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The right way to Go Salesforce Technique Designer Certification Examination


Final Up to date on July 17, 2022 by Rakesh Gupta

Technique design performs a vital function in how a enterprise achieves its objectives. Technique design lets you rework your strategic imaginative and prescient and goals into possible implementation phases by way of design considering strategies.

Any design technique ought to tackle the next:

  • Present issues and ongoing challenges
  • Present advantages and successes to be leveraged
  • Unmet shopper/buyer wants
  • Altering shopper/buyer behaviors and attitudes
  • Rising concepts and developments
  • Alternatives to distinguish

👉 As you might be right here, it’s possible you’ll need to try these articles

  1. How to Pass Salesforce User Experience Designer Certification exam
  2. How to Pass Salesforce Business Analyst Certification Exam

So, Who’s an Ultimate Candidate for the examination?

Salesforce Licensed Technique Designer candidates create worth by aligning a corporation round and directing the design of systems-level options towards desired enterprise and consumer outcomes. Candidates ought to be capable of concentrate on what’s essential, not pressing, and ship outcomes via a mixture of tangible and intangible/relational work. 

Salesforce Licensed Technique Designer expertise span enterprise, innovation, design, and supply. Moreover, they’ll lead, make, and advocate throughout innovation and product life cycles. Technique designer expertise and expertise allow them to bridge a number of disciplines required for profitable strategic, design, and supply work. A Salesforce Licensed Technique Designer can leverage a workforce’s capabilities, fill in gaps, and know when to name in an knowledgeable. The Salesforce Licensed Technique Designer has an in depth understanding of enterprise and consumer objectives and the flexibility to attach folks throughout organizations with empathy.

The Salesforce Licensed Technique Designer certification examination is for people who need to exhibit their data, expertise, and expertise within the following areas: 

  • Guiding discovery, analysis, and design efforts to create a standard imaginative and prescient and path for a product;
  • Facilitating the creation of buyer journeys from inception to completion;
  • Aligning enterprise wants with the end-user expertise of a Salesforce services or products;
  • Advocating for design high quality and imaginative and prescient alignment inside an answer advice Figuring out and framing issues (e.g., from enterprise issues to the consumer/human issues);
  • Making use of design considering methodology;
  • Main prioritization and focus of design efforts and implementation;
  • Leveraging different roles and understanding when to seek the advice of with specialists in adjoining expertise akin to visible id, enterprise, and expertise;
  • Aligning stakeholders round a imaginative and prescient; presenting concepts merely, bringing artistic drawback fixing to resolve objections, and persuading critics.

The right way to put together for the examination?

Studying types differ broadly – so there isn’t a magic formulation that one can observe to clear an examination. One of the best follow is to review for just a few hours every day – rain or shine! Under are some particulars in regards to the examination and examine supplies:

  • 60 multiple-choice/multiple-select questions – 105 minutes
  • 70% is the passing rating
  • The examination Price is $200 plus relevant taxes
  • Examination Sections and Weighting

There are tons of assets that will help you put together for the licensed technique designer certification examination.

The next checklist isn’t exhaustive; so test it out and use it as a place to begin:

  1. What is Strategy Design & Why Does It Matter?
  2. Trailhead Trailmix: Prepare for Your Salesforce Strategy Designer Credential
  3. Salesforce Certified Strategy Designer Exam Guide

What you Have to Know to Smoothen your Journey

On a really excessive degree, you must perceive the next matters to clear the examination. All credit score goes to the Salesforce Trailhead workforce; I’ve taken content material from there.

  1. Worth Design: 32%
    1. Challenges are a standard a part of life. However on the subject of the design technique course of, a problem means one thing very particular. A problem is an issue you’re making an attempt to resolve that considers the customers of what you’re creating—particularly in how they suppose, really feel, and act. 
    2. Whereas problem framing is about inspiring solutioning, the scoping course of is the logistical plan for the way the mission shall be structured. Scoping must be deliberately designed to permit for each discovery and exploration. Scoping permits you to plan, arrange, and handle the time, folks, and different assets wanted to resolve the framed problem. It outlines the work to be carried out, how it will likely be accomplished and by whom, and the anticipated outcomes. 
    3. Key parts to scope the method
      1. Perceive the necessity
      2. Articulate the chance for design
      3. Set up the problem-solving method
      4. Create a mission plan
      5. Establish measures of success and potential dangers
    4. A How May We (HMW) assertion turns your problem framing right into a query that may be solved. It turns issues into alternatives for generative considering and organizes how you consider the issue and doable options. It begins with a name to motion, and in moments of ambiguity, it guides you in how one can push your design. 
    5. Tricks to craft a profitable HMW assertion
      1. Write down your drawback assertion
      2. Draft your design problem utilizing the phrase “How May We.
      3. Take a look at the design problem
      4. Refine the issue and impression
      5. Strive once more
    6. Use these questions that will help you assess the HMW’s effectiveness.
      1. Is it generative?
      2. Is it accessible?
      3. Is it too slender?
      4. Is it too broad?
      5. Does it comprise a desired consequence?
    7. Key moments when groups want most help
      1. Kickoff
      2. Analysis moments
      3. Synthesis moments
      4. Assessment moments
    8. Significance of defining success in problem framing and scoping
      1. Hook up with objectives
      2. Break down enterprise objectives into implications for design
      3. Acquire suggestions that helps you consider your work via the lens of enterprise impression
      4. Draft your future metrics
    9. Frequent strategies for evaluating success
      1. Enterprise Success 
        1. Development targets
        2. Enlargement targets
        3. Effectivity targets
        4. Buyer satisfaction targets
      2. Buyer Success
        1. Web promoter rating (NPS)
        2. Buyer retention price
        3. Lifetime worth
      3. Societal Success
    10. Among the best methods to develop attainable objectives is the SMARTE framework.
      1. SMARTE stands for Particular, Measurable, Achievable, Related, Time-bound, and Moral.The SMARTE framework may also help make sure the imaginative and prescient you’re delivering hits your objectives.
    11. Analysis lets you reap the benefits of knowledgeable views and construct confidence that you just’re fixing the fitting issues, and fixing the issues proper.
    12. Several types of analysis for technique design
      1. Analysis for Discovery/Understanding
      2. Analysis for Inspiration/Concept Era
      3. Analysis for Exploration/Refining an Concept
      4. Analysis for Validating Assumptions, Selections, and Designs
      5. Ongoing Evaluation and Buyer Listening
    13. Select quantitative strategies for questions that sound like, “What number of…?”, “How a lot…?”, “What do most individuals…?”, or “What’s the success price of…?”
    14. Select qualitative strategies for questions like, “Why…?”, “What could be ideally suited…?”, “How does it really feel to…?”, or “What’s mistaken with….?” And for qualitative strategies, the follow-up query to ask yourselves is who’s finest suited to supply the solutions you search.
    15. Seven key strategies for exterior major analysis
      1. Interviews
      2. Observations or shadowing
      3. Group conversations with stimulus
      4. Diary/journal research
      5. Co-design/participatory design periods
      6. Surveys
      7. Analogous analysis
    16. Analysis objectives and analysis methodologies
      For Discovery/Understanding For Inspiration/Concept Era For Exploration/Refining an Concept
      • Interviews
      • Observations or shadowing
      • Diary/journal research
      • Surveys
      • Group conversations with stimulus
      • Diary/journal research
      • Codesign/participatory design periods
      • Analogous analysis
      • Group conversations with stimulus
      • Codesign/participatory design periods
    17. Greatest practices for design analysis ethics
      1. Be Sincere
      2. Ask Permission to Report
      3. Keep Lean
      4. Restrict Entry to Identifiable Knowledge
      5. Observe Laws
      6. Respect Individuals’ Experience 
      7. Pay Individuals Pretty 
      8. Pay attention With out Main or Advising
      9. Take Solely What You Want
      10. Guarantee Illustration 
      11. Search Assist If You Have Moral Questions
    18. What’s an Perception?
      1. Insights type the idea for technique design, unlocking alternatives for innovation and resulting in concepts which might be significant to folks, creating actual worth.
    19. A job story would possibly appear like
      1. After I’m <Scenario>
      2. I want an <Motivation>
      3. So I can <Anticipated Final result>
    20. A strolling deck is a brief abstract of your newest work, not more than 10 slides lengthy, written in a approach that each informs and persuades others about your mission’s progress. 
    21. Greatest practices for planning an insights workshop
      1. Create an agenda that leaves loads of room for dialogue
      2. Deliver the analysis insights to life
      3. Create a set of boards for shared viewing
      4. Set a time and place
    22. Greatest practices for facilitating an insights workshop
      1. Bear in mind to pause
      2. Ask open-ended questions
      3. Hearken to your stakeholders
      4. Permit individuals to problem and construct on the concepts you’re presenting
      5. Know what’s subsequent
    23. Ideation is the method of producing concepts and options via periods akin to Sketching, Prototyping, Brainstorming, Mind-writing, Worst Attainable Concept, and a wealth of different ideation methods. 
    24. Who to Invite to a Brainstorm
      1. The perfect dimension for a gaggle of individuals brainstorming isn’t any smaller than three and no greater than 10. Create your checklist with just a few issues in thoughts. Invite:
        1. Individuals who know your customers
        2. Generative folks
        3. A mixture of optimists and realists
    25. Brainstorming guidelines
      1. Encourage Wild Concepts
      2. Go for Amount
      3. Be Visible
      4. Construct on the Concepts of Others
      5. Keep Centered on the Subject
      6. One Dialog at a Time
    26. Dot voting is a technique of group voting used to determine a workforce’s preferences from an inventory of choices. In different phrases, it’s a fast and straightforward decision-making course of for narrowing down choices, prioritizing concepts, and determining the preferred selections. 
      1. So how precisely do you conduct a dot voting session? Listed here are the fundamentals:
        1. Generate concepts or checklist a set of options
        2. Arrange the choices into teams or clusters based mostly on theme or kind, as wanted
        3. Make clear voting constraints
        4. Vote
        5. Assess the end result
        6. Revote as wanted
    27. What’s a Journey Map?
      1. Typically a Journey Map is used to research an present course of and diagnose points with it, however design groups additionally use journey maps to describe a future state expertise.
    28. Asynchronous Ideation
      1. Typically a gathering in real-time received’t work out, as a consequence of scheduling or points with group dynamics. In that case, you’ll be able to run an asynchronous ideation session utilizing Slack, a digital collaboration software like Figjam, or perhaps a Google Slides deck. 
    29. Co-creation is when a design or product workforce invitations folks exterior the core workforce into the ideation course of. 
    30. Frequent errors in group Ideation
      1. Deferrals to Management
      2. Grouping by Perspective
      3. GroupThink
      4. Dominant Character Bias
      5. Distractions
    31. Analyze every answer idea based mostly on: 
      1. Desirability: Consider this as what’s precious to the consumer. 
      2. Viability: Consider this as what’s precious to the enterprise. 
      3. Feasibility: This of this as what’s technically doable. 
    32. Consequence Scanning is a approach for organizations to contemplate the potential penalties of their services or products on folks, communities, and the planet. Consequence Scanning is a course of groups use to interrogate answer ideas to contemplate their potential results by asking three key questions. 
      1. What are the supposed and unintended penalties of this services or products characteristic?
      2. Inside these supposed and unintended penalties, that are optimistic?
      3. Inside these supposed and unintended penalties, that are detrimental?
    33. A strategic imaginative and prescient is an aspirational view of a future state and a perspective on what groups ought to construct to resolve the mission’s design problem. 
    34. What Is Prototyping?
      1. A prototype is a primary move, a easy sketch of an thought you need to implement. It doesn’t must be fairly. It’s not fully thought out. It’s not last.
    35. Prototypes can be utilized in 3 ways.
      1. Ideation: To generate concepts and supply stimulus for others to construct on.
      2. Exploration: To strive other ways of doing one thing or problem assumptions.
      3. Validation: To verify {that a} design solves an issue nicely and is usable.
    36. Examples of low-fidelity prototype codecs
      1. Sketches
      2. Paper interfaces
      3. Constructing block prototypes
      4. Borrowing and recombining
      5. Stay motion + Survey
      6. Function-playing
    37. Examples of medium-fidelity prototype codecs
      1. Wireframes
      2. Mockups
      3. Splash pages
      4. Foam or 3D-printed fashions
      5. Interactive prototypes
    38. Several types of suggestions to gather
      1. Verbal suggestions
      2. Habits cues
      3. Implications
    39. Greatest practices for packaging prototype findings
      1. Create a one-page government abstract
      2. Give analytical and emotional highlights
      3. Make the doc inform the story
      4. Maintain it lean
    40. 4 widespread varieties of product roadmaps
      1. Portfolio roadmap: Exhibits the deliberate releases of a number of merchandise in a single view
      2. Technique roadmap: Shows the workforce initiatives wanted to attain the product objectives
      3. Releases roadmap: Exhibits the actions (what must be carried out, when, and who’s accountable) that should occur earlier than you’ll be able to convey the discharge to market
      4. Options roadmapExhibits the timeline for delivering new options
