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.
Explanation: The business analyst should do in the first discovery meeting with stakeholders is to collaborate with stakeholders to examine and define CK’s purpose, customers, metrics, and overall business to inform project direction and vision. Discovery is a phase of a Salesforce project that aims to understand the current state of a business, identify its problems or needs, and define its goals or desired outcomes. In the first discovery meeting, the business analyst should work with stakeholders to establish a common understanding of CK’s business context, such as its mission, vision, values, customers, competitors, performance indicators, etc. This can help the business analyst align stakeholders on a shared vision and strategy for the Salesforce implementation. Discussing and documenting specific pain points in existing processes may be part of discovery, but not in the first meeting. The business analyst should first understand the big picture of CK’s business before diving into the details of its processes. Previewing potential Salesforce solutions and collecting feedback from stakeholders may be part of discovery, but not in the first meeting. The business analyst should first understand the problems or needs of CK’s business before proposing any solutions.
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.
Explanation: A use case is a type of documentation that describes how a user interacts
with a system to achieve a specific goal. It is written from the user’s point of view and
follows a standard format of “A [user role] wants to [goal] by [steps]”. A use case helps to
capture the user’s needs and expectations from the system and provides a basis for
developing test cases and acceptance criteria. A BA should use use cases to document
how users will interact with the system and what outcomes they expect from it.
This answer points out that the previous VP’s requirements may differ from those of the
new executive as the largest risk with this approach of using the inherited requirements in
lieu of a traditional discovery process for a Sales Cloud implementation. Requirements are
statements that describe what a solution must do or have to meet the needs and
expectations of the stakeholders or users. Requirements may change over time due to
various factors, such as business goals, market trends, customer feedback, or stakeholder
preferences. Using the previous VP’s requirements without validating them with the new
executive may result in a solution that does not align with their vision, strategy, or value
proposition.
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.
Explanation: The likely cause of the issue was that the project team failed to discuss the user stories as a group before writing them. This could lead to misunderstandings, misalignment, or missing information among the stakeholders and the business analyst. The best practice for writing user stories is to collaborate with all relevant stakeholders and use techniques such as brainstorming, story mapping, or story splitting to elicit and prioritize user needs. The user stories should also be validated and reviewed by all stakeholders before finalizing them. The user stories focusing on well-defined personas is not a likely cause of the issue because personas are useful tools to represent different types of users and their goals, needs, and pain points. The acceptance criteria of the user stories being too specific is not a likely cause of the issue because acceptance criteria are statements that define how to verify that a user story is completed and meets the user’s expectations.
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
Explanation: A business analyst is responsible for creating user training materials that explain how to use the new case management solution. The training materials should include screenshots, videos, diagrams, and step-by-step instructions that cover the key features and functionalities of the solution. The business analyst should also ensure that the training materials are aligned with the user stories and requirements.
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
Explanation:
The level influence that business analyst should place HR Director stakeholder wheel
project stakeholder wheel tool identifies understands needs expectations interests
influence power stakeholders involved project stakeholder wheel has four levels influence
sponsor project enterprise environment sponsor highest level influence project second
highest level influence enterprise third highest level influence environment lowest level
influence HR Director should placed project level influence stakeholder wheel HR Director
makes decisions determines priorities requirements project HR Director also directly
affected outcome project.
The sponsor is not level influence that business analyst should place HR Director
stakeholder wheel sponsor highest level influence stakeholder wheel sponsor provides
funding resources support project sponsor also defines vision objectives success criteria
project HR Director not sponsor project unless also provides funding resources support
project.
The enterprise is not level influence that business analyst should place HR Director
stakeholder wheel enterprise third highest level influence stakeholder wheel enterprise
includes internal individuals teams groups affected outcome project but not actively
contribute project enterprise also includes policies procedures standards guidelines govern
project HR Director not enterprise unless also affected outcome project but not actively
contribute 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.
Explanation:
User stories should follow the "Who, What, Why" format to ensure clarity and relevance:
Avoiding Ambiguity: The feedback about the unclear definition of "case" highlights
a lack of context in the user story. Following the "Who, What, Why" format ensures
that stories are understandable to all stakeholders.
Best Practices: Salesforce recommends well-structured user stories to
communicate functionality clearly during demos and workshops.
Stakeholder Alignment: Including the "why" links functionality to business value,
helping stakeholders understand the purpose of features showcased.
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.
Explanation: The level of detail that the business analyst should use for the process map and why is somewhat detailed. This is because the process map should provide enough information to guide new users through the onboarding process, but not overwhelm them with too much detail that may be irrelevant or unnecessary. Since the process will be repetitive, new users will learn and remember the details over time, and they can always refer back to the process map if needed. The process map should include the main steps, decisions, inputs, outputs, and roles involved in the onboarding process, as well as any exceptions or variations. The process map should also use clear and consistent terminology, symbols, and notation to ensure readability and understanding.
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.
Explanation: The best practice for identifying which stage in the sales process the industry
standard due-diligence should be embedded is to develop a process map as a base, work
with stakeholders to understand the trigger point, and locate the stage. This practice helps
to:
Develop a process map as a base: This provides a visual representation of the
sales process, showing the steps, inputs, outputs, roles, and decisions involved in
each stage.
Work with stakeholders to understand the trigger point: This helps to elicit
feedback and insights from the stakeholders who are familiar with or affected by
the sales process, and identify when or why the industry standard due-diligence is
needed or required.
Locate the stage: This helps to determine where in the sales process the industry
standard due-diligence should be embedded, based on the trigger point and the
business logic.
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
Explanation: Support agents are critical for the BA to include in UAT because they are the end users of the Service Cloud enhancements and can validate whether the solution meets their needs and expectations. System developers and quality assurance testers are important for the development and testing phases, but they are not essential for UAT, which is focused on the business requirements and user feedback.
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.
Explanation:
User Acceptance Testing (UAT) ensures the solution meets business requirements and is
ready for deployment:
Validation of Business Needs: UAT allows end users to test the solution against
real-world scenarios, ensuring the product aligns with the business processes.
BA’s Role in Testing: Salesforce highlights the importance of the BA in facilitating
and supporting UAT to identify any gaps before stakeholder demos.
Smooth Transition: UAT provides an opportunity to refine the product and enhance
user confidence in its functionality.
| Page 7 out of 26 Pages |
| Previous |