← Back to exam page

Certified-Business-Analyst – Salesforce Certified Business Analyst Exam (SU22)

Loading demo links...

Showing 7–9 of 15 questions

Question 7

The Sen/ice Center at Universal Containers (UC) uses Service Cloud and Experience Cloud to manage its customer case lifecycle. UC wants to limit the number of interactions a customer has during the lifecycle. The project leader has asked the business analyst (BA) to visually illustrate the lifecycle.

Which document should the BA create?

Select an option, then click Submit answer.

  • ○

    Journey Map
  • ○

    Heat Map
  • ○

    Process Map
Question 8

Universal Containers (UC) is wording with an implementation partner to help it optimize Salesforce. A new business analyst (BA) from the partner was introduced to UC stakeholders a few weeks into the project The BA is getting to know each of the stakeholders by their roles and contributions. However, the BA had one misstep and is slightly embarrassed.

What should the BA do to build trust with the stakeholders?

Select an option, then click Submit answer.

  • ○

    Be vulnerable and own their mistake.
  • ○

    Promise to work harder to avoid other mistakes.
  • ○

    Ask their supervisor for help immediately.
Question 9

Cloud Kicks wants to assess the efficiency of its Sales Cloud solution to eliminate unnecessary steps and cut costs. A business analyst (BA) will give a presentation to executives to help them understand the current state and define the future state.

Which document should the BA use for the presentation?

Select an option, then click Submit answer.

  • ○

    A business process model
  • ○

    A persona journey map
  • ○

    A collection of use cases