Certified-Business-Analyst Exam Dumps - Salesforce Certified Business Analyst Exam (SP25)

According to the Salesforce Business Analyst Study Guide (v1.2, p. 82):

“When defining success metrics for a Sales Cloud rollout, Business Analysts should distinguish between activity metrics (which measure what reps do) and outcome metrics (which measure business results). Activity metrics—such as number of calls or emails—help track adoption of new processes, but they do not directly tie to revenue goals. Outcome metrics—such as average revenue per account or win rate—directly reflect the health of the pipeline and the profitability of the sales organization.”

Additionally, the Salesforce Sales Cloud Implementation Guide (Summer ’24, p. 45) states:

“Average Revenue Per Account (ARPA) is a key benchmark for sales teams because it normalizes revenue performance across accounts of varying sizes and sales cycles. Tracking ARPA over time enables stakeholders to see whether new strategies are driving higher-value deals and to pinpoint which segments or products are most profitable.”

Option A measures activity volume but doesn’t tie directly to revenue outcomes.

Option B is a service/support metric, not a sales performance indicator.

Option C is an outcome metric that directly correlates with business goals by showing deal value trends.

Kanban is an agile methodology that focuses on visualizing work, limiting work in progress, managing flow, making policies explicit, implementing feedback loops, improving collaboratively, evolving experimentally (Kaizen). Kanban is suitable for scenarios where work is generally project-based and can be broken into smaller pieces that can be completed quickly and independently by different team members without dependencies or bottlenecks. Kanban uses boards with columns representing different stages of work (such as backlog, doing, done) and cards representing individual work items (such as tasks, features, bugs). Kanban helps teams monitor their progress, identify issues, prioritize work, optimize resources, improve quality, reduce waste, increase efficiency, deliver value faster, adapt to changing needs, etc.

A business process model is a visual representation of how a business operates and how different activities are connected. It can help executives understand the current state and define the future state of a business process. A persona journey map is a tool to understand the needs, goals, and pain points of a specific user group. A collection of use cases is a set of scenarios that describe how users interact with a system or solution. References: https://trailhead.salesforce.com/content/learn/modules/salesforce-business-analyst-certification-prep/business-process-mapping https://trailhead.salesforce.com/content/learn/modules/salesforce-business-analyst-certification-prep/collaboration-with-stakeholders

One thing that user stories help the business analyst do is encourage iterative development. Iterative development is an approach that breaks down a project into smaller cycles or iterations, each delivering a working piece of functionality or value to the user. User stories are well suited for iterative development because they are concise, focused, and prioritized based on user needs and value. User stories help to deliver features faster and more frequently, while allowing for feedback and changes along the way. References: https://trailhead.salesforce.com/content/learn/modules/user-story-creation/learn-about-user-stories

This answer suggests acknowledging the feedback, creating a new user story that includes the field changes, and asking the stakeholder to update the existing test case to show it was successfully tested as the next step for the BA after receiving this feedback from a stakeholder during user acceptance testing for a global customer service project that leverages Service Cloud. Acknowledging the feedback shows respect and appreciation for the stakeholder’s input and involvement. Creating a new user story that includes the field changes helps to capture and prioritize the new requirements, and avoid scope creep or impact on other user stories. Asking the stakeholder to update the existing test case to show it was successfully tested helps to validate and document that the functionality described in the test case is working as expected. References: https://trailhead.salesforce.com/en/content/learn/modules/salesforce-business-analyst-quick-look/use-user-stories-to-capture-requirements