[Jan 03, 2024] Free Salesforce Strategy Designer Certified-Strategy-Designer Official Cert Guide PDF Download
Salesforce Certified-Strategy-Designer Official Cert Guide PDF
NEW QUESTION # 13
A Cloud Kicks (CK) strategy designer is leading a project to create a new customer experience with digital and environmental touchpoints. The stakeholders want to understand how the designer is proposing CK will deliver the experience. which tool should they use to explore the collaboration, structure, and processes that will be required?
- A. Empathy map
- B. Service blueprint
- C. Journey map
Answer: B
Explanation:
Explanation
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.
NEW QUESTION # 14
Cloud Kicks wants to improve its digital commerce experience because it is losing prominence in the market. What should a strategy designer rely on to get stakeholder buy-in for a redesign?
- A. Research findings and a competitive analysis.
- B. Inspiring graphics and personas
- C. Wireframes and a total addressable market (TAM) calculation
Answer: A
Explanation:
Explanation
The best thing to rely on to get stakeholder buy-in for a redesign of digital commerce experience is research findings and a competitive analysis, as this helps demonstrate the user needs and pain points, and the market opportunities and threats. Wireframes and a total addressable market calculation or inspiring graphics and personas may not be persuasive or comprehensive enough for stakeholder buy-in.
NEW QUESTION # 15
Cloud Kicks' sales team is reporting an increased rate of churn. The Support team is frequently bombarded with customer requests for less complicated user experience. The development team sees the risk in changing a mature product.
What should a strategy designer recommend to help create alignment between the team?
- A. Share stories from customer reach to create a common understanding of challenges.
- B. Create a prioritized product roadmap to ensure future releases address known challenges.
- C. Define acceptance criteria and acceptance testing to validate intended outcomes.
Answer: A
Explanation:
Explanation
The best recommendation to help create alignment between the team is to share stories from customer research to create a common understanding of challenges, as this helps empathize with the customer pain points and needs and foster a user-centric mindset. Creating a prioritized product roadmap or defining acceptance criteria and testing may not address the root cause of the misalignment or the complexity of the user experience.
NEW QUESTION # 16
A health and wellness company wants to create a 10-year vision for its business. Which external context for innovation is the least risky trend to influence the company's strategy?
- A. Demographic shift: Number of affluent and educated young professionals in the U.S. in the next
10 years - B. Market shift: The stability of the economy and consumers buying power in the next 10 years
- C. Perception shift: Feelings toward the efficacy of wellness products in the next 10 years
Answer: C
Explanation:
Explanation
The least risky trend to influence the company's strategy for a health and wellness company that wants to create a 10-year vision for its business is perception shift: feelings toward the efficacy of wellness products in the next 10 years, as this is more likely to be stable and predictable than market shift or demographic shift, which are more volatile and uncertain.
NEW QUESTION # 17
Cloud Kicks' existing customers are loyal, but the company believes its total addressable market is larger.
What should their strategy designer explore to increase market share?
- A. Diversifying product offerings
- B. Reinvesting in existing products
- C. Deepening customer engagement
Answer: A
Explanation:
Explanation
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-p
NEW QUESTION # 18
Cloud Kicks (CK) set a goal to improve the sustainability of its business in the coming year. A strategy designer on CK"s team knows the importance of pushing for environmental impact in their latest designs.
What should they do to prepare to measure progress toward this goal?
- A. Schedule a workshop with key product stakeholders to brainstorm "how might this new product be more sustainable
- B. Only interview customers who value environmentalism to uncover needs from CK's desired customer base of ethical consumers.
- C. Create a journey map that extends into pre-purchase and post-use disposal to uncover unseen impacts of the product's lifecycle.
Answer: C
Explanation:
Explanation
The strategy designer should create a journey map that extends into pre-purchase and post-use disposal to uncover unseen impacts of the product's lifecycle, to prepare to measure progress toward the goal of improving the sustainability of the business. This helps identify the environmental touchpoints and opportunities for improvement across the entire customer journey, not just during the use phase. References:
https://trailhead.salesforce.com/en/content/learn/modules/salesforce-strategy-designer-certification-prep/conduct
NEW QUESTION # 19
In listening to its customer and influencers Cloud Kicks (CK) identifies a design opportunity to create a more sustainable sneaker Which additional topics should CK consider before framing the design challenge as a How Might We question?
- A. Business drivers and signals of success
- B. Potential market sire and supply chain costs
- C. Shareholder priorities and design team capabilities
Answer: B
Explanation:
Explanation
The additional topics that Cloud Kicks should consider before framing the design challenge as a How Might We question are potential market size and supply chain costs, as these help evaluate the viability and feasibility of the design opportunity. Shareholder priorities and design team capabilities or business drivers and signals of success may not be relevant or important for framing the design challenge.
NEW QUESTION # 20
An online retailer developing a new sales strategy that releases a new, limited time promotion every 10 minutes to keep shoppers engaged.
The retailer's strategy designer has concerns that the promotion falls into an ethical risk zone around addiction.
Which strategy should be used to bring potential issues to light?
- A. Design a workshop for the team to slow down and think through the potential consequences of the strategy to uncover stakeholder perspectives.
- B. Create a provocative presentation showing how strategies like these will lead to unhealthy shopping behaviors, and send it to leadership.
- C. Release the project as intended knowing customer feedback will force the concerns to be addressed later.
Answer: A
Explanation:
Explanation
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.
NEW QUESTION # 21
A newly formed design team at Cloud Kicks is concerned their work will suffer if they are not better aligned.
Which tool should a strategy designer recommend for the team to begin alignment7
- A. Brainstorm
- B. Consequence Scanning workshop
- C. Team agreement
Answer: C
Explanation:
Explanation
A team agreement is a tool that a strategy designer can recommend for the team to begin alignment. It is a document that defines the team's purpose, values, norms, roles, and expectations. It helps create a shared understanding and commitment among team members and foster a positive and productive team culture.
References:
https://trailhead.salesforce.com/en/content/learn/modules/salesforce-strategy-designer-certification-prep/create-a
NEW QUESTION # 22
Cloud Kicks wants to start providing coupons to its digital consumers.
In addition to Marketing Cloud, which product should be recommended?
- A. Service Cloud
- B. Revenue Cloud
- C. B2C Commerce
Answer: C
Explanation:
Explanation
B2C Commerce is a Salesforce product that helps businesses create engaging and personalized online shopping experiences for their customers. It integrates with Marketing Cloud to enable coupon management, promotion tracking, and customer segmentation. References:
https://www.salesforce.com/products/commerce-cloud/b2c-commerce/
NEW QUESTION # 23
Cloud Kicks (CK) works with various technology platforms built up over decades of acquisitions. Each platform has a different level of design maturity, which creates a very inconsistent user experience. To prioritize what to address first, CK needs to assess the business impact.
Which method is typically used to Quantify design debt7
- A. NPS or CSAT
- B. Heuristic analysis
- C. User interviews
Answer: A
Explanation:
Explanation
NPS or CSAT are methods that are typically used to quantify design debt. NPS stands for Net Promoter Score, which measures how likely customers are to recommend a product or service to others. CSAT stands for Customer Satisfaction Score, which measures how satisfied customers are with a product or service. Both methods help evaluate the impact of design debt on customer loyalty and satisfaction, and prioritize areas for improvement or redesign.
References:https://trailhead.salesforce.com/en/content/learn/modules/salesforce-strategy-designer-certification-p
NEW QUESTION # 24
Cloud Kick's sales representatives are complaining about lack of flexibility when they need to create complex quotes and configure product solutions What should the Strategy Designer recommend to streamline their sales cycle?
- A. Create a custom sales cycle that maps exactly to their needs
- B. Suggest to simplify the complex sales cycle to make it fit the standard setup
- C. Implement Revenue Cloud
Answer: C
Explanation:
Explanation
The Strategy Designer should recommend implementing Revenue Cloud to streamline their sales cycle.
Revenue Cloud is a Salesforce product that enables companies to create flexible and scalable revenue models, automate complex billing and revenue recognition processes, and provide a unified buying experience across channels. Revenue Cloud includes CPQ (Configure, Price, Quote) and B2B Commerce solutions that can help Cloud Kicks' sales representatives create complex quotes and configure product solutions more easily and accurately.
NEW QUESTION # 25
A strategy designer at Cloud Kicks (CK) has crafted a vision for a sustainable future digital commerce strategy, with an emphasis on efficiency for both users and business logistics.
As they design and develop CK*s new mobile app, how should the designer ensure alignment to the vision?
