Salesforce Certified Strategy Designer Practice Test - Questions Answers, Page 8
List of questions
Question 71
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A strategy designer is working with a group of developers who have yet to buy into the team design process.
What should the strategy designer to do to engage them more?
Explanation:
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.
Question 72
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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?
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.
Question 73
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Cloud Kicks (CK) has developed a successful commerce solution for its customers in the health space o creation of an artificial intelligence (AI)-based recommendation engine. There are privacy concerns.
What should a strategy designer suggest that would provide a focus on AI concerns?
Explanation:
The best suggestion that would provide a focus on AI concerns for a company that develops an AI-based recommendation engine is to publish a publicly accessible set of ethical principles and guides, as this demonstrates transparency, accountability, and commitment to ethical AI practices. Creating a focus group among internal stakeholders or evaluating multiple AI vendors may not address the privacy concerns of the customers or the public.
Question 74
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A startup company that develops machine learning tools that track the performance of carbon dioxide and wants enforce perception validity of its dat
a. The company starts by developing a
need statement and a challenge statement.
What is the communality between the two statements?
Explanation:
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 focused on framing the problem.
Question 75
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Cloud Kicks (CK) is going through a digital transformation exercise around its customer support capabilities. CK's strategy designer suggests to include Omni-Channel as a part of the company's transformation discovery.
Which channel is included in Salesforce Omni-Charmel capabilities?
Explanation:
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.
Question 76
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. Leadership at Cloud Kicks just approved a vision for a new digital commerce and service strategy. They ask the Strategy Designer to create a roadmap to help them understand the rollout process and implications.
What should be one of the initial steps to take when creating a program roadmap?
Explanation:
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.
Question 77
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A strategy designer at Cloud Kicks leads a development team whose stakeholders are notorious for misunderstanding and undervaluing research-driven UX design.
Which approach should the designer propose to increase the desire for research-driven decisions?
Explanation:
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.
Question 78
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A cross disciplinary team is starting a new design initiative for Cloud Kicks, and the strategy designer is loading the effort.
What is one way to increase the team's psychological safety to encourage productive collaboration?
Explanation:
One way to increase the team's psychological safety to encourage productive collaboration is to ask everyone to share a personal experience, as this helps build trust, empathy, and rapport among team members. Asking everyone their expected level of project involvement or introducing themselves via title and greatest success may not foster psychological safety, as they may create hierarchy, pressure, or competition.
Question 79
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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?
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.
Question 80
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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?
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.
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