    41. Alignment Bringing an thought to market isn’t carried out in a vacuum. It nearly all the time entails numerous stakeholders. The aim is to align the workforce, management, and group round what you’re creating.
    42. Key stakeholders concerned in bringing an thought to market
      1. The product supervisor is accountable for getting a product to market that achieves enterprise outcomes. The product supervisor is accountable for the roadmap.
      2. Builders and designers determine dependencies, outline what’s doable, and decide how one can ship the product.
      3. UX designers and researchers be certain that consumer outcomes are recognized and achieved, and that the answer is fascinating to prospects.
      4. Knowledge and analytics stakeholders decide how one can measure efficiency and outline the information technique.
      5. Mission administration makes positive all of the events concerned full their duties and ensures that all the course of stays on monitor.
      6. Management units strategic path, identifies redundancies throughout the portfolio, and prioritizes assets.
      7. And don’t neglect different product groups like Product groups like Advertising and marketing, Gross sales, and Buyer Service. In a corporation with many tasks, usually serving the identical buyer, it’s essential for everybody to share what they’re engaged on and perceive the enterprise, consumer, and technical synergies and conflicts.
    43. Greatest practices for creating alignment with key stakeholders
      1. Know your viewers
      2. Begin early
      3. Orient round outcomes
      4. Get them concerned
      5. Create readability
      6. Anticipate objections
    44. If a product makes it to market, the primary iteration most likely received’t be excellent. To even get your product within the fingers of your prospects, you want a go-to-market (GTM) technique.
    45. What Is a Go-to-Market Technique?
      1. The product roadmap laid out the journey on your goal buyer and the enterprise and buyer outcomes you’re making an attempt to attain. However the product isn’t going to promote itself. A go-to-market technique stretches past the product roadmap with an end-goal of reaching a aggressive benefit. It’s a technique that outlines the way you’ll:
        1. Efficiently launch your product to your audience.
        2. Purchase new prospects.
        3. Drive consciousness, adoption, and engagement.
    46. Key trade-off consideration throughout the deployment
      1. Effort vs. worth
      2. Time vs. price
      3. Compromise vs. sacrifice
      4. Readability vs. consistency
      5. Aesthetics vs. usability
    47. Design debt outcomes from all the great design ideas or options that had been put aside to attain short-term objectives. In different phrases, the choices you made yesterday impression at the moment and may maintain you again
      1. Signs of design debt embody:
        1. Sluggish progress
        2. Diminished adoption and buyer satisfaction
        3. Low workforce velocity
        4. Difficulties in accommodating new options
    48. Advantages of Alignment
      1. Focus the mission workforce’s efforts on what issues most.
      2. Drive outcomes extra immediately.
      3. Enhance communication and teamwork.
      4. Enhance effectivity, since folks can act extra independently in service of the widespread objectives.
      5. Cut back the potential of friction and stray from intent, particularly at handoffs.
      6. Allow everybody to contribute their experience in a approach that helps the imaginative and prescient.
      7. Enhance workforce satisfaction as a result of members consider in what they’re doing and may see that others worth it.
      8. Enhance accountability, as a result of when everybody shares objectives, we will maintain one another accountable.
    49. What’s in danger with out Alignment
      1. Losing time and vitality on the mistaken concepts and duties.
      2. Inconclusive outcomes as a result of success isn’t nicely outlined, you’ll be able to by no means obtain clear success.
      3. Discord between stakeholders, which typically turns into discord between groups.
      4. The necessity to do re-work, together with the necessity for added investments in time and assets at a minimal.
      5. Resistance and lack of belief within the mission workforce and in design total.
      6. A lack of awareness of the significance and worth of the work and the answer imaginative and prescient.
      7. Mission failure or untimely ending as a consequence of a scarcity of help or assets.
      8. Low morale amongst workers who can’t level to profitable contributions to the group or really feel misaligned with firm values.
    50. Determination making and prioritization strategies
      1. Dot Voting 
      2. Determination Guidelines
      3. Standards Scorecard
      4. Prioritization Matrices
      5. Commerce-Off Scales
    51. Greatest practices to assist teams resolve friction and are available to alignment on a plan they’ll help
      1. Get Curious
      2. Get to the Coronary heart of the Objection
      3. Go Again to the Final Aligned Second
      4. Title the Challenges
      5. Acknowledge the Worth of Views
      6. Discover Options Genuinely
      7. Invite Collaborative Drawback-Fixing
      8. Usher in Recent Inspiration
      9. Pause, Then Revisit
    52. The poor outcomes may be attributed to a number of of those causes
      1. Insufficient change administration
      2. Lack of C-level sponsorship
      3. Expertise deficits
    53. The V2MOM enables you to make clear what you’re doing after which talk it to all the firm. It boils down to those 5 questions, which create a framework for alignment and management:
