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Salesforce Certified
Strategy Designer Exam
(SU24)
Version: Demo
[ Total Questions: 10]
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Salesforce
Certified-Strategy-Designer
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Question #:1
Cloud Kicks wants to create a loyalty program to deepen the engagement of its customers.
When evaluating ideas for this program, which criteria should strategy designers use?
Desirability, viability, and feasibility
Novelty, privacy, and
Competitive advantage, impact, and own ability
Answer: A
Explanation
When evaluating ideas for a loyalty program, considering desirability (customer appeal), viability (business
sustainability), and feasibility (practical implementation) ensures a balancedassessment. These criteria help in
selecting ideas that are not only attractive to customers but also align with business goals and can be
realistically executed.
Question #:2
The call center at Cloud Kicks (CK) is receiving higher call volumes than usual, which is leading to longer
wait times for customers. CK has decided to engage a team to address this.
What should the strategy designer ask before framing the problem'?
How does a competitor solve for a similar problem?
What problem(s) is CK trying to solve?
What new technology trends exist for customer service?
Answer: B
Explanation
Before framing the problem, the strategydesigner should ask what problem(s) CK is trying to solve, rather
than jumping to solutions or assumptions. This helps clarify the scope and context of the challenge and
identify the root causes and effects of the issue. References: https://trailhead.salesforce.com/en/content/learn
/modules/salesforce-strategy-designer-certification-prep/frame-challenges-with-how-might-we-statements
Question #:3
Cloud Kicks (CK) is launching a new online store and wants to get a better understanding of its
market wants and needs to create compelling customer experience. CK's strategy designer
recommends utilizingthe Jobs to Be Gone framework.
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What are the core principles of the Jobs to Be Gone framework?
Customer-centric, Effective Communication, Organizational Strategy, Success Criteria
Customer-centric, Values driven, Flexible, Revenue focused
Customer-centric, Solution Agnostic, Stabile Over Time, Measurable Outcomes
Answer: C
Explanation
The core principles of the Jobs to Be Gone framework are customer-centric, solution agnostic, stable over
time, and measurable outcomes, as this framework helps understand the customer’s specific goal or job, and
the thought processes that would lead them to hire a product or service to complete the job. Customer-centric
means focusing on the customer’s needs and desires, solution agnostic means not prescribing or implying any
specific solution, stable over time means not changing with customer attributes or preferences, and
measurable outcomes means having clear and quantifiable indicators of success.
Question #:4
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?
Sync an Excel file with Salesforce Connect.
Use In-App Guidance and invest in change management.
Customize Sales Cloud to mimic existing sales process.
Answer: B
Explanation
The strategy designer should recommend using In-App Guidance and investing in change management to aid
the sales team in onboarding toSales Cloud. In-App Guidance is a feature that allows creating prompts and
walkthroughs within Salesforce to guide users through new features or processes. Change management is a
process that involves planning, communicating, and supporting users through organizational changes, such as
adopting new technologies or workflows. References:https://trailhead.salesforce.com/en/content/learn/modules
/salesforce-strategy-designer-certification-prep/use-in-app-guidance-and-invest-in-change-management
Question #:5
A start-up specializing in creating healthcare apps for both patients and family caregivers is looking for ideas
to develop new features. The company plans on organizing a brainstorming session with staffmembers from
various teams.
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What is a rule strategy designers should follow when facilitating a brainstorming session?
Emphasize critique of proposed ideas.
Explore qualitative assessment of proposed ideas.
Encourage participants to build on proposed ideas.
Answer: C
Explanation
One of the rules of facilitating a brainstorming session is to encourage participants to build on proposed ideas,
rather than criticize or dismiss them. This fosters a collaborative and creative environment where ideas can be
improvedand refined.References:https://trailhead.salesforce.com/en/content/learn/modules/salesforce-strategy-
designer-certification-prep/facilitate-a-brainstorming-session
Question #:6
Cloud Kicks wants to launch a campaign that rewards customer behavior by giving away
free merchandise, which key business criteria should be ensured?
Desirability
Viability
Feasibility
Answer: B
Explanation
The key business criteria that should be ensured for launching a campaign that rewards customer behavior by
giving away free merchandise is viability. Viability is the degree to which a product or service is profitable
and sustainable for the business. By giving away free merchandise, Cloud Kicks should ensure that the
campaign isviable in terms of costs, revenues, risks, and benefits. Desirability or feasibility may not be the
key criteria for this campaign, as they relate to the customer or technical aspects of the product or service.
Question #:7
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'?
Service blueprint
Journey map
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Data dashboard
Answer: B
Explanation
A journey map is a tool that the strategydesigner 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, painpoints, emotions, and
touchpoints across different stages of their journey. It also helps prioritize and address the most critical
customer problems or opportunities for improvement.References:https://trailhead.salesforce.com/en/content
/learn/modules/salesforce-strategy-designer-certification-prep/conduct-a-journey-mapping-session
Question #:8
Cloud Kicks' primary business goal for its new customer acquisition program is to increase diversity.
Which inclusive design tactic should help thecompany solve problems for the broadest possible audience?
Solve for one, extend to many through a persona spectrum.
Use Jobs to Be Done to increase empathy with the audience.
Hold focus groups with traditionally underrepresented participants.
Answer: A
Explanation
Solving for one, extending to many through a persona spectrum is an inclusive design tactic that helps solve
problems for the broadest possible audience. It involves creating personas that represent different levels of
ability, context, and preference, and designing solutions that meet the needs of the most extreme cases, which
can benefit everyone else as well. References: https://trailhead.salesforce.com/en/content/learn/modules
/salesforce-strategy-designer-certification-prep/solve-for-one-extend-to-many-through-a-persona-spectrum
Question #:9
A strategy designer leading a UX team needs to articulate their team's purpose and value to the rest of the
company. The designer decides to create visionstatements using a collaborative, research-backed process to
increase team members' understanding and alignment of UX efforts.
What should be the steps taken to achieve this goal?
Hypothesize, Empathize, Optimize
Define, Design, Deploy
Gather, Envision, Plan
Answer: C
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Explanation
The steps that should be taken to achieve the goal of creating vision statements using a collaborative, research-
backed process are Gather, Envision, Plan. These steps involve gathering data and insights from research,
envisioning possible future states based on insights, and planning how to communicate and execute the vision.
References: https://trailhead.salesforce.com/en/content/learn/modules/salesforce-strategy-designer-
certification-prep/create-vision-statements
Question #:10
A Cloud Kicks (CK) strategy designer is leading a project to create a new customer
experience with digital and environmental touchpoints. The stakeholders want to understand how
the designer is proposing CK will deliver the experience. which tool should they use to explore the
collaboration, structure, and processes that will be required?
Service blueprint
Journey map
Empathy map
Answer: A
Explanation
The best tool to explore thecollaboration, structure, and processes that will be required to deliver a new
customer experience with digital and environmental touchpoints is a service blueprint, as this helps illustrate
how different actors, touchpoints, channels, activities, and resources interact and support each other in
delivering the service. A journey map or an empathy map may not be able to capture the backstage aspects of
service delivery.

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