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Salesforce Certified Business Analyst Exam Sample Questions (Q44-Q49):

NEW QUESTION # 44
Which users will be able to reset a Single Sign-On user Password?

• A. Users above the SSO user in the role hierarchy.
• B. Admin and Users with the right permission sets.
• C. The SSO Manager
• D. Only the Admin

Answer: D

NEW QUESTION # 45
Cloud Kicks needs to revamp its support process to improve the customer experience and has asked the Service Cloud team to collaborate with the business analyst (BA). The BA has scheduled an initial live process mapping session with all stakeholders and received the following calendar responses:

What should the BA do?

• A. Hold a one-on-one diagram session with each stakeholder before the workshop.
• B. Proceed with the workshop as scheduled with the stakeholders who are available.
• C. Cancel the workshop and reschedule it to a date when ail stakeholders ace available.

Answer: C

NEW QUESTION # 46
Universal Containers has scheduled a meeting with stakeholders, business analysts (BAs), and technical resources to review user stories. A BA reviews the user stories in advance of the meeting and notices that some best practices have been ignored. The first user story is focused on escalating cases in Service Cloud:
"The customer service agent needs the ability to escalate a case so they can assign high-risk cases to tier 2 support for faster resolution." Acceptance Criteria:
1. Add permission set
2. Users can escalate cases
3. Create fields on the Case object
4. Reports
Which best practice was ignored?

• A. The ''what'' of the acceptance criteria is negotiable.
• B. The "who" of the user story is well-defined.
• C. The "why'' of the user story is focused on user needs.

Answer: C

NEW QUESTION # 47
The project team at Cloud Kicks is under a tight deadline to implement a new Service Cloud feature. The business analyst, BA) has received feedback from the customer that the existing functionality is difficult to use. The BA wants to better understand the customers pair points before writing requirements Which document should the BA use?

• A. Capability map
• B. Process map
• C. Journey map

Answer: C

NEW QUESTION # 48
A business analyst (BA) is working with the support team at Cloud Kicks (CK) on a Service Cloud implementation. The BA has decided to create a process map to understand CK's current merchandise return process.
What are the top three benefits of creating a process map?

• A. Identifies improvements, decreases project costs, and starts the change process
• B. Builds accountability, increases revenue, and decreases overall time spent on requirements
• C. Engages stakeholders, identifies improvements, and starts the change process

Answer: A

NEW QUESTION # 49
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