A project is in the user acceptance testing phase of a Sales Cloud implementation at Universal Containers. The business analyst (BA) is coordinating the test case execution and supporting the testers. One of the testers fails a test case because they were unable to see a custom field identified in the directions. The BA has reviewed the details of the failed test case and compared the expected outcome to the requirements.
What should the BA do next?

• A.Attempt to reproduce the issue.
• B.Assign a bug to the development team.
• C.Assign the test case to another tester.

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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?

• A.Brainstorming and prototyping
• B.Observation and interviewing
• C.focus groups and workshops

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The VP of customer success at Northern Trail Outfitters wants to implement a new client onboarding process leveraging custom objects and a custom Console Lightning App.
Which approach should a business analyst take to begin this process?

• A.Partner with Salesforce account executives to complete discovery.
• B.Schedule a meeting with stakeholders and create a journey map.
• C.Develop the project plan and finalize the release date.

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Universal Containers (UC) has low adoption rate of its Salesforce solution. UC has hired a new vendor to overhaul its documentation and train)ng process. needs a business analyst to facilitate this transition.
Which of set if actions are the most effective business needs from stakeholders?

• A.send surveys to collect feedback; observe end 'Users; whiteboard incoming requests; and store communication In a centralized location.
• B.Use multiple forms of communication; build trust; show empathy; and get commitment for next
• C.Mock up a design; build a prototype; demonstrate functionality to end users; and collect feedback for Changes.

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Universal Containers is working to improve Salesforce adoption. Customer reps are utilizing many Salesforce features in the org, but sales reps are still relying on their personal spreadsheets.
What should the business analyst do to better understand the sales reps process in order increase Salesforce adoption?

• A.Host Focus group, conduct surveys, and shadow the sales reps to observe the tools they use and how the use them.
• B.Run reports based on usage to see where the sales reps are spending the majority of their time in Salesforce.
• C.Arrange for the sales reps to collaborate with customer service reps to learn service reps interact with Salesforce.

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