Salesforce Certified-Strategy-Designer Salesforce Certified Strategy Designer Exam(SU24) Exam Practice Test

Revenue Cloud is a Salesforce product that should be considered for this business need. It helps sales reps configure their orders easily by providing guided selling, dynamic pricing, contract management, billing automation, and revenue recognition features. It integrates with Sales Cloud to enable seamless quote-to-cash processes. References: https://www.salesforce.com/products/revenue-cloud/overview/

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.

Providing early access to digital collaboration tools and ensuring all participants are comfortable using them before the workshop starts can enhance accessibility and participation. This preparation helps level the playing field, especially for those less experienced with technology, ensuring a productive and inclusive session.

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

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.

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 customer’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 specific solution, stable over time means not changing with customer attributes or preferences, and measurable outcomes means having clear and quantifiable indicators of success.

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/salesforce-strategy-designer-certification-prep/design-with-exclusion-experts

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

An impact ladder is a strategic tool used to map out the connection between short-term actions and long-term goals. It helps in visualizing how initial steps, such as reducing emissions in logistics, contribute to the overarching objective of achieving net-zero status, ensuring that each phase of the strategy builds towards the ultimate goal.

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 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.

The purpose of building and testing a Minimum Viable Product (MVP) is to validate or invalidate the essential features of the product, that is, the features that deliver the core value proposition and solve the user’s problem. Testing an outline of all features and possibilities of the product or assessing essential features of the product with a large group of users are not suitable outcomes for an MVP, as they may introduce unnecessary complexity or bias.

The technique that should be used to frame the design challenge on the right problems is to construct “How might we…” questions. “How might we…” questions are a way to reframe problems into opportunities for innovation. They are open-ended, optimistic, and user-centered, and they help define the scope and direction of the design project. Designing “For an optimal experience…” questions or creating “As a user, I should…” questions may not be effective for framing the design challenge, as they may imply or limit potential solutions.

A priority matrix is a method that helps stakeholders decide which ideas to build by evaluating them based on two criteria, such as impact and feasibility. It helps prioritize the most valuable and viable solutions and eliminate the ones that are not worth pursuing. References: https://trailhead.salesforce.com/en/content/learn/modules/salesforce-strategy-designer-certification-prep/prioritize-ideas-with-a-priority-matrix

A Priority Matrix is a tool used in decision-making to help stakeholders prioritize tasks or ideas based on their urgency and importance. For Cloud Kicks, facing a challenge with customer dissatisfaction due to long waiting periods, a Priority Matrix will help the team to visually plot the ideas based on their potential impact on solving the issue and the effort required to implement them. This method allows for a structured comparison of ideas, making it easier to decide which ones to build on.

Exposing a knowledge base to customers in Experience Cloud allows for effective self-service by providing easy access to information, solutions, and guidance. This capability empowers customers to resolve their inquiries independently, contributing to the reduction of support costs by decreasing the demand on direct support channels.

The best approach to increase the desire for research-driven decisions among stakeholders who misunderstand and undervalue research-driven UX design is to align UX research goals with stakeholders’ goals, as this helps demonstrate the value and relevance of research for achieving business outcomes. Creating high-fidelity prototypes or strictly aligning to stakeholders’ business requirements may not address the root cause of the lack of desire for research.

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.

Solving for one, extending to many through a persona spectrum is an inclusive design tactic that helps solve problems for the broadest possible audience. It involves creating personas that represent different levels of ability, context, and preference, and designing solutions that meet the needs of the most extreme cases, which can benefit everyone else as well. References: https://trailhead.salesforce.com/en/content/learn/modules/salesforce-strategy-designer-certification-prep/solve-for-one-extend-to-many-through-a-persona-spectrum

The best tool to identify the root causes, dependencies, and opportunities for improvement in a situation where items that are advertised sell out too quickly is stakeholder interviews, as this helps gather insights and feedback from different perspectives and roles involved in the marketing and fulfillment processes. A service blueprint or a journey map may not be able to diagnose the problem without first understanding the stakeholder needs and expectations.

