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Salesforce BA-201 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Customer Discovery | 17% | - Identify business goals, strategies, and challenges - Understand role of Business Analyst in implementation lifecycle - Analyze environment and identify constraints/opportunities - Align Salesforce capabilities with business needs - Assess current state of Salesforce usage |
| Topic 2: Requirements Gathering and Management | 18% | - Document and maintain requirements in version control - Engage stakeholders to elicit, validate, and prioritize requirements - Distinguish between scope, requirements, and user stories |
| Topic 3: User Stories and Acceptance Criteria | 18% | - Write clear, testable acceptance criteria - Define components of a well-formed user story - Manage and maintain user story documentation |
| Topic 4: Collaboration with Stakeholders | 23% | - Plan discovery activities based on stakeholder groups - Identify stakeholders and build effective relationships - Select appropriate communication and analysis techniques - Bridge gaps between business and technical teams |
| Topic 5: Development Support and User Acceptance | 12% | - Evaluate test results and confirm solution meets requirements - Document lessons learned and feedback - Define and plan user acceptance testing - Support development teams with clarification |
| Topic 6: Business Process Mapping and Optimization | 12% | - Map existing business processes - Design optimized processes aligned with Salesforce - Identify improvement opportunities - Validate process designs with stakeholders |
Salesforce Certified Business Analyst Sample Questions:
A business analyst (BA) at Universal Containers had a meeting with sales and service reps to gather requirements around contact management for a new Salesforce implementation. A sales rep wants a place to capture the names of the contact's spouse and children to help build the relationship. The BA writes the following user story.
"As a user, I need to be able to record a contact's title and role as separate data points so I know who to address for various needs of the account.'' Who should be listed as the persona?
- A. Sales rep
- B. Contact
- C. Service rep
Correct Answer: A 🗳️
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The business analyst (BA) needs to identify collaborators for the current Salesforce CPQ project. The documentation has already been analyzed.
What is another important step the BA should take to identify the correct decision makers?
- A. Prepare a RACI matrix.
- B. Create a stakeholder wheel.
- C. Survey the business units.
Correct Answer: A 🗳️
Explanation: Only visible for ValidExam members. You can sign-up / login (it's free).
As part of the digital transformation at Cloud Kicks, company leaders have decided to adopt Service Cloud as its CRM platform for customer service and support. Executive directors are supportive of the initiative, but end users are unconvinced and prefer to remain on the current platform.
What should the business analyst do to gain the end users' cooperation?
- A. Identify key stakeholders and develop relationships with them as a trusted advisor; involve stakeholders and end users in the design of the new solution; and act as a liasion between business and technical teams.
- B. Use an assertive influencing style; demonstrate authority and expertise; outline the project objectives; and make sure end users know that the decision has been made and the time to make changes has passed.
- C. Respond to end users with empathy and accommodate their needs; translate the end users' needs into technical requirements; and deliver the project to the developers to implement the solution.
Correct Answer: A 🗳️
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During a workshop to understand Universal Containers' current sales process, there seems to be some disagreement between the North America and EMEA sales teams about the steps required to close a sale.
What should the business analyst do to gain consensus on the current opportunity process?
- A. Postpone the discussion and email the sales team leadership to clarify the opportunity stages.
- B. Open the production org, navigate to Sales Processes in Setup, and review the opportunity stages.
- C. Create a Process Map detailing opportunity stages, then schedule a meeting with the sales teams for review.
Correct Answer: C 🗳️
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A business analyst (BA) at Northern Trail Outfitters is mapping a workflow process to onboard a new user group to a Service Cloud implementation.
Which level of detail should the BA use for the process map and why?
- A. Somewhat detailed-Since the process will be repetitive, new users will learn and remember the details.
- B. Very detailed-It should be prescriptive for new users following an unfamiliar process.
- C. Simple-A high-level overview of the process is sufficient to show a new user experience.
Correct Answer: A 🗳️
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