A business analyst (BA) is compiling a list of subject matter experts to consult throughout the
discovery for a new Service Cloud implementation.
What is the primary value of the BA speaking with customer service reps?
A.
Validating current processes
B.
Estimating the project cost
C.
Building solution design consensus
Correct Answer: C
Explanation:
The primary value of the business analyst (BA) speaking with customer service reps during the
discovery for a new Service Cloud implementation is validating current processes. Customer service
reps are the end users of Service Cloud and they can provide valuable insights into how they perform
their tasks, what challenges they face, and what expectations they have from the new system. The
BA can use this information to validate or update the current process maps and identify areas for
improvement. Estimating the project cost is not a value of speaking with customer service reps, as
this is usually done by project managers or sponsors based on resource allocation and budget
constraints. Building solution design consensus is not a value of speaking with customer service reps,
as this is usually done by solution architects or developers based on technical feasibility and best
practices. Reference: https://trailhead.salesforce.com/content/learn/modules/business-analysis-for
salesforce-projects/understand-the-salesforce-implementation-lifecycle
https://trailhead.salesforce.com/content/learn/modules/business-analysis-for-salesforce
projects/analyze-business-processes-and-requirements
Question #2 (Topic: demo questions)
What are the business analyst's responsibilities during the analyze phase of the Salesforce
implementation lifecycle?
A.
Complete testing, build training materials, and elicit requirements for the next iteration.
B.
Create a data dictionary, write end user documentation, and review test scripts.
C.
Gather business requirements; create process maps, and write user stories.
Correct Answer: C
Explanation:
The business analyst’s responsibilities during the analyze phase of the Salesforce implementation
lifecycle are to gather business requirements, create process maps, and write user stories. These
activities help the business analyst understand the current state, future state, and gaps of the
business processes and translate them into clear and actionable requirements for the solution design
and development teams. Completing testing, building training materials, and eliciting requirements
for the next iteration are responsibilities during the validate phase of the Salesforce implementation
lifecycle. Creating a data dictionary, writing end user documentation, and reviewing test scripts are
responsibilities during the prepare phase of the Salesforce implementation lifecycle. Reference:
https://trailhead.salesforce.com/content/learn/modules/business-analysis-for-salesforce
projects/understand-the-salesforce-implementation-lifecycle
https://trailhead.salesforce.com/content/learn/modules/business-analysis-for-salesforce
projects/analyze-business-processes-and-requirements
Question #3 (Topic: demo questions)
In which of the following app markets CANT the Salesforce App be found?
A.
Google Play
B.
AppExchange
C.
App Store
Correct Answer: B
Explanation:
The Salesforce App cannot be found in the AppExchange market. The AppExchange is a marketplace
for Salesforce apps, components, and consulting services, but it does not host the official Salesforce
app itself. The Salesforce App can be found in Google Play and App Store markets for Android and iOS
devices respectively. Reference:
https://help.salesforce.com/s/articleView?id=sf.appexchange_overview.htm&type=5
Question #4 (Topic: demo questions)
Which of the salesforce app providers will be able to unlock a locked user with their phones?
A.
All of them.
B.
iOS (App Store)
C.
Only those that download the app from the App Exchange.
D.
Android (Google Play)
Correct Answer: A
Explanation:
All of the salesforce app providers will be able to unlock a locked user with their phones. The
Salesforce app is available for iOS (App Store), Android (Google Play), and Windows 10 devices, and it
allows users to unlock themselves using biometric authentication or a verification code sent to their
email or phone number. Reference:
https://help.salesforce.com/s/articleView?id=sf.mobile_app_unlock.htm&type=5
An Admin can unlock a user from Users > Select user > Unlock. This is the standard way to unlock a
user who has been locked out due to incorrect password attempts or other reasons. Setup > Locked
Users > Unlock, Setup > Object Manager > Users > Select User > Unlock, and Users > Logins > Unlock
Users are not valid ways to unlock a user in Salesforce. Reference:
https://help.salesforce.com/s/articleView?id=sf.users_unlock.htm&type=5