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

2. The leadership team at Universal Containers (UC) is focused on customer retention. The business analyst (BA) has been asked to implement a new customer for life program on the salesforce platform. Before their can move forward, they need to understand the lifecycle and all of the related interaction that IC has with its customers.
Which type of session should the BA perform?

A) Journey Mapping
B) Requirements Gathering
C) User Acceptance testing

3. Universal Containers has kicked off a project focused on transforming its customer service department using Service Cloud. During onboarding, the project manager shared the following process maps with the business analyst (BA):
Case Creation
* Case Triage
* Case Assignment
* Case Management
* Case Closure
Which key attributes should the BA look for when reviewing the process maps?

A) Case sources, types, volumes, priorities, and reasons
B) Cost, timeline, risks, requirements, and opportunities
C) Audiences, scope, inputs, outputs, and resources

4. 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?

A) Cross-functional flowchart
B) Universal Process Notation (UPN)
C) Entity Relationship Diagram (ERD)

5. A business analyst (BA) uncovered a number of issues communicated by stakeholders in a Sales Cloud discovery session.
Which issue should concern the BA most?

A) The system admins note a fair amount of technical debt without having the time or expertise to address it.
B) The previous implementation partner neglected to do a knowledge transfer of the final solution.
C) The support organization still needs to be trained on how to use Sales Cloud.

Solutions: