Objective: Customer Discovery (17%)
What's a proven way to help executives understand how new processes or products can
enable change?
A. Thoroughly describe the system configuration details.
B. Keep the conversation strictly focused on what the existing system can do.
C. Describe how the system can enable business innovation and help customers. -
ANSWER C. Describe how the system can enable business innovation and help
customers.
Correct. Framing the discussion around innovating and helping customers is the most likely
way to motivate executives to enable change.
Objective: Customer Discovery (17%)
When a business analyst is creating a journey map, what assumptions are needed to get
started?
A. Why you're doing it and who you're focusing on.
B. What the project specifications are and who will use it.
C. What you want and what the business needs. - ANSWER A. Why you're doing it and
who you're focusing on.
Correct. These assumptions help a BA focus and ensure that the journey map is relevant.
Objective: Customer Discovery (17%)
1
,What is an effective way for a business analyst to learn about a customer's challenges?
A. Review the customer's tax statement from the last 10 years
B. Read recent industry reports in trade publications.
C. Survey brand fans on social media. - ANSWER B. Read recent industry reports in trade
publications.
Correct. The customer's industry challenges may give insight into current and future trends.
Objective: Customer Discovery (17%)
Salesforce Optimizer - ANSWER A tool that takes a snapshot of a Salesforce org and looks
for potential problems in the implementation.
Objective: Customer Discovery (17%)
Personas - ANSWER Fictionalized characters in which primarily demographic
characteristics are represented.
Objective: Customer Discovery (17%)
Salesforce Customer 360 - ANSWER An integrated CRM platform that unites marketing,
sales, commerce, service, and IT teams with a single, shared customer view.
Objective: Customer Discovery (17%)
Storyboarding - ANSWER A process for mapping out the connection between a
customer's current challenges and goals for the future with realistic next steps.
2
,Objective: Collaboration with Stakeholders (24%)
To ensure effective collaboration with stakeholders, which technique would help a business
analyst maintain their trust?
A. Facilitate workshops to gauge priorities
B. Be transparent and truthful
C. Point out lessons learned and mistakes that should be avoided. - ANSWER B. Be
transparent and truthful.
Correct. It is imperative to be fearless and tell the truth, even if it is bad news.
Objective: Collaboration with Stakeholders (24%)
Why is the scope statement specification the most fundamental deliverable on any project?
A. It clearly defines the roles and responsibilities of every member of the project team.
B. It is the document with the most details.
C. It clearly defines what needs to be achieved and the work that must be done to deliver
the project. - ANSWER C. It clearly defines what needs to be achieved and the work that
must be done to deliver the project.
Objective: Collaboration with Stakeholders (24%)
Stakeholders want to enhance the organization's security by requiring users to identify
themselves with additional information besides username and password.
Which capability should a business analyst add to the project backlog?
3
, A. Multi-Factor Authentication
B. Real-Time Event Monitoring
C. Shield Platform Encryption - ANSWER A. Multi-Factor Authentication
Objective: Collaboration with Stakeholders (24%)
What does a business analyst hope to learn from documenting the current sales processes?
A. How the sales process may differ from other organizations
B. Where the process needs improvement
C. Which personnel are involved in the sales process. - ANSWER B. Where the process
needs improvement
Correct. This documentation is developed to reveal where the sales process can be
strengthened.
Objective: Collaboration with Stakeholders (24%)
Stakeholders - ANSWER The individuals who make decisions and who have an important
role in determining the requirements for a project
Objective: Collaboration with Stakeholders (24%)
Elicitation - ANSWER The drawing forth or receiving of information from stakeholders or
other sources
Objective: Collaboration with Stakeholders (24%)
Waterfall
4
What's a proven way to help executives understand how new processes or products can
enable change?
A. Thoroughly describe the system configuration details.
B. Keep the conversation strictly focused on what the existing system can do.
C. Describe how the system can enable business innovation and help customers. -
ANSWER C. Describe how the system can enable business innovation and help
customers.
Correct. Framing the discussion around innovating and helping customers is the most likely
way to motivate executives to enable change.
Objective: Customer Discovery (17%)
When a business analyst is creating a journey map, what assumptions are needed to get
started?
A. Why you're doing it and who you're focusing on.
B. What the project specifications are and who will use it.
C. What you want and what the business needs. - ANSWER A. Why you're doing it and
who you're focusing on.
Correct. These assumptions help a BA focus and ensure that the journey map is relevant.
Objective: Customer Discovery (17%)
1
,What is an effective way for a business analyst to learn about a customer's challenges?
A. Review the customer's tax statement from the last 10 years
B. Read recent industry reports in trade publications.
C. Survey brand fans on social media. - ANSWER B. Read recent industry reports in trade
publications.
Correct. The customer's industry challenges may give insight into current and future trends.
Objective: Customer Discovery (17%)
Salesforce Optimizer - ANSWER A tool that takes a snapshot of a Salesforce org and looks
for potential problems in the implementation.
Objective: Customer Discovery (17%)
Personas - ANSWER Fictionalized characters in which primarily demographic
characteristics are represented.
Objective: Customer Discovery (17%)
Salesforce Customer 360 - ANSWER An integrated CRM platform that unites marketing,
sales, commerce, service, and IT teams with a single, shared customer view.
Objective: Customer Discovery (17%)
Storyboarding - ANSWER A process for mapping out the connection between a
customer's current challenges and goals for the future with realistic next steps.
2
,Objective: Collaboration with Stakeholders (24%)
To ensure effective collaboration with stakeholders, which technique would help a business
analyst maintain their trust?
A. Facilitate workshops to gauge priorities
B. Be transparent and truthful
C. Point out lessons learned and mistakes that should be avoided. - ANSWER B. Be
transparent and truthful.
Correct. It is imperative to be fearless and tell the truth, even if it is bad news.
Objective: Collaboration with Stakeholders (24%)
Why is the scope statement specification the most fundamental deliverable on any project?
A. It clearly defines the roles and responsibilities of every member of the project team.
B. It is the document with the most details.
C. It clearly defines what needs to be achieved and the work that must be done to deliver
the project. - ANSWER C. It clearly defines what needs to be achieved and the work that
must be done to deliver the project.
Objective: Collaboration with Stakeholders (24%)
Stakeholders want to enhance the organization's security by requiring users to identify
themselves with additional information besides username and password.
Which capability should a business analyst add to the project backlog?
3
, A. Multi-Factor Authentication
B. Real-Time Event Monitoring
C. Shield Platform Encryption - ANSWER A. Multi-Factor Authentication
Objective: Collaboration with Stakeholders (24%)
What does a business analyst hope to learn from documenting the current sales processes?
A. How the sales process may differ from other organizations
B. Where the process needs improvement
C. Which personnel are involved in the sales process. - ANSWER B. Where the process
needs improvement
Correct. This documentation is developed to reveal where the sales process can be
strengthened.
Objective: Collaboration with Stakeholders (24%)
Stakeholders - ANSWER The individuals who make decisions and who have an important
role in determining the requirements for a project
Objective: Collaboration with Stakeholders (24%)
Elicitation - ANSWER The drawing forth or receiving of information from stakeholders or
other sources
Objective: Collaboration with Stakeholders (24%)
Waterfall
4
