Salesforce Certified Business Analyst Intermediate Practice Exam: Medium Difficulty 2025

A business analyst is beginning discovery for a Service Cloud implementation. Executives say, "Reduce case resolution time," but agents complain about "too many handoffs" and missing information. What is the BEST next step to clarify the real problem before proposing solutions?

During discovery for a Sales Cloud enhancement, stakeholders disagree on why opportunities are lost. Sales leaders cite "poor follow-up," while reps cite "unclear qualification criteria." What approach should the business analyst use to reconcile these perspectives and identify root causes?

A business analyst is asked to "improve customer onboarding" and is given limited access to end users. Which set of discovery activities provides the MOST reliable understanding of current onboarding issues and constraints?

In a cross-functional project, Marketing wants leads routed by campaign, Sales wants routing by territory, and Support wants visibility into lead status for proactive outreach. What is the BEST technique for the business analyst to align stakeholders and drive a shared decision?

A project has a product owner, a Salesforce admin, and multiple subject matter experts (SMEs). Requirements are frequently changing because SMEs provide feedback late. What should the business analyst do to improve collaboration and reduce rework?

A business analyst is mapping a quote-to-cash process. The team keeps debating exceptions, and the diagram is becoming too complex to review. What is the BEST approach to keep the process map usable while still capturing necessary detail?

A company wants to standardize case intake across phone, email, and web. The business analyst needs to identify where work transitions between teams and where data is re-entered. Which process mapping technique is MOST appropriate?

A stakeholder requests: "Add a field to capture Customer Tier." During analysis, the business analyst learns multiple teams will use the tier for routing, entitlements, and reporting, but definitions differ by region. What should the business analyst do FIRST?

A project team has gathered many requirements for a new intake form. The product owner asks the business analyst to ensure requirements are testable and unambiguous before sprint planning. Which requirement statement is BEST written?

A business analyst is writing user stories for a service team. The team needs to reduce time spent searching for customer context across multiple records. Which user story and acceptance criteria set is MOST effective?