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NEW QUESTION # 24
Cloud Kicks is launching a new online store and wants to ensure the team follows an ethical decision-making process and that the delivered product does not accrue ethical debt.
Which methodology should be suggested?
- A. Jobs to be Done Framework
- B. Human-Centered Design
- C. Consequence Scanning Workshop
Answer: C
Explanation:
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.
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. Design a usability testing recruit plan that leans heavily on environmentalists.
- B. Research design patterns applicable to digital commerce and business logistics.
- C. Establish KPIs and instill checkpoints in the product development process.
Answer: C
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. https://trailhead.salesforce.com/en/content/learn/modules/salesforce-strategy-designer-certification-prep/establish-kpis-and-instill-checkpoints-in-the-product-development-process
NEW QUESTION # 26
Claud Kicks (CK) has launched a new online store with special emphasis on improving user experience.
Which metric should be used to measure user experience improvements achieved as on outcome of the redesign?
- A. Customer Satisfaction Score (CSAT)
- B. Increased transaction volume
- C. Net Adoption Score (NAS)
Answer: A
Explanation:
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.
NEW QUESTION # 27
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. Increased number of Knowledge articles
- C. Decreased bounce rate on document on pages
Answer: A
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 # 28
A strategy designer is hired to help service agents pool their shared knowledge, see the bigger picture, and understand what may be causing poor and disjointed support experiences, and where other pain points and opportunities may lie. Which method of co-design workshop should be used?
- A. Prototyping
- B. Journey mapping
- C. Ideation
Answer: B
Explanation:
The best method of co-design workshop to help service agents pool their shared knowledge, see the bigger picture, and understand what may be causing poor and disjointed support experiences, and where other pain points and opportunities may lie is journey mapping, which is a visual representation of the user's journey across different touchpoints and channels. Ideation or prototyping may not be suitable for synthesizing and analyzing existing service experiences.
NEW QUESTION # 29
A strategy designer is teaching a marketing team how to use the How Might We format for challenge framing.
What is the reason the statement should sav "How might we" instead of "How will we"?
- A. Marketing teams do not have the responsibility to drive design challenges.
- B. "Will" assumes the problem can be solved without due diligence.
- C. It allows the team to explore solutions without committing to one right away.
Answer: C
Explanation:
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. https://trailhead.salesforce.com/en/content/learn/modules/salesforce-strategy-designer-certification-prep/frame-challenges-with-how-might-we-statements
NEW QUESTION # 30
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. Use In-App Guidance and invest in change management.
- B. Customize Sales Cloud to mimic existing sales process.
- C. Sync an Excel file with Salesforce Connect.
Answer: A
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. https://trailhead.salesforce.com/en/content/learn/modules/salesforce-strategy-designer-certification-prep/use-in-app-guidance-and-invest-in-change-management
NEW QUESTION # 31
A strategy designer is working with a team to assess and prioritize potential opportunities for an upcoming product release using the Design Thinking methodology.
Which next step should the designer recommend to assist with prioritization?
- A. Test for desirability and refine ideas based on feasibility
- B. Analyze the feature feasibility and let technology drive future designs.
- C. Survey users and prioritize building their most desired features.
Answer: A
Explanation:
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.
NEW QUESTION # 32
Cloud Kicks' product team is focused on a new business casual clothing line that they think will account for over half of the company's revenue in the future.
Which trend should influence desirability the most?
- A. Supply chain issues that delay product availability
- B. Hybrid work emphasizing the need for color and comfort
- C. Digital product passports' to help prevent counterfeiting
Answer: B
Explanation:
The most influential trend for desirability in designing a new business casual clothing line is hybrid work emphasizing the need for color and comfort, as this reflects the changing preferences and expectations of customers in a post-pandemic world. Digital product passports to help prevent counterfeiting or supply chain issues that delay product availability are not trends that affect desirability directly, but rather trust and availability.
NEW QUESTION # 33
The team at Cloud Kicks is spending too much time curating dashboards of the company's sales pipeline for multiple different levels of leadership, who are interested in different views of the same data.
