Question 1

A Sales team is having trouble interacting with Contact records in Sales Cloud. They cannot find the
information they need, and many of the visible record fields are not relevant to sales activities. On
top of that, they complain the page load time is very long.
Which approach should be recommended to improve their experience?

Accepted Answer

A

Explanation: The best approach to improve the Sales team’s experience with Contact records in Sales Cloud is to run the Salesforce Optimizer App to identify fields not in use. The Salesforce Optimizer App is a free tool that scans the Salesforce org and provides a diagnostic report on the performance and health of the org1. It analyzes how the org uses various features, such as fields, triggers, layouts, profiles, reports, and more, and suggests customizations and improvements based on best practices1. By running the Salesforce Optimizer App, the Sales team can find out which fields are not being used or are redundant, and remove or hide them from the Contact record page. This way, they can simplify the page layout, reduce the page load time, and focus on the fields that are relevant to their sales activities2. Moving all unused fields to a separate section at the bottom of the page is not a good option, as it does not solve the problem of having too many fields on the page. It would still affect the page load time and the user experience, as the users would have to scroll down to see the entire page. Moreover, it would not help the users to find the information they need, as the fields would not be organized in a logical or meaningful way3. Implementing In-App Guidance to help users focus on the most important fields is also not a good option, as it does not address the root cause of the problem, which is having too many fields on the page. In-App Guidance is a feature that allows admins to create custom prompts and walkthroughs to guide users through tasks or processes on Salesforce Lightning pages4. It can be useful for user training, onboarding, or adoption, but it cannot replace the need for a clean and efficient page layout. In fact, having too many prompts or walkthroughs on the page can be distracting and annoying for the users, especially if they are not relevant or helpful4. Reference: Run the Salesforce Optimizer App Improve Your Implementation with Salesforce Optimizer Page Layouts In-App Guidance in Lightning Experience

Question 2

A UX Designer wants to understand the mental model of employees who have requested a new
internal community, The brief specifies what the employees should be able to do on the site, but the
designer needs to suggest a suitable architecture.
Which technique should be used?

Accepted Answer

D

Explanation: Card sorting is a technique that helps UX designers understand the mental model of users and how they organize information into categories. Card sorting involves giving users a set of cards, each with a piece of information or a feature, and asking them to sort them into groups that make sense to them. The designer can then analyze the results and identify patterns, similarities, and differences among the users’ categorizations. Card sorting can help the designer suggest a suitable architecture for the new internal community, based on how the employees think about the site’s content and functionality. Card sorting can be done in person or online, using tools like OptimalSort or UserZoom1. Reference: [Salesforce Certified User Experience Designer Exam Guide], Section 2.1: Conduct user research [UX Designer Certification Prep: User Research], Unit 3: User Research Methods [Prepare for Your UX Designer Credential], Trailmix: User Research [Card Sorting: A Definitive Guide]1

Question 3

Cloud Kicks has asked its UX Designer to optimize its Salesforce instance to help the IT help desk
team quickly resolve queued Case. The requirements include:
* The ability to view their Case queue while working a particular Case.
* A persistent place to create Notes.
Which two Salesforce configuration features should be recommended?
Choose 2 answers

Accepted Answer

Explanation: A docked utility bar is a Salesforce configuration feature that allows users to access common productivity tools, such as notes, history, or macros, from a fixed footer at the bottom of the screen1. A list view - split view is a Salesforce configuration feature that allows users to see a list view and a record side by side in a split-screen layout2. These two features can help the IT help desk team quickly resolve queued cases by providing them with a persistent place to create notes and the ability to view their case queue while working a particular case. Dynamic forms and activity timeline are not relevant for this scenario, as they do not address the requirements of the IT help desk team. Reference: Utility Bar - Salesforce Help and Split View - Salesforce Help

Question 4

W UX wants to customer the end user’s Salesforce app experience. Which two administrator capabilities should be used for mobile navigation menu setup? Choose 2 answers

