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Salesforce Certified Platform Strategy Designer Sample Questions:
1. Cloud Kicks has identified the following challenge statement regarding an opportunity for customer service transformation: How might we improve our automated online chat experience to be a preferred channel for our customers to seek information and self-service toots?
Which metric should define a successful transformation outcome?
A) Increased human takeover rate
B) Increased goal completion rate
C) Decreased length of support calls
2. 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) As a user, I want to see trending support resources upon the first login to customer support so I can save my time.
B) How might we save our existing customers time by preemptively serving the info they need to deflect the customer support calls.
C) Unify platforms and centralize support operations to save customers time and reduce business costs.
3. Cloud Kicks (CK) wants to make sure its customers understand the ion between its prod and its goal of sustainable manufacturing.
CK initiates a project to integrate sustainable messaging into its commerce experience, What should the strategy designer use to ensure the new sustainability messaging is desirable to customers?
A) Content strategy
B) Journey mapping
C) Customer interviews
4. A design team is following the design thinking process to create a vision for their new loyalty program. While design thinking is an iterative process, there are phases that follow a general order.
Which phase encompasses creating Jobs To Be Done?
A) Deploy
B) Prototype
C) Define
5. A strategy designer and a UX team have recently workshopped and developed a plan around the team's purpose and how they will align with the rest of the organization's goals and objectives.
Which alignment and accountability document should be used after this workshop to bring the plan to reality?
A) RACI
B) UX vision
C) V2MOM
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: B | Question # 3 Answer: C | Question # 4 Answer: C | Question # 5 Answer: C |
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