BUSINESS-ANALYST practice questions 101–110

1. Question 101 · 112 in bank

   A business analyst captures the following acceptance criteria for a user story about case reassignment in Service Cloud. • A service manager can click a Reassign button that changes the owner field of the case. • A service manager is able to reassign cases as part of the mobile experience. • Reassignment functionality can be used on cases that have been auto-reassigned. • Service reps are unable to reassign cases. Which mistake was made?

   • AThe criteria are small and testable.
   • BThe criteria include solution information.
   • CThe criteria are aligned with the user's goal.

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   Answer: B

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2. Question 102 · 112 in bank

   During a discovery session with several stakeholders from Universal Containers' (UC) services team, the business analyst (BA) learned that UC recently implemented an Experience Site that allows customers to view Knowledge articles and submit cases. The stakeholders have asked for suggestions to determine if the current solution is adding value to the business. What should the BA recommend?

   • AReview the Einstein Article Recommendations feature in the services team's org.
   • BReview user stories on the services team's development backlog.
   • CReview the services team's goals, initiatives, strategies, and obstacles.

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   Answer: C

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3. Question 103 · 112 in bank

   During a requirements gathering session, two stakeholders discuss the names of the fields they want to see when adding leads to the system. Each stakeholder has a different point of view on field names. What should the business analyst do to help influence the team and accurately capture the requirements?

   • AFind a middle ground where both stakeholders are satisfied with the field names.
   • BAsk the executive sponsor to make the final field name decisions.
   • CAllow the development team to make the final field name decisions.

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   Answer: A

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4. Question 104 · 112 in bank

   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?

   • AValue Stream Map
   • BUniversal Process Notation
   • CCapability Model

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   Answer: B

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5. Question 105 · 112 in bank

   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?

   • AMinimize case escalations to reduce time to resolution.
   • BDocument the current case assignment process.
   • CMigrate from case assignment rules to Omni-Channel.

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   Answer: B

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6. Question 106 · 112 in bank

   Which step should a business analyst take to establish credibility and convey empathy with stakeholders during discovery sessions for a new Experience site?

   • AReiterate the project objectives and the KPIs that will be tracked.
   • BDescribe work with other companies that has solved similar problems.
   • CEnsure the workshop schedule considers time zones and language differences.

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   Answer: B

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7. Question 107 · 112 in bank

   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?

   • AMeet with stakeholders as a group to understand the current state.
   • BCreate an Entity Relationship Diagram (ERD) of the current state.
   • CMeet with stakeholders as a group to capture future requirements.

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   Answer: A

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8. Question 108 · 112 in bank

   A new employee at Universal Containers just sent the business analyst (BA) a Slack message with an attachment named User_Stories_v37_final final _final.docx. Which best practice should the BA train the employee on first?

   • AUse acceptance criteria to define success.
   • BUse standard naming conventions.
   • CUse a version control repository.

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   Answer: B

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9. Question 109 · 112 in bank

   The business analyst (BA) at Cloud Kicks (CK) has been tasked with optimizing CK's lead process. In the weekly sales meeting, the BA outlines the project and asks for input. A new entry-level employee reaches out multiple times with ideas and suggestions for improvements. What should the BA do when responding to the new employee's input?

   • ASchedule a one-on-one meeting with the new employee to get an alternative perspective from a beginner's mind.
   • BSend a detailed survey to the entire sales team, including the new employee, to understand their needs, expectations, and priorities.
   • CAcknowledge the new employee's ideas while making extra effort to reach out to stakeholders who have more industry experience and knowledge.

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   Answer: A

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10. Question 110 · 112 in bank

    Universal Containers is focused on an initiative to streamline its channel management processes. Due to the level of complexity, the business analyst (BA) will gather and document the key points in preparation to build a more detailed process map. Which diagram should the BA use in this case?

    • AValue Stream Map
    • BSIPOC (Suppliers, Inputs, Process, Outputs, Customers)
    • CCapability Model

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    Answer: A

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BUSINESS-ANALYST practice, question 101. 112 questions available.