        1. Imaginative and prescient — what do you need to obtain?
        2. Values — what’s essential to you?
        3. Strategies — how do you get it?
        4. Obstacles — what’s stopping you from being profitable?
        5. Measures — how have you learnt you’ve got it?
    54. Jobs to Be Achieved, or JTBD for brief, is a framework designed to assist us outline success from a buyer perspective. It begins with a deeper inquiry that seeks to reply a easy query: What jobs are prospects hiring your services or products to do for them? JTBD empowers you to concentrate on the outcomes that folks utilizing your product need. It’s an effective way to face within the customers’ sneakers.
    55. Jobs to Be Achieved ideas
      1. Buyer-centric 
      2. Resolution Agnostic 
      3. Secure Over Time 
      4. Measurable Outcomes
    56. What’s a Journey Map?
      1. Journey maps are paperwork that visually illustrate the experiences prospects have with a enterprise or a corporation. A journey map identifies a number of issues.
    57. Under are just a few advantages of Journey Mapping
      1. Higher workforce alignment
      2. Strategic considering
      3. Deeper understanding of buyer ache factors
      4. Elevated empathy
      5. A information to measuring impression
      6. A powerful case for innovation 
    58. Who to Invite to the Journey Mapping Workshop
      1. Individuals who know your buyer – salespeople, researchers, buyer help folks, and so forth.
      2. People who find themselves generative – folks who like developing with new concepts and have a simple time brainstorming.
      3. People who find themselves optimists and realists – individuals who know what’s doable and who don’t default to “no” or consider all of the the explanation why an thought received’t work.
      4. Individuals who convey range – folks from totally different cultures, backgrounds, and disciplines.
    59. Understanding the Structure of a Journey Map is essential. Under are parts of a journey map
      1. Part
      2. Actions
      3. Ideas
      4. Emotions
      5. Touchpoints
      6. Context
      7. Alternatives
    60. Put together a journey mapping workshop
      1. Digital Workshop Logistics
        1. Plan 4 periods, 2 hours every. In digital periods, it’s tougher to maintain folks engaged for an prolonged interval.
        2. Immediate individuals to do extra preparation work forward of time to benefit from the collaboration time.
        3. Use a digital white-boarding software the workforce can use to brainstorm collectively.
        4. You probably have money and time in your funds, ship individuals a care package deal with just a few treats as a particular token of appreciation.
      2. In-Particular person Workshop Logistics
        1. Plan for a complete day of collaboration.
        2. Reserve a quiet place the place individuals can collaborate with out distractions. This will likely imply discovering a spot exterior your workplace house.
        3. Prepare the furnishings in a approach that enables for straightforward collaboration and dialogue. Attempt to keep away from classroom-style rows!
        4. Discover a house with pure lighting to create a heat setting.
        5. Present wholesome snacks and drinks all through the day.
        6. You probably have cash in your funds, give individuals one thing particular as a token of appreciation.
        7. Plan to have loads of multi-colored sticky notes, markers, foam core boards, voting dots, and coloured tape to create grids.
    61. When designing with intention, be sure you
      1. Scan for penalties
      2. Consider all stakeholders, not simply shareholders
    62. Companies that embody the 4 relationship design mindsets of their work are capable of foster sturdy relationships via the experiences they ship to prospects. These mindsets underpin all the connection design work. For finest outcomes, mix:
      1. Compassion
      2. Intention
      3. Reciprocity
      4. Braveness
    63. Phases of the design course of
      1. Uncover
      2. Outline
      3. Design
      4. Ship
      5. Deploy
    64. Rules of nice UX design
      1. Readability
      2. Effectivity
      3. Consistency
      4. Magnificence
    65. persona is a fictional character based mostly on actual, aggregated knowledge that represents a gaggle of customers based mostly on shared conduct, motivations, objectives, ache factors, or different traits. Consider a persona as a composite of a sure kind of consumer who’s essential to your work. 
    66. Consequence Scanning helps mitigate
      1. Imbalance within the Advantages of Know-how
      2. Unexpected Points
      3. Erosion of Belief
      4. Affect on the Setting
      5. Adjustments in Norms and Behaviors
      6. Displacement and Societal Shifts
    67. 4 ideas of accessibility
      1. Perceivable – Customers should be capable of understand the knowledge being introduced. The data can’t be invisible to all of a consumer’s senses
      2. Operable – Customers should be capable of function the interface. The interface can not require interplay {that a} consumer can not carry out
      3. Comprehensible – Customers should be capable of perceive the knowledge and the operation of the consumer interface. The content material or operation can’t be past the consumer’s understanding
      4. Sturdy – Customers should be capable of entry the content material utilizing all kinds of consumer brokers, together with assistive applied sciences.
  2. Instruments and Artifacts: 23%
    1. Be certain that to finish the next module in your developer org
      1. Path & Workspaces
        1. A path provides reps a visible illustration of the phases required for working via a gross sales course of. The paths you create on your gross sales groups can embody:
          1. Key fields that reps full earlier than transferring to the following stage within the gross sales course of
          2. Greatest practices
          3. Phrases of encouragement to maintain your reps pumped
          4. Hyperlinks to related Chatter posts
          5. Coverage reminders
          6. Even potential gotchas
      2. API-Led Integration for Enterprise Reinvention
        1. Connectivity is the cornerstone of the Fourth Industrial Revolution. And never your odd on a regular basis Wi-Fi or Bluetooth connectivity, however the next constancy degree of connectivity made doable by software programming interfaces (APIs).
        2. 5 Key Attributes of API-Led Connectivity
          1. Connectivity-in-context
          2. Repeatable
          3. Function-built
          4. Scalable
          5. Reciprocal
      3. Field Service Basics
        1. Field Service is used for Coordinating subject operations—together with scheduling service appointments, dispatching cell staff and tools, and monitoring automobile places, product inventory, and appointment standing
        2. Discipline Service customers
          Function Description
          Administrator Units up subject service options in keeping with their distinctive enterprise wants. Arrange contains putting in the Discipline Service managed package deal and Discipline Service cell app.
          Agent Takes customer support calls and requests subject service appointments by way of work orders, which checklist the abilities and elements which might be wanted.
          Dispatcher Assigns and manages the service appointments. The dispatcher console included within the managed package deal helps dispatchers schedule, optimize, and dispatch service appointments from one display.
          Cellular Employee or Technician Manages their service appointments. Their duties embody closing work orders, monitoring the elements they used, and offering service experiences.
        3. Discipline Service has three principal elements that work collectively to present you a whole subject service administration answer.
          1. Core Discipline Service options together with Service and Dispatcher Consoles
          2. Scheduling and optimization from a managed package deal
          3. A cell app on your cell workforce
        4. Discipline Service core options
          Function Description
          Service Territories Areas the place subject service work is carried out
          Working Hours Occasions when subject service work may be carried out for service territories, service assets, and buyer accounts. Working hours are made up of time slots: a time interval inside a day when subject service work may be accomplished.
          Service Sources Cellular workers who can carry out subject service work
          Service Crews Groups of service assets which might be assigned to service appointments as a unit.
          Abilities Abilities required to carry out subject service duties
          Time Sheets Instruments to trace the time your subject service workers are spending on duties
          Work Sorts Templates for widespread subject service work, akin to cable installations or furnace repairs
          Work Orders Requests for subject service work
          Service Appointments Appointments for subject service work
          Upkeep Plans Plans that assist you to monitor preventive upkeep work utilizing auto-generated work orders
          Product Objects Elements for providers that may be requested, required, transferred, and consumed in subject service work
          Product Requests Requests for an element or elements
          Product Transfers Transfers of stock between places.
          Return Orders Information of stock returns or repairs.
          Service Report Templates Templates for customer-facing experiences summarizing the standing of service appointment and work orders
      4. Experience Cloud Basics
        1. Expertise Cloud can be utilized to
          1. Create a number of experiences for particular wants.
          2. Prolong enterprise processes to companions and prospects.
          3. Combine knowledge (akin to orders or monetary info) from third-party suppliers.
          4. Use themes and templates to create stunning branded experiences.
          5. Use Salesforce CMS to create content material and ship it to any channel.
        2.  Typical use circumstances for a self-service portal
          1. Offers prospects one place to seek out details about your organization and merchandise
          2. Gives prospects entry to their knowledge (accounts, service tickets, payments, and so forth)
          3. Lets prospects share experiences and experience with different prospects
        3. Typical use circumstances for a companion portal
          1. Streamlined onboarding
          2. Advertising and marketing campaigns and funds
          3. Certified leads
          4. Deal registration
          5. Alternative administration
          6. Simple and fast quoting
      5. Several types of UX Mapping Strategies:
        1. Empathy mapping: Empathy maps assist workforce members perceive the consumer’s mindset.
        2. Buyer journey mapping: Buyer journey maps concentrate on a particular buyer’s interplay with a services or products
        3. Expertise mapping: Expertise maps generalize the idea of customer-journey maps throughout consumer sorts and merchandise.
        4. Service blueprinting: Service blueprints are counterparts to buyer journey maps, targeted on the workers.

          UX Mapping Cheat Sheet: Empathy Mapping, Customer Journey Mapping, Experience Mapping and Service Blueprinting
          Picture Credit score – NNGroup

      6. Three-Step Determination Framework
        1. Present (as-is) vs. future (to-be)
          1. Present mappings are based mostly on an precise “at the moment” state of what you might be mapping.
          2. Future mappings are based mostly on an “ideally suited” state for a consumer kind, expertise, or a to-be service construction.
        2. Speculation vs. analysis
          1. Speculation mappings are based mostly on an accumulation of present understanding inside a workforce or group.
          2. Analysis mapping relies on knowledge gathered particularly for constructing the map.
        3. Low-fidelity vs. high-fidelity
          • Low-fidelity maps are unpolished and sometimes created with sticky notes in a versatile, unrefined method.
          • Excessive-fidelity maps are polished, created digitally, and look last.
  3. Intangible Deliverables: 26%
    1. Differentiate Between Sympathy and Empathy
      1. Sympathy – A sympathetic response can embody emotion, however it’s targeted on retaining distance, makes a judgment in regards to the particular person or how they need to react, and doesn’t take the opposite particular person’s perspective under consideration.
      2. Empathy – An empathetic response acknowledges the opposite particular person’s perspective and feelings, communicates these again to them, and withholds judgment.
    2. Work may be organized into three classes.
      1. Duties
      2. Coordination and communication actions
      3. Organizational actions
    3. Pointers for growing optimistic, wholesome relationships at work:
      1. Settle for and rejoice a various office.
      2. Develop energetic listening expertise.
      3. Broaden different communication expertise.
      4. Take time to help these you lead.
      5. Handle expertise and anticipate its impression. 
      6. Share your knowledge and invite the knowledge of others.
      7. Develop honesty and belief.   
    4. A distant presentation reaches for optimum engagement when it’s:
      1. Clear. Craft a message that your viewers can perceive.
      2. Concise. Say as a lot as you’ll be able to in as few phrases as doable.
      3. Credible. Construct belief to realize a buyer.
      4. Compelling. Create an expertise that pulls in your viewers.
    5. Good physique language enhances your talking voice. While you current:
      1. Stand or sit ahead in an engaged posture together with your weight balanced and your toes flat on the ground.
      2. Use gestures so as to add emphasis and to assist eliminate any nervous vitality.
    6. An government abstract is a quick abstract of your mission plan. Be certain that to incorporate a very powerful and related particulars of your mission plan. Reserve the information evaluation and extra concerned particulars and charts to the mission plan itself. As an alternative, concentrate on a abstract of the mission plan. It ought to look one thing like the next:
      1. Features a one- to two-sentence descriptive abstract of the general plan.
      2. Identifies the issue.
      3. Explains your answer.
      4. Identifies who must act and what they should do.
    7. Basic issues when creating your presentation
      1. Concentrate on the Movement
      2. Have a Single Finish Aim
      3. Embrace Related Statistics 
      4. Current Knowledge So It Will get Consideration
      5. Concentrate on Slide Design
    8. Basic issues when presenting to executives
      1. Observe, Observe, Observe
      2. Get Your Timing Proper
      3. Mission Confidence
      4. Anticipate the Sudden
    9. The Ladder Canvas has three sections
      1. Face the ladder
      2. Assess every degree
      3. Restore the steps

        Picture Credit score –

    10. Collaborative Sketching Is a Highly effective UX Software
      1. UX professionals know that getting stakeholders and workforce members exterior of UX concerned in collaborative sketching actions akin to design charettes or design-studio workshops may be extremely useful. Participation in UX-led sketching periods may end up in:
        1. Elevated buy-in for design selections
        2. Range of concepts, as a consequence of individuals’ numerous views and roles
        3. Shared possession of next-step design outputs
        4. Elevated velocity and effectivity within the design course of
        5. UX publicity for folks exterior the UX subject
  4. Leveraging Adjoining Roles/Abilities: 19%
    1. A program roadmap is a excessive degree, strategic artifact, subsequently, it ought to talk the place investments are being made and the way you might be directing your workforce’s efforts to attain a aim that’s aligned to the general company goals. Communication of your program roadmap is a chance to realize sponsorship, collaboration, and alignment from cross-displinary groups.
    2. Forms of product Roadmap:
      1. An inside product roadmap communicates the hassle and actions required to get your product prepared for the market. This inside artifact is particularly helpful to coordinate throughout your engineering, advertising and marketing, gross sales, and help groups.
      2. public product roadmap communicates the timeline when you’ll ship the options to your prospects. Architects and different stakeholders will use this info to plan their implementations and shopping for selections. 
    3. Steps to create a roadmap
      1. Collaborate carefully with every of the dependent groups recognized in your roadmap.
      2. Begin with phased method then tackle foundational gadgets early – particularly if these foundational actions are required to allow future, extra transformational phases.
      3. Seek advice from your functionality hole evaluation for an inventory of all required adjustments. Place this stuff in your roadmap in a logical sequence figuring out dependencies and every other vital path parts.
      4. Establish a roadmap speculation – Low hanging fruit first, BHAG first, self-funding and so on. Then, sustaining the sequence/order, place every merchandise from three in one of many phases by aligning with the enterprise worth impression.
      5. Bear in mind to suppose huge, begin small, transfer quick!
    4. Behavioral economics is a self-discipline inspecting how emotional, social and different elements have an effect on human decision-making, which isn’t all the time rational. As customers don’t all the time have secure preferences or act of their finest pursuits, designers can information their selections by way of strategic selection structure—e.g., pricing construction.
    5. Perceive Course of Mapping
      1. Course of mapping creates visible representations of enterprise processes. It contains any exercise that defines what a enterprise does, who’s answerable for what, how normal enterprise processes are accomplished, and the way success is measured. 
    6. Advantages of Course of Mapping
      1. Make understanding and speaking the method a lot simpler amongst groups, stakeholders, or prospects.
      2. Assist determine flaws within the course of and the place enhancements must be made.
    7. UPN stands for Common Course of Notation and it’s the easiest method of mapping enterprise processes visually. By creating easy flows and diagrams, everybody within the firm can perceive how totally different elements of the enterprise works.
    8. Rules of UPN
      1. Not more than 8-10 exercise packing containers on a display
      2. Drill down from an exercise field to a decrease degree to explain the element
      3. Connect supporting info to an exercise field
      4. View and edit managed by entry rights
      5. Model management and historical past of adjustments at a diagram degree
    9. Different Course of Diagrams
      1. Functionality Mannequin – Functionality fashions or business blueprints checklist out the excessive degree course of areas. These are helpful for scoping out the precise space that you’re mapping and to point out the context inside the total enterprise.
      2. Detailed Course of Map – An in depth course of map is a flowchart that exhibits a drill-down model of a course of that comprises all the small print of every step of the method and any subsequent steps alongside the best way.
      3. SIPOC – SIPOC stands for Suppliers, Inputs, Course of, Outputs and Clients. SIPOC is a course of mapping and enchancment technique that summarizes the inputs and outputs of a number of processes utilizing a SIPOC diagram.
      4. Worth Stream Map – A worth stream map is used to visualise the circulation of fabric and data that’s wanted to convey a product to the shopper.
    10. Tricks to determine enterprise course of mapping instruments and software program
      1. Drag-and-drop interface
      2. Formatting capabilities
      3. Safety and versioning
      4. Publishing and sharing capabilities
      5. Intuitive design
    11. Enterprise course of mapping steps
      1. Establish the method you could map
      2. Create a successful workforce
      3. Collect all vital info
      4. Develop the method map
      5. Analyze the method map
      6. Develop new, higher steps
      7. Handle the method
    12. Greatest Practices of Course of Mapping
      1. Apply enterprise course of mapping to the fitting varieties of processes
      2. Be clear in regards to the focus of your course of mapping
      3. Get somebody expert to map your processes
      4. Validate your maps.
      5. Don’t repair your processes till they’re totally mapped
      6. Construct the fitting workforce
      7. Maintain it easy
      8. Work together with your stakeholders.
    13. Why Enterprise Evaluation expertise are essential
      1. Enterprise evaluation will increase Salesforce adoption
      2. Enterprise evaluation reduces rework
      3. Enterprise evaluation impacts structure
      4. Enterprise evaluation will increase agility and drives digital transformation

Formative Evaluation:

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