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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Discovery | 13% | - User Needs and Requirements Gathering - Salesforce UX Personas and Processes - Research Methods and Tools - Business Value of Salesforce UX |
| Topic 2: Prototyping & Validation | - Prototyping Methods - Usability Testing and Iteration | |
| Topic 3: Salesforce Platform UX Implementation | - Declarative UX Configuration - Mobile UX and Responsive Design - Lightning Design System (SLDS) | |
| Topic 4: UX Fundamentals | 16% | - Branding and Visual Design Impact - Usability and Information Architecture - Accessibility and Inclusive Design - Human-Centered Design Principles |
| Topic 5: Design Strategy & Solutioning | - Problem Definition and Scoping - Journey Mapping and Experience Design |
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NEW QUESTION # 17
What are three benefits of asking the user to think aloud during a user task? Choose 3 answers
Answer: C,D,E
Explanation:
Asking the user to think aloud during a user task has the following benefits12:
A) No special equipment needed. Thinking aloud is a simple and low-cost method that does not require any special equipment or software. The user only needs a microphone or a phone to record their voice, and the tester only needs a way to listen and observe the user's actions.
D) Flexibility. Thinking aloud is a flexible method that can be applied to various types of tasks, products, and platforms. It can also be conducted remotely or in-person, synchronously or asynchronously, moderated or unmoderated, depending on the needs and preferences of the tester and the user.
E) Raw stream of thought. Thinking aloud provides a raw and rich stream of data that reveals the user's thoughts, feelings, expectations, assumptions, motivations, and frustrations as they interact with the product. It can help the tester to understand the user's mental model, decision-making process, and satisfaction level.
NEW QUESTION # 18
A UX Designer wants to ensurenew Salesforce users are given the appropriate onboarding experience.
Which two on-App Guidance customizations should be used?
Answer: B,C
Explanation:
To ensure new Salesforce users are given the appropriate onboarding experience, a UX Designer should use the following two on-App Guidance customizations:
Specify prompt scheduling: This allows the designer to control when and how often the prompts appear to the users, based on criteria such as start and end dates, frequency, and snooze duration. This way, the designer can tailor the onboarding experience to the users' needs and preferences, and avoid overwhelming or annoying them with too many or irrelevant prompts.
Set prompt permissions: This allows the designer to target the prompts to specific user groups, based on profiles and permissions. This way, the designer can ensure that the prompts are relevant and useful to the users, and avoid showing them information that they do not need or have access to.
Salesforce In-App Guidance: Enhance Your User Experience
Create and Manage In-App Guidance Prompts
NEW QUESTION # 19
A UX Designer is asked to build a solution in Salesforce to accommodate a call center's process and make it easier for them to log complaints.
How should the designer illustrate the existing process, including the pain points and opportunities?
Answer: A
Explanation:
The best way for the designer to illustrate the existing process, including the pain points and opportunities, is to observe the complaints process and create a journey map. A journey map is a visual representation of the customer's or user's experience with a product or service, from their perspective. It shows the steps, interactions, thoughts, feelings, touchpoints, context, and opportunities for improvement along the way. A journey map can help the designer to understand the current state of the complaints process, identify the pain points and gaps, and prioritize the areas for intervention. A journey map can also help to communicate the user's needs and expectations to the stakeholders and developers, and align them on a common vision for the solution.Reference:
:Start Your Journey Map Unit | Salesforce Trailhead
:Add Journey Mapping to Your Solution Toolbox Unit | Salesforce Trailhead
:Customer Journey Mapping Resources - Salesforce
NEW QUESTION # 20
Cloud kicks is planning its einstein Bot implementation and has identified common issues the Bot can resolve. CK has determined that extensive technical planning is needed for bot effectiveness and customer satisfaction
Answer: A
Explanation:
User interface planning is an essential part of the Einstein Bot implementation process, as it involves designing the bot's appearance, behavior, and interactions with the customers. User interface planning can affect the bot's effectiveness and customer satisfaction, as it can influence the clarity, efficiency, consistency, and beauty of the bot's experience.User interface planning includes1:
Choosing a bot avatar and name that match the brand and tone of the company Configuring the bot greeting and fallback messages that set the expectations and boundaries of the bot's capabilities Designing the bot dialogues and menus that guide the customers through the conversation and provide relevant options and information Testing and iterating the bot user interface based on user feedback and analyticsEinstein Bots Project Planning | Salesforce Trailhead
NEW QUESTION # 21
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?
Answer: C
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
NEW QUESTION # 22
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