Q: 11
A consultant for Universal Containers is preparing to migrate the company's legacy CRM to Sales
Cloud. The admin for the previous system is enthusiastic about Sales Cloud and driving the
objectives of the implementation, but end users have expressed dissatisfaction about moving to a
new platform.
How should the consultant determine and validate their approach with end users?
Options
Discussion
A imo, but if end users were actually onboard already, B could arguably matter more.
Guessing A is the best pick. Champions act as a bridge to validate whether actual user needs are being addressed, especially when users are hesitant about change. B seems like a trap since exec KPIs don’t guarantee end user satisfaction. Pretty sure about this, but open to other views if you think otherwise.
Option A. had something like this in a mock and it was about user champions helping with adoption.
A is the best choice here. Getting a champion means real end user feedback and keeps adoption on track. Practice exams often say involving users early is key. Official guide covers this approach too.
I don’t think interviewing execs (B) really gets at what end users actually need here. A is stronger since a champion can relay concerns and help validate if the new setup is working for the real users, not just management. Option C seems like a distraction, mostly technical focus. Pretty sure A fits best but happy to hear if anyone feels differently.
Not sure B fits since it’s more exec-focused, not end user validation. A is better for actual user buy-in, classic trap here!
Probably A, but if the question asked for initial assessment instead of ongoing validation, would B make more sense?
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