What should the strategy designer recommend to help the team efficiently share the right data?
- A. Create dashboards in Tableau.
- B. Provide Kanban view in Revenue Cloud
- C. Develop reports in Sales Cloud.
Answer: A
Explanation:
The best recommendation to help the team efficiently share the right data is to create dashboards in Tableau, as this allows them to visualize and analyze data from different sources, customize and filter views, and share insights with different audiences. Developing reports in Sales Cloud or providing Kanban view in Revenue Cloud may not offer the same level of flexibility and functionality as Tableau.
NEW QUESTION # 34
Poll results reveal consumers would like to be future-ready through more inclusive products and experiences.
What should the strategy designer intentionally do to drive this outcome7
- A. Increase the design timeline.
- B. Design with exclusion experts.
- C. Set customer acquisition targets for diverse audiences.
Answer: B
Explanation:
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. https://trailhead.salesforce.com/en/content/learn/modules/salesforce-strategy-designer-certification-prep/design-with-exclusion-experts
NEW QUESTION # 35
Cloud Kicks wants to create a loyalty program to deepen the engagement of its customers.
When evaluating ideas for this program, which criteria should strategy designers use?
- A. Competitive advantage, impact, and own ability
- B. Novelty, privacy, and
- C. Desirability, viability, and feasibility
Answer: C
Explanation:
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.
NEW QUESTION # 36
Cloud Kicks has released a wearable device for athletes but struggles to find product market fit. The design team begins an initiative to better understand user needs and improve the device.
What should the strategy designer do to engage with internal stakeholders invested in the project?
- A. Align stakeholders on what success for the looks like and throughout the project,
- B. Survey stakeholders for insights and ideas, as their diverse perspectives are likely to uncover unmet needs.
- C. Assign specific tasks to each stakeholder so they each add something important to the project,
Answer: A
Explanation:
Ensuring all stakeholders have a unified vision of success is crucial for maintaining project alignment and momentum. Regular involvement and clear communication about project goals and progress help keep stakeholders engaged and supportive, fostering a collaborative environment.
NEW QUESTION # 37
After a series of interviews with key stakeholders, a strategy designer realizes the company is duplicating efforts across internal teams, each creating similar programs for customer engagement.
Which approach should the designer propose to create alignment?
- A. Journey mapping workshop
- B. Design sprint
- C. Service blueprint workshop
Answer: C
Explanation:
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.
NEW QUESTION # 38
At a project kickoff, a stakeholder shared the hypothesis that the price point was the reason their product was failing in the market. But when the design team conducted qualitative research, they learned that customers wanted an entirely different type of product.
How should the design team present this information knowing they would challenge a stakeholder's hypothesis?
- A. In an insights workshop with plenty of time for group discussion
- B. In a 'How Might We" statement to encourage new ideas
- C. In a walking deck with video clips from research sessions
Answer: A
Explanation:
The design team should present the information that challenges a stakeholder's hypothesis in an insights workshop with plenty of time for group discussion. This helps create a safe and collaborative space where the stakeholder can ask questions, share feedback, and understand the research findings and implications. https://trailhead.salesforce.com/en/content/learn/modules/salesforce-strategy-designer-certification-prep/present-insights-to-stakeholders
NEW QUESTION # 39
A global consumer package goods company is about to engage in a digital transformation effort to help siloed departments collaborate more efficiently. The strategy designer and an organizational designer partner to prototype new ways of cross-departmental collaboration What is a key objective the team should focus on?
- A. Unify all organizational tech stacks under one platform
- B. Have the final say in all intra-departmental decisions.
- C. Create a single enterprise-wide digital governance model.
Answer: C
Explanation:
A key objective for prototyping new ways of cross-departmental collaboration in a digital transformation effort is to create a single enterprise-wide digital governance model, as this ensures consistency, accountability, and quality across different departments. Having the final say in all intra-departmental decisions or unifying all organizational tech stacks under one platform are not realistic or desirable objectives.
NEW QUESTION # 40
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