QUESTION: 29

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?

Focus on the agreed upon deliverables instead of the new requests to prevent overallocation of resources.
Ask the project manager for an additional resource to implement the new requests.
Interpret the requests as guidelines to be used when determining priorities for the upcoming release.

Answer(s): C

Explanation:

The best way for a business analyst to handle disruptions to the project from urgent requests by the marketing director is to interpret them as guidelines to be used when determining priorities for the upcoming release. This will help them balance between meeting stakeholder expectations and following scrum methodology principles. Focusing on agreed upon deliverables instead of new requests may ignore changing business needs or miss opportunities for improvement. Asking for an additional resource to implement new requests may increase complexity or cost without adding value or quality.

Reference:

https://trailhead.salesforce.com/content/learn/modules/salesforce- business-analyst-certification-prep/collaboration-with-stakeholders

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QUESTION: 30

Universal Containers just rolled out a new sales methodology and process. A month after the initial training, the manager has noticed some reps have a large number of overdue tasks. The manager is unsure if it's a learning curve or a system issue and has asked the business analyst (BA) to determine the cause and recommend a solution.
Which method should the BA use to start collecting data?

Brainstorming and prototyping
Observation and interviewing
focus groups and workshops

Answer(s): B

Explanation:

This answer suggests observation and interviewing as methods to collect data for the BA to determine the cause and recommend a solution for UC's sales challenge. Observation and interviewing are techniques that help the BA understand how users perform their tasks, what challenges they face, and what their needs and expectations are. Observation involves watching users in their natural environment, while interviewing involves asking users open-ended questions.

Reference:

https://trailhead.salesforce.com/en/content/learn/modules/salesforce-business-analyst- quick-look/use-shadowing-to-understand-your-users https://trailhead.salesforce.com/en/content/learn/modules/salesforce-business-analyst-quick- look/use-interviews-to-understand-your-users

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QUESTION: 31

The Sen/ice Center at Universal Containers (UC) uses Service Cloud and Experience Cloud to manage its customer case lifecycle. UC wants to limit the number of interactions a customer has during the lifecycle. The project leader has asked the business analyst (BA) to visually illustrate the lifecycle.
Which document should the BA create?

Journey Map
Heat Map
Process Map

Answer(s): A

Explanation:

This answer identifies a journey map as the document that the BA should create to visually illustrate the customer case lifecycle for UC. A journey map is a tool that shows how customers interact with a business across different touchpoints, channels, and stages. A journey map helps to understand and improve the customer experience, identify pain points and opportunities, and align business goals with customer needs.

Reference:

https://trailhead.salesforce.com/en/content/learn/modules/customer-journey-basics/create-a- customer-journey-map

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QUESTION: 32

Cloud Kicks has invited stakeholders from multiple departments and roles to participate in its latest Salesforce project. Each stakeholder's experiences and priorities for the project are different which 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?

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
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.
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(s): C

Explanation:

The best way for a business analyst to help the team work together more effectively is to lead them in creating a team agreement that assigns project roles and outlines how the team will collaborate, disagree, develop trust, and define success. This will help them align on common goals, expectations, and norms, and resolve any conflicts or misunderstandings. Encouraging 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 may create a top-down approach that ignores other stakeholder perspectives or needs. Limiting participation in key project discovery, requirements, and solutioning meetings to leadership and engaging the larger team to answer questions directly related to their roles when needed may create a siloed approach that reduces collaboration or buy-in.

Reference:

https://trailhead.salesforce.com/content/learn/modules/salesforce-business-analyst- certification-prep/collaboration-with-stakeholders

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Free Certified Business Analyst Exam Braindumps (page: 8)

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