# Business value, roadmaps and stakeholder buy-in

*Platform User Experience Designer Study Guide · Discovery · Last updated October 16, 2026 · https://www.certifyforce.com/study-guide/user-experience-designer/discovery/business-value-roadmaps-and-stakeholder-buy-in*

How a UX designer shows the value of a Salesforce experience: the four value levers of a business case, a phased roadmap that starts with a minimum loveable product, persona-driven licensing, training and research, Knowledge-Centered Service with Lightning Knowledge as a worked value example, and the right answer to each executive objection.

- Certification: Salesforce Platform User Experience Designer
- Exam section: Discovery
- Study guide: https://www.certifyforce.com/study-guide/user-experience-designer

**Official exam objective:**

> Given a scenario, describe how Salesforce can add value to user experiences.

## What the exam expects

- Name the value levers a business case can claim and match them to a scenario's outcomes.
- Recommend a phased roadmap that starts with a minimum loveable product (MLP) instead of a big-bang release.
- Use personas to add value to licensing, training and research decisions.
- Recognize where Salesforce itself adds value, such as Knowledge-Centered Service (KCS) on Lightning Knowledge.
- Answer executive objections with the matching business-case response.
- Key terms: **value lever** (a business outcome a case can claim); **MLP** (the smallest first release users will love); **KCS** (a methodology that makes knowledge part of solving cases); **cost of waiting** (the value lost by delaying a decision).

## Key facts

| Fact | Detail | Source |
|---|---|---|
| Four value levers | Increase revenue, reduce cost, improve productivity, increase strategic capabilities | [Build Your Business Case and Roadmap](https://trailhead.salesforce.com/content/learn/modules/innovation_solution/innovation_solution_build_business) |
| "Too overwhelming" | Prove day-one impact; phase implementation and costs | [Build Your Business Case and Roadmap](https://trailhead.salesforce.com/content/learn/modules/innovation_solution/innovation_solution_build_business) |
| "Too expensive" | Demonstrate the larger market opportunity | [Build Your Business Case and Roadmap](https://trailhead.salesforce.com/content/learn/modules/innovation_solution/innovation_solution_build_business) |
| "Need time to decide" | Show cost of waiting versus early quick wins | [Build Your Business Case and Roadmap](https://trailhead.salesforce.com/content/learn/modules/innovation_solution/innovation_solution_build_business) |
| Roadmap start | Minimum loveable product, then iterative phases | [Build Your Business Case and Roadmap](https://trailhead.salesforce.com/content/learn/modules/innovation_solution/innovation_solution_build_business) |
| Persona value areas | Roadmap and licensing, tailored training, targeted research | [Work with Personas](https://trailhead.salesforce.com/content/learn/modules/ux-personas-for-salesforce/work_with_personas) |
| KCS benefits | Better customer experience, less attrition, shorter new-hire training | [Get Started with Knowledge-Centered Service](https://trailhead.salesforce.com/content/learn/modules/knowledgecentered-service-in-lightning-knowledge/get-started-with-knowledgecentered-service) |
| KCS verification | Service Cloud and Knowledge are KCS v6-Verified | [Get Started with Knowledge-Centered Service](https://trailhead.salesforce.com/content/learn/modules/knowledgecentered-service-in-lightning-knowledge/get-started-with-knowledgecentered-service) |

## Check yourself

- Why start a roadmap with a minimum loveable product?
- When would a designer show the cost of waiting?
- How do personas make training more valuable?

## Sources

- [Business Case & Roadmap Creation](https://trailhead.salesforce.com/content/learn/modules/innovation_solution/innovation_solution_build_business)
- [Work with Personas](https://trailhead.salesforce.com/content/learn/modules/ux-personas-for-salesforce/work_with_personas)
- [Get Started with Knowledge-Centered Service](https://trailhead.salesforce.com/content/learn/modules/knowledgecentered-service-in-lightning-knowledge/get-started-with-knowledgecentered-service)
- [Learn About Agentforce Service Personas](https://trailhead.salesforce.com/content/learn/modules/ux-personas-for-salesforce/learn_about_service_cloud_personas)
- [Learn About Agentforce Sales Personas](https://trailhead.salesforce.com/content/learn/modules/ux-personas-for-salesforce/learn_about_sales_cloud_personas)

## About the full unit

The "Core concepts", "Exam traps" and "Worked scenario" sections of this unit, its 6 linked practice questions, and unlimited timed mock exams are included with the Platform User Experience Designer pack (USD $19): https://www.certifyforce.com/practice-exams