Certified-Strategy-Designer Salesforce Certified Strategy Designer Exam(SU24) Questions and Answers

Dot voting is a democratic and quick way to gauge gro up consensus on the most valued ideas. It narrows down numerous ideas to those most critical to the group, facilitating focused discussions on priorities and driving alignment on strategic opportunities.

The strategy designer should work through the conflict in the workshop to reach a shared perspective, rather than avoiding or suppressing it. This helps surface different opinions and perspectives, foster constructive dialogue, and align on common goals and criteria. References: https://trailhead.salesforce.com/en/content/learn/modules/salesforce-strategy-designer-certification-prep/navigate-conflict-in-a-wor kshop

When a strate gy designer creates an empathy map based on research insights, their deep understanding of the customer drives desirability as an outcome. Desirability is the degree to which a product or service meets or exceeds the expectations, needs, and desires of the customers. By creating an empathy map, a strategy designer can gain a holistic and empathetic view of the customer’s thoughts, feelings, actions, and pain points. This can help the designer create solutions that are more attractive, satisfying, and meanin gful for the customers. Viability and feasibility are not driven by empathy maps, as they relate to the business and technical aspects of a solution.

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-cen tered issues, moving beyond personal preferences or directions.

The design team should provide a breakdown of the strategy, linking features with consumer benefits and outcomes, to address the concerns of the executive team. This helps communicate the value proposition and rationale of the product vision, and how it aligns with the business goals and objectives. References: https://trailhead.salesforce.com/en/content/learn/modules/salesforce-strategy-designer-certification-prep/communicate-the-product-vision

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 o f 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 strategy designer should facilitate a workshop on ideating and sketching with the core team members to engage them more. A workshop is a collaborative session where participants work together to generate ideas, solve problems, or make decisions. Ideating and sketching are techniques to stimulate creativity and visualize concepts. By involving the developers in these activities, the strategy designer can help them understand the value of design thinking, foster their ownership of the process, and leverage their skills and perspectives. Conducting interviews may provide some insights on process approaches, but it does not engage them in design work. Inviting them to lead the conversation for synthesis and persona development may put too much pressure on them if they are not familiar with these methods.

A business case for sustainable innovation should demonstrate how the product creates value for both the company and the customers throughout its lifecycle, from pre-purchase to post-purchase. Extending customer journey maps to include these stages can help identify opportunities and challenges for enhancing the product experience and reducing environmental impact. Purchasing carbon offsets or sourcing cheaper materials may reduce some costs or emissions, but they do not address the full product lifecycle or the customer perspective.

The format of the design challenge statement is how might we + verb + user + need + context, which is a solution-free way of framing a problem or opportunity space. Option B reflects this format by asking how might we save our existing customers time by preemptively serving them the info they need to deflect customer support calls. Option A is an example of a user story, which is a solution-oriented way of expressing a user requirement. Option C is an example of a goal statement, which is a high-level way of expressing a desired outcome.

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 a lternatives and finding the optimal solution. Creating a functional prototype or reviewing and aligning with company V2MOM may not address the feasibility issue directly.

The core principles of the Jobs to Be Gone framework are customer-centric, solution agnostic, stable over time, and measurable outcomes, as this framework helps understand the cu stomer’s specific goal or job, and the thought processes that would lead them to hire a product or service to complete the job. Customer-centric means focusing on the customer’s needs and desires, solution agnostic means not prescribing or implying any spe cific solution, stable over time means not changing with customer attributes or preferences, and measurable outcomes means having clear and quantifiable indicators of success.

The best roadmap to communicate the planned releases of multiple products in a single view is a portfolio roadmap, as this helps show how different products align with the strategic goals and initiatives of the organization, and how they interrelate and depend on each other. A strategy roadmap or a product roadmap may not be able to capture the complexity and diversity of multiple products.

