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'?
Answer(s): B
Before framing the problem, the strategy designer 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.
https://trailhead.salesforce.com/en/content/learn/modules/salesforce-strategy-designer- certification-prep/frame-challenges-with-how-might-we-statements
Cloud Kicks wants to design a new line of service and has decided to conduct a Consequence Scanning workshop to assess the planned service development roadmap. Which types of outcomes should result from a Consequence Scanning workshop"?
Answer(s): A
A Consequence Scanning workshop is a method that helps assess the potential positive and negative impacts of a planned service or product on different stakeholders and scenarios. The outcomes of this workshop are issues to act on, influence, or monitor, which help prioritize actions and mitigate risks.
https://trailhead.salesforce.com/en/content/learn/modules/salesforce-strategy-designer-certification-prep/conduct-a-consequence-scanning-workshop
A strategy designer is kicking off a project to reimagine the high-end private banking experience for a financial services company.What should they do to learn about the unique expectations of the company's customers?
Answer(s): C
Interviewing 8-10 customers about how banking fits into their lives and their ideal relationship with their bank is the best way to learn about the unique expectations of the company's customers. This method provides qualitative and contextual insights into the customers' needs, goals, pain points, and emotions.
https://trailhead.salesforce.com/en/content/learn/modules/salesforce- strategy-designer-certification-prep/conduct-customer-interviews
A strategy designer at Cloud Kicks is assigned to a new project team with mixed backgrounds from around the company.How could a kickoff meeting help align the project team before they begin working together?
A kickoff meeting can help align the project team before they begin working together by facilitating activities to gain an understanding of each others' skills, communication styles, and expectations. This helps build trust, rapport, and collaboration among team members with different backgrounds and perspectives.
https://trailhead.salesforce.com/en/content/learn/modules/salesforce- strategy-designer-certification-prep/facilitate-a-kickoff-meeting
A strategy designer is facilitating a prioritization workshop, and there are strong differing opinions about the right solutions to the challenge.What should the designer do?
The strategy designer should work through the conflict in the workshop to reach a shared perspective, rather than avoiding or suppressing it. This helps surface different opinions and perspectives, foster constructive dialogue, and align on common goals and criteria.
https://trailhead.salesforce.com/en/content/learn/modules/salesforce-strategy-designer- certification-prep/navigate-conflict-in-a-workshop
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