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A design team is working on the challenge: “How might we provide tools to enable customers to resolve service issues by themselves rather than escalating to human representatives?" Which bot metrics should the strategy designer suggest to assess the impact of their work?
A. Customer satisfaction rate
B. Total conversations
C. Human takeover rate
Explanation:
The customer satisfaction rate is a critical metric for assessing the effectiveness of self-service tools in resolving issues. It measures users' satisfaction with their interactions and outcomes, providing insight into the bot's impact on improving the self-service experience and reducing the need for escalation.
Cloud Kicks' primary business goal for its new customer acquisition program is to increase diversity. Which inclusive design tactic should help the company solve problems for the broadest possible audience?
A. Solve for one, extend to many through a persona spectrum.
B. Use Jobs to Be Done to increase empathy with the audience.
C. Hold focus groups with traditionally underrepresented participants.
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
Cloud Kicks wants to start providing coupons to its digital consumers. In addition to Marketing Cloud, which product should be recommended?
A. B2C Commerce
B. Revenue Cloud
C. Service Cloud
Explanation:
B2C Commerce is a Salesforce product that helps businesses create engaging and personalized online shopping experiences for their customers. It integrates with Marketing Cloud to enable coupon management, promotion tracking, and customer segmentation. References: https://www.salesforce.com/products/commerce-cloud/b2c-commerce/
A consumer healthcare startup wants to collect data on patients' symptoms over time, and plans to research how to monetize this data. How should a strategy designer counsel leadership in consideration of ethical implications for both the company and its patients?
A. Perform user research with patients to understand their level of comfort of data being shared for monetization.
B. Facilitate a Consequence Scanning workshop before proceeding with any further investment.
C. Research similar healthcare organizations about how they are monetizing patient data
Explanation:
A strategy designer should counsel leadership in consideration of ethical implications for both the company and its patients by facilitating a Consequence Scanning workshop before proceeding with any further investment. A Consequence Scanning workshop is a method to identify and mitigate potential negative consequences of a product or service, such as privacy, security, or social issues. It involves mapping out the intended and unintended outcomes of the product or service, assessing their likelihood and severity, and devising actions to prevent or reduce harm. Performing user research or researching similar organizations may provide some insights, but they do not address the ethical implications in a systematic and proactive way.
A startup company that develops machine learning tools that track the performance of carbon dioxide and wants enforce perception validity of its data. The company starts by developing a need statement and a challenge statement. What is the communality between the two statements?
A. Both are solution free statementsBoth are tactics intended to solve problem
B. Both explain the scope of possible solution.
Explanation:
The commonality between a need statement and a challenge statement is that both are solution free statements, that is, they do not prescribe or imply any specific solution, but rather define the problem or opportunity space. Both are not tactics intended to solve the problem or explain the scope of possible solutions, as they are more focused on framing the problem.
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