Cloud Kicks (CK) recently decided to transition its business from spreadsheets to a Salesforce solution. CK leaders are excited about the capabilities of Salesforce. Each leader has different ideas about how the platform should be implemented. CK has hired a business analyst (BA) to help define and manage the implementation. What should the BA do in the first discovery meeting with stakeholders?
A. Collaborate with stakeholders to examine and define CK's purpose, customers, metrics, and overall business to inform project direction and vision.
B. Discuss and document specific pain points in existing processes to inform future project requirements.
C. Preview potential Salesforce solutions and collect feedback from stakeholders on each option to inform the direction of the project.
Universal Containers has scheduled a meeting with stakeholders, business analysts (BAs),
and technical resources to review user stories. A BA reviews the user stories in advance of
the meeting and notices that some best practices have been ignored. The first user story is
focused on escalating cases in Service Cloud:
"The customer service agent needs the ability to escalate a case so they can assign high risk
cases to tier 2 support for faster resolution."
Acceptance Criteria:
A. The "who" of the user story is well-defined.
B. The "why’’ of the user story is focused on user needs.
C. The ‘’what’’ of the acceptance criteria is negotiable.
Cloud Kicks is planning to create a new Service Cloud console app for its services team to resolve issues with delayed shipments to customers. The business analyst (BA) wrote the user stories based on a written list of requirements provided by the manager of the services team. Upon stakeholder review with the entire services team, many of the user stories were rejected and the BA had to revise them. When the BA wrote the initial user stories, what was the likely cause of the issue?
A. The user stories focused on well-defined personas.
B. The project team failed to discuss the user stories as a group.
C. The acceptance criteria of the user stories were too specific.
The service Center at Universal Containers is deploying a new case management solution. Management has asked the project team to prepare for end user training. The project team consists of an admin and a business analyst (BA). Which task should be assigned to the BA?
A. Conduct user training
B. Create user training materials
C. Set up users for training
Northern Trail Outfitters launched a new feature on its Experience Cloud site to allow customers to compare features of similar products ahead of the major promotional event of the year. The user acceptance testing (UAT) passed successfully; however, many customers complained of issues when accessing the site. What did the business analyst overlook before recommending that the release go live?
A. The AT should have been performed with enough time to resolve bugs in the new feature.
B. The UAT should have been performed with both peak load and average load simulation.
C. The UAT should have been performed by customers who are familiar with the products.
The business analyst (BA) at Cloud Kicks is managing a project to build a recruiting app for the management and human resources (HR) teams. The HR director wants the app to help the team navigate the hiring process more efficiently. The BA designs a Stakeholder Wheel to better understand all of the people with an interest m the project. Which level of influence should the BA place the MR Director on the stakeholder wheel?
A. The Sponsor
B. The Enterprise
C. The project
After the completion of the most recent sprint at Cloud Kicks (CK), the business analyst
(BA) provided a demo of three user stories for the customer support solution to a senior
executive. During the demo, the BA showcased the following Salesforce functionalities:
A. Confirm each user story includes a clear who, what, and why.
B. Update the environment to use language specific to CK.
C. Explain that the term is a Salesforce industry standard.
A business analyst (BA) at Northern Trail Outfitters is mapping a workflow process to onboard a new user group to a Service Cloud implementation. Which level of detail should the BA use for the process map and why?
A. Very detailed—It should be prescriptive for new users following an unfamiliar process.
B. Somewhat detailed—Since the process will be repetitive, new users will learn and remember the details.
C. Simple—A high-level overview of the process is sufficient to show a new user experience.
Cloud Kicks (CK) needs to integrate the industry standard due-diligence in its sales process to verify customers in Sales Cloud. CK asks the business analyst (BA) to identify which stage in the sales process the industry standard due-diligence should be embedded. What should the BA do to meet the requirement?
A. Develop a process map as a base, work with stakeholders to understand the trigger point, and locate the stage.
B. Identify the triggers, locate the stage, and add the standard due-diligence as a subprocess.
C. Locate the stage, add the standard due-diligence as a subprocess, and set the trigger point.
Cloud Kicks is creating a new lead conversion process in Sales Cloud. During a recent sprint, the business analyst created user stories related to the Opportunity object. Test scripts were created for the lead conversion process. All of the test scripts passed and the new functionality was deployed. After deployment, end users reported error messages when manually creating new Opportunities. Which area of user acceptance testing (UAT) was overlooked?
A. Functionality on interconnected objects should be part of UAT.
B. Several teams should be part of UAT to represent multiple viewpoints.
C. End users who are experts in that functionality should participate in UAT.
A business analyst (BA) Is coordinating a User Acceptance Testing (UAT) session focused on Service Cloud enhancements. Which resource Is critical for the BA to include in UAT?
A. Support agents
B. System developers
C. Quality assurance testers
A business analyst (BA) sees that all the acceptance criteria they wrote for an upcoming project go live have passed unit testing. How can the BA support the protect team to ensure the solution meets the business's needs before demoing it to the relevant stakeholders?
A. Collaboration with stakeholders to establish to rollout communication and training plan
B. Help conduct user acceptance testing to make sure the product works smoothly across all business processes
C. Prepare documentation to summarize the QA team’s test results for the business stakeholders.
Page 7 out of 26 Pages |
Previous |