Universal Containers (UC) wants to overhaul its Service Cloud implementation and has hired a consulting company to help drive requirements. In an effort to gain more information about the project, the business analyst (BA) has begun to review UC’s structure to understand the functions of each department, how departments interact, and who reports to whom within UC.
Which technique is the BA using?

1. A. Enterprise Analysis
2. B. Stakeholder Analysis
3. C. Strategy Analysis

Correct Answer: A

Cloud Kicks is creating a new lead conversion process in Sales Cloud. During a recent sprint, the business analyst created user stories related to the Opportunity object. Test scripts were created for the lead conversion process. All of the test scripts passed and the new functionality was deployed. After deployment, end users reported error messages when manually creating new Opportunities.
Which area of user acceptance testing (UAT) was overlooked''

1. A. Functionality on interconnected objects should be part of UAT.
2. B. Several teams should be part of UAT to represent multiple viewpoints.
3. C. End users who are experts in that functionality should participate in UAT.

Correct Answer: C

Universal Containers has scheduled a meeting with stakeholders, business analysts (BAs), and technical resources to review user stories. A BA reviews the user stories in advance of the meeting and notices that some best practices have been ignored. The first user story is focused on escalating cases in Service Cloud:
"The customer service agent needs the ability to escalate a case so they can assign high-risk cases to tier 2 support for faster resolution."
Acceptance Criteria:
* 1. Add permission set
* 2. Users can escalate cases
* 3. Create fields on the Case object
* 4. Reports
Which best practice was ignored?

1. A. The "who" of the user story is well-defined.
2. B. The "why’’ of the user story is focused on user needs.
3. C. The ‘’what’’ of the acceptance criteria is negotiable.

Correct Answer: C

The business analyst (BA) needs to identify collaborators for the current Salesforce CPQ project. The documentation has already been analyzed.
What is another important step the BA should take to identify the correct decision makers?

1. A. Survey the business units.
2. B. Create a stakeholder wheel.
3. C. Prepare a RACI matrix.

Correct Answer: C

Sales leadership at 230Cloud Kicks (CK) is concerned about the limited adoption of Salesforce at the company. Salesforce implementation includes many custom pages. Multiple users have complained about wa.t.ng a long time for key functionality to display

1. A. Monitor the Lightning Usage App.
2. B. Run the Lightning page layout.
3. C. Enable Debug Logs.

Correct Answer: A