Salesforce Business Analyst Cert 2023 with complete solution questions and answers

What is our purpose? Helps org develop mission to guide actions and decisions, align resources Salesforce Resources: Sales Cloud Reports and Dashboards Who is our customer? Admins make sure customer information is usable and can be analyzed to determine customer characteristics Salesforce Solutions: Sales cloud Marketing CLoud Service Cloud 5 Most important questions about business 1. What is our purpose? 2. Who are our customers? 3. What do our customers value? 4. What are our results? 5. What is our plan? Salesforce Business Analyst More project management, datas driven, action oriented, solution oriented Adoption Dashboards You can download adoption dashboards from App Exchange to track adoption Establish Current State - Adoption Dashboard - Lightning adoption app (classic to lightning) - Salesforce Optimizer - Custom reports (Lightning toggle metrics) Salesforce Optimizer - Can take up to 24 hours - can give clean up data - gives recommended actions Generates a list sorted by type, level of effort, and status to help organize your org Combs through custom fields and page layouts for potential candidates for clean up Details on common Salesforce govern limits Keep up with SF releases Help move from classic to lightning The metrics available in the Lightning Usage App include: Daily and monthly active users in Lightning Experience and the Salesforce mobile app Daily and monthly switches to Salesforce Classic by total number of switches and the number of unique users that switched Profiles and users that switched to Salesforce Classic the most Types of browsers used to access Lightning Experience and the Salesforce mobile app Slowest desktop record pages Pages viewed most often in Lightning Experience Number of active user, feature, and permission set licenses Journey Map Architecture 1. Actions 2. Thoughts 3. Feelings 4. Touchpoints 5. Contexts 6. Opporunities Futurecast Mash up of trends, phenomena, and predictions Reconsider V2MOM Universal Process Notion (UPN) Diagram to show process flow - Can use multiple drafts Application Lifecycle Management (ALM) Plan release -- Develop -- Test -- Build Release -- Test Release -- Release Implementation Life Cycle Analyze -- Build -- Deliver -- Operate Implementation Life Cycle Build - Configure - Code - Document -Test Implementation life cycle Deliver - Backup -Deploy -Data load -Release Implementation life cycle Operate - Monitor - Restore -Compliance - Train and feedback Analyze -User stories - Org impact analysis - Process maps - Reqts Engage customers on a continuous basis to develop relationships and Insights Marketing Cloud/ Social Studio Improve economics to fit new business reality Salesforce Platform Skills of a SF Business Analyst Communication Elicitation Documenting requirements Analyzing information Facilitating solutions Implementing solutions Testing Basic SF Skills a SF BA should have AppExchange Automation Collaboration Data management Reports and dashboards CRM Platform Sales and marketing Journey Mapping -Steps or activities a customer or user takes to accomplish a goal - Challenges People interact with - Touchpoints and channels - Feelings, thoughts, and reactions they have throughout their journey (Example a more detailed Sales Path) Benefits for Journey Mapping - Team alignment - Strategic thinking - Deeper understanding of customer pain point - Increased empathy - Strong case for innovation - A guide to measuring impact RACI Chart Responsible (person who performs the activity), Accountable (person who is accountable for the outcome), Consulted (a person who needs to provide feedback or contribute to the activity), Informed (a person who needs to know of a decision or action) Interview and elicitation records Important information from stakeholders Stakeholder Analysis: - Who you should talk with to understand the business problem - Who can flesh out the requirements - The individuals who can give you a range of perspectives User stories describes the functionality that a business system should provide so that it can be developed Use cases identifies, defines, and organizes the system requirements from the perspective of the user Business analysis plan list BA activities that will take place throughout the project Current state analysis Analyzing the current business process Scope Statement Specification Most fundamental deliverable on any project, clear definition on what needs to be achieved Functional Requirements Specification (FRS) The business requirements that are defined from an end user or business perspective, it will specify the outcomes System Requirements Specification (SRS) Details how the complete system should function and enumerates hardware, software, and functional and behvioral requirements of the system Gap analysis document Gaps between current and intended processes Change Request Logs Log of all chang requests Wireframes and other visual documentation Rendering of the user interface often in low-fidelity wireframes Test plans, test cases, or user acceptance test plans Detailed test cases to validate the functional requirements Change management: Method for pushing out changes to the business Sales Cloud Persona Sales Leader Managing, coaching, and training sales reps: - Viewing and creating reports and dahsboards - Customizing and administering Salesforce - Collaborating with colleagues Sales Cloud Persona Deal Closer Spend 3+ hours a day prepping for calls and meetings, demoing solutions, and preparing quotes, contracts, and proposals Main activities; - Logging activities -Updating existing prospects and customers - Reviewing and working through their lists of leads or opportunities Sales Cloud Persona Data Expert Spend 3+ hours a day on reporting and