Free Practice Salesforce Business-Analyst Exam Questions 2025

As a Business Analyst, you are managing a Salesforce implementation for XYZ Ltd. Two key stakeholders are at odds: the Sales Manager wants to include a complex custom feature for lead management which could extend the project, while the CEO wants to go live as soon as possible to start seeing ROI. How should you handle this situation?

Your company is planning to improve its customer support process using Salesforce Service Cloud. The future state of the process has been agreed upon with stakeholders. Which of the following actions should you take to ensure proper governance and control over the project scope?

The business analyst at Universal Containers has been asked to train the client on how to write effective user stories with acceptance criteria. The client provided this sample story. User Story: As a customer service agent, I need the ability to close support tickets. Acceptance Criteria: 1. When viewing an open support ticket, a "Close Ticket" action is available. 2. When closing a support ticket, the agent is required to enter a "Close Reason". 3. After completing the close action, the status of the support ticket is set to "Closed". What can be done to improve this user story?