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Salesforce BA-201 Exam Syllabus Topics:

Salesforce Certified Business Analyst Sample Questions:

1. 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. .

2. Cloud Kicks (CK) has expressed concerns about the distribution process for a new line of shoes, because the company consistently misses its targeted delivery dates. CK asks the business analyst (BA) to uncover the issue and propose a business solution.
What should the BA do next?

A) Explore how retailers similar to CK handle distribution.
B) Shadow an operations team member at the CK distribution facility.
C) Review future state distribution processes for CK.

3. Which users will be able to reset a Single Sign-On User Password?

A) The SSO Manager
B) Admin and Users with the right permission sets.
C) Users above the SSO user in the role hierarchy.
D) Only the Admin

4. 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.

5. 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) Work with Salesforce to purchase the necessary licenses.
C) Manage existing Salesforce applications and activities.

Solutions: