Plat-UX-102 Sample Questions & Answers
Writing strong challenge statements and defining what success looks like takes the biggest share under value design, plus matching what users need to what Salesforce can do, building consensus and telling the story well, and turning ideas into a roadmap for delivery.
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- Question 1Advanced
Value Design · Evaluating Internal Organizational Dynamics
A Strategy Designer is conducting stakeholder mapping for a digital transformation project. They identify a 'Skeptical Gatekeeper' who has high power/influence but low interest in the project's success. According to standard stakeholder mapping strategies, how should this stakeholder be managed?
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Correct answer: C
Stakeholders with High Power but Low Interest must be 'Kept Satisfied'. They have the power to block the project if they become annoyed or perceive risk, but they don't care enough to be actively involved. The strategy is to meet their basic requirements and avoid giving them reasons to use their power negatively.
quadrantChart title Stakeholder Mapping Matrix x-axis Low Interest --> High Interest y-axis Low Power --> High Power quadrant-1 Manage Closely quadrant-2 Keep Satisfied quadrant-3 Monitor quadrant-4 Keep Informed "Project Champion": [0.9, 0.9] "Skeptical Gatekeeper": [0.15, 0.85] "End User": [0.8, 0.2] "Observer": [0.1, 0.1] - Question 2Advanced
Tools and Artifacts · Connecting User Needs to Salesforce Capabilities
Case Study: GlobalRetail Inc.
GlobalRetail Inc. is suffering from high customer churn. Their support agents use Salesforce Service Cloud but complain that they have to switch between five different legacy systems to find order status, shipping details, and loyalty points. The CIO believes the solution is to 'build a custom UI in React' to replace Salesforce.
As the Strategy Designer, you conduct user research and find the root cause is data fragmentation, not the UI itself. You want to propose an alternative that leverages Salesforce capabilities.
Which recommendation best addresses the user need while maximizing platform value?
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Correct answer: D
This solution addresses the root cause (data fragmentation/swivel-chair interface) by integrating the data sources and displaying them within the existing Salesforce Service Console. This leverages the platform's integration and UI capabilities (MuleSoft + Lightning Platform) rather than building a high-maintenance custom app outside of the core workflow.
- Question 3Intermediate
Value Design · Defining Success Metrics and Signals
When defining success metrics for a new partner portal, a client suggests tracking 'Total Number of logins per month'. The Strategy Designer suggests this is a 'vanity metric' and proposes tracking 'Partner Deal Registration Rate' instead. Why is the second metric superior for strategy design?
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Correct answer: C
Deal Registration Rate measures an outcome that drives business value (revenue pipeline), whereas login counts only measure activity. A user might log in and do nothing. Strategy Design metrics should always tie back to the realization of the business objective.
- Question 4Beginner
Value Design · Understanding External Context for Innovation
Which framework is MOST appropriate for analyzing the external context—specifically political, economic, social, and technological factors—that might impact a design strategy?
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Correct answer: B
PESTLE (Political, Economic, Social, Technological, Legal, Environmental) is the standard framework for analyzing external macro-environmental factors. SWOT mixes internal (Strengths/Weaknesses) and external (Opportunities/Threats).
- Question 5Intermediate
Tools and Artifacts · Methods of Co-Creation
A Strategy Designer needs to visualize the end-to-end customer experience, including both the user's visible actions and the invisible backstage processes (Salesforce automation, API calls, employee actions) that support them. Which artifact should they create?
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Correct answer: B
A Service Blueprint extends a Journey Map by including the 'Line of Visibility'. It maps front-stage user actions against back-stage processes and support systems (like Salesforce automation), making it the correct choice for visualizing the entire service delivery ecosystem.
- Question 6BeginnerSelect 2
Tools and Artifacts · Feasibility, Desirability, and Viability Criteria
Select TWO primary components of the 'IDEO Three Lenses of Innovation' framework used to evaluate strategic design concepts.
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Correct answers: C, D
The three lenses are Desirability (Human), Feasibility (Technical), and Viability (Business).
The three lenses are Desirability (Do people want it?), Feasibility (Can we build it?), and Viability (Does it make business sense?).
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