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Salesforce BA-201 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Business Process Mapping and Optimization | 12% | - Validate process designs with stakeholders - Identify improvement opportunities - Map existing business processes - Design optimized processes aligned with Salesforce |
| Topic 2: Collaboration with Stakeholders | 23% | - Identify stakeholders and build effective relationships - Plan discovery activities based on stakeholder groups - Bridge gaps between business and technical teams - Select appropriate communication and analysis techniques |
| Topic 3: Development Support and User Acceptance | 12% | - Define and plan user acceptance testing - Evaluate test results and confirm solution meets requirements - Document lessons learned and feedback - Support development teams with clarification |
| Topic 4: Customer Discovery | 17% | - Identify business goals, strategies, and challenges - Analyze environment and identify constraints/opportunities - Assess current state of Salesforce usage - Align Salesforce capabilities with business needs - Understand role of Business Analyst in implementation lifecycle |
| Topic 5: Requirements Gathering and Management | 18% | - Distinguish between scope, requirements, and user stories - Engage stakeholders to elicit, validate, and prioritize requirements - Document and maintain requirements in version control |
| Topic 6: User Stories and Acceptance Criteria | 18% | - Manage and maintain user story documentation - Write clear, testable acceptance criteria - Define components of a well-formed user story |
Salesforce Certified Business Analyst Sample Questions:
Question 1
During a discovery session with several stakeholders from universal Container (UC) services team, the business analyst (BA) learned that UC recently implemented as Experience Site that allows customers to view Knowledge article and submit cases. The stakeholders have asked for suggestions to determine if the current solution is adding value to the business.
What should the BA recommend?
A. Review the Einstein Article Recommendations feature in the services team's org.
B. Review the services team's goal' initiatives, strategies, and obstacles.
C. Review user stories on the services team's development backlog.
Question 2
Northern Trail Outfitters (NTO) is working with an implementation partner to transform its customer support team with Service Cloud. A new business analyst (BA) who is a replacement from the partner was introduced to NTO stakeholders during the discovery phase of the project. The new BA is still getting to know each of the stakeholders when they start the requirements workshop. The BA asks a stakeholder a discovery question and they seem irritated.
What should the BA do to build trust with the stakeholder as the project continues?
A. Set up a casual meeting to create a personal connection with the stakeholder.
B. Reset project expectations at the next meeting with the stakeholder.
C. Ask an executive sponsor to address the stakeholder's concerns.
Question 3
A business analyst (BA) conducted a group workshop with stakeholders to understand and document in-scope business processes. The BA feels there are gaps between process steps.
What should the BA do to close the gaps or confirm the process steps?
A. Using strategy analysis, define models of how gaps in the business process can be resolved.
B. Review the documentation to ensure that information gathered about the process is correct.
C. Conduct elimination with stakeholders regarding their parts of the process.
Question 4
The business analyst (BA) at Cloud Kicks is working on improving the company's Service Cloud deployment.
The BA wants to leverage Universal Process Notation (UPN) to document the current process.
What is one benefit of using UPN in this scenario?
A. Key parts of a process can be easily identified by using different shapes.
B. A single activity box can answer Who, What, When, Why, and How.
C. Complex processes can be documented with 20 or more activity boxes.
Question 5
Cloud Kicks (CK) wants its sales team to use Sales Cloud to decrease its lead conversion time. The business analyst (BA) will analyze and break down CK's typical sales cycle.
How can process mapping help the BA get started on this project?
A. It can show the relationship between the steps and actions in the sales cycle to communicate and understand the current state, and to identify areas for improvement.
B. It can display complex ideas in a consistent format, highlight blockers and impediments to help stakeholders quickly assess issues in the sales cycle, and see the project timeline at a glance.
C. It can model changes in the current customer experience, analyze each change's potential for impact, and help visualize potential improvements in the sales cycle in advance of the solution design.
Solutions:
| Question 1 Answer: B | Question 2 Answer: A | Question 3 Answer: A | Question 4 Answer: B | Question 5 Answer: A |