- A. Establish KPIs and instill checkpoints in the product development process.
- B. Research design patterns applicable to digital commerce and business logistics.
- C. Design a usability testing recruit plan that leans heavily on environmentalists.
Answer: A
Explanation:
Explanation
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
NEW QUESTION # 26
The design team at Cloud Kicks has designed a desirable solution for customers that is viable to the company's business model. The strategy designer on the team now needs to determine the feasibility of the solution.
Which three main areas should be focused on to assess feasibility?
- A. Business ROI, data analytics, and customer engagement
- B. Distribution channels, capabilities, and potential partners
- C. User desirability, company viability, and deployment stability
Answer: B
Explanation:
Explanation
The three main areas that should be focused on to assess feasibility of the solution are distribution channels, capabilities, and potential partners. Distribution channels are the ways or methods that a product or service reaches the customers, such as online, in-store, or direct. Capabilities are the skills, resources, or technologies that are required or available to implement a solution, such as platform features, integrations, or tools.
Potential partners are the external entities or organizations that can help or support the delivery or operation of a solution, such as suppliers, vendors, or consultants. These areas help evaluate the technical and operational feasibility of the solution, and identify the gaps or opportunities for improvement or innovation.
References:https://trailhead.salesforce.com/en/content/learn/modules/salesforce-strategy-designer-certification-p
NEW QUESTION # 27
Cloud Kicks' (CK) stakeholders have some concerns about a newly created CX vision because they struggle with imagining how it will impact CK's current product.
What should a strategy designer do to alleviate the stakeholders' concerns?
- A. Prototype an aspect of the vision that in interact with the current product and share insights with stakeholders.
- B. Organize a brainstorming session toto provide stakeholders with a chance to reassess the vision.
- C. Share associated Objectives & Key with stakeholders to put the vision in a business context.
Answer: A
Explanation:
Explanation
A CX vision is a statement that describes the desired future state of the customer experience. It should be inspiring, aspirational, and feasible. To alleviate stakeholders' concerns about how it will impact the current product, a strategy designer should prototype an aspect of the vision that interacts with the current product and share insights with stakeholders. This can help them visualize and understand how the vision can be realized and what benefits it can bring. A brainstorming session may not be helpful if the stakeholders are already skeptical about the vision. Sharing objectives and key results may provide some context, but they do not show how the vision will affect the product.
NEW QUESTION # 28
A cross-disciplinary design team is looking at an affinity map of insights.
Which question should the team use to prioritize and turn them into design opportunities?
- A. What constraints would we have to overcome?
- B. Do we have the capability to develop this?
- C. Why is this insight valuable?
Answer: C
Explanation:
Explanation
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.
NEW QUESTION # 29
A strategy designer at Cloud Kicks conducted a series of interviews with business stakeholders and customers to gain insights into existing customer support operations and wrote the design challenge statement.
Which option reflects the format of the design challenge statement"?
- A. Unify platforms and centralize support operations to save customers time and reduce business costs.
- B. How might we save our existing customers time by preemptively serving the info they need to deflect the customer support calls.
- C. As a user, I want to see trending support resources upon the first login to customer support so I can save my time.
Answer: B
Explanation:
Explanation
This option reflects the format of the design challenge statement. A design challenge statement is a statement that frames the problem to be solved in a human-centered and open-ended way. It typically follows the format of "How might we (HMW) + user + need + outcome". It helps inspire and guide the ideation and solution generation process. References:
https://trailhead.salesforce.com/en/content/learn/modules/salesforce-strategy-designer-certification-prep/write-a-
NEW QUESTION # 30
During requirements discovery for a new mobile app for Cloud Kicks, different business units are proposing conflicting requirements for some of the key use cases. which methodology should be used to resolve conflicts and promote consensus?
- A. SWOT Analysis
- B. Prioritization Matrix
- C. Journey Mapping
Answer: B
Explanation:
Explanation
The methodology that should be used to resolve conflicts and promote consensus among different business units is a prioritization matrix. A prioritization matrix is a tool to evaluate and compare requirements based on two or more criteria, such as impact, effort, urgency, or importance. Requirements that score high on the chosen criteria are usually prioritized, while requirements that score low are usually deprioritized or eliminated. A prioritization matrix can help different business units reach a common understanding and agreement on the most critical and valuable requirements for the key use cases. A journey map or a SWOT analysis may not be effective for resolving conflicts or promoting consensus, as they do not provide a clear and objective way to rank requirements.
