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Certified-Business-Analyst Questions and Answers

Question # 1

Northern Trail Outfitters (NTO) has noticed that many customers are posting to social media about issues they are having with a new product. The services team is looking for easy ways to engage with these customers and resolve their complaints. During the first discovery meeting of the project, the business analyst (BA) hears that the VP of services and support wants to implement Omni-Channel for NTO's Service Cloud.

What should the BA do first to ensure the ongoing success of the project?


Configure a proof-of-concept demo within a sandbox environment to show the pros and cons of the requested solution.


Produce a gap analysis document that will show the ways the requested solution can solve the limitations of NTO's current system.


Encourage the project stakeholders to think of various ways to solve cases different before deciding on a specific solution.

Question # 2

Universal Containers is developing a new case management solution in Salesforce. The business analyst has started writing user stories to capture feature needs. One user story is: The customer care representative wants to take ownership of new cases and communicate with customers so they can provide high-touch customer experiences."

Which component of the user story is "provide high-touch customer experiences?"







Question # 3

A business analysis (BA) is creating a business flowchart to review with a customer service team that is using service team that is using Service Cloud. The team is organized by the products and the regions they support.

Which step should the BA include e in the business flowchart?


Capture decision steps and different outcomes.

Illustrate which fields are integrated with an external system.


Set limits to the scope that will be documented.