern Trail Outfitters is setting up a new team to support an implementation of Service Cloud and is considering which workflow to use.
In which scenario should the business analyst recommend Kanban?
Work includes platform support requiring Immediate outage handling.
Work is generally project-based and can be broken into smaller pieces.
Work is predictable but sometimes lacks sufficient planning.
The business analyst (BA) at Northern Trail Outfitters is getting ready to kick off a new Service Cloud project with the retail division to turn on the Web-to-Case functionality. The BA wants to better understand business processes so they can accurately scope the project.
Which type of documentation should the BA utilize?
Use cases
Object models
Current state analysis
