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Salesforce Certified Business Analyst Exam 2025 - 2026
//Graded A+ Salesforce Certified Business Analyst Exam
With Real questions and well verified answers 2025- 2026
Northern Trail Outfitters (NTO) has acquired a competitor. The agreement is to migrate the acquired
company into NTG's Technological Platforms. One of its challenges is to offer a unified customer
experience while strengthening the relationship with its customers. The business analyst (BA) has been asked to translate the business objectives and assemble an improved and standard customer experience. Which strategy should the BA use to accomplish the goal? A. Understand business objectives, define the intention and audience, conduct user experience research, analyze the research results, and design an improved new user experience. B. Understand business objectives, define the intention and audience, lead a journey mapping workshop, find opportunities for improvement, and update the journey map. C. Understand business objectives, determine company culture, evaluate processes and user experiences, interview stakeholders, and add improvements to the integration roadmap. Answer: B What are the business analyst's responsibilities during the analyze phase of the Salesforce implementation lifecycle? A. Complete testing, build training materials, and elicit requirements for the next iteration. B. Create a data dictionary, write end user documentation, and review test scripts. C. Gather business requirements, create process maps, and write user stories. C
A business analyst (BA) is compiling a list of subject matter experts to consult throughout the discovery for a new Service Cloud implementation. What is the primary value of the BA speaking with customer service reps? A. Validating current processes B. Estimating the project cost C. Building solution design consensus Answer: A 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? A. A business process model B. A persona journey map C. A collection of use cases Answer: A Northern Trail Outfitters is starting a project to implement Service Cloud for the customer service department. Which activity should be handled by a business analyst assigned to this project? A. Work with Salesforce to purchase the necessary licenses. B. Manage existing Salesforce applications and activities. C. Understand current business processes and document existing functionality. Answer: C
challenges. B. Give a perspective from a relatable persona that shows the development team can solve their business challenges. C. Describe a perspective from the business requirements document that addresses architectural concerns based on their business challenges. Answer: B Northern Trail Outfitters (NTO) plans to significantly grow its workforce and wants to increase the overall security of its Sales Cloud instance. NTO has previously implemented a complex security solution with organization wide defaults, criteria-based sharing rules, and dozens of user profiles. NTO has asked a business analyst for recommendations on how to proceed. Which aspect of a potential solution is most important for a BA to consider? A. User adoption B. Scalability C. System downtime Answer: A Cloud Kicks (CK) has expressed concerns about the distribution process for a new line of shoes, because the company consistently misses its targeted delivery dates. CK asks the business analyst (BA) to uncover the issue and propose a business solution. What should the BA do next? A. Review future state distribution processes for CK. B. Explore how retailers similar to CK handle distribution.
C. Shadow an operations team member at the CK distribution facility. Answer: C Northern Trail Outfitters (NTO) has moved its inventory systems to Salesforce to track the clothing it manufactures and sells. As a part of this project, NTO wants to implement several features which will also improve how its inventory is restocked. In order to manage the discovery phase of the project, the project team plans to hire a business analyst . What should a BA do to be successful during the first phase of the project? A. Elicit requirements, build automation, and deploy a solution, B. Architect a solution, configure a sandbox, and build a proof of concept. C. Elicit requirements, create flows and process diagrams, and understand business analytics. Answer: C At Cloud Kicks (CK), the marketing director's management style is results-driven. CK uses scrum methodology when developing improvements to its Salesforce org. The director requests urgent enhancements in the middle of a sprint that require changes by the development team, The director believes their needs are of the highest importance. What should the business analyst do when disruptions to the project occur? A. Focus on the agreed upon deliverables instead of the new requests to prevent overallocation of resources. B. Ask the project manager for an additional resource to implement the new requests. C. Interpret the requests as guidelines to be used when determining priorities for the upcoming release.
causes tension within the team and a lack of clarity around project direction. What should the business analyst do to help the team work together more effectively? A. Encourage leadership to share their vision for the project, and ask the larger team to focus feedback only on the key objectives, pain points, and requirements outlined by leaders. B. Limit participation in key project discovery, requirements, and solutioning meetings to leadership. and engage the larger team to answer questions directly/ related to their roles when needed. C. Lead the stakeholders in creating a team agreement that assigns project roles and outlines how the team will collaborate, disagree, develop trust, and define success Answer: C 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? A. 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. B. 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. C. 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 liaison between business and technical teams.
