Certified-Business-Analyst問題集を掴み取れ！[最新2025]Salesforce試験合格させます
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Salesforce Certified-Business-Analyst認定試験では、Sales Cloud、サービスクラウド、マーケティングクラウド、コミュニティクラウドなど、Salesforceのコア製品に関する候補者の知識を評価します。この試験では、他の分野の中でも、データモデリング、プロセス自動化、分析における候補者のスキルを評価します。認定試験に合格した候補者は、ビジネス要件の解釈、Salesforce Solutionsの設計と実装、および利害関係者への継続的なサポートの提供に関する専門知識を示しています。 Salesforce Certified-Business-Analyst認定により、専門家はキャリアの見通しを強化し、Salesforceプロジェクトを成功させることができます。
質問 # 131
Northern Trail Outfitters is starting a project to implement Service Cloud for the customer service department.
Which activity should be handled by a business analyst assigned to this project?
- A. Understand current business processes and document existing functionality.
- B. Work with Salesforce to purchase the necessary licenses.
- C. Manage existing Salesforce applications and activities.
正解：A
解説：
A business analyst assigned to a Service Cloud project should understand the current business processes and document the existing functionality of the customer service department. This will help them identify the gaps, pain points, and opportunities for improvement. Working with Salesforce to purchase the necessary licenses is a task for the project manager or sponsor. Managing existing Salesforce applications and activities is a task for the administrator or developer. References: https://trailhead.salesforce.com/content/learn/modules
/salesforce-business-analyst-certification-prep/customer-discovery https://trailhead.salesforce.com/content
/learn/modules/salesforce-business-analyst-certification-prep/business-process-mapping
質問 # 132
Universal Containers (UC) has low adoption rate of its Salesforce solution. UC has hired a new vendor to overhaul its documentation and train) ng process. needs a business analyst to facilitate this transition.
Which of set if actions are the most effective business needs from stakeholders?
- A. Mock up a design; build a prototype; demonstrate functionality to end users; and collect feedback for Changes.
- B. Use multiple forms of communication; build trust; show empathy; and get commitment for next
- C. send surveys to collect feedback; observe end 'Users; whiteboard incoming requests; and store communication in a centralized location.
正解：B
解説：
The set of actions that are the most effective for collaborating with key stakeholders are to use multiple forms of communication; build trust; show empathy; and get commitment for next steps. These actions help to establish and maintain positive and productive relationships with key stakeholders who have an interest or influence in the project outcome. Using multiple forms of communication helps to ensure clarity, consistency, and timeliness of information and feedback among stakeholders. Building trust helps to foster mutual respect, honesty, and reliability among stakeholders. Showing empathy helps to understand and acknowledge the needs, expectations, preferences, pain points, goals, etc. of stakeholders. Getting commitment for next steps helps to ensure alignment and engagement among stakeholders on the project goals, scope, roles, and responsibilities. References:
https://trailhead.salesforce.com/content/learn/modules/salesforce-business-analyst-certification-prep/stakeholder-
質問 # 133
Universal Containers (UC) has low adoption rate of its Salesforce solution. UC has hired a new vendor to overhaul its documentation and train)ng process. needs a business analyst to facilitate this transition.
Which of set if actions are the most effective business needs from stakeholders?
- A. Mock up a design; build a prototype; demonstrate functionality to end users; and collect feedback for Changes.
- B. send surveys to collect feedback; observe end 'Users; whiteboard incoming requests; and store communication In a centralized location.
- C. Use multiple forms of communication; build trust; show empathy; and get commitment for next
正解：C
解説：
Explanation
The set of actions that are the most effective for collaborating with key stakeholders are to use multiple forms of communication; build trust; show empathy; and get commitment for next steps. These actions help to establish and maintain positive and productive relationships with key stakeholders who have an interest or influence in the project outcome. Using multiple forms of communication helps to ensure clarity, consistency, and timeliness of information and feedback among stakeholders. Building trust helps to foster mutual respect, honesty, and reliability among stakeholders. Showing empathy helps to understand and acknowledge the needs, expectations, preferences, pain points, goals, etc. of stakeholders. Getting commitment for next steps helps to ensure alignment and engagement among stakeholders on the project goals, scope, roles, and responsibilities. References:
https://trailhead.salesforce.com/content/learn/modules/salesforce-business-analyst-certification-prep/stakeholder-
質問 # 134
A business analyst (BA) is working with the support team at Cloud Kicks (CK) on a Service Cloud implementation. The BA has decided to create a process map to understand CK's current merchandise return process.
What are the top three benefits of creating a process map?
