Question 1

The business analyst (BA) at Northern Trail Outfitters is getting ready to kick off a new Service Cloud project with the retail division to turn on the Web-to-Case functionality. The BA wants to better understand business processes so they can accurately scope the project. Which type of documentation should the BA utilize?

Options :

A : Current state analysis

B : Object models

C : Use cases

Answer: A

Question 2

The business analyst (BA) at Cloud Kicks has been asked to map the current sales process in Sales Cloud to document legal compliance with local privacy regulations, which can differ based on the state or country of a data transaction. Which activity would be most effective in helping the BA understand the sales process?

Options :

A : Using live workshops to map out the sales process

B : Asking stakeholders to complete a questionnaire

C : Conducting individual interviews with stakeholders

Answer: A

Question 3

A sales manager at Cloud Kicks recently learned about Salesforce Macros and believes service agents could benefit from the feature. The sales manager created the following user story: "As a service agent I want Salesforce Macros to complete repetitive tasks faster." What should the business analyst change to improve the user story?

Options :

A : Replace the specific feature with a goal.

B : Change the user story to the sales manager persona.

C : Add a quantifiable reason why the feature is needed.

Answer: C

Question 4

Northern Trail Outfitters is undergoing a Service Cloud implementation and has decided to use the Scrum methodology for the implementation. A business analyst (BA) received an urgent, high-priority change request m the middle of a sprint. Which step should the BA take next?

Options :

A : Add the change request to the backlog to be prioritized for the next sprint.

B : De-prioritize some user stones and add the change request to the current sprint.

C : Begin working on the change request as soon as the team has capacity.

Answer: C

Question 5

One retail location of Cloud Kicks has been getting complaints from shoppers about being unable to find items in the store. The general manager has asked IT to configure tablets for the sales clerks so they can move freely around the store to assist customers. The IT team writes a functional requirement: • Tablets running the Salesforce mobile app must allow users to access store inventory records which include current item count and item location. Which user story should the business analyst write to describe the functional requirement?

Options :

A : As a sales clerk, I want to see item availability and locations to help customers find items.

B : As a general manager, I want sales clerks to have tablets so they can help customers find items.

C : As a customer, I want sales clerks to have access to item availability to help them find items.

Answer: A

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