Accepted Answer

Explanation: The Salesforce Navigation Setup mode allows the administrator to customize the navigation menu and navigation bar of the Salesforce mobile app using the Mobile Only app. The administrator can select the Lightning pages, Visualforce pages, Lightning components, and other productivity items that they want to appear in the navigation menu and navigation bar. The administrator can also reorder the navigation items and create tabs for them. To customize navigation items, in the Quick Find box, enter Navigation, and select Salesforce Navigation 1. Visualforce pages and Lightning pages can be included in the navigation menu and navigation bar of the Salesforce mobile app, as long as they have tabs created for them. To create a tab, from Setup, enter Tabs in the Quick Find box, and select Tabs 1. Reference: [Customize the Mobile Only Navigation Menu in the Salesforce Mobile App] (https://help.salesforce.com/s/articleView?id=sf.salesforce_app_customize_nav_menu.htm&langua ge=en_US&type=5)

Question 5

Cloud Kicks(CK) is incorporating Relationship Design principle into its business model and customer offerings wherever possible. Choose 3 answers

Accepted Answer

A, C, E

Explanation: Relationship Design is a creative practice that drives social and business value by building strong relationships. It is based on four mindsets: compassion, intention, courage, and reciprocity. Cloud Kicks can incorporate Relationship Design principles into its business model and customer offerings by adopting these mindsets and applying them to its products, services, and interactions. Some examples of how Cloud Kicks can do this are: Prioritizing innovation over copying the competition. This shows that Cloud Kicks is courageous and intentional in creating unique and valuable solutions that meet the needs and expectations of its customers and communities. Cloud Kicks can use design thinking methods, such as empathy mapping, ideation, and prototyping, to generate and test new ideas that solve real problems and create positive impact 1. Reframing products in terms of user value over features and functions. This shows that Cloud Kicks is compassionate and reciprocal in understanding and communicating the benefits and outcomes that its products and services can deliver to its customers and stakeholders. Cloud Kicks can use value proposition design tools, such as the value proposition canvas, to identify and articulate the jobs, pains, and gains of its customers, and how its products and services can address them 2. Uncovering customer needs over broadcasting product benefits. This shows that Cloud Kicks is intentional and reciprocal in listening and learning from its customers and co-creating solutions with them. Cloud Kicks can use user research methods, such as interviews, surveys, and observations, to discover and validate the needs, p

Question 6

Cloud Kicks (CK) wants to better deliver products to its customers. CK's UX Designer has an
innovative solution but is struggling to get the team to visualize where and why it fits into what the
customer does.
Which technique should be used?

Accepted Answer

B

Explanation: A storyboard is a visual representation of a user’s journey with a product or service. It shows how the user interacts with the product or service in a specific context, what their goals and pain points are, and how the product or service solves their problems or meets their needs. A storyboard typically consists of a series of sketches or illustrations that depict the user’s actions, thoughts, and emotions at each step of the journey1. A storyboard is the most suitable technique for CK’s UX Designer to use in this case, because it can help them communicate their innovative solution to the team and show where and why it fits into what the customer does. A storyboard can also help the UX Designer to validate their assumptions, test their ideas, and get feedback from the team and the customers. A storyboard can also inspire the team to generate more ideas and solutions, and align them with the user’s perspective2. Personas are fictional characters that represent the potential users of a product or service. They are based on user research and data, and they describe the user’s demographics, behaviors, motivations, goals, and frustrations. Personas are useful for understanding the user’s needs and expectations, and for designing products or services that cater to them. However, personas alone are not enough to show how the user interacts with the product or service in a specific context, or how the product or service solves their problems or meets their needs. Personas need to be complemented with other techniques, such as scenarios, user stories, or storyboards, to illustrate the user’s journey3. A high-fidelity prototype is a realistic and interactive simulation of a product or service. It mimics the look, feel, and functionality of the final product or service, and it can be used for testing and evaluation purposes. A high-fidelity prototype is useful for demonstrating the features and benefits of a product or service, and for getting feedback from the users and stakeholders. However, a high- fidelity prototype is not the best technique for showing where and why a product or service fits into what the customer does, as it focuses more on the details and specifics of the product or service, rather than the context and situation of the user. A high-fidelity prototype is also more time- consuming and resource-intensive to create than a storyboard, and it may not be necessary at the early stages of the design process. Reference: 1: What is Storyboarding in UX Design? | Adobe XD Ideas 2: How to Use Storyboarding in UX Design | Toptal 3: User Personas, Scenarios, User Stories And Storyboards: What’s the Difference? | by Justinmind | UX Planet : What Kind of Prototype Should You Create? | IxDF

Question 7

Following a human-centered design process approach, Cloud Kicks is preparing a user feedback
session for an app that is not performance as anticipated.
Inwhich two ways could confirmation bias be avoided?
Choose 2 answers

Accepted Answer

Explanation: Confirmation bias is the tendency to seek out and prefer information that supports our preexisting beliefs, while ignoring or rejecting information that contradicts them. Confirmation bias can affect the validity and reliability of user feedback, as it can lead to biased questions, selective interpretation, and skewed results. To avoid confirmation bias in user feedback, Cloud Kicks can follow these two strategies: Interview users about the intended use of the product to support the questionnaire creation. This can help Cloud Kicks to understand the user needs, expectations, and goals, and to design questions that are relevant, clear, and unbiased. By interviewing users, Cloud Kicks can also avoid making assumptions about the user behavior, p

Question 8

How would a UX Designer differentiate between voice and tone?

Accepted Answer

A

Explanation: Voice and tone are two aspects of writing that affect how the reader perceives and responds to the content. Voice is the consistent expression of the writer’s or the brand’s personality, values, and attitude. Voice reflects who the writer or the brand is, and what they stand for. Tone is the variation of the voice depending on the context, audience, and purpose of the content. Tone is the way in which the writer or the brand speaks to the reader, and how they convey their emotions, intentions, and expectations. Tone can change depending on the situation, the message, and the reader’s needs and feelings12. For example, at Salesforce, we have a voice that is friendly, helpful, and empowering. We use simple, clear, and conversational language that shows our respect and appreciation for our customers, partners, and community. We also use humor, metaphors, and storytelling to make our content engaging and memorable. However, our tone can vary depending on the type and goal of the content. For instance, when we write instructional content, such as Trailhead modules or user guides, our tone is more informative, instructive, and supportive. We use active voice, imperative mood, and positive feedback to guide the learner and encourage their progress. When we write promotional content, such as blog posts or social media posts, our tone is more persuasive, enthusiastic, and inspiring. We use rhetorical devices, emotional appeals, and calls to action to attract the reader and motivate them to take action34. Therefore, a UX Designer would differentiate between voice and tone by understanding that voice reflects personality, and tone is the way in which one speaks. Reference: Voice and Tone - Lightning Design System, How To Create a Voice and Tone Program For Your Brand | Salesforce, Learn Why We Write the Way We Do Unit | Salesforce Trailhead, Write for Trailhead Unit | Salesforce Trailhead

Question 9

Cloud Kicks wants to improve its Salesforce org to provide tailored functionality that enables sales
representatives to provide quick, competitive pricing and close deals faster.
What is the benefit of Lightning Console Apps in this scenario for the sales representatives?

Accepted Answer

C

Explanation: Lightning console apps are designed to help users work faster and more efficiently by providing a workspace where they can access multiple records and their related records on the same screen. Users can complete actions with a single click, such as creating records, logging calls, sending emails, and updating fields, without losing context or switching tabs. Lightning console apps also support keyboard shortcuts, macros, and quick text to speed up common tasks. Lightning console apps are especially useful for sales representatives who need to provide quick, competitive pricing and close deals faster. They can also use Lightning console apps to view and manage their pipeline, collaborate with team members, and track their performance. Organizing items in the utility bar and adding records to Favorites are features that are available in any Lightning app, not just Lightning console apps. Reference: Salesforce Console in Lightning Experience, Create and Edit a Custom Lightning Console App, Create a Lightning Console App

Question 10

What is a goal of usability testing?

Accepted Answer

B

Explanation: Usability testing is a method of evaluating how easy and intuitive a product or service is to use by observing real users performing specific tasks. It can help identify usability issues, user needs, and user satisfaction. A goal of usability testing is to learn about the user’s behavior and p

Question 11

A UX Designer wants to conduct customer interviews as part of discovery research. Which best practice should be followed while conducting these interviews?

Accepted Answer

B

Explanation: Customer interviews are a qualitative research method that allows the UX Designer to understand the needs, goals, pain points, and behaviors of the target users. To conduct effective customer interviews, the UX Designer should follow some best practices, such as: Engage in a friendly and informal way: The UX Designer should try to establish rapport and trust with the interviewee, and make them feel comfortable and relaxed. This can help elicit honest and candid responses, and encourage the interviewee to share more details and stories. The UX Designer should use a conversational tone, smile, and show interest and empathy12 Ask open-ended questions: The UX Designer should avoid asking yes/no questions, or questions that lead or suggest a specific answer. Instead, the UX Designer should ask open-ended questions that allow the interviewee to express their thoughts and feelings in their own words. The UX Designer should also probe deeper by asking follow-up questions, such as “why?”, “how?”, or “can you tell me more about that?” 12 Listen actively and attentively: The UX Designer should focus on listening to the interviewee, and avoid interrupting, judging, or correcting them. The UX Designer should also use verbal and non- verbal cues, such as nodding, eye contact, and paraphrasing, to show that they are paying attention and understanding the interviewee. The UX Designer should also take notes or record the interview, with the interviewee’s permission, for later analysis12 Ignore vague or general answers: This is not a best practice, because vague or general answers can indicate that the interviewee is not comfortable, engaged, or clear about the question. The UX Designer should try to clarify the question, or ask more specific or concrete questions, to elicit more meaningful and relevant responses12 Analyze findings in the moment: This is not a best practice, because analyzing findings in the moment can distract the UX Designer from listening to the interviewee, and bias their interpretation of the data. The UX Designer should wait until the interview is over, and review the notes or recordings, before analyzing the findings and identifying patterns, insights, and opportunities12 Reference: Customer Interviews: The Ultimate Guide - User Interviews How to Conduct User Interviews - Interaction Design Foundation

Question 12

An organization must be digitally accessible to enable social opportunity. What are three core principles of Web Content Accessibility Guidelines (WCAG)? Choose 3 answers

Accepted Answer

Explanation: These are three of the four core principles of Web Content Accessibility Guidelines (WCAG), which provide a set of standards and best practices for making web content accessible to people with disabilities. The fourth principle is Perceivable, which means that the information and user interface components must be presented in ways that users can perceive. The principles are further divided into 13 guidelines and three levels of conformance (A, AA, and AAA). Reference: [Web Content Accessibility Guidelines (WCAG) Overview] [WCAG 2.1 at a Glance]

Question 13

A UX Designer wants to plan and communicate the intended page layouts of a community portal. Which tool should they use?

Accepted Answer

B

Explanation: The tool that the UX Designer should use to plan and communicate the intended page layouts of a community portal is wireframes. Wireframes are low-fidelity sketches or diagrams that show the basic structure, content, and functionality of a web page or app screen. Wireframes help the UX Designer to visualize the layout of the portal, arrange the elements according to their importance and relevance, and communicate the design concept to the stakeholders and developers. Wireframes are one of the learning objectives for the Salesforce User Experience Designer certification 1. Reference: [Wireframes - Lightning Design System] https://careerfoundry.com/en/blog/ux-design/website-app-wireframe-examples/

Question 14

Cloud Kicks (CK) has finished conducting research and has synthesized the findings. CK nowplans to
collaboratively redesign services with stakeholders to address issues uncovered in the study.
Which process should be used?

Accepted Answer

A

Explanation: A service-blueprinting workshop is a process that involves mapping out the flow of a service, identifying the touchpoints, actors, processes, and systems that are involved, and highlighting the pain points and opportunities for improvement. A service-blueprinting workshop is a collaborative and creative way to redesign services with stakeholders, as it allows them to see the big picture, empathize with the users, and co-create solutions. A service-blueprinting workshop is suitable for Cloud Kicks (CK) after they have finished conducting research and synthesizing the findings, as it will help them address the issues uncovered in the study and design better service experiences for their customers. Reference: Service Design Service Blueprints, How to create a service blueprinting facilitation guide, Workshop exercise: Service Blueprint

Question 15

A UX Designer is customizing the look and feel of a site using Experience Builder and needs to choose
a color for the text and the background of the buttons.
Which accessibility guideline should be considered?

Accepted Answer

B

Explanation: The accessibility guideline of distinguishable means that the information and user interface components must be presented to users in ways that are perceptible. This includes using sufficient contrast between text and background colors, providing text alternatives for non-text content, and making it easier for users to see and hear content. When choosing a color for the text and the background of the buttons, the UX Designer should consider the contrast ratio between them, which should be at least 4.5:1 for normal text and 3:1 for large text. This will ensure that the buttons are visible and readable for users with different visual abilities. Reference: [1]: Web Content Accessibility Guidelines (WCAG) 2.1, Principle 1: Perceivable [2]: Web Content Accessibility Guidelines (WCAG) 2.1, Success Criterion 1.4.3 Contrast (Minimum)

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