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Salesforce BA-201 Exam Syllabus Topics:

Salesforce Certified Business Analyst Sample Questions:

Question 1

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

Question 2

The business analyst (BA) working with the contract renewal team at Cloud kicks has mapped out is current renewal process, the BA has noted where representatives are inputting contract information from PDF document which is introducing errors an inaccurate date into Salesforce.
Which type of inefficiency is happening during this step in the process?

A. Manual effort
B. Duplication
C. Avoidance

Question 3

A business analyst (BA) at Cloud Kicks has been tasked with preparing for requirements gathering workshops for an upcoming Sales Cloud implementation.
Which documentation is mast beneficial for the BA to define the scope of the project?

A. Suppliers. Inputs, Process, Outputs, Customers (SIPOC) Map
B. Value Stream Map
C. Detailed Process Map

Question 4

Northern Trail Outfitters wants to reduce the amount of time it takes for customers to receive their orders after making an online purchase.
Which initial steps should the business analyst take to help determine why the order management and fulfillment process is slow?

A. Create a process map that includes detailed steps related to order management and fulfillment, analyze the process map for inefficiencies, and present findings to leadership.
B. Work with stakeholders to identify relevant processes, select a key process with defined start and end points, and collaborate with process owners and users to create a current state process map.
C. Conduct interviews with stakeholders in the order management and fulfillment departments to identify individual pain points and brainstorm process improvement solutions.

Question 5

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 operating team to improve the handoff between salesforce and internal systems. The business (BA) wants to break down the onboarding processing 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

Solutions: