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Salesforce Certified Business Analyst
Question: 88
A business analyst (BA) at Northern Trail Outfitters has been asked to prepare documentation including acceptance
criteria and definition of done for a Heroku project.
Which way should the BA approach creation of this documentation?
A. Include the personal perspective for acceptance criteria and the overall perspective for definition of done.
B. Create one consolidated set of documentation as the two terms are synonymous and used interchangeably.
C. Include the overall perspective for acceptance criteria and the personas perspective for definition of done.
Answer: A
Question: 89
A business analyst (BA) working on a Service Cloud implementation is reviewing user stories to verify they are
written effectively.
What should the BA confirm about the user stories when completing this review?
A. They contain substantial details and focus on technical elements.
B. They are dependent on related acceptance criteria and overlap with other use cases.
C. They can be easily prioritized and are small enough to estimate accurately.
Answer: C
Question: 90
The business analyst (BA) at Universal Containers needs to gather information for their project including the steps a
user takes to accomplish a goal, challenges a user faces, people the user interacts with, applications they use to
complete the steps, and their level of morale as they move through the process.
Which elicitation technique should the BA use?
A. journey Mapping
B. Survey /Questionnaire
C. Focus Groups
Answer: A
Question: 91
Universal Containers is focused on an initiative to streamline its channel management processes. Due to the level of
complexity, the business analyst (BA) will gather and document the key points in preparation to build a more detailed
process map.
Which diagram should the BA use in this case?
A. SIPOC (Suppliers, Inputs, Process, Outputs, Customers)
B. Capability Model
C. Value Stream Map
Answer: A
Question: 92
The Sen/ice Center at Universal Containers (UC) uses Service Cloud and Experience Cloud to manage its customer
case lifecycle. UC wants to limit the number of interactions a customer has during the lifecycle. The project leader has
asked the business analyst (BA) to visually illustrate the lifecycle.
Which document should the BA create?
A. Journey Map
B. Heat Map
C. Process Map
Answer: C
Question: 93
The project team at Universal Containers has started to review the existing Salesforce manufacturing solution that has
low adoption and a variety of customization including custom objects, custom fields, renamed standard fields.
What should the business analyst recommend to the project team to increase understanding when documenting
requirements, process and potential solutions?
A. Use customer terminology and language.
B. Use industry terminology and language.
C. Use Salesforce terminology and language.
Answer: B
Question: 94
From where can an Admin unlock a user?
A. Setup > Locked Users > Unlock
B. Users > Select user > Unlock
C. Setup > Object Manager > Users > Select User > Unlock
D. Users > Logins > Unlock Users
Answer: B
Question: 95
From where can an Admin unlock a user?
A. Setup > Locked Users > Unlock
B. Users > Select user > Unlock
C. Setup > Object Manager > Users > Select User > Unlock
D. Users > Logins > Unlock Users
Answer: B
Question: 96
Northern Trail Outfitters (NTO) plans to significantly grow its workforce and wants to increase the overall security of
its Sales Cloud instance. NTO has previously implemented a complex security solution with organization wide
defaults, criteria-based sharing rules, and dozens of user profiles. NTO has asked a business analyst (0A) for
recommendations on how to proceed.
Which aspect of a potential solution is most important for a BA to consider?
A. User adoption
B. Scalability
C. System downtime
Answer: A
Question: 97
Universal Containers wants the ability to fill out a survey based on customer feedback. The team is unable to visualize
a possible solution in order to confirm the requirements.
Which elicitation technique should the business analyst use to help the team meet its goal?
A. Prototyping
B. Brainstorming
C. Observation
Answer: A
Question: 98
One retail location of Cloud Kicks has been getting complaints from shoppers about being unable to find items in the
store. The general manager has asked IT to configure tablets for the sales clerks so they can move freely around the
store to assist customers.
The IT team writes a functional requirement:
Tablets running the Salesforce mobile app must allow users to access store inventory records which include current
item count and item location.
Which user story should the business analyst write to describe the functional requirement?
A. As a sales clerk, I want to see item availability and locations to help customers find items.
B. As a general manager, I want sales clerks to have tablets so they can help customers find items.
C. As a customer, I want sales clerks to have access to item availability to help them find items.
Answer: A
Question: 99
The development team at Universal Containers is reviewing several stories to be added to the current sprint. The team
is having trouble with a particular story about an Opportunity email alert and is unsure about which type of testing is
What should the business analyst review and revise to provide more clarity to the team?
A. Definition of done
B. User persona
C. Acceptance criteria
Answer: C
Question: 100
From where can an Admin unlock a user?
A. Setup > Locked Users > Unlock
B. Users > Select user > Unlock
C. Setup > Object Manager > Users > Select User > Unlock
D. Users > Logins > Unlock Users
Answer: B
Question: 101
From where can an Admin unlock a user?
A. Setup > Locked Users > Unlock
B. Users > Select user > Unlock
C. Setup > Object Manager > Users > Select User > Unlock
D. Users > Logins > Unlock Users
Answer: B
Question: 102
Universal Containers (UC) has decided to implement Salesforce and has assigned a business analyst (BA) to write user
stories for the project. The BA plans to meet customer to their experience in their own words.
Which type of research should the BA use to elicit user stories from UCs customers?
A. Shadowing
B. Interviewing
C. Behavioral
Answer: B
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Sat, 27 May 2023 23:14:00 -0500 en text/html
Salesforce CRM Review 2023: Features, Pros & Cons

Salesforce offers everything from basic lead management to advanced workflows and sales pipeline customizations. While it’s not the easiest CRM to use, it might be the most intuitive. It is more like a complete business ecosystem if you use all of the available tool options. Let’s take a look at how all of the major features stack up and how each works.

Ease of Use

Once you have Salesforce correctly set up, it’s not difficult to train people how to use the software. However, the customization is very difficult to do and it isn’t always the most user-friendly platform. The more complicated the sales pipeline to implement, the more difficult it can be to use the software. Salesforce does not rank high on our list of easy-to-use CRMs.


One of the true wins for Salesforce is its ability to customize just about anything in your sales pipeline. Many CRMs can be difficult to use because they aren’t able to fully customize to your pipeline. Salesforce typically doesn’t have that problem as it’s one of the most customizable options on the market today.

Features and Capabilities

Salesforce offers basic lead management tools like any other CRM, however, it doesn’t nearly stop there. The platform is one of the most comprehensive tools on the market today. Here are some of its best features:

  • Forecast management
  • Quoting
  • Contracting
  • Customizable reports
  • Customizable dashboard
  • Pipeline management
  • Advanced permissions
  • Integrations with more than 1,000 other platforms
  • Marketing campaign management
  • Lead auto-assignment
  • Mass emailing

There is a good chance that if a feature doesn’t exist, it can be built to sync with the out-of-the-box tool.

Workflows and Automation

Salesforce offers a lot of different options for automation, not just being limited to automatically assigning leads as they come in. The workflows are customizable and are very much dependent on how you’re able to implement the software for your needs. For both of these features, Salesforce offers a developer sandbox for your tech team to work on continuous improvement.

Third-Party Integrations

The sheer volume of third-party integration options makes it an excellent choice for those needing to piece together a few different solutions. You can easily search for add-ons or other platforms that you can integrate with, at any time. Salesforce now has more than 3,000 integrations to discover other platforms that can help your processes.

From marketing automation to scheduling software, Salesforce is able to integrate with the leading platforms used for most purposes. Some of the most popular integrations include Slack, Calendly, DocuSign, QuickBooks, LinkedIn, HubSpot and more. You can check out the app exchange from Salesforce to learn more.

Sun, 14 May 2023 17:25:00 -0500 Jeff White en-US text/html
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Thu, 25 Aug 2022 10:15:00 -0500 en text/html
Better Buy: Adobe vs. Salesforce

Adobe (ADBE -0.50%) and Salesforce (CRM -1.49%) are both bellwethers of the cloud software market. Adobe's Photoshop, Illustrator, and Premiere Pro -- all housed in its Creative Cloud -- are industry-standard tools for media professionals. Its Acrobat PDF and e-signature apps are also widely used by its enterprise customers alongside its other cloud-based e-commerce, marketing, and analytics services.

Salesforce owns the world's largest cloud-based customer relationship management (CRM) platform. Like Adobe, it also expanded that ecosystem with additional cloud-based marketing, data analytics, and collaboration services.

A person holds a cardboard cutout of a cloud while using a smartphone.

Image source: Getty Images.

I compared these two cloud stocks back in Sept. 2021 and concluded that Salesforce's more balanced growth and lower valuation made it the better buy. But since I made that call, Salesforce's stock declined 25% as Adobe's stock slumped 33%. Both stocks lost their luster as the macro headwinds curbed their near-term growth and interest rates deflated their frothy valuations. But could either of these out-of-favor cloud kings be worth buying again before a new bull market starts?

Adobe continues to face tough macro headwinds

Adobe expects its revenue to rise only 9% in fiscal 2023 (which will end in early December) compared to its 12% growth in fiscal 2022 and 23% in fiscal 2021.

It blames that slowdown on the macro headwinds that forced many companies to rein in their software spending. However, it expects its adjusted earnings per share (EPS) to grow 12%-14% in fiscal 2023, which would represent an acceleration from its 10% growth in fiscal 2022, as it streamlines its spending to cope with its slower sales growth.

However, Adobe's revenue and earnings outlook for fiscal 2023 doesn't include any gains from its planned $20 billion takeover of the design software start-up Figma, which competes against Adobe's own XD platform in the user interface (UI) and user experience (UX) design markets. Adobe insists it can close that massive half-cash, half-stock deal by the end of fiscal 2023 but hasn't cleared all the regulatory hurdles yet. Adobe's critics claim that acquiring Figma would further solidify the company's control of the digital media and design markets.

Meanwhile, Adobe is still spending a large portion of its free cash flow (FCF) on big buybacks. It reduced its outstanding share count by more than 4% over the past three years, and it still has $5.2 billion remaining in its current $15 billion buyback authorization -- which will last through the end of fiscal 2024. Adobe's stock still looks reasonably valued at 24 times forward earnings, and its growth will likely accelerate again once the macroeconomic environment improves.

Salesforce is cutting costs to cope with the downturn

Salesforce expects its revenue to rise 10% in fiscal 2024 (which ends next January), which would also mark a slowdown from its 18% growth in fiscal 2023 and 25% in fiscal 2022. That deceleration was mainly caused by macroeconomic and currency-related headwinds.

But unlike Adobe -- which only let 100 employees go last December and doesn't plan to execute any mass layoffs -- Salesforce abruptly laid off about 8,000 employees, or 10% of its workforce, at the beginning of this year. It also hinted at additional layoffs throughout the rest of the year as it focuses on boosting its operating margins. It even launched its first buyback plan last year, then doubled that authorization from $10 billion to $20 billion earlier this year.

As a result, Salesforce expects its adjusted EPS to rise 36% in fiscal 2024 compared to its 10% growth in fiscal 2023 and 3% decline in fiscal 2022. That accelerating earnings growth could appease the activist investors who ramped up their pressure on Salesforce over the past year. Still, there's a risk that it could toss out its babies with the bathwater and weaken its own defenses against Microsoft, Oracle, and SAP in the CRM market.

Moreover, investors should recall it already lost a long list of top leaders -- including co-CEO Bret Taylor, Chief Strategy Officer Gavin Patterson, Chief Marketing Officer Stephanie Buscemi, Slack CEO Stewart Butterfield, and Tableau CEO Mark Nelson -- as it streamlined its sprawling business.

Salesforce's stock looks a bit pricier than Adobe's at 27 times forward earnings, but it's also growing faster and has no unresolved acquisitions hanging over its stock.

The better buy: Salesforce

Salesforce's aggressive cost-cutting measures seem risky, but they were long overdue after years of big acquisitions and hiring sprees. If it successfully streamlines its business this year, it could emerge as a leaner, more profitable tech giant that generates more predictable returns. Adobe is still a good long-term investment, but its slower growth and massive commitment to Figma could make it a less appealing investment than Salesforce for the rest of the year.

Leo Sun has positions in Adobe and Salesforce. The Motley Fool has positions in and recommends Adobe, Microsoft, and Salesforce. The Motley Fool recommends the following options: long January 2024 $420 calls on Adobe and short January 2024 $430 calls on Adobe. The Motley Fool has a disclosure policy.

Mon, 29 May 2023 00:28:00 -0500 Leo Sun en text/html
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Sun, 28 May 2023 13:28:00 -0500 en-US text/html
Salesforce's quarterly beat and raise shows Benioff can deliver on profitability

Marc Benioff, co-founder and CEO of Salesforce, speaks at an Economic Club of Washington luncheon in Washington, DC, on Oct. 18, 2019.

Nicholas Kamm | AFP | Getty Images

Salesforce (CRM) topped expectations in the first quarter of its fiscal year 2024, while providing strong guidance for the second quarter and raising its margin outlook for the rest of the year — once again proving that this is a transformed company balancing profitable growth at scale.

Wed, 31 May 2023 22:55:00 -0500 en text/html
Workers want to embrace A.I. — but only 1 in 10 say their jobs involve related skills, Salesforce says

But even though companies are making hefty investments into AI, most workers have yet to use it — "only 1 in 10" globally say their day-to-day role currently involves AI skills, the survey found. 

Such skills include AI-specific programming languages, machine learning and automation testing. 

That's despite the "excitement" workers feel about the prospect of using generative AI at work, said Salesforce.

"In fact, more workers were excited about its use in their workplace (58%) than panic about it replacing them in their job (42%)," the cloud software company added.

Generative AI's ability to create text, images and other content in response to human input has surfaced new fears of jobs being replaced by tech.

With its ability to supercharge human capabilities, AI should be used as a tool to empower the workforce rather than hindering or replacing them.

Sujith Abraham


A exact Goldman Sachs report found that as many as 300 million jobs around the world could be affected by AI and automation, such as office and administrative support roles.

"With its ability to supercharge human capabilities, AI should be used as a tool to empower the workforce rather than hindering or replacing them," said Sujith Abraham, Salesforce ASEAN's senior vice president and general manager. 

"[But] it is not without risk. This aspect is embedded in our generative AI guidelines that help guide responsible development and implementation of this transformative technology, that includes human participation." 

Skills leaders want 

People leaders said "data security skills, ethical AI and automation skills, and programming skills" will become increasingly important in the workplace, according to Salesforce. 

Yet, there's a "disconnect" between the skills companies need for the future, and those currently used by the workforce.

That gap will continue to exist as businesses race to develop AI technologies, Salesforce added. 

While 4 in 5 global workers report using digital skills in their day-to-day work, few report having skills beyond "collaboration technology, digital administration, and digital project management," the company said. 

Only 14% say their role involves other related digital skills such as encryption and cybersecurity, and 13% claim to use coding and app development skills. 

The penetration of AI skills also differs across industries. It comes as no surprise that the tech industry is the one that uses the most AI skills globally, Salesforce added.

"But even for this industry, less than a third of employees use AI skills within their role today," Salesforce added. 

Things are a bit different in Asia, however. For example, in India, it's the travel and tourism industry, rather than tech, that ranks highest for the application of AI skills — with 67% using AI skills in their roles today, Salesforce told CNBC Make It.

"Over the past year, AI usage has become more prevalent within the industry, with AI-powered systems and chatbots empowering consumers with more comprehensive and real-time insights," said Abraham.

"Businesses can drive rules in their systems to generate more personalized options and bring consumers closer to a decision." 

As for Singapore, the industry that ranked highest for the application of AI skills was manufacturing — even though only 21% say they use AI skills within their role. 

"The manufacturing industry is a critical part of Singapore's economy, representing approximately 21% of the country's GDP in 2022," said Abraham. 

"AI has been crucial to drive improvements in efficiency, quality of production and service processes."

That includes using real-time or predictive models to better manage logistics and supply chain challenges, he added. 

Shift to skills-based hiring 

In light of the shift toward skills-based hiring, picking up more skills will be "critical" for an AI-powered future, said Salesforce.

Its survey found that 82% of people leaders said skills are the "most important attribute" when evaluating candidates. 

That's a lot higher than the 18% who said relevant degrees are the most important.

"With the rapid pace of innovation today, skills-based hiring ensures that businesses can swiftly leverage new technologies," Abraham said.

"Companies are recognizing the value of a skilled workforce in remaining competitive and adaptable." 

And 97% of global workers say they believe that businesses should prioritize AI in their employee development strategy, according to the survey. 

Companies should therefore actively enable employees to pick up skills, said Abraham. 

"Workers need to be enabled with the hard and soft skills to use AI solutions that are already embedded into everyday systems and work applications," he added. 

"This includes understanding the parameters in which to work with AI, the types of use cases where AI can deliver the best results, validating the responses generated from AI, [and] spotting red flags in the generated content." 

Don't miss: Here are the top skills you will need for an ‘A.I.-powered future,’ according to new Microsoft data
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Thu, 18 May 2023 11:17:00 -0500 en text/html
Top 10 Salesforce Competitors & Alternatives 2023

To rank the best Salesforce alternatives of 2023, Forbes Advisor looked at data across a distinct set of categories. Every platform was awarded a certain number of points in each category, which were then added and averaged to create a final score. We scored these contenders across five categories looking at 17 different metrics that were weighted to favor features that small business owners find valuable in a CRM.


The main consideration we looked for in a provider is what its starting price was. Those that had low or moderate entry-level pricing plans fared best in our survey. Another key pricing metric for our experts was the number of pricing plans available, the range of prices between those plans and the feature benefits that each upgrade brought to the user. Finally, if the provider offered a free version or free trial of its CRM, it also scored bonus points. This accounted for 10% of our weighted scoring.


There are certain amenities that we considered to be must-have features of a CRM and some that we considered to be nice to have. The providers that included these features automatically in their plans―as opposed to changing an additional fee for them or, worse yet, not having them at all―fared the best in this category. The features we considered essential include providing pipeline management, custom dashboards, analytics tools, a document library, access to a mobile app and third-party integrations. Some additional features we wanted to see in a CRM provider included email marketing tools and multicurrency support. We weighted all features at 55% of our total score.

Third-party reviews

What real users of the CRM platform thought about it was important to us, so we turned to online review sites, such as Capterra and G2, to gauge customer response. We looked for solid reviews by users, looking at those that scored at least 3.5 or higher out of 5 on each site. These real user reviews accounted for 5% of the total score.

Expert analysis

Looking closer at customer reactions, our expert panel reviewed other key factors related to CRM to determine the best ones on the market. These factors included ease of use, stand-out features, value for the money and popularity. These final criteria made up 30% of the total score.

Thu, 25 May 2023 08:56:00 -0500 Mimi Polner en-US text/html
With mandate to Boost acquisitions integration, Salesforce CIO went to work

One of the most challenging aspects of purchasing a successful company, especially when you pay billions, is finding ways to integrate it successfully with your own. Melding products and operations without crushing what made the acquired company successful in the first place requires finesse, and it’s not an easy balancing act.

Over the last several years, Salesforce has made several mega-purchases. In fairly quick succession the company paid $6.5 billion for Mulesoft in 2018, dished out $15.7 billion for Tableau in 2019 and then $27.7 billion for Slack in 2021. In fact, the pace at which Salesforce bought other companies was something that activist investors complained about earlier this year, leading to the dissolution of its M&A committee in March.

Sure, these companies helped Salesforce grow revenue, but critics suggested that the CRM giant wasn’t integrating the acquisitions into its broader organization. While there was some crossover with the core Salesforce platform, the blending of the acquired companies into Salesforce more broadly has felt surprisingly slow.

One of CIO Juan Perez’s early mandates was to Boost the mingling of these acquired companies, he said. “From the day that I started, one of the number one objectives that was given to me as the new CIO was that the organization wanted to Boost our overall M&A integration process, from both a business process standpoint, but also from a technology-integration standpoint.”

It’s normal for mature companies like Mulesoft, Tableau and Slack to want to continue operating the way they have always done, doing what made them successful, said Perez, who was hired last year after more than 30 years at UPS.

“These organizations have their own culture, they have their own approach to doing things, they have their own infrastructure to support their business. And there’s this natural tendency of wanting to stay in their lane and not integrating with the [parent] company,” he said.

That’s expected to an extent. Speaking at Dreamforce in 2016, then company president, vice chairman and COO Keith Block talked about the challenges a company like Salesforce faces when purchasing a company, and that was long before Salesforce started looking at much higher-priced targets.

“If you drive growth and experimentation, you might not get leverage into the installed base. If you push too hard on integration, you get cost savings, but you might hurt innovation,” Block said at the time. That’s as true today as it was back then.

Tue, 09 May 2023 02:31:00 -0500 en-US text/html
Better Buy: Adobe vs. Salesforce No result found, try new keyword!Adobe (NASDAQ: ADBE) and Salesforce (NYSE: CRM) are both bellwethers of the cloud software market. Adobe's Photoshop, Illustrator, and Premiere Pro -- all housed in its Creative Cloud -- are ... Mon, 29 May 2023 00:36:00 -0500 text/html

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