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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Discovery | 13% | - Salesforce UX Personas and Processes - Business Value of Salesforce UX - Research Methods and Tools - User Needs and Requirements Gathering |
| Topic 2: UX Fundamentals | 16% | - Accessibility and Inclusive Design - Human-Centered Design Principles - Usability and Information Architecture - Branding and Visual Design Impact |
| Topic 3: Prototyping & Validation | - Prototyping Methods - Usability Testing and Iteration | |
| Topic 4: Design Strategy & Solutioning | - Journey Mapping and Experience Design - Problem Definition and Scoping | |
| Topic 5: Salesforce Platform UX Implementation | - Mobile UX and Responsive Design - Declarative UX Configuration - Lightning Design System (SLDS) |
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NEW QUESTION # 57
A UX Designer is designing a Service Cloud implementation for service representatives who should be able to view the history of cases that a specific customer has submitted.
Which hierarchy of information should the representative go through to view that list?
Answer: C
Explanation:
To view the history of cases that a specific customer has submitted, the representative should go through the following hierarchy of information: All Accounts > Account Detail > Contact Detail > Case Related List. This is because cases are related to contacts, and contacts are related to accounts. By navigating from the account level to the contact level, the representative can see all the contacts associated with a specific account. Then, by selecting a contact, the representative can see the case related list, which shows all the cases that the contact has submitted or been involved in. This way, the representative can view the history of cases for a specific customer in a logical and efficient manner.: UX Designer Certification Prep: Designing with Service Cloud | Trailhead : Service Cloud Basics | Salesforce Help
NEW QUESTION # 58
Cloud Kicks wants to modify one of its custom Lightning Web Components so that its administrators can change the functionality or styling depending on what page the component is used on. Which feature should be recommended?
Answer: A
Explanation:
The correct answer is A. App Builder property, as keyed in the uploaded Master Study Guide.
The key requirement is that administrators, rather than developers, should be able to change the component's functionality or styling depending on the page where the component is placed. An App Builder property provides the configuration surface identified by the guide for exposing component-level settings to administrators.
This enables a reusable custom Lightning Web Component to behave differently according to the configuration selected in Lightning App Builder. Instead of creating separate components for every page context, the component can expose configurable properties.
Option B, Styling hooks, addresses styling customization but does not satisfy the broader requirement to allow an administrator to change both functionality or styling through page-specific component configuration.
Option C, Audience page variations, concerns delivering page variations according to different audiences rather than configuring reusable properties of the component itself.
The design principle is configurable reuse: a well-designed custom component can expose meaningful settings so administrators can adapt it to multiple page contexts without modifying source code or duplicating the component.
Study Guide reference/topics: App Builder properties, Lightning Web Components, configurable components, administrator customization, Declarative Design.
NEW QUESTION # 59
Cloud Kicks has identified a Trusted Advisor persona as their primary focus for the next iteration.
Which key business process defining their work should be analyzed to make sure the delivered experience fits their needs?
Answer: A
Explanation:
According to the Salesforce Trailhead, the Trusted Advisor persona spends 3+ hours a day maintaining relationships with existing customers. They upsell products, grow deals, and manage renewals.This persona also spends time prospecting for new opportunities in existing accounts and gathering requirements from prospects1 Therefore, the key business process that defines their work and should be analyzed to make sure the delivered experience fits their needs is maintaining relationships with existing customers. This process involves understanding the customer's needs, goals, expectations, and satisfaction, as well as providing them with relevant solutions, support, and value.The UX Designer should focus on creating a user interface that enables the Trusted Advisor to easily access and update customer information, communicate and collaborate with customers, and track and measure customer loyalty and retention23 Managing sales pipeline and forecasting: This is not the key business process that defines the work of the Trusted Advisor persona, but rather the Data Expert persona. The Data Expert persona spends 3+ hours a day on reporting and sales forecasting.They also spend 1-3 hours managing the sales pipeline and tools for the sales team1 Customizing and administering Salesforce: This is not the key business process that defines the work of the Trusted Advisor persona, but rather the Sales Leader persona. The Sales Leader persona spends most of their day managing, coaching, and training sales reps.They also spend time managing tools and processes for sales reps, which includes customizing and administering Salesforce1 Learn About Sales Cloud Personas Unit | Salesforce Trailhead How to Increase Your Sales with Personas for Salesforce Users | RTS Labs How to Use Journey Mapping to Improve Employee Engagement
NEW QUESTION # 60
A UX Designer at Cloud Kicks has been asked to gather insights for a newly released feature at scale from a Specific set of users in the flow of their work.
Which approach should be used?
Answer: D
Explanation:
In-app feedback is a method of collecting user feedback within the context of the product or service, without interrupting the user's workflow. It allows the UX designer to gather insights from a specific set of users at scale and measure their satisfaction, preferences, and pain points. In-app feedback can be implemented using various techniques, such as ratings, reviews, comments, suggestions, polls, or pop-ups .Reference:
NEW QUESTION # 61
Cloud Kicks wants its Salesforce app to represent company branding and comply with Web Content Accessibility Guidelines (WCAG) 2.1.
What should they consider about themes and branding?
Answer: C
Explanation:
Themes and branding allow Salesforce app developers to customize the look and feel of their apps to match their company's branding and accessibility standards. One of the features of themes and branding is the ability to select a brand color, which is the primary color used for buttons, links, and highlights. Salesforce automatically generates a color palette based on the brand color, which includes accessible colors that meet the WCAG 2.1 contrast ratio guidelines. This ensures that the app is visually appealing and accessible to users with different color vision abilities. Developers can also customize other aspects of the theme, such as the logo, page background, and default font.[Themes and Branding Basics], [Accessibility in Salesforce]
NEW QUESTION # 62
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