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Salesforce Certified Strategy Designer Exam Sample Questions (Q104-Q109):
NEW QUESTION # 104
When a strategy designer creates an empathy map based on research insights, their deep understanding of the customer drives which outcome?
Answer: B
Explanation:
Explanation
When a strategy 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 meaningful for the customers. Viability and feasibility are not driven by empathy maps, as they relate to the business and technical aspects of a solution.
NEW QUESTION # 105
A design team is working on the challenge: "How might we provide tools to enable customers to resolve service issues by themselves rather than escalating to human representatives?" Which bot metrics should the strategy designer suggest to assess the impact of their work?
Answer: B
Explanation:
The customer satisfaction rate is a critical metric for assessing the effectiveness of self-service tools in resolving issues. It measures users' satisfaction with their interactions and outcomes, providing insight into the bot's impact on improving the self-service experience and reducing the need for escalation.
NEW QUESTION # 106
Cloud Kicks' design team learns of the desire for sustainable materials while co-creating personalization concepts with their West Coast influencers. Which method should the team use improve feasibility of this concept direction?
Answer: A
Explanation:
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 alternatives and finding the optimal solution. Creating a functional prototype or reviewing and aligning with company V2MOM may not address the feasibility issue directly.
NEW QUESTION # 107
The call center at Cloud Kicks (CK) is receiving higher call volumes than usual, which is leading to longer wait times for customers. CK has decided to engage a team to address this.
What should the strategy designer ask before framing the problem'?
Answer: C
Explanation:
Before framing the problem, the strategy designer should ask what problem(s) CK is trying to solve, rather than jumping to solutions or assumptions. This helps clarify the scope and context of the challenge and identify the root causes and effects of the issue. Reference: https://trailhead.salesforce.com/en/content/learn/modules/salesforce-strategy-designer-certification-prep/frame-challenges-with-how-might-we-statements
NEW QUESTION # 108
A project team at Cloud Kicks have this challenge statement: How might we increase the adaptability?
What information is missing that belongs for well written challenge statement?
Answer: A
Explanation:
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.
NEW QUESTION # 109
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