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Salesforce Certified Business Analyst Exam Sample Questions (Q183-Q188):

NEW QUESTION # 183
Which step should a business analyst take to establish credibility and covert empathy with stakeholders during discovery sessions for a new Experience site?

A. Reiterate the project objectives and the KPIs that will be tracked.
B. Ensure the workshop schedule consider tome zone and language differences.
C. Describe work with other companies that has solved similar problem.

Answer: C

Explanation:
The best practice for establishing credibility and conveying empathy with stakeholders during discovery sessions is to ensure the workshop schedule considers time zone and language differences. This shows respect and sensitivity to the stakeholders' preferences and needs, and helps to avoid potential misunderstandings or conflicts. It also helps to build rapport and trust with the stakeholders, and encourages their participation and engagement. The other options are either irrelevant or ineffective. Option A does not address the stakeholders' needs or expectations, and may come across as boastful or arrogant. Option C does not convey empathy or understanding, and may be too repetitive or boring. References: https://trailhead.salesforce.com/en
/content/learn/modules/business-analysis-discovery/plan-and-facilitate-discovery-sessions

NEW QUESTION # 184
Which tool is used to create reports, incorporate filters and select the Report Type?

A. A csv file that will then get imported.
B. Report Builder
C. Report Composer
D. Data Loader

Answer: B

NEW QUESTION # 185
A business analyst (BA) discovers that universal Containers automated case assignments in Service Cloud. UC uses case assignment rules to route cases to predefined team. The UC leadership team wants to improve how cases are routed.
What should the BA recommend to help the resolve a common obstacle?

A. Document the current case assignment process.
B. Minimize case escalations to reduce time to resolution.
C. Migrate from case assignment riles to Omni-Channel.

Answer: A

Explanation:
This answer states that migrating from case assignment rules to Omni-Channel is what the BA should recommend to help UC resolve a common obstacle for addressing a recent group of complaints from UC's service team about automated case assignments in Service Cloud. Case assignment rules are a feature that allows an organization to automatically assign cases to predefined queues or users based on certain criteria, such as case origin, case type, case priority, etc. Omni-Channel is a feature that allows an organization to automatically route work items (such as cases, leads, chats, etc.) to available agents based on their capacity, skills, availability, etc. Migrating from case assignment rules to Omni-Channel is what the BA should recommend to help UC resolve a common obstacle for addressing complaints about automated case assignments in Service Cloud because it helps UC to improve how cases are routed by matching them with the most qualified and available agents, rather than relying on manual intervention or predefined rules.
References:
https://trailhead.salesforce.com/en/content/learn/modules/service-cloud-agent-productivity/service-cloud-agent-p

NEW QUESTION # 186
Universal Containers wants the ability to fill out a survey based on customer feedback. The team is unable to visualize a possible solution in order to confirm the requirements.
Which elicitation technique should the business analyst use to help the team meet its goal?

A. Observation
B. Prototyping
C. Brainstorming

Answer: B

Explanation:
This answer recommends prototyping as an elicitation technique to help the team meet its goal of filling out a survey based on customer feedback. Prototyping is a technique that involves creating a mockup or a sample of a solution to demonstrate how it will look and function. Prototyping can help the BA validate requirements, solicit feedback, and refine the design of the solution. References: https://trailhead.salesforce.com/en/content
/learn/modules/salesforce-business-analyst-quick-look/use-prototyping-to-validate-your-solution

NEW QUESTION # 187
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. Mock up a design; build a prototype; demonstrate functionality to end users; and collect feedback for Changes.
B. Use multiple forms of communication; build trust; show empathy; and get commitment for next
C. send surveys to collect feedback; observe end 'Users; whiteboard incoming requests; and store communication in a centralized location.

Answer: B

Explanation:
Explanation
The set of actions that are the most effective for collaborating with key stakeholders are to use multiple forms of communication; build trust; show empathy; and get commitment for next steps. These actions help to establish and maintain positive and productive relationships with key stakeholders who have an interest or influence in the project outcome. Using multiple forms of communication helps to ensure clarity, consistency, and timeliness of information and feedback among stakeholders. Building trust helps to foster mutual respect, honesty, and reliability among stakeholders. Showing empathy helps to understand and acknowledge the needs, expectations, preferences, pain points, goals, etc. of stakeholders. Getting commitment for next steps helps to ensure alignment and engagement among stakeholders on the project goals, scope, roles, and responsibilities.
References:https://trailhead.salesforce.com/content/learn/modules/salesforce-business-analyst-certification-prep/

NEW QUESTION # 188
......

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