50 Salesforce Certified Business Analyst Practice Questions: Question Bank 2025

A business analyst is starting discovery for a new Service Cloud implementation. Stakeholders disagree on what the primary success metric should be. What should the analyst do FIRST?

During stakeholder interviews, users keep describing solutions (e.g., "add a button") instead of the underlying problem. What is the best technique for the analyst to uncover the real need?

A cross-functional project has marketing, sales, and support stakeholders. Meetings are unproductive because each group uses different terminology for the same concepts. What should the business analyst produce to improve collaboration?

A process owner asks the analyst to document the current lead-to-opportunity process. The analyst wants to ensure the map is easy for non-technical stakeholders to validate. Which format is most appropriate?

A stakeholder requests: "Sales needs a dashboard that shows pipeline by region." Other stakeholders say the same dashboard must also support filtering by product line. What should the analyst do to manage this requirement effectively?

A team is mapping the future-state case management process and discovers that two departments will handle the same case type depending on customer tier. What is the best way to represent this decision point in the process map?

A product owner frequently changes priorities. The delivery team complains they can’t plan sprints effectively. What should the business analyst recommend to improve collaboration and predictability?

A user story is written as: "As a sales rep, I want a new screen so that I can be more efficient." What is the primary issue with this story?

An organization wants to redesign its quote approval process in Salesforce. Approvals currently happen via email with undocumented exceptions. The executive sponsor wants a "Salesforce approval process" built immediately. What should the business analyst do to reduce the risk of automating a flawed process?

A BA gathers requirements for an integration that will sync customer data between Salesforce and an external billing system. Stakeholders request "real-time updates" but cannot define acceptable timing. What is the best requirement clarification to obtain to guide architecture decisions?

A business analyst is starting discovery for a Service Cloud implementation. Stakeholders disagree on what “case resolution time” means. What should the analyst do FIRST?

A stakeholder frequently introduces new ideas during sprint reviews, causing scope expansion and confusion. What is the best way for the business analyst to support healthy collaboration?

A business analyst is asked to map the “Lead-to-Cash” process. Multiple teams perform the same step differently depending on region. What should the analyst produce to best represent this variation?

During discovery, users state: “We need faster approvals.” Which follow-up question most effectively uncovers the underlying requirement?

A cross-functional group must decide whether to standardize on a single opportunity stage model. Sales wants flexibility; Finance needs consistent forecasting. What technique best helps the analyst drive alignment?

A team reports that a new process map is “too detailed” and hard to use in workshops. What adjustment should the business analyst make to improve stakeholder understanding?

A requirement states: “The system must prevent duplicate accounts.” Which clarification is MOST important to make the requirement testable and implementable?

A product owner asks the business analyst to write user stories for a new “Customer Onboarding” capability. The stories are large and include multiple steps and roles. What is the best next action?

After go-live, support tickets show users are bypassing a required approval by changing a record field after submission. The approval should lock the record while it’s pending. What is the most likely analysis finding?

A business analyst must help select between two solution approaches for intake of internal requests: (1) email-to-case with manual triage or (2) a guided form with required fields and automated routing. Stakeholders are split and want a decision. What is the best recommendation approach for the analyst?

During discovery, a stakeholder says, "We need a better dashboard." What is the business analyst’s best next step to clarify the request?

A project has 12 stakeholders across Sales, Service, and Compliance. Meetings are running long and decisions are unclear. What should the business analyst do to improve collaboration and decision-making?

When creating a current-state process map for a lead-to-cash workflow, which approach is most appropriate to validate the map quickly with business users?

A stakeholder insists the solution must use a custom object for "Requests." The business analyst suspects a standard object may already fit. What is the best way to handle this during discovery?

Two departments provide conflicting requirements for case assignment: Support wants assignment by product, while Operations wants assignment by region. What should the business analyst do first?

A business analyst is documenting future-state for an order approval process. Stakeholders frequently ask, "What happens when the approver is out?" How should the BA incorporate this into process mapping?

A requirement reads: "The system must be user-friendly and fast." What is the best revision to make this requirement testable?

A product owner asks the business analyst to write user stories for a new self-service password reset experience. Which story is MOST likely to be effective for an agile team?

A discovery workshop produces many feature requests, but the sponsor wants confidence the solution will deliver business value. What should the business analyst produce to connect requirements to outcomes and reduce scope risk?

A team reports that user stories are frequently "done" but stakeholders still reject the work during review. Which root cause is MOST likely, and what is the best corrective action?

During customer discovery, a stakeholder insists the new Salesforce solution must include “automated approvals” but can’t explain what needs approval or why. What should the business analyst do NEXT?

A BA is facilitating a cross-functional workshop. Two departments disagree about who should own customer onboarding tasks, and the conversation becomes unproductive. What is the BEST technique to regain alignment in the session?

A team is mapping an “as-is” lead qualification process and discovers several workarounds and duplicate data entry steps. What is the PRIMARY purpose of capturing these details in the process map?

A product owner provides 40 requirements, but several are overlapping and use different terminology for the same business concept. What should the BA do to reduce ambiguity before backlog prioritization?

A user story reads: “As a sales rep, I want faster lead assignment.” Stakeholders agree it’s important but keep debating what “faster” means. What is the BEST next step to make the story testable?

A BA needs to capture a future-state process for a service team that spans multiple systems and includes decision points, exceptions, and handoffs. Which artifact is MOST appropriate to communicate this end-to-end flow clearly?

After a discovery workshop, several stakeholders claim the BA “missed requirements,” but meeting notes show those topics were out of scope. What is the BEST way to prevent this misunderstanding going forward?

A stakeholder requests: “Users must not see records they don’t own.” In the current org, visibility varies by team and sometimes requires exception access. What should the BA do FIRST to refine this requirement for solution design?

A BA is defining user stories for an Experience Cloud site. Stakeholders want “one login for customers across multiple related brands,” but each brand currently has separate customer databases. What is the BA’s BEST action to support an appropriate architectural decision?

A BA is asked to validate that a proposed change will improve call center efficiency. Which metric is MOST directly aligned to measure efficiency improvement after implementation?

During discovery, stakeholders say they want a "single view of the customer," but different teams define "customer" differently (Account vs. Contact vs. Household). What should the business analyst do FIRST?

A stakeholder insists that a new Salesforce process must mirror the current spreadsheet workflow exactly. What is the BEST business analyst response?

A team is struggling to agree on requirements because meetings are dominated by a few loud voices, while other groups (Support and Compliance) rarely contribute. What should the business analyst do to improve collaboration?

A sales operations manager says, "Our lead conversion is too slow," but cannot specify where time is being spent. What is the MOST effective next step for a business analyst?

Stakeholders request a new "Priority Customer" flag to drive routing and reporting. Some want it based on annual revenue, others want it based on recent support escalations. What should the business analyst produce to reduce ambiguity and support implementation?

A backlog refinement session reveals multiple user stories that depend on customer master data being cleaned up, but data work is not represented anywhere. What is the BEST action for the business analyst?

A stakeholder provides a requirement: "Users must be able to see everything about a customer in Salesforce." What is the BEST way for the business analyst to make this requirement testable?

A process map shows that after an Opportunity is marked "Closed Won," an order is created in an external ERP. Sales wants Salesforce to "automatically sync" orders, while Finance is worried about incorrect billing. What is the BEST next step for the business analyst?

A product owner asks the business analyst to write user stories for a new intake process. The team keeps delivering features that pass UAT but do not improve the business outcome. Which change will MOST improve story quality and alignment?

A business process includes approvals based on region, deal size, and product family. Stakeholders frequently request changes to approval thresholds. The BA wants to reduce ongoing maintenance effort while preserving auditability. What is the BEST recommendation at the requirements level?