sales forcasting, also spend 1-3 hours manaing the sales pipeline and tools for the sales team - Viewing or creating reports and dashboards -Customizing and administering Salesforce Sales Cloud Persona Pipeline Builder Spend 3+ hours a day finding new leads, answering inbound leads, and qualifying leafs for the sales team Main activities: - Entering new prospects and customers - Updating existing prospects and customers - Logging activites Sales Cloud Persona Trusted Advisor 3+ hours a day maintaing relationships with existing customers Main activities; - Updating existing prospects and customers - Logging activities - Entering new prospects and customers Service Cloud Persona Case Solver Provides direct support to customer and handles escalated cases; interact with customers over the phone, email, live chat, and in some cases, social media Activities: - Logging activities - Troubleshooting customer issues - Updating existing customers - Viewing the status of cases -Viewing the status of cases -Collaborating with colleagues to solve cases Service Cloud Persona Expert Agent Solve escalated cases, contributes to their company's knowledge base by creating and editing knowledge articles, and trains other agents Activities: -Troubleshooting customer issues - Viewing the status of cases - Logging activities - Collaborating with colleagues to solve cases - Creating support cases Service Cloud personas Team Leader Supervises, manages, and trains agents. Spend time: -Viewing the status of specific cases - Creating and viewing reports and dashboards -Collaborating with colleagues to solve cases -Troubleshooting customer issues -Changing ownership of a case to a supervisor to another agent Service Cloud Personas Service Admin Maintains organization Service Cloud Instance - Customizing and administering SF -Creating and viewing reports and dashboard -Creating users nad accounts - Viewing the status of specific cases -Troubleshooting customer issues Marketing Cloud Personas Marketing Manager Oversees teams, projects, and campaigns Responsible for crafting strategyy -Coordinating cross-channel messaging, cadence, and customer journey -Approving content -Analyzing campaign metrics Marketing Cloud Personas Marketing Managers Oversees teams, projects, and campaigns Active managers of people and processes - Coordinate cross channel messaging, cadence, and customer journeys Marketing Cloud Persona Strategic Leader Craft their company's marketing strategy, provide strategic direction for the marketing team and look for innovwative ways to use Salesforce - Review dashboards to understand customer engagement and ROI -Approving content for major campaigns Marketing Cloud Persona Marketing Specialist Executes campaigns and uses data to find insights - Executing on marketing plan -Developing scheduling and sending marketing communication - Analyzing data driven decisions -Monitoring campaigns Marketing Cloud Persona Designer-Developer Creates and codes marketing assets -Designing marketing assets - Coding and testing emails - Coordinating approvals across current marketing assets Marketing Cloud Personas IT Services Employee supports marketing data operations -Managing infrastructure for the organization -Creating APIs for data for the Marketing Cloud -Debugging automations and journeys Personas for Experience Cloud Site USers Partners and customers who use portals, sites, and communities to collaborate, get support, and learn Experience Cloud Personas Community Manager Protects, nurtures, and strategizes for Experience Cloud sites Responsible for enforcing site standards, providing member support and content management, monitoring site usage and health, and developing strategies - Moderating forums - Running reports on health - Communicating with members Experience Cloud Personas Site Admin - Controlling and defining the sitemap - Defining permission and access -Controlling information achitecture Experience cloud persona Site Builder Customizes the community's appearance and develop new functionalities for communtieis - Building components and templates - Customizing page layouts -Modifying the community's appearance Product Backlog - Constantly refined as teams learn new info about the product - Higher priority itmes have more detail so they are work ready -Not just project related work but also support or maintenance work, nonfunctional requirements, and research The product owner owns it, and their job to prioritize the work items - Development team uses it as a single source of truth for what work needs to be done Scrum Master - Remove blockers - Don't micromanage - Steer team from bad habits and inefficient processes - Enable the team to become collaborative and high-performing Product Owner - Facilitates communication among stakeholder, team members, and Scrum Master - Defines, priortixes, and approves work for the team - Works with customers to define desired features Share Subject Matter Expert Subject.. matter experts lol Technical Program Manager Leadership level of each cloud (Service, Sales, Marketing, Platform) Sprint Backlog Look at what high priority product backlog they can tackle from the sprint Planning meetings; -Ultimate alignment tool Backlog refinement planning happens every 2 weeks - Team provides input and get clarity on what is coming down the pipe - Work is broken into smaller chunks - Conditions of satisfaction are drafted which help clairify desire outcomes - Identify work that does not ready for prime time b Retrospective Meeting Looking back at the end of the sprint what went well and what you want to improve Sprint demo happens every sprint Kanban - Visualize workflow - Limit work in progress (limits work items at each stage) - Incremental and evolutionary changer - Kanban includes metrics - Embraces last minute change - Volatile environment Agile Delivery Vehicles - Epics - Stories -Sprints Stories 'users stores" short requirements or requests written from the perspective of an end user Epics large bodies of work that can be broken down into a number of smaller tasks (stories) Initiative Collection of epics that drive toward a common goal Whiteboard to maximize audience engagement - Pause through out - Tee up with teammates - Confirm with your audience - Ask follow up questions - Create a "parking lot" Levels of white boarding` Level 1: Technical issues Level 2: Overall business consequence Level 3: Personal impact on customers or employees Features of a great Whiteboard Presentation - Engages the audience - Builds trust - Sparks dialogue - Disarms even the most skeptical audience members - Ultimately, elevates your relationship with your audience Using a whiteboard to maximize audience engagement - Pause throughout - Tee up with teammates - Confirm with your audience - Ask follow up questions - Create a "parking lot" (have a place for follow up questions) Jobs to be Done Principles - Customer-centric - Solition Agnostic: Don't start iwth solutions, look at the jobs only - Stable over time - Measurable Outcome - A Quick Exercise Effective Job Statements - Reflect the customer's perspective - Start with, When I'm - Ensure stability over time - Clarify with context, if needed Ineffective Job Statements - Refer to technology or solutions - Mention methods or techniques - Reflect observations - Include compound concepts Outcome- Driven Method Direction of change: How does the job performer want to make progress on the job? Unit of measure: What metric of success has the job performer degfined Object of the need: What is the need about? what will be affected by doung the job? Clarifier: Any other contact Job Stories vs User Stories Job Stories and Agile are complementaty User stories: Specify solution features that are being built Job stories: Briefs that frame the challenge to be solved Job Altitude Scope of the job, too broad or too narrow Has the job been stable over time? Could you imagine your job performer waking up in the morning and saying, "I need to do 'x job' today? Would solving this job align with out company's capabilities and business objectives? V2MOM vision, values, methods, obstacles, measures - Allignment 1. Vision what do you want to achieve? 2. Value- What is important to you? 3. Methods: How do you get it? 4. Obstacles- what is preventing you from being successful? 5. Measure: How do you know you have it? Beginner's mind Seeing the world with fresh eyes Documentation anf Implementation Purpose: Help viewers understand an implementaton or product related technical detail Audience: Delivery team, technical stakeholders Diagram levels 1. The big picture 2. Piece of the whole 3,. Process or interaction view 4. The double click Marketing Strategy and Sales Purpose: Help viewers understand concept or processes, or a vision for a solution Salesforce Truust Status, Can show maintenance needed and instances Program release manager Responsible for planning and implementing changes according to realeast and change management process. Facilitate bsuiness requitrement Release Engineer Responsible for planning, building, and running change procedures frothe Salesforce Platform Provide a disciplined process for controlling exectuing and making sure all required cheanged into the IT application are documented and follow appropriate policies with minimal disruptions PMO Defines overall delivery schedule, roadmap, and end user training approach Program Architect Defines best pratices and standards qaround integration, security, and release management Global Admin Responsible for sandbox creationa and proper configuration Release Engineeer Responsible for the life cycle of Change requests and deploying and changed to Progec Packages the implememtation of a release in Git Merges with upstream work Development model Code, Build, Test, Release Salesforce CLI The Salesforce CLI is a powerful command line interface that simplifies development and build automation when working with your Salesforce org. Use it to: Aggregate all the tools you need to develop with and perform commands against your Salesforce org Synchronize source to and from scratch orgs Create and manage orgs Import and export data Create and execute tests Create and install packages Process Map - Operational diagram of business - Version Controlled 5 Principles of UPN 1. No more than 8-10 activity boxes on a screen 2. Drill down from an activity box 3. Attach supporting informtion to an activity box 4. View and edit controlled by access rights 5. Version control and history of changes at a diagram level Capability Model Industry blueprints list out high level process area, scoping out specific area you are mapping SIPOC Suppliers, Inputs, Process, Outputs, and Customers Identify key points in a process as a way to prepre for a more detailed process map Value Stream Map Visualize the flow of material and information that is needed to bring a product to the customer Measured against time Inputs and outouts between processes. Requirements vs User Stories Requirements come before user stories, to get more holistic view but user stories then go on to fill out the who what and why Change set best practicies - Add permiossions and access settings to outbound change sets - Clone a change set to add dependent components to an uploaded change set - Validate change sents before deployment Repositories Collection of source files used to complete your project Commits Snapshot of your projects as it existed a specific point in time Branch A series of commits that represent changes in your project over time Merge The combined history of two or more branches Tag A pointer to a specific commit