Certified Business Analyst Universal Practice Questions

Universal Containers is about to kick off a new Salesforce implementation, bringing both sales and service teams onto the platform. Each team has been managing Accounts and Contacts in their own way even though the Accounts and Contacts are shared between the teams. This has resulted in disagreements about what should be built in Salesforce. Which groups should the business analyst work with to gain full alignment on a common program vision and strategy?

• AA. Business leaders, middle management, and end users
• BB. Senior leadership, IT leadership, and middle management
• CC. Executive sponsors, IT leadership, and end users

Universal Containers has chosen to leverage Experience Cloud to create an engaging site for its customers. The business analyst (6A) leading this project needs to validate that the requirements meet the goal. What should the BA do to ensure alignment?

• AA. Survey customers to confirm whether the new site meets their requirements.
• BB. Circulate the requirements to stakeholders, incorporate feedback, and obtain sign-off.
• CC. Conduct a whiteboarding session to ensure the requirements are accurate.

A business analyst (BA) at Universal Containers is conducting discovery sessions for implementing Experience Cloud. The key stakeholders have been assembled. The user stories have been written. What should the BA do next?

• AA. Write the test scripts.
• BB. Define the acceptance criteria
• CC. Plan the sprint schedule.

Universal Containers has a Salesforce Knowledge base solution; however support agents have indicated that the system has duplicate knowledge articles. The agents have requested a feature that allows them to compare articles side-by-side and merge the articles. While researching solution option, the business analyst (BA) noticed an idea in the Salesforce IdeaExchage that directly addresses this requirement. The idea is in beta testing and will generally available in the next release. What should the BA suggest?

• AA. Ask the support manager to wait until the idea is released.
• BB. Ask the Salesforce Account Executive to release the idea early.
• CC. Ask the development team to build a custom solution based on the idea.

The business analyst (BA) at Cloud Kicks is working on improving the company's Service Cloud deployment. The BA wants to leverage Universal Process Notation (UPN) to document the current process. What is one benefit of using UPN in this scenario?

• AA. Complex processes can be documented with 20 or more activity boxes.
• BB. A single activity box can answer Who, What, When, Why, and How.
• CC. Key parts of a process can be easily identified by using different shapes.