- A. Engages stakeholders, identifies improvements, and starts the change process
- B. Identifies improvements, decreases project costs, and starts the change process
- C. Builds accountability, increases revenue, and decreases overall time spent on requirements
正解：A
質問 # 135
The Cloud Kicks admin is getting ready to release a record-triggered flow that auto-generates Renewal Opportunity Order Line Items once an Opportunity is Closed/Won for a sales team user story.
During user acceptance testing, what should the business analyst do to ensure the solution fulfills the needs of the sales team?
- A. Draft a list of test cases and scripts and choose "Run flow as another user'' to debug the flow as a sales team user to identify and fix bugs.
- B. Choose subject matter experts as testers and prepare a sandbox with quality test data, test cases, and scripts that match real-world scenarios.
- C. Collaborate with the admin and a power user to test the flow for scalability, robustness, and maintainability in a sandbox.
正解：B
解説：
Explanation
User acceptance testing is end-user testing performed in a sandbox or test environment to verify that a project or enhancement works as intended, and what was originally requested is actually being delivered. To ensure that the solution fulfills the needs of the sales team, the business analyst should choose subject matter experts as testers and prepare a sandbox with quality test data, test cases, and scripts that match real-world scenarios.
Subject matter experts are users who have extensive knowledge and experience with the business domain and processes. They can provide valuable feedback and insights on whether the solution meets their expectations and requirements. A sandbox is a copy of a production environment where users can test changes without affecting live data or users. Quality test data is data that is realistic, relevant, and representative of what users will encounter in production. Test cases are descriptions of specific scenarios or situations that users will perform with the solution. Test scripts are step-by-step instructions on how to execute each test case.
References: 1
https://trailhead.salesforce.com/en/content/learn/modules/user-acceptance-testing-video/learn-about-user-accept
質問 # 136
Universal Containers has a Salesforce Knowledge base solution; however support agents have indicated that the system has duplicate knowledge articles. The agents have requested a feature that allows them to compare articles side-by-side and merge the articles. While researching solution option, the business analyst (BA) noticed an idea in the Salesforce IdeaExchage that directly addresses this requirement. The idea is in beta testing and will generally available in the next release.
What should the BA suggest?
- A. Ask the support manager to wait until the idea is released.
- B. Ask the development team to build a custom solution based on the idea.
- C. Ask the Salesforce Account Executive to release the idea early.
正解：A
解説：
The best option for the BA to suggest is to ask the support manager to wait until the idea is released. This option avoids spending time and resources on building a custom solution that may not be compatible or necessary once the idea is released. It also ensures that the support team can benefit from the latest features and functionality that Salesforce provides, and avoid potential issues or conflicts with future updates or releases. The other options are either impractical or risky. Option B may not be possible or feasible, as the idea may not be ready or stable for early release. Option C may result in wasted effort or duplication, as the custom solution may become obsolete or incompatible once the idea is released. References: https://trailhead.
salesforce.com/en/content/learn/modules/business-analysis-functional-requirements/evaluate-solution-options
質問 # 137
The operations team at Universal Containers is developing a new inventory forecasting application available on its Experience Cloud site. Management wants to identify key external stakeholders to assist with determining project priorities.
Which external stakeholders should the business analyst recommend?
- A. Governing bodies
- B. Buyers and customers
- C. Third-party vendors
正解：B
解説：
For a project like developing a new inventory forecasting application on an Experience Cloud site, identifying key external stakeholders is critical for ensuring that the solution meets the end-users' needs. Buyers and customers are the primary users of such a platform and are directly impacted by its functionality and performance. Involving them in determining project priorities helps to align the development efforts with the actual market demand and user expectations, leading to a more successful and user-centric solution.
質問 # 138
A business analyst (BA) at Universal Containers is conducting discovery sessions for implementing Experience Cloud. The key stakeholders have been assembled. The user stories have been written.
What should the BA do next?
- A. Define the acceptance criteria
- B. Write the test scripts.
- C. Plan the sprint schedule.
正解：A
解説：
This answer states that defining the acceptance criteria is what the BA should do next after conducting discovery sessions for implementing Experience Cloud at UC and writing user stories. Acceptance criteria are a set of conditions or tests that a user story must meet or pass in order to be considered done and ready for deployment or delivery. Defining the acceptance criteria means that the BA specifies what the solution must do or have to satisfy the user story, and how to verify or measure its success. Defining the acceptance criteria is what the BA should do next after writing user stories because it helps the BA to clarify and communicate the requirements and expectations of the user story, and to ensure that the solution meets them. References:
https://trailhead.salesforce.com/en/content/learn/modules/salesforce-business-analyst-quick-look/use-user-stories
質問 # 139
Of the following Locale Settings, select which one CANNOT be selected when creating a new user.
- A. Language
- B. Time Zone
- C. Working Hours
- D. Locale
正解：C
解説：
Working Hours is not a Locale Setting that can be selected when creating a new user. Working Hours are set at the organization level or at the resource level for scheduling purposes. Time Zone, Language, and Locale are Locale Settings that can be selected when creating a new user. References: https://help.salesforce.com/s
/articleView?id=sf.users_add.htm&type=5
質問 # 140
At Cloud Kicks (CK), the marketing director's management style is results-driven. CK uses scrum methodology when developing improvements to its Salesforce org. The director requests urgent enhancements in the middle of a sprint that require changes by the development team, The director believes their needs are of the highest importance.
What should the business analyst do when disruptions to the project occur?
- A. Interpret the requests as guidelines to be used when determining priorities for the upcoming release.
- B. Focus on the agreed upon deliverables instead of the new requests to prevent overallocation of resources.
- C. Ask the project manager for an additional resource to implement the new requests.
正解：B
質問 # 141
Universal Containers is developing a new recruitment app using Service Cloud. The project team has started writing user stories including:
"As a human resources (HR) manager, I need to document the progress of a candidate's submission so I can manage the candidate's application throughout the recruiting process." What is one definition of done for this user story?
- A. The Candidate object has Edit access.
- B. The Candidate Status field can be updated.
- C. The acceptance criteria has been approved.
正解：B
解説：
Explanation
A definition of done is a set of criteria that determines when a user story is completed and ready for deployment. It typically includes technical, functional, and quality aspects of the userstory, such as code quality, unit testing, documentation, performance, security, and usability. One possible definition of done for this user story is "The Candidate Status field can be updated." This criterion checks if the functionality of updating the candidate's submission progress is working as expected and meets the user's need.
References:https://trailhead.salesforce.com/en/content/learn/modules/business-analysis-user-stories/define-done
質問 # 142
Which Salesforce standard license can be given to someone who need access only identity services, such as single sign-on (SSO)?
- A. SSO License
- B. Salesforce License
- C. Identity Only
- D. Lightning Platform
正解：C
解説：
Identity Only is the Salesforce standard license that can be given to someone who need access only identity services, such as single sign-on (SSO). Lightning Platform, SSO License, and Salesforce License are not valid standard licenses in Salesforce. References:
https://help.salesforce.com/s/articleView?id=sf.users_license_types_available.htm&type=5
質問 # 143
Northern Trail Outfitters (NTO) wants to address a recent group of complaints it received from the service team The NTO Salesforce team was alerted Chat the current routing process is preventing cases from reacting the correct service team without manual intervention.
Which action should the business analyst take to best understand and document the and recommend a future state?
- A. Organize a brainstorming session with service team leadership.
- B. Review individual surveys and questionnaires from the service team.
- C. Engage in a live process modeling exercise with the service team.
正解：C
解説：
Explanation
The action that the business analyst should take to best understand and document the current state and recommend a future state for resolving complaints from service team members about case routing issues is to engage in a live process modeling exercise with service team members. A live process modeling exercise is an interactive session where participants collaboratively create diagrams or models of their current processes using tools such as sticky notes, whiteboards, flip charts etc. A live process modeling exercise can help understand and document current state by capturing how things are done now; what are pain points; what are root causes; what are dependencies; etc. A live process modeling exercise can also help recommend future state by identifying how things should be done; what are best practices; what are gaps; what are solutions; etc.
Organizing a brainstorming session with service team leadership is not an action that the business analyst should take to best understand and document current state and recommend future state for resolving complaints from service team members about case routing issues. A brainstorming session is an activity where participants generate as many ideas as possible without criticism or evaluation. A brainstorming session can help generate possible solutions but does not help understand or document current state or evaluate future state.
Reviewing individual surveys and questionnaires from service team members is not an action that business analyst should take to best understand and document current state and recommend future state for resolving complaints from service team members about case routing issues. Reviewing individual surveys and questionnaires is an activity where participants provide feedback or opinions on specific topics or questions using tools such as forms, polls etc. Reviewing individual surveys and questionnaires can help gather quantitative data but does not help understand or document current state or recommend future state in depth.
References:
https://trailhead.salesforce.com/en/content/learn/modules/business-analyst_skills-strategies/explore-techniques-i
質問 # 144
A business analyst (BA) at Universal Containers had a meeting with sales and service reps to gather requirements around contact management for a new Salesforce implementation. A sales rep wants a place to capture the names of the contact's spouse and children to help build the relationship. The BA writes the following user story.
