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| Section | Objectives |
|---|---|
| Experience Design and Journey Mapping | - Customer journey mapping techniques - Service and experience blueprinting |
| Stakeholder Alignment and Communication | - Communicating strategy and design outcomes - Facilitating cross-functional collaboration |
| Measurement and Iteration | - Defining success metrics and KPIs - Iterative design improvement cycles |
| Strategy Foundations | - Role of a strategy designer in Salesforce ecosystem - Understanding business context and customer strategy |
| Ideation and Prototyping | - Design thinking principles - Rapid prototyping and validation approaches |
| Research and Insights | - Customer insights and data interpretation - Qualitative and quantitative research methods |
1. What can be built to allow agents to quickly gather data from a customer while on the phone by vieweing a series of pre-defined screens that allow input?
A) a Flow
B) A Workflow Rule
C) A Process
D) An Assignment Rule
2. Of the three core elements of Design Thinking, which is focused on reviewing whether the technologies they need to develop the solution are available?
A) Feasibility
B) Viability
C) Desirability
3. True or False? if a user would want to filter an Opportunity report to obtain only those Opps that have Products, he should use a Cross-Filter.
A) TRUE
B) FALSE
4. In which phase of the Challenge Scoping process must researchers ask themselves the following question:
What is the problem we are solving?
A) Create a project plan
B) Articulate the opportunity for design
C) Establish the problem-solving approach
D) Understand the need
E) Identify measures of success and potential risk
5. True or False? Users can use Salesforce Today to prepare for meetings, stay in touch with customers, quickly join conference calls, and generally manage your day.
A) TRUE
B) FALSE
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: A | Question # 3 Answer: A | Question # 4 Answer: D | Question # 5 Answer: A |
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