Universal Containers in rolling out Sales Cloud for the contract renewals team. The team has expressed resistance to learning another platform and changing their processes. The business analyst (BA) shows them a video case study of a contract renewals team at another company that successfully adopted Sales Cloud, which shortened it’s time to close and increased its close rate by 30%.
Which influencing style is the BA using?

1. A. Accommodating
2. B. Collaborative
3. C. inspiring

Correct Answer: C

A business analyst has been asked to evaluate all of the reporting tools that Universal Containers (UC) currently uses, including CRM Analytics, to identify gaps and overlaps in functionality.
Which tool would help UC understand the existing functionality.

1. A. Value stream map
2. B. Capability model
3. C. Process map

Correct Answer: A

Cloud Kicks has completed the user acceptance testing (UAT) phase of a major update to Sales Cloud for its EMEA sales team.
How should the business analyst help the EMEA sales team learn the new features?

1. A. Organize user groups by permission set and train each team.
2. B. Document key changes and gather feedback to update the backlog.
3. C. Build tooltips and discoverable content in the new console layouts.

Correct Answer: A

A business analyst (BA) is working with stakeholders at Universal Containers to walk through a potential solution for the lead routing and qualification process. The solution will include automated and manual features.
Which artifact should help the BA illustrate the vision of a solution to stakeholders?

1. A. Detailed user stories with technical documentation about the existing process
2. B. Annotated process flows with modifications to an existing process
3. C. Collected pain points from people who follow the existing process

Correct Answer: B

A business analyst (BA) at Universal Containers (UC) has been asked to evaluate a business process at a high level and in detail, while also keeping regulatory considerations in mind. Management wants to use the output from the BA's evaluation to inform decisions about UC's future implementations of Sales Cloud and Service Cloud.
What should the BA use for their evaluation?

1. A. Cross-functional flowchart
2. B. Entity Relationship Diagram (ERD)
3. C. Universal Process Notation (UPN)

Correct Answer: C