Summary:
The challenge statement directly addresses a specific customer perception problem: a lack of confidence in the environmental benefit of buying an electric vehicle (EV). The goal of any solution stemming from this challenge is to change this perception and build confidence, which is a marketing and branding objective. The aligned business goal must therefore focus on improving brand perception related to environmental impact.

Correct Option:

A. Increase positive environmental impact brand awareness:
This is the correctly aligned business goal. The challenge statement is about making buyers feel confident in the positive environmental impact. Successfully addressing this will naturally increase awareness and strengthen the brand's association with genuine environmental benefits. This goal directly measures the outcome of solving the identified customer problem.

Incorrect Option:

B. Increase online engagement with the company marketing site:
While online engagement might be a tactic used to communicate the environmental message, it is not the ultimate goal. Engagement is a vanity metric if it does not translate into a shift in perception. The core problem is confidence in environmental impact, not website traffic.

C. Increase overall electric vehicle sales by 20% annually:
This is a potential outcome of solving the confidence problem, but it is not the direct goal aligned with the challenge statement. Sales are influenced by many factors (price, features, charging infrastructure). The challenge statement is narrowly focused on the "confidence in environmental impact" barrier. Increasing brand awareness on this specific issue is the more precise and measurable goal that would contribute to long-term sales growth.

Reference:
Salesforce Trailhead, "Create a Strategy to Deliver Value": This module teaches the importance of aligning business goals with customer needs. The challenge statement defines a customer need (confidence in environmental impact), and the business goal must be the direct reflection of meeting that need, which is strengthening brand awareness on that specific issue.

Summary:
The primary business goal of implementing self-service and updated documentation is to deflect incoming support requests, thereby increasing efficiency and reducing support costs. The most direct and meaningful measure of success is a reduction in the volume of cases that require interaction with a support agent. This metric directly correlates to the initiative's core objective.

Correct Option:

A. Decreased number of customer cases:
This is the correct Key Performance Indicator (KPI). A successful self-service initiative empowers customers to find answers themselves. A significant and sustained drop in the number of new cases created is the clearest evidence that the updated documentation is effective and that the self-service channel is successfully resolving customer issues without agent intervention.

Incorrect Option:

B. Increased number of Knowledge articles:
This is a measure of activity or output, not outcome. Creating more articles does not guarantee they are useful, easy to find, or actually solving customer problems. You could have a large knowledge base that is ineffective and does not reduce case volume.

C. Decreased bounce rate on documentation pages:
While a lower bounce rate can indicate that the content is relevant enough to keep users on the page, it is an intermediate metric. A user could read an article but still be unsatisfied and open a support case. The ultimate success is not that they read the article, but that they didn't need to contact support.

Reference:
Salesforce Trailhead, "Define Your Value Proposition and Metrics": This module emphasizes linking metrics directly to business goals. For a self-service project aimed at reducing support load, the definitive success metric is a decrease in case volume, as this demonstrates the solution is delivering its intended business value.

Summary:
When stakeholders lack a shared understanding of customer pain points, the strategy designer needs a tool that visually and empathetically tells the story of the customer's experience. This tool must illustrate the end-to-end process from the customer's perspective, highlighting their actions, thoughts, emotions, and, most importantly, the specific moments of frustration and difficulty (the pain points) they encounter.

Correct Option:

B. Journey map:
This is the correct tool for aligning stakeholders on customer pain points. A customer journey map visualizes the entire sequence of interactions a customer has with a service or product. It goes beyond just steps to include the customer's emotions, pain points, and opportunities for improvement at each stage. Creating this collaboratively or presenting a research-backed version builds a single, shared source of truth that makes the customer's struggles tangible and undeniable for all stakeholders.

Incorrect Option:

A. Service blueprint:
A service blueprint is an excellent tool, but it focuses on the internal processes, systems, and employee actions that deliver the customer experience. It is typically created after the customer journey is understood to diagnose the root causes of pain points. It is too operational and internal-facing to initially align stakeholders on the customer's perspective.

C. Data dashboard:
A data dashboard is valuable for tracking quantitative metrics (e.g., conversion rates, call volume) but is poor for building a shared qualitative understanding. It shows what is happening statistically but fails to explain the why behind the customer's emotions and pain points, which is what the stakeholders are missing.

Reference:
Salesforce Trailhead, "Gain a Shared Understanding": This module highlights the use of journey mapping as a foundational technique for building empathy and a unified view of the customer experience across different teams and stakeholders. It is the primary tool for visualizing and aligning on customer pain points.

Summary:
Salesforce Omni-Channel is a capability within Service Cloud designed to unify digital communication channels into a single, streamlined workflow for support agents. Its primary function is to manage and route high-volume, real-time digital interactions, allowing agents to handle multiple conversation types from a single console and providing a seamless experience for customers moving between channels.

Correct Option:

B. Messaging:
This is a core channel included in Salesforce Omni-Channel. It encompasses live chat, in-app messaging, and popular messaging apps like WhatsApp, Facebook Messenger, and Apple Business Chat. Omni-Channel intelligently routes these messaging conversations to the most appropriate available agent.

Incorrect Option:

A. Onsite Visit:
Onsite or field service is managed by a different Salesforce product, Field Service. While it is a critical customer service channel, its scheduling, dispatch, and mobile workforce management are specialized functions outside the scope of the Omni-Channel routing and desktop console.

C. Self-Service:
Self-service capabilities like a Knowledge base, community forums, and chatbots are foundational elements of Service Cloud. However, they are not "channels" routed through the Omni-Channel agent console. Self-service is designed to resolve issues without agent interaction, while Omni-Channel manages the interactions that do require a live agent.

Reference:
Salesforce Omni-Channel Official Documentation: The product documentation explicitly lists the channels it supports, which include Messaging, Voice, Video, and social channels. Messaging is a fundamental component of the unified digital engagement model that Omni-Channel provides.

Summary:
The goal is to create more inclusive products based on consumer demand. To intentionally drive this outcome, the strategy must move beyond good intentions and incorporate specialized expertise from the very beginning. This ensures that inclusivity is a foundational design principle, not an afterthought, leading to products that are genuinely accessible and welcoming to a wider range of people.

Correct Option:

A. Design with exclusion experts:
This is the most intentional and effective action. "Exclusion experts" include individuals with disabilities, accessibility specialists, and diversity and inclusion consultants. Involving them directly in the design process helps the team identify and eliminate barriers (physical, cognitive, cultural) that they might not otherwise perceive. This co-creation approach ensures the product is built to be inclusive from the ground up.

Incorrect Option:

B. Increase the design timeline:
While inclusivity may require more thoughtful consideration, simply adding time does not guarantee a better outcome. Without the right expertise and processes, a longer timeline could just lead to more polished but still exclusionary designs. The focus should be on the quality of the process (who is involved), not just the quantity of time.

C. Set customer acquisition targets for diverse audiences:
This is a marketing and business outcome, not a design action. While a valuable business goal, it does not guide how to design the product itself to be more inclusive. You cannot acquire diverse audiences if your product is not built to serve them.

Reference:
Salesforce Trailhead, "Accessibility Basics": This module emphasizes that building inclusive products requires proactively involving people with diverse abilities and perspectives throughout the design process. It advocates for a mindset of designing with, not just for, excluded groups to create genuinely accessible experiences.