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NEW QUESTION 59
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. Builds accountability, increases revenue, and decreases overall time spent on requirements
- B. Engages stakeholders, identifies improvements, and starts the change process
- C. Identifies improvements, decreases project costs, and starts the change process
Answer: C
NEW QUESTION 60
Which step should a business analyst take to establish credibility and covert empathy with stakeholders during discovery sessions for a new Experience site?
- A. Describe work with other companies that has solved similar problem.
- B. Reiterate the project objectives and the KPIs that will be tracked.
- C. Ensure the workshop schedule consider tome zone and language differences.
Answer: A
NEW QUESTION 61
Northern Trail Outfitters is implementing Marketing Cloud. Stakeholders are having a difficult time conceptualizing how Marketing Cloud uses insights to create journeys. The Business analyst (BA) has been asked to show stakeholders how it works so the implementation project can move forward. Timelines are two tight to present a demo, and approval from stakeholders is needed soon in order to keep the project on track.
What should the BA do to help stakeholders visualize how it will work?
- A. Create a UPN (Universal Process Notation) diagram.
- B. Schedule a storyboarding session.
- C. Build a capability model.
Answer: A
NEW QUESTION 62
Northern Trail Outfitters (NTO) has noticed that many customers are posting to social media about issues they are having with a new product. The services team is looking for easy ways to engage with these customers and resolve their complaints. During the first discovery meeting of the project, the business analyst (BA) hears that the VP of services and support wants to implement Omni-Channel for NTO's Service Cloud.
What should the BA do first to ensure the ongoing success of the project?
- A. Produce a gap analysis document that will show the ways the requested solution can solve the limitations of NTO's current system.
- B. Encourage the project stakeholders to think of various ways to solve cases different before deciding on a specific solution.
- C. Configure a proof-of-concept demo within a sandbox environment to show the pros and cons of the requested solution.
Answer: A
NEW QUESTION 63
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 support organization still needs to be trained on how to use Sales Cloud.
- C. The previous implementation partner neglected to do a knowledge transfer of the final solution.
Answer: C
NEW QUESTION 64
The Salesforce project team at Cloud Kicks is about to start a project that crosses sales and service teams. The business analyst (BA) has been tasked with writing user stories with the teams in a workshop.
What should the BA keep in mind during the process?
- A. User stories are fixed upon stakeholder approval.
- B. User stories encourage iterative development.
- C. User stories specify which technical components are impacted.
Answer: A
NEW QUESTION 65
Universal Containers is focused on an initiative to streamline its channel management processes. Due to the level of complexity, the business analyst (BA) will gather and document the key points in preparation to build a more detailed process map.
Which diagram should the BA use in this case?
- A. Capability Model
- B. SIPOC (Suppliers, Inputs, Process, Outputs, Customers)
- C. Value Stream Map
Answer: B
NEW QUESTION 66
The business analyst (BA) at Universal Containers is responsible for defining the enhancement features for the current Salesforce CPQ implementation that must be configured in the next phase of the project.
Which type of document should the BA create to achieve the objective?
- A. Scope statement specification
- B. Functional requirements specification
- C. Business analysis plan
Answer: A
NEW QUESTION 67
Northern Trail Outfitters is setting up a new team to support an implementation of Service Cloud and is considering which workflow to use.
In which scenario should he business analyst recommend Kanban?
- A. Work is predictable but sometimes lacks sufficient planning.
- B. Work includes platform support requiring immediate outage handling.
- C. Work is generally project-based and can be broken into smaller pieces.
Answer: B
NEW QUESTION 68
An executive at Cloud Kicks has tasked the internal Salesforce staff with the optimization of a very manual process in its Salesforce org,
What should the business analyst do first before a future state is proposed to key stakeholders?
- A. Discuss project trade-offs with the executive sponsor.
- B. Hold a kickoff meeting to set expectations with the project team.
- C. Manage project integrations with the technical team.
Answer: A
NEW QUESTION 69
Northern Trail Outfitters is starting a project to implement Service Cloud for the customer service department.
Which activity should be handled by a business analyst assigned to this project?
- A. Understand current business processes and document existing functionality.
- B. Manage existing Salesforce applications and activities.
- C. Work with Salesforce to purchase the necessary licenses.
Answer: A
NEW QUESTION 70
Cloud Kicks has invited stakeholders from multiple departments and roles to participate in its latest Salesforce project. Each stakeholder's experiences and priorities for the project are different which causes tension within the team and a lack of clarity around project direction.
What should the business analyst do to help the team work together more effectively?
- A. Encourage leadership to share their vision for the project, and ask the larger team to focus feedback only on the key objectives, pain points, and requirements outlined by leaders
- B. Limit participation in key project discovery, requirements, and solutioning meetings to leadership. and engage the larger team to answer questions directly/ related to their roles when needed.
- C. Lead the stakeholders in creating a team agreement that assigns project roles and outlines how the team will collaborate, disagree, develop trust, and define success
Answer: A
NEW QUESTION 71
A business analysis (BA) is creating a business flowchart to review with a customer service team that is using service team that is using Service Cloud. The team is organized by the products and the regions they support.
Which step should the BA include e in the business flowchart?
- A. Set limits to the scope that will be documented.
- B. Capture decision steps and different outcomes.
Illustrate which fields are integrated with an external system.
Answer: B
NEW QUESTION 72
Universal Containers wants to integrate its Salesforce org with the largest online professional network so its sales reps can view information directly on Salesforce records. The business analyst will write acceptance criteria for this scenario.
What is an example of good acceptance criteria?
- A. A sales rep needs to have the CRM widget installed in the Lead and Contact Record Page Layout.
- B. A sales rep can view current information directly in the Lead and Contact records.
- C. Install a CRM widget to allow sales reps to view information in the Lead and Contact records.
Answer: C
NEW QUESTION 73
Which of the salesforce app providers will be able to unlock a locked user with their phones?
- A. iOS (App Store)
- B. Only those that download the app from the App Exchange.
- C. Android (Google Play)
- D. All of them.
Answer: A
NEW QUESTION 74
An executive stakeholders at Northern Trail Outfitters (NTO) wants to explore automating NTO's Quote-to-Cash process and has asked the business analyst (BA) to pull together some high-level information on possible solutions.
Which type of document should the BA present to the stakeholders?
- A. A capability map detailing the functionality of Salesforce and AppExchange Quote-to-Cash products
- B. A business process map detailing the existing step-by-step Quote-to-Cash process
- C. A SIPOC (Support inputs, Process, Outputs, and Customers) map outlining the Quote-to-Cash process
Answer: A
NEW QUESTION 75
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