A business analyst (BA) is preparing for user acceptance testing for case management scenarios in Service Cloud.
What should the BA do to help prevent gaps from being discovered after go live?

• A.Focus more on happy path testing and less on edge case testing.
• B.Write test scripts that reflect real life and cover the requirements.
• C.Streamline testing by limiting the number of testers involved.

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The project team at Universal Containers has started to review the existing Salesforce manufacturing solution that has low adoption and a variety of customization including custom objects, custom fields, renamed standard fields.
What should the business analyst recommend to the project team to increase understanding when documenting requirements, process and potential solutions?

• A.Use customer terminology and language.
• B.Use industry terminology and language.
• C.Use Salesforce terminology and language.

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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.Conduct interviews with stakeholders in the order management and fulfillment departments to identify individual pain points and brainstorm process improvement solutions.
• B.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.
• C.Work with stakeholders to identify relevant processes, select a key process with defined start and end points, and collaborate wifi process owners and users to create a current state process map.

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A new employee at Universal Containers just sent the business analyst (BA) a Slack message with an named User3tories_v37_final_final_final.docx.
Which best practice should the 6A train the employee on fir

• A.Use standard naming conventions.
• B.Use a version control repository.
• C.Use acceptance criteria to define success.

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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?

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

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