Salesforce-Platform-Strategy-Designer Practice Test
Updated On 18-Sep-2025
153 Questions
A car company gathers insights from recent buyers that reveal people are not sure whether buying electric vehicles helps the environment. A strategy designer from the car company developed this challenge statement: "How might we make electric car buyers feel confident they are having a positive impact on the environment by choosing our vehicles?" Which business goal is aligned with this challenge statement?
A. Increase positive environmental impact brand awareness
B. Increase online engagement with the company marketing site
C. Increase overall electric vehicle sales by 20% annually
Explanation:
The business goal that is aligned with this challenge statement is to increase
positive environmental impact brand awareness. This goal reflects the desired outcome of
making electric car buyers feel confident they are having a positive impact on the
environment by choosing the company’s vehicles.
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?
A. Decreased number of customer cases
B. Increased number of Knowledge articles
C. Decreased bounce rate on document on pages
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.
A strategy designer is working on an app for the financial industry and gets the sense that stakeholders don't share a common understanding of customer pain points. What should the strategy designer create to align stakeholders on the most important customer issues'?
A. Service blueprint
B. Journey map
C. Data dashboard
Explanation:
A journey map is a tool that the strategy designer should create to align
stakeholders on the most important customer issues. A journey map is a visual
representation of the customer’s experience with a product or service, from their
perspective. It helps identify the customer’s needs, goals, pain points, emotions, and
touchpoints across different stages of their journey. It also helps prioritize and address the
most critical customer problems or opportunities for improvement.
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?
A. Onsite Visit
B. Messaging
C. Self-Service
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.
Poll results reveal consumers would like to be future-ready through more inclusive products and experiences. What should the strategy designer intentionally do to drive this outcome?
A. Design with exclusion experts
B. Increase the design timeline
C. Set customer acquisition targets for diverse audiences
Explanation:
Designing with exclusion experts means involving people who have been
historically excluded or marginalized by existing products or services in the design process.
This helps drive more inclusive outcomes by ensuring that the solutions meet the needs
and preferences of diverse audiences.
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