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Salesforce.Certified-Business-Analyst.v2024-02-19.q244 Dumps

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Question 121

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?

A.Journey Map
B.Heat Map
C.Process Map

Correct Answer: A

Explanation
A journey map is a document that illustrates the steps and interactions a customer has during a specific process or experience. It can help UC understand how to optimize the case lifecycle and limit the number of interactions a customer has. A heat map is a document that shows the relative intensity or frequency of a variable using colors. It can help UC analyze data or trends, but not the case lifecycle. A process map is a document that shows how a business process flows from start to end. It can help UC understand how its service agents work, but not how its customers experience the case lifecycle. References:
https://trailhead.salesforce.com/content/learn/modules/salesforce-business-analyst-certification-prep/collaboratio
https://trailhead.salesforce.com/content/l

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Question 122

Universal Containers is nearing the launch date for its new Salesforce Loyalty Management program. The business analyst (BA) has ensured the user acceptance testing (UAT) plan has the proper test scripts.
What is another important item the BA should look for in the UAT plan?

A.Estimated cost
B.Timelines
C.Process maps

Correct Answer: B

Explanation
Another important item that the BA should look for in the UAT plan is timelines. Timelines are schedules that specify when each testing activity or task should start and end, and who is responsible for completing them.
Timelines help to ensure that testing is conducted in an efficient and timely manner, avoid delays or conflicts in testing resources or availability, and meet the project deadlines and expectations. The other options are either irrelevant or incomplete. Option A does not relate to the UAT plan, but rather to the project budget or scope. Option C does not specify what process maps are needed or how they are used in testing. References:
https://trailhead.salesforce.com/en/content/learn/modules/business-analysis-testing/plan-user-acceptance-testing

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Question 123

Up to how many Profiles can a User have?

A.Up to 3
B.The Administrator can have up to 3, normal users only 1.
C.As many as required.
D.Only 1

Correct Answer: D

Explanation
A User can have only 1 Profile in Salesforce. A Profile defines the permissions and access settings for a User.
A User cannot have multiple Profiles or switch between them. A User can have multiple Permission Sets, which are additional sets of permissions that can be assigned to a User on top of their Profile. References:
https://help.salesforce.com/s/articleView?id=sf.users_profiles.htm&type=5

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Question 124

Universal Containers uses Kanban to complete its Salesforce development. In the middle of a sprint, the sales manager submits an important item to the team.
What should the business analyst do next?

A.Ask the team to reprioritize the backlog and work on the item at the top.
B.Ask the team to commit to the work for the next sprint.
C.Ask the team to pivot and complete the work immediately.

Correct Answer: A

Explanation
The business analyst should ask the team to reprioritize the backlog and work on the item at the top. This is because Kanban is a development model that focuses on continuous delivery and flow of work, rather than fixed iterations or sprints. Kanban uses a visual board that shows the status of work items across different stages, such as backlog, in progress, done, etc. Work items are pulled from one stage to another when there is available capacity or demand, rather than according to a predefined schedule or plan. Reprioritizing the backlog can help the team accommodate the new item and ensure that the most important or urgent work is done first. Asking the team to commit to the work for the next sprint may not be a good option because Kanban does not use sprints or time-boxed iterations. Asking the team to pivot and complete the work immediately may not be a good option because it may disrupt the flow of work or create bottlenecks or waste in Kanban. References:
https://trailhead.salesforce.com/content/learn/modules/salesforce-business-analyst-certification-prep/user-accepta

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Question 125

The project manager for Universal Container tells the business analyst (BA) that the developers on the team are having trouble understanding what to build because the acceptance criteria for the Sales Cloud user stories are confusing.
How should the BA respond to the feedback effectively?

A.Recommend additional training resources.
B.Ask for specific examples to review.
C.Confirm that best practices are being followed.

Correct Answer: B

Explanation
This answer states that asking for specific examples to review is how the BA should respond to feedback from UC's project manager who tells the BA that the developers on the team are having trouble understanding what to build because the acceptance criteria for the Sales Cloud user stories are confusing. Asking for specific examples to review means that the BA requests the project manager or the developers to provide concrete instances or scenarios of where and how the acceptance criteria for the Sales Cloud user stories are confusing, such as ambiguous, inconsistent, or incomplete acceptance criteria. Asking for specific examples to review is how the BA should respond to feedback from UC's project manager because it helps the BA to clarify and verify the feedback, and to revise and update the acceptance criteria accordingly.
References:https://trailhead.salesforce.com/en/content/learn/modules/salesforce-business-analyst-quick-look/use

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