Answer: C Universal Containers (UC) uses a Salesforce org. UC is merging with a sister company that uses a different CRM. The incoming sales team is reluctant to change to a different process. The business analyst (BA) has been asked to help reach consensus and drive adoption. Which group is well positioned to help the BA secure alignment for the initiative? A. System admin and project manager B. Power users and top sales earners C. Executive sponsors and sales leadership Answer: A A business analyst (BA) at Northern Trail Outfitters has been asked to explain a sales process improvement idea and collaborate on a plan for implementation. Several sale users in various locations have been identified to participate. Which technique should the BA use to optimize effectiveness and build a shared understanding of the idea and approach? A. Demo prototype B. Virtual whiteboard C. One-on-one meetings Answer: B The business analyst at Universal Containers has met with stakeholders and is using the waterfall methodology to capture requirements for Sales Cloud enhancements for a future product release. What is the next step for the BA to take before build can begin?
Cloud Kicks (CK) wants to enhance the user experience for customer service agents on Service Cloud so they can effectively meet their service-level agreements. CK has a vision for the future state, but needs to understand how to achieve it. A business analyst (BA) has been assigned to help with this goal. Which type of document should the BA use to meet the requirement? A. Change management B. Use case C. Gap analysis Answer: C The Salesforce team at Cloud Kicks (CK) is reviewing the sales team's business processes. During a review session, the business analyst notices that quantifiable benchmarks have yet to be established. Why is it a best practice to establish benchmarks to evaluate existing processes? A. Proves processes are out of date and require a new solution B. Compares processes against CK's closest competitors C. Shows tangible impact from changes to processes Answer: C The scrum team working on Salesforce projects at Northern Trail Outfitters plans to review the current build with stakeholders to gather feedback. The business analyst will facilitate the meeting. Which type of meeting should be held? A. Retrospective B. Daily stand-up
C. Sprint review Answer: C The business analyst (BA) at Northern Trail Outfitters recently configured a feature on Opportunities for the sales team. The BA plans to gather feedback from a small group of end users before rolling out the feature to the entire company. What should the BA do to present this information? A. Share user stories about the feature. B. Demo the new feature. C. Create a feature manual. Answer: B Cloud Kicks (CK) wants its sales team to use Sales Cloud to decrease its lead conversion time. The business analyst (BA) will analyze and break down CK's typical sales cycle. How can process mapping help the BA get started on this project? A. It can show the relationship between the steps and actions in the sales cycle to communicate and understand the current state, and to identify areas for improvement. B. It can model changes in the current customer experience, analyze each change's potential for impact, and help visualize potential improvements in the sales cycle in advance of the solution design. C. It can display complex ideas in a consistent format, highlight blockers and impediments to help
C. Collected pain points from people who follow the existing process Answer: B 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? 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 A business analyst (BA) at Universal Containers has been assigned to a Salesforce project that will have an impact on more than 5,000 office locations across the globe. The BA needs to identify the people who can describe the business problem and provide detailed requirements. Which document should the BA use? A. RACI chart B. User stories C. Stakeholder analysis Answer: A
A business analyst (BA) is working with the support team at Cloud Kicks (CK) on a Service Cloud implementation. The BA has decided to create a process map to understand CK's current merchandise return process. What are the top three benefits of creating a process map? A. Engages stakeholders, identifies improvements, and starts the change process B. Builds accountability, increases revenue, and decreases overall time spent on requirements C. Identifies improvements, decreases project costs, and starts the change process Answer: A The business analyst (BA) implementing Salesforce at Cloud Kicks is interacting with many different people throughout the company. Some of the subject matter experts (SMEs) are difficult to engage, and the BA is struggling to get the information they need. What should the BA do when they find it difficult to get a response? A. Put extra effort into following up with the SMEs. B. Limit effort to contact the unresponsive SMEs. C. Escalate the concern to the SMEs' manager. Answer: C
