Strategy Designer Practice Questions - Salesforce Certified Strategy Designer Exam

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A journey map is created for a customer's onboarding experience with Salesforce. The map includes stages, touchpoints, user emotions, and pain points. What is the PRIMARY purpose of including emotion annotations on the journey map?

To identify moments of high frustration or delight that signal where design intervention will have the greatest impact To measure customer satisfaction scores against industry benchmarks To document the system state at each Salesforce touchpoint in the onboarding flow To assign emotional ownership of each stage to a specific team member

Correct Answer:

To identify moments of high frustration or delight that signal where design intervention will have the greatest impact

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