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Salesforce Certified Business Analyst Sample Questions:

1. A business analyst (BA) discovers that universal Containers automated case assignments in Service Cloud.
UC uses case assignment rules to route cases to predefined team. The UC leadership team wants to improve how cases are routed.
What should the BA recommend to help the resolve a common obstacle?

A) Minimize case escalations to reduce time to resolution.
B) Document the current case assignment process.
C) Migrate from case assignment riles to Omni-Channel.

2. 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?

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

3. The business analyst (BA) at Cloud Kicks is having a hard time documenting a user story to change an existing Opportunity flow for sales users. The architect expressed their concerns to the BA that they lack a comprehensive list of the components that will be affected by the updated flow.
Which best practice should the BA follow?

A) Write the user story without making any assumptions about how it will be implemented or which components are affected.
B) Schedule additional discovery sessions with the sales users to understand what will be impacted by the changes.
C) Ask the development team to investigate and document all affected components before the story can be written.

4. Cloud Kicks uses declarative change set development to deliver its Salesforce customizations. The business analyst (BA) works with the technical leas on the project to track changes that require manual migration.
Which resources should the BA use to determine which changes must be made manually in each environment?

A) Setup Audit Trail
B) Metadata coverage report
C) Object Schema Builder

5. 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?

A) Review the effort and impacts with the service team, and work to align requirements across the teams.
B) Continue with the effort as defined by sales and add a backlog item to review the service impacts in the future.
C) Prioritize the effort as defined by sales and ask the director to review any service impacts. .

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