NEW QUESTION # 31
Cloud Kicks (CK) has a large number of customer support requests. CX as identified a need for updated documentation as part of a new customer service design, making self-service available within the experience What should be used to measure ongoing success?
- A. Decreased number of customer cases
- B. Decreased bounce rate on document on pages
- C. Increased number of Knowledge articles
Answer: A
Explanation:
Explanation
The success of a self-service solution should be measured 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 effectiveness or satisfaction of the self-service solution.
NEW QUESTION # 32
Cloud Kicks (CK) has gone through a comprehensive redesign of its internal sales process to better embed it into the capabilities of Sales Cloud. CK's executive stakeholders are concerned there will be limited adoption by the sales team, as Sales Cloud is too new to them and their processes were mostly based on guided documents within Excel.
Which approach should the strategy designer recommend to aid the sales team in onboarding to Sales Cloud?
- A. Sync an Excel file with Salesforce Connect.
- B. Customize Sales Cloud to mimic existing sales process.
- C. Use In-App Guidance and invest in change management.
Answer: C
Explanation:
Explanation
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-a
NEW QUESTION # 33
In an effort to increase revenue, the Cloud Kicks design team proposes creating a new ecommerce tool where customers can easily search for products and access a bot that makes personalized recommendations. The team knows the cost to implement this new experience is significant.
Which tool should the team use to justify the strategy7
- A. Prioritization matrix
- B. Criteria scorecard
- C. Business model canvas
Answer: A
Explanation:
Explanation
The team should use a prioritization matrix to justify the strategy. A prioritization matrix is a tool that helps evaluate and rank ideas or features based on two criteria, such as impact and effort. It helps determine the most valuable and viable solutions, and communicate the benefits and trade-offs of each option. References:
https://trailhead.salesforce.com/en/content/learn/modules/salesforce-strategy-designer-certification-prep/prioritiz
NEW QUESTION # 34
A strategy designer at Cloud Kicks is assigned to a new project team with mixed backgrounds from around the company.
How could a kickoff meeting help align the project team before they begin working together?
- A. Create a social contract and promote a detailed plan for how to execute on the new teams charter.
- B. Facilitate activities to gain an understanding of each others' skills, communication styles, and expectations.
- C. Outline chain of command and set ground rules for how to properly execute design thinking methodologies.
Answer: B
Explanation:
Explanation
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-p
NEW QUESTION # 35
Cloud Kicks (CK) wants to prototype and test the value proposition for a potential new business venture.
When gathering customer feedback on the prototype, which question should CK seek answers to when determining if the business model is viable?
- A. Would customers recommend this to a friend?
- B. How would customers improve the experience?
- C. What are customers willing to pay?
Answer: C
Explanation:
Explanation
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-p
NEW QUESTION # 36
Cloud Kicks wants to launch a campaign that rewards customer behavior by giving away free merchandise, which key business criteria should be ensured?
- A. Desirability
- B. Viability
- C. Feasibility
Answer: B
Explanation:
Explanation
The key business criteria that should be ensured for launching a campaign that rewards customer behavior by giving away free merchandise is viability. Viability is the degree to which a product or service is profitable and sustainable for the business. By giving away free merchandise, Cloud Kicks should ensure that the campaign is viable in terms of costs, revenues, risks, and benefits. Desirability or feasibility may not be the key criteria for this campaign, as they relate to the customer or technical aspects of the product or service.
NEW QUESTION # 37
Cloud Kicks (CK) designs innovative footwear for site athletes. Manufacturing the footwear is possible but expensive.
What should CK focus testing efforts on to determine whether to produce at scale?
- A. Desirability, viability, and feasibility
- B. Competitive advantage, impact, and own ability
- C. Novelty, privacy, and potential to go viral
Answer: A
Explanation:
Explanation
The best focus for testing efforts to determine whether to produce a product at scale is desirability, viability, and feasibility, which are the three key dimensions of design thinking that evaluate whether a product is desirable for users, viable for business, and feasible for technology. Novelty, privacy, and potential to go viral or competitive advantage, impact, and own ability are not comprehensive enough to cover all aspects of design thinking.
NEW QUESTION # 38
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