A business analyst (BA) at Northern Trail Outfitters was asked to create a new user story for a Sales Cloud update requested by the inside sales team. The BA created the following story:
"As a user, I need visibility to customers' purchase history details so I can increase efficiencies and improve closure rates by better tailoring sales offerings."
Which mistake did the BA make when creating this story?

1. A. The goal is undefined.
2. B. The persona is undefined.
3. C. The need is undefined.

Correct Answer: A

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?

1. A. Current state analysis
2. B. Object models
3. C. Use cases

Correct Answer: B

The business analyst (BA) at Cloud Kicks is working on improving the company's Service Cloud deployment. The BA wants to leverage Universal Process Notation (UPN) to document the current process.
What is one benefit of using UPN in this scenario?

1. A. Complex processes can be documented with 20 or more activity boxes.
2. B. A single activity box can answer Who, What, When, Why, and How.
3. C. Key parts of a process can be easily identified by using different shapes.

Correct Answer: B

The business analyst at Cloud Kicks is using a checklist to assess the quality of user stones for an upcoming Experience Cloud implementation.
Which characteristics make a user story successful?

1. A. Clean Direct, Concise, Cross Functional, Configurable
2. B. Actionable., Concise, Testable, Solution-oriented, Defined
3. C. Independent, Negotiable, Valuable, Estimabl
4. D. Small, Testable

Correct Answer: C

The Salesforce delivery team at Cloud Kicks consistently has user stories that developers start but are unable to complete during each sprint. During the most recent retrospective, the development team expressed that they are running out of time to complete the stories. The team used the INVEST checklist to diagnose why these stories are incomplete at the end of the sprint.
Which checklist item is the most likely reason why the stories are incomplete at the close of the sprint?

1. A. Negotiable
2. B. Valuable
3. C. Small

Correct Answer: C