A. Use UC's existing terminology. B. Adhere to agreed upon mapping standards. C. Identify resources engaged in each step. Answer: B The business analyst (BA) at Northern Trail Outfitters needs to create a current state process map for a Service Cloud implementation with its retail division. The BA needs a simple diagramming notation for the process map that is applicable across all industries, provides context for metrics and management decisions, and supports regulatory considerations. Which diagramming notation should the BA use for the process map? A. Business Process Modeling Notation (BPMN) B. Universal Process Notation (UPN) C. Unified Modeling Language (UML) Answer: B At the start of a new Agile development project, the Universal Containers' product owner asked the business analyst (BA) to clearly define the intended results of the work based on stakeholder needs. The development and implementation teams will use the intended results to plan product decisions. The definition should avoid assumptions and focus on stakeholder value. Which element should the BA choose to define the intended results?
A. Requirements B. User stories C. Epics Answer: B Universal Containers recently kicked off a project to build an Experience Cloud solution for partners. Partners need to upload their monthly sales reports to this account portal. Which option should the business analyst use as the functional requirement specification? A. Partners need to submit monthly sales reports. B. The portal should allow for partners to upload monthly sales reports. C. The portal should allow for partners to access monthly sales reports. Answer: B While working on a new Sales Cloud feature request for the sales team at Northern Trail Outfitters, the business analyst (BA) uncovers a workflow which could have an impact on the service team. The sales director assures the BA that the impact to service would be minimal. Which step should the BA take next? A. Review the effort and impacts with the service team, and work to align requirements across the teams. B. Continue with the effort as defined by sales and add a backlog item to review the service impacts in the future.
Universal Containers is setting up a Salesforce email integration for the sales team. Through discovery conversations, the business analyst (BA) learns the operations team also needs email integration in the near future. What should the BA do next? A. Proceed with the sales team's project as planned. B. Start project work for the operations team. C. Include the operations team during discovery. Answer: A Universal Containers is about to kick off a new Salesforce implementation, bringing both sales and service teams onto the platform. Each team has been managing Accounts and Contacts in their own way even though the Accounts and Contacts are shared between the teams. This has resulted in disagreements about what should be built in Salesforce. Which groups should the business analyst work with to gain full alignment on a common program vision and strategy? A. Business leaders, middle management, and end users B. Senior leadership, IT leadership, and middle management C. Executive sponsors, IT leadership, and end users Answer: B The Salesforce development team is strictly following scrum to govern its releases. An executive trying to plan a vacation wants to know when work on the feature will begin so they can be available for additional implementation questions. After consulting with the product owner, the business
analyst (BA) learns the team has decided to adopt Kanban instead for all future releases. What should the BA tell the executive? A. Work will begin after executive approval is given. B. Work will begin in the next sprint. C. Work will begin when capacity becomes available Answer: C Cloud Kicks has moved into the quality assurance (QA) phase of Salesforce product configuration and extension. The QA team is now trying to confirm it has delivered value to stakeholders based on business requirements. The team is asking questions such as, "Did we build the right product?'' and "Did we build the product right?" Which element should the business analyst use to help the QA team validate that the product fulfilled the requirements without ambiguity? A. Process maps B. User stories C. Acceptance criteria Answer: C Northern Trail Outfitters (NTO) is undergoing a Salesforce implementation for Service Cloud. The business analyst is currently working with the development team as they build features in the sandbox. NTO wants to test these features before the changes are deployed to the production environment. As part of the Application lifecycle Management (ALM) process, which three development models does Salesforce support?
