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

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Showing 13–15 of 15 questions

Question 13

The business analyst (BA) at Universal Containers is meeting with business leaders to elicit and document functional requirements specifications related to its new Salesforce implementation. The BA will also document the functionality this system should provide so it can be developed into a work item.

What is the name of this documentation type?

Select an option, then click Submit answer.

  • ○

    Business analysis plan
  • ○

    Use case
  • ○

    User story
Question 14

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?

Select an option, then click Submit answer.

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    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.
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    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.
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    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.
Question 15

Which type of process diagram should the business analyst use at the beginning of a Salesforce project to outline high-level process areas such as "Prospect to Contract?

Select an option, then click Submit answer.

  • ○

    Capability model
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    SIPOC (Suppliers, Inputs, Process, Outputs, Customers)
  • ○

    Value stream map