Free Practice Questions for Salesforce Certified-Business-Analyst Exam

This answer identifies a journey map as the document that the BA should create to visually illustrate the customer case lifecycle for UC. A journey map is a tool that shows how customers interact with a business across different touchpoints, channels, and stages. A journey map helps to understand and improve the customer experience, identify pain points and opportunities, and align business goals with customer needs. References: https://trailhead.salesforce.com/en/content/learn/modules/customer-journey-basics/create-a-customer-journey-map

The performance analyzer is a tool that helps business analysts and admins identify and troubleshoot performance issues on record pages. It shows the load time of each component on a record page and provides recommendations to improve performance. The first step to resolve the issue is to use the performance analyzer to view the assessment and identify the slowest components.

This answer suggests shadowing as the next step for the BA to uncover the issue and propose a business solution for CK’s distribution challenge. Shadowing is a technique where the BA observes how a user performs their tasks in their natural environment. Shadowing helps to gain insights into the user’s workflow, challenges, pain points, and opportunities for improvement. References: https://trailhead.salesforce.com/en/content/learn/modules/salesforce-business-analyst-quick-look/use-shadowing-to-understand-your-users

The reference that the business analyst should consult to learn more about the previous consultant’s recommendation is an Entity Relationship Diagram (ERD). An ERD is a diagram that shows the logical structure and relationships of data entities in a database or system. An ERD helps to model and document how data entities are organized, connected, and interact with each other. An ERD also helps to normalize data entities by reducing redundancy and inconsistency in data storage and retrieval. The previous consultant recommended that Universal Containers move to a more normalized data model to represent its containers, which means that they wanted to avoid storing duplicate or unnecessary data in multiple tables or fields. The business analyst should consult an ERD to learn more about how the previous consultant proposed to design and implement a more normalized data model for Universal Containers. References: https://trailhead.salesforce.com/content/learn/modules/salesforce-business-analyst-certification-prep/business-process-mapping

The types of analyses that a business analyst typically performs during the discovery phase of a Salesforce project are enterprise analysis, strategy analysis, and stakeholder analysis. Enterprise analysis is a technique that examines and evaluates the internal and external factors that affect a business or organization. It can help the business analyst understand the strengths, weaknesses, opportunities, and threats (SWOT) of a business or organization. Strategy analysis is a technique that defines and clarifies the goals, objectives, scope, and success criteria of a project or initiative. It can help the business analyst align the project or initiative with the vision and mission of a business or organization. Stakeholder analysis is a technique that identifies and evaluates the people who have an interest in or influence on a project or initiative. It can help the business analyst understand who are the key stakeholders, what are their roles and responsibilities, what are their needs and expectations, how they communicate and collaborate, etc. Financial analysis is a technique that assesses the costs and benefits of a project or initiative. It can help the business analyst justify or prioritize the project or initiative based on its return on investment (ROI) or net present value (NPV). Technical analysis is a technique that examines and evaluates the technical aspects of a project or initiative. It can help the business analyst understand the feasibility or complexity of a project or initiative based on its architecture or design. Operational analysis is a technique that analyzes and optimizes the processes and workflows of a business or organization. It can help the business analyst improve the efficiency or effectiveness of a business or organization based on its performance metrics or best practices.

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. References: Customer Discovery, Get Started with Salesforce Business Analyst Certification Prep, Cert Prep: Salesforce Business Analyst

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. References: https://help.salesforce.com/s/articleView?id=sf.reports_builder_overview.htm &type=5

A definition of done is a set of criteria that determines when a user story is completed and ready for deployment. It typically includes technical, functional, and quality aspects of the user story, such as code quality, unit testing, documentation, performance, security, and usability. One possible definition of done for this user story is “The Candidate Status field can be updated.” This criterion checks if the functionality of updating the candidate’s submission progress is working as expected and meets the user’s need. References: https://trailhead.salesforce.com/en/content/learn/modules/business-analysis-user-stories/define-done