The rea son why marker choice is important is that they enable stakeholders to focus on generating ideas rather than detailing UI. Fat markers are thick pens that limit the level of detail that can be drawn on a sticky note. They help stakeholders concentrate on t he concept or idea behind the sketch, rather than the user interface or visual design. References: https://tr ailhead.salesforce.com/en/content/learn/modules/salesforce-strategy-designer-certification-prep/sketch-with-fat-markers

Effort is a factor that sh ould be considered to minimize cost and maximize value when prioritizing ideas or features. Effort refers to the amount of time, resources, or complexity required to implement a solution. It helps estimate the cost-benefit ratio of each solution, and selec t the ones that deliver the most value with the least effort. References: https://trailhead.s alesforce.com/en/content/learn/modules/salesforce-strategy-designer-certification-prep/prioritize-ideas-with-a-priority-matrix

The designer should focus on exploring feasibility and opport unities for future innovation when engaging technical stakeholders. Feasibility refers to how possible or realistic it is to implement a solution, given the technical constraints or requirements. Opportunities for future innovation refer to the potential o r possibilities for creating new or improved solutions, leveraging the latest technologies or trends. Both aspects help foster a collaborative and creative dialogue between the designer and the technical stakeholders, and ensure that the solution is both v iable and desirable. References: https://trailhead.salesforce.com/en/content/learn/modules/salesforce-s trategy-designer-certification-prep/engage-technical-stakeholders

Interviewing 8-10 customers about how banking fits into their lives and their ideal relationship with their bank is the best way to learn about the unique expectations of the company’s customers. This method provides qualitative and contextual insights into the customers’ needs, goals, pain points, and emotions. References: https://trailhead.salesforce.com/en/content/learn/modules/salesforce-strategy-designer-certification-prep/conduct-customer-interviews

The best recommendation to identify and r emediate the issue of slow and unresponsive Lightning web components is to utilize the Lightning Usage App, which provides insights into how users interact with Lightning Experience and helps optimize performance and usability. Running the Salesforce Optim izer or creating a case with Salesforce support may not address the specific issue of Lightning web components.

A round-robin format ensures that each participant has an equal opportunity to provide feedback, regardless of their role or seniority. This structured approach promotes inclusivity and diversity of thought by giving all participants a voice in the critique process.

Consumer Goods Cloud is a Salesforce product that helps consumer goods companies optimize in-store visits, run promotions, increase sales, and improve customer loyalty. It is designed for businesses that sell products through retail partners and want to enhance their relationships with them. References: https://www.salesforce.com/products/consumer-goods-cloud/overview/

For a business like Cloud Kicks looking to enhance brand loyalty, product awareness, and optimize in-store experiences, Consumer Goods Cloud is the recommended Salesforce product. It is designed specifically for the consumer goods industry to improve retail execution and drive more business through better in-store experiences, efficient route planning for sales reps, and promotion execution. Marketing Cloud is more suited for digital marketing campaigns across multiple channels, and Loyalty Cloud focuses on building customer loyalty programs, which doesn't directly address the need for optimizing in-store visits as Consumer Goods Cloud does.

The channel that is included in Salesforce Omni-Channel capabilities is messaging, which allows customers to communicate with agents via SMS, Facebook Messenger, WhatsApp, or other messaging platforms. Onsite visit or self-service are not channels that are supported by Omni-Channel.

Validating the market for a new app involves u nderstanding the target audience's willingness to pay. Recruiting target users to test various price points provides direct insights into the app's perceived value and the price range acceptable to potential customers, informing pricing strategy and market viability.

A journey map is a tool that the strategy designer should create to align stakeholders on the most important customer issues. A journey map is a visual representation of the customer’s experience with a product or service, from their perspective. It helps identify the customer’s needs, goals, pain points, emotions, and touchpoints across different stages of their journey. It also helps prioritize and address the most critical customer problems or opportunities for improvement. References: https://trailhead.salesforce.com/en/content/learn/modules/salesforce-strategy-designer-certification-prep/conduct-a-journey-mapping-session

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.

Designing with exclusion experts means involving people who have been historically excluded or marginalized by existing products or services in the design process. This helps drive more inclusive outcomes by ensuring that the solutions meet the needs and preferences of diverse audiences. References: https://trailhead.salesforce.com/en/content/learn/modules/sale sforce-strategy-designer-certification-prep/design-with-exclusion-experts

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.

