Discovery13% of the exam
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.
Given a scenario, describe how Salesforce can add value to user experiences.
~5 min read · 6 practice questions ·
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
Four value levers
- Detail
- Increase revenue, reduce cost, improve productivity, increase strategic capabilities
"Too overwhelming"
- Detail
- Prove day-one impact; phase implementation and costs
"Too expensive"
- Detail
- Demonstrate the larger market opportunity
"Need time to decide"
- Detail
- Show cost of waiting versus early quick wins
Roadmap start
- Detail
- Minimum loveable product, then iterative phases
Persona value areas
- Detail
- Roadmap and licensing, tailored training, targeted research
KCS benefits
- Detail
- Better customer experience, less attrition, shorter new-hire training
KCS verification
- Detail
- Service Cloud and Knowledge are KCS v6-Verified
- 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?
The questions are free to read. Answers with their sources and self-grading are included with the pack.
Keep reading with the Platform User Experience Designer pack
- Core concepts
- Exam traps
- Worked scenario
The pack includes:
- All 22 lessons of the Platform User Experience Designer guide, with reading progress
- Interactive decision walks and step-by-step sequence steppers
- Inline practice questions and one-click topic practice (6 questions for this lesson)
- An official source cited for every claim
- An AI tutor that answers from the guide
- Unlimited timed practice exams