Free Salesforce Certified-Business-Analyst Exam Dumps Questions & Answers

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?

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

As part of the digital transformation at Cloud Kicks, company leaders have decided to adopt Service Cloud as its CRM platform for customer service and support. Executive directors are supportive of the initiative, but end users are unconvinced and prefer to remain on the current platform.
What should the business analyst do to gain the end users' cooperation?

• A.Identify key stakeholders and develop relationships with them as a trusted advisor; involve stakeholders and end users in the design of the new solution; and act as a liasion between business and technical teams.
• B.Respond to end users with empathy and accommodate their needs; translate the end users' needs into technical requirements; and deliver the project to the developers to implement the solution.
• C.Use an assertive influencing style; demonstrate authority and expertise; outline the project objectives; and make sure end users know that the decision has been made and the time to make changes has passed.

Universal Containers is working to improve Salesforce adoption. Customer reps are utilizing many Salesforce features in the org, but sales reps are still relying on their personal spreadsheets.
What should the business analyst do to better understand the sales reps process in order increase Salesforce adoption?

• A.Run reports based on usage to see where the sales reps are spending the majority of their time in Salesforce.
• B.Arrange for the sales reps to collaborate with customer service reps to learn service reps interact with Salesforce.
• C.Host Focus group, conduct surveys, and shadow the sales reps to observe the tools they use and how the use them.

A business analyst (BA) at Universal Containers (UC) has been asked to improve the user experience (UX) of marketing employee who manages webinar data. The chief marketing officer (CMO) thinks the UX issues are related to standard Salesforce Campaign functionality that misaligns with UC s business requirements. The BA surveyed the marketing group about their pain points and was surprised to discover that their concerns differ from the CMOs theory about issues with the UX of Campaigns in Salesforce.
Which influencing style should the BA use when presenting their findings to the CMO and other stakeholders?

• A.Assertive
• B.Collaborative
• C.Analytical

Cloud Kicks (CK) faces challenges with accurate reporting and metrics to use when CK schedules service agent shifts. The VP of service is unsure how the challenges can be solved in Salesforce.
Which analysis should a business analyst perform?

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