In what phase of the four application lifecycle milestones does this action belong? Communicate Changes, Update Profiles and Communicate end of Changes.

1. A. Build
2. B. Deploy
3. C. Test
4. D. Plan

Correct Answer: B

Universal Containers is working to improve Salesforce adoption. Customer reps are utilizing many Salesforce features in the org, but sales reps are still relying on their personal spreadsheets.
What should the business analyst do to better understand the sales reps process in order increase Salesforce adoption?

1. A. Host Focus group, conduct surveys, and shadow the sales reps to observe the tools they use and how the use them.
2. B. Run reports based on usage to see where the sales reps are spending the majority of their time in Salesforce.
3. C. Arrange for the sales reps to collaborate with customer service reps to learn service reps interact with Salesforce.

Correct Answer: A

Cloud Kicks is planning to create a new Service Cloud console app for its services team to resolve issues with delayed shipments to customers. The business analyst (BA) wrote the user stories based on a written list of requirements provided by the manager of the services team. Upon stakeholder review with the entire services team, many of the user stories were rejected and the BA had to revise them.
When the BA wrote the initial user stories, what was the likely cause of the issue?

1. A. The user stories focused on well-defined personas.
2. B. The project team failed to discuss the user stories as a group.
3. C. The acceptance criteria of the user stories were too specific.

Correct Answer: B

When creating a new User how can the Admin make sure a temporary password is generated?

1. A. Select "Temporary Password and Confirmation Email Required"
2. B. There are no temporary passwords available for setup of new users in Salesforce.
3. C. Select "Generate Passwords and notify the user via email."
4. D. This is a default feature, no setup required.

Correct Answer: C

A business analyst (BA) is preparing for user acceptance testing for case management scenarios in Service Cloud.
What should the BA do to help prevent gaps from being discovered after go live?

1. A. Focus more on happy path testing and less on edge case testing.
2. B. Write test scripts that reflect real life and cover the requirements.
3. C. Streamline testing by limiting the number of testers involved.

Correct Answer: B