Business Analyst Intermediate Practice Exam: Medium Difficulty 2025

A Salesforce Business Analyst (BA) is starting discovery for a new Service Cloud implementation. Executive sponsors want faster case resolution, while agents complain about “too many clicks.” The BA needs to uncover true pain points and measurable outcomes without leading stakeholders to a preselected solution. What should the BA do first?

During discovery, stakeholders disagree on the primary success measure for a new lead management process. Marketing wants more MQLs, Sales wants higher close rates, and Operations wants cleaner data. The BA needs to align stakeholders and define success criteria that supports trade-offs. What is the best next step?

A BA is gathering requirements for a new self-service experience. Customer support is concerned about increased deflection causing missed revenue opportunities from upsell. The BA needs to balance customer experience goals with business goals. What approach should the BA take?

In a requirements workshop, a senior stakeholder repeatedly interrupts others and pushes a specific solution. The BA needs to ensure all voices are heard and the group stays focused on outcomes. What should the BA do?

A cross-functional team is reviewing requirements for a new case triage process. Several stakeholders interpret key terms differently (for example, “urgent,” “VIP,” “high priority”), causing confusion and rework. What deliverable should the BA introduce to improve shared understanding?

Two departments both need changes to the same Salesforce screen flow. Each department wants its own priorities included in the next release, but the development team can only deliver a subset. What should the BA do to support an effective prioritization decision?

A BA is asked to document the current-state opportunity-to-cash process. Stakeholders describe the process differently depending on region, and exceptions are causing most delays. What is the best technique to produce a useful process map for improvement discussions?

A company wants to standardize case routing. The BA learns that routing depends on product, entitlement level, customer tier, and business hours. Stakeholders struggle to explain the rules consistently. What should the BA produce to clarify and validate routing logic before user stories are finalized?

A user story reads: “As a support agent, I want cases to be assigned automatically so that I can work faster.” Stakeholders agree it’s valuable, but the team keeps debating what “automatically” means. Which acceptance criteria best reduces ambiguity and supports testing?

A BA is decomposing an epic: “Improve onboarding for new customers.” Stakeholders want faster time-to-value and fewer support calls. The BA needs to create a set of user stories that are deliverable in iterations and traceable to outcomes. What is the best approach?