Sample Questions and Answers
Q1. A Business Analyst is working on a Salesforce implementation project for a global organization. Stakeholders from different regions have conflicting requirements about the approval process for opportunity records. How should the Business Analyst approach this situation?
- a) Choose the region with the highest revenue and prioritize its requirements.
- b) Implement a one-size-fits-all approval process for simplicity.
- c) Facilitate a requirements prioritization workshop with all stakeholders to align on a unified or conditional solution.
- d) Escalate the conflict immediately to executive leadership without further discussion.
✅ Answer: c
Explanation: Facilitating a prioritization workshop encourages discussion and collaboration, leading to an aligned or conditional solution that respects diverse regional needs while supporting the organization’s goals.
Q2. During a discovery session for a Service Cloud implementation, the Business Analyst notices that agents are using spreadsheets to track customer interactions. What is the most appropriate next step?
- a) Suggest immediately removing spreadsheets and switching to Cases.
- b) Document the current process and ask agents why they prefer spreadsheets to understand gaps in the current system.
- c) Ignore the spreadsheet usage since Salesforce will replace it anyway.
- d) Train the agents on Service Cloud features without analyzing the spreadsheet usage.
✅ Answer: b
Explanation: Understanding the current process and reasons behind spreadsheet usage helps identify system gaps and ensures the new implementation meets real user needs.
Q3. A Salesforce Business Analyst needs to ensure that new business rules are followed after a product is launched. What tool or feature in Salesforce is best suited for enforcing these business rules at the data entry level?
- a) Workflow Rules
- b) Validation Rules
- c) Record Types
- d) Reports
✅ Answer: b
Explanation: Validation Rules enforce business requirements by preventing incorrect data from being saved, ensuring data quality at the point of entry.
Q4. A Business Analyst is collaborating with the Product Owner to define a user story: “As a customer service agent, I want to automatically receive case assignments based on issue type so that I can resolve them faster.” What would be a good acceptance criterion for this story?
- a) Agents should manually choose the case category.
- b) Cases should only be assigned to one agent.
- c) When a case is submitted, the system must automatically assign it to an agent in the appropriate queue based on the issue type.
- d) Agents should log their own time spent on each case.
✅ Answer: c
Explanation: This acceptance criterion defines the outcome clearly and aligns with the user’s goal of automation and faster resolution.
Q5. Which technique is most effective when a Business Analyst needs to understand the detailed steps a user performs to complete a task in Salesforce?
- a) Stakeholder interviews
- b) Process mapping
- c) Observation (job shadowing)
- d) Surveys
✅ Answer: c
Explanation: Observation or job shadowing helps the BA understand real-time user behavior, surfacing nuances and pain points not always captured in interviews.
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