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Salesforce Certified Business Analyst practice exam

The real exam has 60 questions, lasts 105 minutes and needs 72% to pass. Start with a free 20-question diagnostic, no account needed.

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Exam sections and weights

Sample questions

An outdoor gear retailer plans to adopt Salesforce in place of three unconnected spreadsheets that its merchandising buyers rely on. Before proposing any solution, the business analyst reviews the company's existing Salesforce org. What is the MAIN reason for doing this review ahead of any recommendation?

  1. To produce a project plan with milestones and cost estimates for stakeholders.
    Incorrect. A project plan is project management work that follows discovery; it is not why the environment is reviewed first.
  2. To uncover the org's current constraints and opportunities, which determine which solution options are realistic. (Answer)
    Correct. Org-specific limits, automation, licenses and technical debt, plus untapped capabilities, decide which solutions are feasible. Skipping this risks proposing designs that clash with the org.
  3. To catalog every open support ticket and user complaint about the spreadsheets in use today.
    Incorrect. Logging tickets describes the business problem's current state, not the Salesforce environment the question asks about.
  4. To draw the future-state process map for the buyers' new way of working.
    Incorrect. Future-state mapping comes after current-state analysis; it is a later step, not the reason for the review.

Ahead of a Service Cloud rollout at an outdoor gear company, the business analyst must find out why support agents average 14 minutes per case resolution, almost twice the industry benchmark. Which elicitation technique should the BA apply FIRST to uncover the root cause?

  1. Survey every customer service agent and ask them to rank their biggest pain points.
    Incorrect. Surveys reach many people but lack the depth to reveal the step-by-step causes of a particular inefficiency.
  2. Run a JAD workshop with the customer service manager and the IT team to design the desired future state.
    Incorrect. JAD focuses on designing the future state; jumping there before understanding current activity will miss the existing root cause.
  3. Shadow individual agents while they resolve live cases to see how they actually work. (Answer)
    Correct. Shadowing exposes undocumented workarounds, tool switching, and bottlenecks that agents might not mention in interviews or surveys.
  4. Read the current case management documentation and standard operating procedures.
    Incorrect. Documents usually describe the intended process, not the real one, so they would not reveal the informal workarounds driving the 14-minute average.

An outdoor retailer is documenting its order fulfillment process, which runs across the sales team, the warehouse team, and outside shipping partners, with many handoffs between departments and external parties. Which process mapping tool is MOST suitable for visualizing this cross-functional flow and its handoff points?

  1. A SIPOC diagram capturing the high-level Suppliers, Inputs, Process, Outputs, and Customers of the whole fulfillment process.
    Incorrect. SIPOC is a high-level scoping tool that sets process boundaries; it does not show handoffs or the sequence of activities across teams.
  2. A swim lane diagram (cross-functional flowchart) showing each team's activities and where process ownership passes between departments. (Answer)
    Correct. Swim lane diagrams (also called cross-functional or deployment flowcharts) give each team its own lane, so the flow across lanes shows exactly where work and ownership move between sales, warehouse, and shipping partners.
  3. A Universal Process Notation (UPN) diagram defining the triggering events and outcomes of each process step.
    Incorrect. UPN, with its defined triggers, activities, and outcomes, suits complex individual processes, but swim lanes are better when the main aim is to show cross-team handoffs.
  4. A value stream map identifying waste and non-value-adding activities in the fulfillment process.
    Incorrect. Value stream mapping is a Lean/Six Sigma tool for spotting waste. It helps process improvement but is not the standard choice for visualizing cross-functional handoffs.

Questions are original and follow the official exam guide. Praxis Academy is not affiliated with Salesforce, Inc.