Free Salesforce Business-Analyst Exam Questions

Question 1

A few users have reported an issue with the recent Cloud Kicks? Salesforce implementation. What should the business analyst do first?

A : Gather requirements from end users.

B : Provide additional end user training.

C : Create a high priority bug for a quick fix.

Answer: A

Question 2

The business analyst at Universal Containers has been asked to train the client on how to write effective user stories with acceptance criteria. The client provided this sample story. User Story: As a customer service agent, I need the ability to close support tickets. Acceptance Criteria: 1. When viewing an open support ticket, a "Close Ticket" action is available. 2. When closing a support ticket, the agent is required to enter a "Close Reason". 3. After completing the close action, the status of the support ticket is set to "Closed". What can be done to improve this user story?

A : Update the acceptance criteria to describe the technical solution.

B : Update the user story to describe why the functionality is needed.

C : Update the perspective of the user story and acceptance criteria.

Answer: B

Question 3

The business analyst at Universal Containers has been asked to train the client on how to write effective user stories with acceptance criteria. The client provided this sample story. User Story: As a customer service agent, I need the ability to close support tickets. Acceptance Criteria: 1. When viewing an open support ticket, a "Close Ticket" action is available. 2. When closing a support ticket, the agent is required to enter a "Close Reason". 3. After completing the close action, the status of the support ticket is set to "Closed". What can be done to improve this user story?

A : Update the acceptance criteria to describe the technical solution.

B : Update the user story to describe why the functionality is needed.

C : Update the perspective of the user story and acceptance criteria.

Answer: B

Question 4

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?

A : Business analysis plan

B : Use case

C : User story

Answer: C

Question 5

Which step should a business analyst take to establish a connection with stakeholders during discovery sessions for a new Experience Cloud site?

A : Highlight their related Salesforce certifications to showcase expertise.

B : Share insights empathetically based on prior work that has solved similar problems.

C : Ensure the workshop schedule considers time zones and language differences.

Answer: B