One of the initial steps to take when creating a program roadmap is to start with a phased approach, then address foundational items early, as this helps prioritize and sequence the work into manageable chunks and ensure that the essential requirements are met first. Developing a RACI diagram or creating a release plan may not be the initial steps, as they require more clarity and details on the scope and timeline of the program.

The steps that should be taken to achieve the goal of creating vision statements using a collaborative, research-backed process are Gather, Envision, Plan. These steps involve gathering data and insights from research, envisioning possible future states based on insights, and planning how to communicate and execute the vision. References: https://trailhead.salesforce.com/en/content/learn/modules/salesforce-strategy-designer-certification-prep/create-vision-statements

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.

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 metrics that should be used to measure the success of the initiative are increase in new user activity and connected weight utilization. These metrics are aligned with the challenge statement of empowering people who are new to fitness to increase their strength, as they indicate engagement and retention of the target audience. References: https://trailhead.salesforce.com/en/content/learn/modules/salesforce-strategy-designer-certification-prep/measure-the-success-of-the-initiative

Analogous research is a type of research that involves looking at examples from other domains or industries that have similar challenges or goals as the design project. It helps generate unexpected ideas and increase empathy by exposing the design team to different perspectives and solutions. References: https://trailhead.salesforce.com/en/content/learn/modules/salesforce-strategy-designer-certification-prep/conduct-analogous-research

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.

The best recommendation to identify and remediate 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 Optimizer or creating a case with Salesforce support may not address the specific issue of Lightning web components.

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.

The information that is missing from this challenge statement is the desired outcome. A well-written challenge statement should include three elements: who (the persona being designed for), what (the need or problem to be solved), and why (the desired outcome or benefit). For example, a better challenge statement could be: How might we increase the adaptability of our sales team to generate more revenue in a changing market? The hypothesis of the solution is not part of the challenge statement, as it is a proposed answer that needs to be tested and validated.

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.

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 specifies 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 do 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.

The best way to measure the success of a social app for professional networking is to track the new connections made between users, as this reflects the value proposition and user engagement of the app. Measuring the number of times a user opens the app per day or the new account activations may not capture the true impact of the app, as users may open the app without interacting with others or create accounts without using them.

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

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

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 best way to build and rationalize a case with a new team on sustainability 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.

The criteria that the strategy designer should use to determine which feature to build first is value and effort. Value and effort are two dimensions that can help evaluate and compare features based on their impact on achieving the desired outcomes and their difficulty or complexity to implement. Features that have high value and low effort are usually prioritized, while features that have low value and high effort are usually deprioritized or eliminated. Outcome and bandwidth or resourcing and budget may not be sufficient criteria for determining which feature to build first, as they do not account for both value and effort.

The strategy designer should conduct an expert interview in consumer device engineering to determine whether or not to pursue this product idea. An expert interview is a way to gather information and insights from someone who has specialized knowledge or experience in a relevant domain. It can help validate assumptions, identify risks, and explore opportunities for innovation. Performing secondary research may not provide enough depth or specificity for this product idea. Hiring an engineer may be premature and costly at this stage.

The best time to invite families to co-create with designers for a new footwear line is during the concepting phase, as this helps generate and validate ideas that meet the user needs and preferences, and foster user engagement and loyalty. Roadmapping or prototyping may not be suitable for co-creation, as they are more focused on planning and testing the solution.

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.

Card sorting is a technique that should be used to co-design the website navigation menu with end users. Card sorting is a method that involves asking users to organize items into groups or categories, and label them according to their preferences. It helps understand how users think about the information architecture and structure of a website, and design a menu that is intuitive and user-friendly. References: https://trailhead.salesforce.com/en/content/learn/modules/salesforce-strategy-designer-certification-prep/conduct-a-card-sorting-session

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.

 The project team should spend time affinity mapping, spotting patterns, and surfacing surprises, to identify key insights after conducting user research. This method involves grouping data points into themes or categories, finding connections or trends among them, and highlighting unexpected or surprising findings. References: https://trailhead.salesforce.com/en/content/learn/modules/salesforce-strategy-designer-certification-prep/identify-key-insights

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 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.