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Salesforce BA-201 Exam Syllabus Topics:

Salesforce Certified Business Analyst Sample Questions:

1. When customers have had an issue making an online purchase on the Northern Trail Outfitters (NTO) website, they submitted feedback about the quality of the service provided by the support team. MTO has listened to its customers and wants to make improvements.
How should the business analyst guide the conversation with stakeholders to identify meaningful process improvements?

A) Facilitate workshops with stakeholders to understand priorities.
B) Review support team feedback survey results with stakeholders.
C) Analyze CSAT numbers with stakeholders to identify major pain points.

2. A business analyst (BA) is working with the support team at Cloud Kicks (CK) on a Service Cloud implementation. The BA has decided to create a process map to understand CK's current merchandise return process.
What are the top three benefits of creating a process map?

A) Identifies improvements, decreases project costs, and starts the change process
B) Engages stakeholders, identifies improvements, and starts the change process
C) Builds accountability, increases revenue, and decreases overall time spent on requirements

3. 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?

A) Analyze, build, operate, deliver
B) Analyze, operate, build, deliver
C) Analyze, build, deliver, operate

4. Cloud Kicks (CK) needs to integrate the industry standard due-diligence in its sales process to verify customers in Sales Cloud. CK asks the business analyst (BA) to identify which stage in the sales process the industry standard due-diligence should be embedded.
What should the BA do to meet the requirement?

A) Develop a process map as a base, work with stakeholders to understand the trigger point, and locate the stage.
B) Identify the triggers, locate the stage, and add the standard due-diligence as a subprocess.
C) Locate the stage, add the standard due-diligence as a subprocess, and set the trigger point.

5. 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?

A) Stakeholder Analysis
B) Strategy Analysis
C) Enterprise Analysis

Solutions: