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Salesforce Certified Business Analyst Sample Questions:

1. During the discovery phase of a Sales Cloud project at Cloud Kicks, the business analyst (BA) gathers information about the current sales process to uncover potential areas of improvement. The VP of sales has been collecting data from their sales team but is unsure which numbers are truly relevant indicators of the team's success.
Which benchmark should the BA recommend as an effective way to measure the team's success?

A) Number of outbound calls per hour
B) Average revenue per account
C) First contact resolution rate

2. Cloud Kicks (CK) wants its sales team to use Sales Cloud to decrease its lead conversion time. The business analyst (BA) will analyze and break down CK's typical sales cycle.
How can process mapping help the BA get started on this project?

A) It can display complex ideas in a consistent format, highlight blockers and impediments to help stakeholders quickly assess issues in the sales cycle, and see the project timeline at a glance.
B) It can model changes in the current customer experience, analyze each change's potential for impact, and help visualize potential improvements in the sales cycle in advance of the solution design.
C) It can show the relationship between the steps and actions in the sales cycle to communicate and understand the current state, and to identify areas for improvement.

3. The project team at Cloud Kicks is under a tight deadline to implement a new Service Cloud feature. The business analyst, BA) has received feedback from the customer that the existing functionality is difficult to use. The BA wants to better understand the customers pair points before writing requirements Which document should the BA use?

A) Process map
B) Capability map
C) Journey map

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

5. Universal Containers wants the ability to fill out a survey based on customer feedback. The team is unable to visualize a possible solution in order to confirm the requirements.
Which elicitation technique should the business analyst use to help the team meet its goal?

A) Prototyping
B) Observation
C) Brainstorming

Solutions: