Certified-Strategy-Designer Salesforce Certified Strategy Designer Exam Questions and Answers

Salesforce Developer Release Notes provide detailed information on upcoming features and updates, including new functionalities that might be relevant to the team's needs. Checking these notes can confirm whether the anticipated feature will be part of a future Salesforce release, aiding in planning and decision-making.

The best approach to create alignment among internal teams who are duplicating efforts is to conduct a service blueprint workshop, as this helps map out the current state of the service delivery across different touchpoints, channels, and actors, and identify gaps, redundancies, and opportunities for improvement. A design sprint or a journey mapping workshop may not be suitable for addressing the internal silos and inefficiencies.

A challenge statement effectively articulates a complex UX problem by framing it in a way that highlights its significance, encourages involvement, and inspires action. It positions the issue as an opportunity for improvement, motivating the team to engage in finding solutions and driving positive change.

A kickoff meeting can help align the project team before they begin working together by facilitating activities to gain an understanding of each others’ skills, communication styles, and expectations. This helps build trust, rapport, and collaboration among team members with different backgrounds and perspectives. References: https://trailhead.salesforce.com/en/content/learn/modules/salesforce-strategy-designer-certification-prep/facilitate-a-kickoff-meeting

The best metric to measure user experience improvements achieved as an outcome of the redesign is Customer Satisfaction Score (CSAT), which is a simple and direct way of gauging how satisfied customers are with the product or service. Increased transaction volume or Net Adoption Score (NAS) may not reflect the user experience aspects of the redesign.

The Business Model Canvas is a strategic management tool that helps in visualizing and assessing various aspects of a business model. For justifying the strategy behind a significant investment like a new e-commerce tool, the canvas provides a structured way to evaluate the value proposition, customer segments, revenue streams, and cost structure, among other elements. This holistic view supports decision-making by clearly illustrating how the new tool aligns with the company's strategic goals and financial considerations.

Grounding discussions in user research insights can refocus stakeholder conversations on user needs and the underlying problems the project aims to solve. This approach can help align stakeholders by emphasizing the importance of addressing these user-centered issues, moving beyond personal preferences or directions.

The best Salesforce automation tool to recommend to improve business process efficiency for an insurance company that has a complex underwriting process is MuleSoft, as this helps integrate and orchestrate data and applications across different systems and platforms. Financial Services Cloud or Service Cloud may not be able to automate the underwriting process effectively.

The best strategy to use to bring potential issues to light for a sales strategy that falls into an ethical risk zone around addiction is to design a workshop for the team to slow down and think through the potential consequences of the strategy and uncover stakeholder perspectives, as this helps foster ethical awareness, reflection, and dialogue. Releasing the project as intended or creating a provocative presentation may not address the ethical risk or create alignment.

The best tool to explore the collaboration, structure, and processes that will be required to deliver a new customer experience with digital and environmental touchpoints is a service blueprint, as this helps illustrate how different actors, touchpoints, channels, activities, and resources interact and support each other in delivering the service. A journey map or an empathy map may not be able to capture the backstage aspects of service delivery.

Analogous research involves looking at solutions in different contexts or industries to solve similar problems. For supply chain issues, studying how an unrelated industry overcame comparable challenges can provide fresh insights and innovative approaches, offering new perspectives on problem-solving.

The best tactic to understand the potential impacts of stakeholders on a project is stakeholder analysis, which is a systematic way of identifying and assessing the interests, expectations, and influences of various stakeholders. A stakeholder focus group or stakeholder KPIs may not capture the full spectrum of stakeholder perspectives and impacts.

The best way to collaborate with the UX designer to ensure that new features on the sales platform are both viable and feasible is to align design implications to business goals, as this helps justify the value proposition and return on investment of the new features. Co-creating a journey map with users or identifying user quotes may not address the viability or feasibility aspects of the new features.

When evaluating ideas for a loyalty program, considering desirability (customer appeal), viability (business sustainability), and feasibility (practical implementation) ensures a balanced assessment. These criteria help in selecting ideas that are not only attractive to customers but also align with business goals and can be realistically executed.

One way the company can embed ethical use principles into its day to day work is by using Consequence Scanning, which is an agile practice that fits within an iterative development cycle and allows organizations to consider the potential consequences of their product or service on people, communities, and the planet. Consequence Scanning helps identify and mitigate potential harms or risks, and align the product or service with the organization’s values and culture. Quantitative research or journey mapping may not be sufficient or effective for embedding ethical use principles.

The key reason why the design team would engage the developer team is to validate technical limitations. Technical limitations are constraints or challenges that affect the feasibility or viability of a solution, such as platform capabilities, integrations, performance, security, or scalability. The design team should consult with the developer team to understand and address these limitations, and ensure that the solution is realistic and achievable. References: https://trailhead.salesforce.com/en/content/learn/modules/salesforce-strategy-designer-certification-prep/engage-technical-stakeholders

The strategy designer should recommend using In-App Guidance and investing in change management to aid the sales team in onboarding to Sales Cloud. In-App Guidance is a feature that allows creating prompts and walkthroughs within Salesforce to guide users through new features or processes. Change management is a process that involves planning, communicating, and supporting users through organizational changes, such as adopting new technologies or workflows. References: https://trailhead.salesforce.com/en/content/learn/modules/salesforce-strategy-designer-certification-prep/use-in-app-guidance-and-invest-in-change-management

The best method to improve feasibility of a concept direction that involves sustainable materials is to run a cost benefit analysis, which is a quantitative way of comparing the costs and benefits of different alternatives and finding the optimal solution. Creating a functional prototype or reviewing and aligning with company V2MOM may not address the feasibility issue directly.

The metric that should define a successful transformation outcome is increased goal completion rate. This metric measures how often customers are able to complete their intended tasks or goals through the automated online chat experience, such as finding information or self-service tools. It indicates the effectiveness and satisfaction of the chat experience. References: https://trailhead.salesforce.com/en/content/learn/modules/salesforce-strategy-designer-certification-prep/measure-the-success-of-the-initiative

Ecosystem Mapping is an appropriate tool for identifying key stakeholders, influencers, and entities that will interact with or be affected by the new loyalty program. This method helps in visualizing the broader context and relationships within the program's ecosystem, aiding in strategic planning and stakeholder management.

Whiteboarding tools are tools that enable collaborative drawing, brainstorming, and mapping on a virtual board. They are useful for conducting synchronous journey mapping sessions with remote teams, as they allow everyone to participate and contribute in real time. References: https://trailhead.salesforce.com/en/content/learn/modules/salesforce-strategy-designer-certification-prep/conduct-a-journey-mapping-session

 The purpose of an Impact & Effort matrix is to prioritize projects based on key goals outlined in project framing. An Impact & Effort matrix is a tool to evaluate and compare projects based on two criteria: the impact they have on achieving the desired outcomes, and the effort they require to implement. Projects that have high impact and low effort are usually prioritized, while projects that have low impact and high effort are usually deprioritized. An Impact & Effort matrix does not compare products based on predefined criteria or classify projects according to their level of urgency.

The How Might We format for challenge framing uses the word “might” instead of “will” because it implies a sense of possibility and curiosity, rather than certainty or obligation. It allows the team to explore solutions without committing to one right away, which encourages creativity and experimentation. References: https://trailhead.salesforce.com/en/content/learn/modules/salesforce-strategy-designer-certification-prep/frame-challenges-with-how-might-we-statements

The technique that the designer should use to ensure the audience remains engaged is to ask open-ended questions to the audience to maintain their involvement. Open-ended questions are questions that require more than a yes or no answer, and invite the audience to share their thoughts, opinions, or feedback. Asking open-ended questions can help the designer capture the audience’s attention, interest, and curiosity, as well as encourage interaction and dialogue. Turning the camera off may reduce the visual connection and rapport with the audience. Dedicating half of the meeting time to answering questions may not be enough to keep the audience engaged throughout the presentation.

The strategy designer should explore diversifying product offerings to increase market share. This means creating new products or services that appeal to different customer segments or needs, and expanding the customer base and revenue potential of the business. References: https://trailhead.salesforce.com/en/content/learn/modules/salesforce-strategy-designer-certification-prep/diversify-product-offerings

Field Service is a Salesforce product that CK should invest in to efficiently enable the desired experience of scheduling and managing appointments and seeing when the delivery vehicle is on the way. Field Service is a product that helps manage and optimize the entire field service operation, from scheduling and dispatching to tracking and reporting. It integrates with other Salesforce products, such as Service Cloud and Experience Cloud, to provide a seamless and connected experience for customers and field workers. References: https://www.salesforce.com/products/service-cloud/field-service/

The strategy designer should share applicable privacy acts as a consideration when collecting personally identifiable information to share in an aggregate format. Privacy acts are laws or regulations that protect the privacy and security of personal data collected by organizations. They vary by country or region, and may have different requirements or restrictions for data collection, processing, storage, and sharing. References: https://trailhead.salesforce.com/en/content/learn/modules/salesforce-strategy-designer-certification-prep/consider-applicable-privacy-acts

Mapping out accessibility standards in terms of their impact on users and implementation difficulty provides a clear, strategic view of why meeting these standards is essential. This approach helps in prioritizing accessibility efforts based on their potential to enhance user experience and inclusivity, while also considering the practical aspects of integrating these standards into product development.

The question that the team should use to prioritize and turn insights into design opportunities is “Why is this insight valuable?” This question can help the team evaluate the relevance, significance, and impact of each insight, and how it relates to the user needs, pain points, goals, and motivations. The question also helps the team frame the insights in terms of benefits and outcomes, rather than features or solutions. The other questions may be useful for assessing feasibility or viability, but they do not prioritize insights based on value.

A strategy designer should recommend a Consequence Scanning workshop before CK commits to this project. A Consequence Scanning workshop is a method to identify and mitigate potential negative consequences of a product or service, such as privacy, security, or social issues. It involves mapping out the intended and unintended outcomes of the product or service, assessing their likelihood and severity, and devising actions to prevent or reduce harm. User Acceptance Testing or Global Trend Analysis may provide some insights, but they do not address the ethical implications in a systematic and proactive way.

The best thing to include in the executive summary when presenting a new service vision to an executive audience is a plan description including who needs to act and what they need to do, as this provides a clear and concise overview of the vision and its implementation. A detailed report of the data that informed the new vision or the different options explored in the process of designing this vision may not be relevant or interesting for an executive audience.

Co-creating with customers, especially those already engaged with the brand, can lead to a loyalty program that resonates more closely with user needs and preferences, increasing the likelihood of its adoption. This collaborative approach ensures the program's features and rewards are aligned with what customers value most.

The best approach in terms of bringing skills and talent for a project with budget constraints and unclear variables and decisions is to bring in team members with strong problem solving skills, as this helps tackle ambiguity and uncertainty, and generate creative and effective solutions. Defining additional leads for each functional area or staffing heavily from the development phase may not be feasible or optimal for the project.

Business process modeling is the most suitable approach for redesigning a complex manufacturing process. It allows for the visualization, analysis, and optimization of the production workflow, identifying inefficiencies and opportunities for streamlining operations to reduce lead times.

Card sorting is a user-centered design technique ideal for optimizing website navigation. By involving end-users in organizing topics into categories that make sense to them, card sorting helps uncover user mental models and preferences for information architecture. This direct involvement ensures the revised navigation menu is intuitive and user-friendly, addressing the issues users face in finding information.

Journey mapping is the most effective co-design workshop method for helping service agents understand the customer support experience comprehensively. It visually represents the customer's end-to-end journey, highlighting pain points, opportunities for improvement, and areas causing disjointed experiences, fostering a shared understanding among agents.

In the Design Thinking process, testing for desirability ensures that ideas meet user needs and preferences. Refining these ideas based on feasibility takes into account the practical aspects of implementation, ensuring that the prioritized opportunities are both desirable to users and achievable by the team.

The question that CK should seek answers to when determining if the business model is viable is what are customers willing to pay? This question helps evaluate the value proposition and revenue streams of the new service, and whether customers perceive the service as worth paying for. References: https://trailhead.salesforce.com/en/content/learn/modules/salesforce-strategy-designer-certification-prep/create-a-business-model-canvas

The Desirable, Feasible, Viable framework is essential for ensuring a new business model's success. It ensures the model is customer-centric (Desirable), technically and organizationally achievable (Feasible), and financially sustainable (Viable), aligning the innovation with customer needs, operational capabilities, and business objectives.

V2MOM stands for Vision, Values, Methods, Obstacles, and Measures. It is a tool that helps align teams around common goals and objectives, and track progress and results. It is used by Salesforce to bring plans to reality after workshops and ideation sessions. References: https://trailhead.salesforce.com/en/content/learn/modules/align-your-team-with-v2mom

V2MOM is an acronym that stands for Vision, Values, Methods, Obstacles, and Measures. It is a tool used by Salesforce and recommended in their strategy design processes to align teams and bring strategic plans to fruition. After a workshop where a strategy designer and UX team develop a plan around the team's purpose and organizational alignment, using V2MOM helps to articulate the Vision of what they want to achieve, the Values that are most important to them, the Methods they will use to get there, the Obstacles they anticipate, and the Measures they will use to know whether they are successful. This framework ensures clarity and alignment, making it the ideal document to transition from planning to execution.

The best way to gain alignment from a key decision maker who is neutral or detracting from a project is to set up a conversation with them to name the challenge and listen to their objections, as this shows respect and empathy and allows for mutual understanding and feedback. Asking the sponsor to speak to them on behalf of the project or emailing them reiterating project status may not address their concerns or motivations effectively.

The designer should establish KPIs and instill checkpoints in the product development process to ensure alignment to the vision of a sustainable future digital commerce strategy. KPIs stand for Key Performance Indicators, which are metrics that measure the progress and success of a product or service against predefined goals and objectives. Checkpoints are moments in the product development process where the team reviews the work done so far, validates the assumptions and hypotheses, and adjusts the plan or direction as needed. Both methods help monitor and evaluate the alignment of the product with the vision, and ensure that the product delivers value to both users and business. References: https://trailhead.salesforce.com/en/content/learn/modules/salesforce-strategy-designer-certification-prep/establish-kpis-and-instill-checkpoints-in-the-product-development-process