Field Service is a Salesforce product that CK should invest in to efficiently enable the de sired 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 repor ting. 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/

A challenge statement should define the problem space without suggesting specific solutions, to encourage creative and open-ended ideation. Suggesting solutions within the statement can limit thi nking and prevent the exploration of diverse and innovative ideas.

The success of a self-service solution should be m easured by the decreased number of customer cases, as this indicates that customers are able to find the information they need without contacting support. The number of Knowledge articles or the bounce rate on document pages may not reflect the effectivene ss or satisfaction of the self-service solution.

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 with out 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

QUESTION NO: 10

Cloud Kicks learns that some website visitors, especially those who can't see high-contrast color palettes, do not convert into customers.

What should the strategy designer do to solve for this accessibility challenge"?

A. Ideate marketing concepts to reach new audiences.

B. Conduct an empathy workshop to understand the audience.

C. Invite users to co-create as accessibility experts.

Answer: C

Inviting users to co-create as accessibility experts means involving users who have accessibility needs or c hallenges in the design process as collaborators and consultants. This helps solve for the accessibility challenge by ensuring that the design meets the standards and expectations of the target audience. References: https://trailhead.salesforce.com/en/content/learn/modules/salesforce-strategy-designer-certification-prep/invite-users-to- co-create-as-accessibility-experts

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.

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.

A Consequence Scanning workshop is a method that helps assess the potential positive and negative impacts of a planned service or product on different stakeholders and scenarios. The outcomes of this workshop are issues to act on, influence, or monitor, which help prioritize actions and mitigate risks. References: https://trailhead.salesforce.com/en/content/learn/modules/salesforce-strategy-designer-certification-prep/conduct-a-consequence-scanning-workshop

Some safeguards that should be put in place to ensure the research is conducted ethically are a code of conduct, ethics training, and a research data handling policy. A code of conduct is a set of principles and guidelines that define ethical behavior and expectations for researchers and participants. Ethics training is a way to educate researchers on ethical issues and best practices in conducting research. A research data handling policy is a document that speci fies how research data will be collected, stored, accessed, shared, analyzed, and disposed of in a secure and compliant manner. A customer journey map, research scenario, and a RAID log are tools for planning and documenting research activities, but they d o not address ethical issues. A hypothesis, project plan, and financial reimbursement for users are elements of research design and execution, but they do not ensure ethical conduct.

To gain the developer's support, crafting a compelling narrative that resonates with their values and concerns is effective. This a pproach involves presenting the concept in a way that aligns with the developer's interests and technical perspective, facilitating understanding and buy-in.

A storyboard is a tool that should be used to facilitate and share the vision of a new patient experience. A storyboard is a visual narrative that illustrates the user’s journey with a product or service, using sketches, images, or text. It helps communicate the value proposition and key features of the solution, and how it addresses the user’s needs and goals. References: https://trailhead.salesforce.com/en/content/learn/modules/salesforce-strategy-designer-certification-prep/create-a-storyboard

A Consequence Scanning Workshop is designed to anticipate and address the potential impacts of technology projects, focusing on ethical considerations. It helps teams identify and mitigate negative consequences, ensuring decisions contribute to ethical outcomes and avoiding ethical debt.

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 o rganizational 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 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 soluti on, 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 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 addr ess the ethical risk or create alignment.

The commonality between a need statement and a challenge statement is that both are solution free statements, that is, they do not prescribe or imply any specific solution, but rather define the problem or opportunity space. Both are not tactics intended to solve the problem or explain the scope of possible solutions, as they are more foc used on framing the problem.

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 pa rticipate and contribute in real time. References: https://trailhead.salesforce.com/en/content/lear n/modules/salesforce-strategy-designer-certification-prep/conduct-a-journey-mapping-session

The best way to build and rationalize a case with a new team on susta inability goals is to analyze internal systems through the lens of environmental risk, as this helps identify opportunities and challenges for improvement and aligns with the corporate value of sustainability. Meeting with the team and giving them feasible solutions or presenting research on climate change may not be persuasive or relevant enough for the team.