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Salesforce Certified Platform Strategy Designer Sample Questions:

1. Cloud Kicks (CK) has gone through a comprehensive redesign of its internal sales process to better embed it into the capabilities of Sales Cloud. CK's executive stakeholders are concerned there will be limited adoption by the sales team, as Sales Cloud is too new to them and their processes were mostly based on guided documents within Excel.
Which approach should the strategy designer recommend to aid the sales team in onboarding to Sales Cloud?

A) Customize Sales Cloud to mimic existing sales process.
B) Sync an Excel file with Salesforce Connect.
C) Use In-App Guidance and invest in change management.

2. 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 goal completion rate
B) Decreased length of support calls
C) Increased human takeover rate

3. Cloud Kicks' (CK) product teams are well-led, productive, and meet their KPIs. However, the teams tend to become siloed and focused on their individual team priorities, occasionally leaving CK's customer experience fragmented.
Which tool should CK's strategy designer recommend to grow and nurture cross-departmental collaboration?

A) Annual leadership summit
B) Roadmap of cross-product features
C) V2MOM with shared methods.

4. Cloud Kicks has a complex manufacturing process that allows several factories to contribute to the production of a custom footwear order. The design team is asked to make a new, more efficient process to reduce the time between order placement and delivery to customers.
Which approach should the team use?

A) Business process modeling
B) Jobs to Be Done framework
C) Customer journey mapping

5. The strategy designer is creating a new loyalty program for Cloud Kicks and wants to map the key people who may influence or be impacted by the program.
Which mapping process should the designer use to achieve this goal?

A) Ecosystem Mapping
B) Journey Mapping
C) Service Mapping

Solutions: