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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Intangible Deliverables | 26% | - Create organizational alignment and shared vision - Build stakeholder relationships and influence - Facilitate collaboration across teams - Communicate vision and strategic direction |
| Topic 2: Tools and Artifacts | 23% | - Use strategy design frameworks and artifacts - Select appropriate research and co-creation methods - Assess desirability, feasibility, and viability - Map user needs to Salesforce platform capabilities |
| Topic 3: Value Design | 32% | - Establish success metrics and value outcomes - Define challenge statements aligned to business and user needs - Apply ethical and value-centered design principles - Analyze organizational dynamics and external influences |
| Topic 4: Leveraging Adjacent Roles and Skills | 19% | - Align solution strategies with organizational goals - Integrate research, design, and business strategy practices - Lead cross-functional decision-making processes - Collaborate with designers, technologists, and business leaders |
1. Which of these standard organizational roles can be considered to know users/customers, and should therefore be brought in to the braisntorming sessions of the idea generation phase?
A) All of them
B) Salespeople
C) Customer Support Reps
D) None of them
2. Keeping the scope broad before the project allows for a more human-centered process to find the most impactful solution.
A) FALSE
B) TRUE
3. What can be built to allow agents to quickly gather data from a customer while on the phone?
A) Screen Flow
B) Workflow Rules
C) Process Builder
4. Interviews should be used for the Discovery/Understanding phase fo the Strategy Design Research.
A) FALSE
B) TRUE
5. While using Salesforce to Salesforce, you cannot share a case comment as a child record of a case.
A) FALSE
B) TRUE
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: B | Question # 3 Answer: A | Question # 4 Answer: B | Question # 5 Answer: A |
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