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Salesforce Certified Platform Strategy Designer Sample Questions:

1. Customer service surveys and user feedback reveal Cloud Kicks' users desire new features on the sales platform How should the strategy designer collaborate with the UX designer to ensure those features are both viable and feasible?

A) Identify user quotes to make the case.
B) Align design implications to business goals.
C) Co-create a journey map with users

2. 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'?

A) How does a competitor solve for a similar problem?
B) What new technology trends exist for customer service?
C) What problem(s) is CK trying to solve?

3. 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?

A) Customer satisfaction rate
B) Human takeover rate
C) Total conversations

4. A strategy designer is facilitating a critique on a concept for their company's new loyalty program, and they're getting a lot of subjective feedback representing personal opinions.
What is the most common reason for this, assuming good intent from all participants?

A) The non-designers do not have the skills needed to give effective critique on design work.
B) The critique does not have the night participants in the room; there are too many dominant personalities.
C) The designer has not properly defined the guidelines for the critique session.

5. A tech company that specializes in mobile app development is looking to innovate and launch a new app that helps users manage their mental health. The company's target audience is young adults aged 18-35.
What externa! factor might impact the strategy for this development?

A) Push notifications
B) HIPAA regulations

Solutions: