Explanation: A service-blueprinting workshop is a process that involves mapping out the flow of a service, identifying the touchpoints, actors, processes, and systems that are involved, and highlighting the pain points and opportunities for improvement. A service-blueprinting workshop is a collaborative and creative way to redesign services with stakeholders, as it allows them to see the big picture, empathize with the users, and co-create solutions. A service-blueprinting workshop is suitable for Cloud Kicks (CK) after they have finished conducting research and synthesizing the findings, as it will help them address the issues uncovered in the study and design better service experiences for their customers.

Explanation: CK can assign learning content to employees using In-App Learning functionality in the following two ways:

Trailmixes: Trailmixes are custom learning paths that can include modules, projects, trails, and even external links. CK can create and assign trailmixes to learners based on their roles, goals, or interests. Learners can access trailmixes from the Learning Home or the Guidance Center in Salesforce.

Modules/Badges: Modules are units of instruction that cover specific topics and skills. Badges are earned by completing modules or projects. CK can assign modules or badges to learners to help them learn specific features or functionalities in Salesforce. Learners can access modules or badges from the Learning Home or the Guidance Center in Salesforce.

Explanation:

The human-centered design approach is a problem-solving technique that puts real people at the center of the development process, enabling designers to create products and services that resonate and are tailored to the audience’s needs. The human-centered design approach typically involves four stages: clarify, ideate, develop, and implement1.

The first stage, clarify, is dedicated to collecting data and observing the users to clarify the problem and how to solve it. Rather than developing products based on assumptions, designers conduct user research and assess user needs to determine what the users want. The clarify stage requires empathy—the capability of understanding another person’s experiences and emotions. Designers need to consider the users’ perspectives and ask questions to determine what products they’re currently using, why and how they’re using them, and the challenges they’re trying to solve2.

Therefore, the activity that should come first in the human-centered design process is observing the medical staff while they use their existing portal. This activity will help the UX designer to understand the context, the goals, the pain points, and the preferences of the medical staff,as well as to identify the opportunities for improvement and innovation. The other activities, such as estimating the cost, writing technical requirements, and designing a mockup, belong to the later stages of the human-centered design process, after the problem and the user needs have been clearly defined.

References: What is Human-Centered Design? — updated 2023 | IxDF and What Is Human-Centered Design? | HBS Online

The first activity inthe process when using a human-centered design approach to redesign a portal that medical staff use to report on patient demographics should be observing the medical staff while they use their existing portal. This is a critical step in the process, as ithelps to identify user needs, preferences, and behaviors so that the design of the new portal can be tailored to meet their specific needs.

Observing the medical staff while they use the portal will help to identify any existing problems and highlightareas where the portal can be improved. This can include issues with usability, functionality, and accessibility. Additionally, observing how the medical staff interact with the portal can help to identify any potential areas of improvement and uncover anyhidden requirements or user needs.

Explanation: Marketing Cloud Personalization is a Salesforce feature that can boost B2C engagement on Cloud Kicks’ website. Marketing Cloud Personalization is a kind of technology solution that ingests customer engagement and profile data, then — using machine learning and AI — determines relevant messages, segmentation, and content for each customer, based on their preferences and affinities. Marketing Cloud Personalization can help Cloud Kicks to create personalized and relevant experiences for their website visitors, such as showing them products, offers, or recommendations that match their interests, needs, or behaviors. Marketing Cloud Personalization can also help Cloud Kicks to optimize their website performance, such as increasing conversions, retention, loyalty, and revenue.

Experience Cloud is another Salesforce feature that can help Cloud Kicks to create engaging websites, but it is not the best option for boosting B2C engagement. Experience Cloud is a platform that allows users to build branded digital experiences, such as websites, portals, forums, or mobile apps, that connect customers, partners, and employees with Salesforce data and processes. Experience Cloud can help Cloud Kicks to create interactive and collaborative websites that integrate with their CRM, but it does not provide the same level of personalization and intelligence as Marketing Cloud Personalization.

Marketing Cloud Account Engagement is a Salesforce feature that is designed for B2B marketing automation, not B2C engagement. Marketing Cloud Account Engagement, formerly known as Pardot, is a solution that helps users to generate more leads, nurture them through email campaigns, and align sales and marketing efforts. Marketing Cloud Account Engagement can help Cloud Kicks to target and engage potential business customers, but it is not suitable for engaging individual consumers on their website.

Explanation: The Path’s Guidance for Success sections can include the following two elements:

Images and Links: Images and links can be used to provide visual cues and additional resources for the sales representatives. For example, an image of a checklist or a link to a best practice document can help the reps complete the required tasks at each stage. Images and links can be added using the rich text editor in the Path Settings page.

Rich Text: Rich text can be used to provide text-based guidance, such as tips, reminders, instructions, or motivational messages. For example, a rich text guidance can tell the reps what information they need to gather from the customer or what actions they need to take to move the opportunity forward. Rich text can be formatted using the rich text editor in the Path Settings page.

References:

: Set Up a Path
: Considerations and Guidelines for Creating Paths
: Optimize Sales Processes with Path in Salesforce

The two elements that can be used in the Path's Guidance for Success section are Images and Links and Rich Text. Images and Links can be used to provide visual elements to the Guidance for Success section, while Rich Text can be used to provide text-based explanations and instructions. In addition, a Progress Indicator can be used to show the user's progress through the Path.

Images and Links can be used to provide visual elements to the Guidance for Success section. For example, if the user needs to read an article, a link to the article can be included, as well as an image of the article cover. Similarly, if the user needs to view a video, a link to the video and an image of the video can be included.

Rich Text can be used to provide text-based explanations and instructions. This can include explanations of what the user should be doing at each stage of the Path, as well as any other helpful information.

Finally, a Progress Indicator can be used to show the user's progress through the Path. This can help the user understand where they are in the Path and how far they have left to go.