Free Certified Business Analyst Sample Questions — Certified Business Analyst

A new business analyst (BA) wants to follow the correct order of phases in the implementation lifecycle on a Salesforce project. How should the BA approach the project?

• A. Analyze, build, operate, deliver
• B. Analyze, operate, build, deliver
• C. Analyze, build, deliver, operate

A business analyst (BA) is reviewing the risks associated with a proposed solution leveraging Cases and Support Queues, and the effect that those risks might have on the project timeline. Which type of analysis is the BA performing?

• A. Enterprise Analysis
• B. Strategy Analysis
• C. Stakeholder Analysis

A business analyst (BA) at Northern Trail Outfitters (NTO) is assigned to a project to help revamp NTO's sales process. The current process used by the sales team is different than the process outlined in NTO's documentation. Which step should the BA take first?

• A. Meet with stakeholders as a group to understand the current state
• B. Create an Entity Relationship Diagram (ERD) of the current state
• C. Meet with stakeholders as a group to capture future requirements

Cloud Kicks leadership wants to improve the new customer onboarding experience. There are a number of complex handoffs between teams. Service managers have been tasked with working with the operations team to improve the handoff between Salesforce and internal systems. The business analyst (BA) wants to break down the onboarding processes and sub-processes into simpler steps. What should the BA create to engage stakeholders?

• A. Value Stream Map
• B. Universal Process Notation
• C. Capability Model

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

The sales team at Cloud Kicks is rolling out a new sales methodology. To incorporate the requested changes, the business analyst working with the technical team identifies several integrations that touch the Opportunity object and could be impacted by the changes. The project manager wants the solution to include unit testing, code reviews, and functional testing. What does the project team need to agree upon to ensure the work is ready to be deployed?

• A. Entity relationship diagram
• B. User acceptance criteria
• C. Definition of done

A business analyst (BA) discovers that Universal Containers (UC) has automated case assignments in Service Cloud. UC uses case assignment rules to route cases to a predefined team. The UC leadership team wants to improve how cases are routed. What should the BA recommend to help UC 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 rules to Omni-Channel

The project team at Universal Containers has started to review the existing Salesforce manufacturing solution that has low adoption and a variety of customizations including custom objects, custom fields, renamed standard objects, and renamed standard fields. What should the business analyst recommend to the project team to increase understanding when documenting requirements, processes, and potential solutions?

• A. Use industry terminology and language
• B. Use customer terminology and language
• C. Use Salesforce terminology and language

Northern Trail Outfitters (NTO) is working with an implementation partner to transform its customer support team with Service Cloud. A new business analyst (BA) who is a replacement from the partner was introduced to NTO stakeholders during the discovery phase of the project. The new BA is still getting to know each of the stakeholders when they start the requirements workshop. The BA asks a stakeholder a discovery question and they seem irritated. What should the BA do to build trust with the stakeholder as the project continues?

• A. Reset project expectations at the next meeting with the stakeholder
• B. Set up a casual meeting to create a personal connection with the stakeholder
• C. Ask an executive sponsor to address the stakeholder's concerns

A business analyst (BA) is working with stakeholders at Universal Containers to walk through a potential solution for the lead routing and qualification process. The solution will include automated and manual features. Which artifact should help the BA illustrate the vision of a solution to stakeholders?

• A. Detailed user stories with technical documentation about the existing process
• B. Collected pain points from people who follow the existing process
• C. Annotated process flows with modifications to an existing process

At the start of a new Agile development project, the Universal Containers product owner asked the business analyst (BA) to clearly define the intended results of the work based on stakeholder needs. The development and implementation teams will use the intended results to plan product decisions. The definition should avoid assumptions and focus on stakeholder value. Which element should the BA choose to define the intended results?

• A. Epics
• B. Requirements
• C. User stories

Northern Trail Outfitters (NTO) has acquired a competitor. The agreement is to migrate the acquired company into NTO's Technological Platforms. One of its challenges is to offer a unified customer experience while strengthening the relationship with its customers. The business analyst (BA) has been asked to translate the business objectives and assemble an improved and standard customer experience. Which strategy should the BA use to accomplish the goal?

• A. Understand business objectives, determine company culture, evaluate processes and user experiences, interview stakeholders, and add improvements to the integration roadmap
• B. Understand business objectives, define the intention and audience, lead a journey mapping workshop, find opportunities for improvement, and update the journey map
• C. Understand business objectives, define the intention and audience, conduct user experience research, analyze the research results, and design an improved new user experience

One retail location of Cloud Kicks has been getting complaints from shoppers about being unable to find items in the store. The general manager has asked IT to configure tablets for the sales clerks so they can move freely around the store to assist customers. The IT team writes a functional requirement: Tablets running the Salesforce mobile app must allow users to access store inventory records which Include current item count and item location. Which user story should the business analyst write to describe the functional requirement,

• A. As a general manager, I want sales clerks to have tablets so they can help customers find items
• B. As a sales clerk, I want to see item availability and locations to help customers find items
• C. As a customer, I want sales clerks to have access to item availability to help them find items

A sales manager expresses frustration that the sales team is failing to enter calls in Salesforce. The manager is hoping to resolve the issue quickly and has limited time and budget to completely revamp existing tools and processes. The sales manager reaches out to the business analyst (BA) for recommendations. What should the BA do next?

• A. Research third-party apps on the AppExchange
• B. Export a weekly report of user activity
• C. Engage a developer to scope a custom solution

Cloud Kicks wants managers to be able to approve time-off requests in Salesforce. A business analyst (BA) wrote the following: User Story - "As a manager, I want to communicate the status of time-off requests with employees so that I can increase employee satisfaction." Acceptance Criteria - • A manager can change the status of the request. • A manager can send a comment to the employee about their request. • The solution must be intuitive. Why does the BA need to make a change to improve the user story?

• A. The acceptance criteria is too vague
• B. The acceptance criteria should be solution focused
• C. The user story is too large to test

The business analyst (BA) at Universal Containers has been capturing the requirements for a major Sales Cloud release. An admin has been deploying the resulting system changes. The quality assurance (QA) team has run into challenges when testing the changes. The BA is unaware of deployment and testing challenges. What should the BA do to resolve these challenges with the release team?

• A. Involve the stakeholders in the business requirements gathering sessions
• B. Provide detailed test cases to validate the functional requirements
• C. Associate each set of metadata changes to the corresponding user story

The business analyst (BA) at Universal Containers is also its primary system admin. The BA knows that version control is mandatory when it comes to releasing. What is the most efficient process for the BA to track the changes they are committing?

• A. Metadata backups
• B. DevOps
• C. Agile planning

A business analyst (BA) conducted a group workshop with stakeholders to understand and document in-scope business processes. The BA feels there are gaps between process steps. What should the BA do to close the gaps or confirm the process steps?

• A. Conduct elicitation with stakeholders regarding their parts of the process
• B. Using strategy analysis, define models of how gaps in the business process can be resolved
• C. Review the documentation to ensure that information gathered about the process is correct

A business analyst (BA) at Northern Trail Outfitters is preparing for a user acceptance testing (UAT) session for a global Sales Cloud project. What should the BA do to engage the business most effectively during UAT?

• A. Hand off ownership for writing, reviewing, and executing UAT scenarios, providing feedback, and approval for release to business stakeholders
• B. Work with quality assurance analysts to collaborate in writing, reviewing and executing UAT scenarios, providing feedback, and approval for release
• C. Work with business stakeholders to collaborate in writing, reviewing, and executing UAT scenarios, providing feedback, and approval for release

A business analyst (BA) at Universal Containers (UC) has been asked to evaluate a business process at a high level and in detail, while also keeping regulatory considerations in mind. Management wants to use the output from the BA's evaluation to inform decisions about UC's future implementations of Sales Cloud and Service Cloud. What should the BA use for their evaluation?

• A. Universal Process Notation (UPN)
• B. Entity Relationship Diagram (ERD)
• C. Cross-functional flowchart