"As a user, I need to be able to record a contact's title and role as separate data points so I know who to address for various needs of the account.'' Who should be listed as the persona?
- A. Contact
- B. Sales rep
- C. Service rep
正解：B
質問 # 145
In what phase of the four application lifecycle milestones does this action belong? Communicate Changes, Update Profiles and Communicate end of Changes.
- A. Deploy
- B. Build
- C. Test
- D. Plan
正解：A
解説：
Explanation
Communicate Changes, Update Profiles and Communicate end of Changes are actions that belong to the Deploy phase of the four application lifecycle milestones. The Deploy phase involves moving changes from one environment to another and ensuring proper communication with stakeholders and end users. The Build phase involves creating solutions using declarative or programmatic tools based on requirements and design specifications. The Test phase involves verifying functionality, performance, security, and usability of solutions using various testing methods and tools. The Plan phase involves defining project scope, objectives, deliverables, resources, timeline, and risks. References:
https://trailhead.salesforce.com/content/learn/modules/application-lifecycle-and-development-models/understand
質問 # 146
Universal Containers has kicked off a project focused on transforming its customer service department using Service Cloud. During onboarding, the project manager shared the following process maps with the business analyst (BA):
Case Creation
* Case Triage
* Case Assignment
* Case Management
* Case Closure
Which key attributes should the BA look for when reviewing the process maps?
- A. Case sources, types, volumes, priorities, and reasons
- B. Audiences, scope, inputs, outputs, and resources
- C. Cost, timeline, risks, requirements, and opportunities
正解：B
解説：
Explanation
When reviewing process maps, business analysts should look for the following key attributes:
Audiences are the people who will be using the process maps. It is important to make sure that the process maps are clear and easy to understand for the intended audience.
Scope is the extent of the process that is being mapped. It is important to make sure that the process maps cover the entire process from start to finish.
Inputs are the materials or information that are needed to start the process. It is important to make sure that all of the necessary inputs are included in the process maps.
Outputs are the results of the process. It is important to make sure that the process maps clearly show the desired outputs.
Resources are the people, tools, and materials that are needed to carry out the process. It is important to make sure that all of the necessary resources are included in the process maps.
Here are some additional details from Salesforce Certified Business Analyst documents and resources that support the answer:
Process maps are visual representations of a process. They can be used to understand, improve, and communicate processes.
Audiences are the people who will be using the process maps. It is important to make sure that the process maps are clear and easy to understand for the intended audience.
Scope is the extent of the process that is being mapped. It is important to make sure that the process maps cover the entire process from start to finish.
Inputs are the materials or information that are needed to start the process. It is important to make sure that all of the necessary inputs are included in the process maps.
Outputs are the results of the process. It is important to make sure that the process maps clearly show the desired outputs.
Resources are the people, tools, and materials that are needed to carry out the process. It is important to make sure that all of the necessary resources are included in the process maps.
質問 # 147
Northern Trail Outfitter is eliciting feedback from a small number of key stakeholders within the organization for improvements to the current opportunity pipeline process. One of the stakeholders has a tendency to dominate the conversation which takes the group off topic and interfaces with meeting the objective.
How should the business analyst collaborate with the key stakeholder's?
- A. Conduct a group brainstorming session to generate ideas.
- B. Conduct a focus group to identify pain points.
- C. Conduct individual interviews to gather input.
正解：C
質問 # 148
A business analyst captures the following acceptance criteria for a user story about case reassignment in Service Cloud.
* A service manager can dick a Reassign button that changes the owner field of the case.
* A service manager is able to reassign cases-as part of the mobile experience.
* Reassignment functionality can be used on cases that have been auto-reassigned.
* Service reps are unable to reassign cases.
Which mistake was made?
- A. The criteria are small and testable.
- B. The criteria include solution information.
- C. The criteria are aligned with the user's goal.
正解：B
解説：
The mistake made in capturing these acceptance criteria was that they include solution information instead of focusing on what needs to be achieved by implementing this feature or functionality. For example, specifying that "a service manager can click a Reassign button" implies a particular design choice rather than describing what outcome should be achieved by reassigning cases (such as transferring ownership or notifying new owners). Acceptance criteria should be aligned with the user's goal rather than prescribing how to achieve it so that they do not limit creativity or innovation in finding solutions. Acceptance criteria should also be small and testable so that they can be easily verified by using techniques such as scenarios or test cases. References:
1 https://trailhead.salesforce.com/en/content/learn/modules/salesforce-business-analyst-certification-prep/user- stories
質問 # 149
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