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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Prototyping & Validation | - Prototyping Methods - Usability Testing and Iteration | |
| Topic 2: Discovery | 13% | - Business Value of Salesforce UX - Salesforce UX Personas and Processes - User Needs and Requirements Gathering - Research Methods and Tools |
| Topic 3: Salesforce Platform UX Implementation | - Declarative UX Configuration - Mobile UX and Responsive Design - Lightning Design System (SLDS) | |
| Topic 4: UX Fundamentals | 16% | - Usability and Information Architecture - Branding and Visual Design Impact - Accessibility and Inclusive Design - Human-Centered Design Principles |
| Topic 5: Design Strategy & Solutioning | - Journey Mapping and Experience Design - Problem Definition and Scoping |
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NEW QUESTION # 68
Cloud Kicks' support agents needto interact with customer information stored in several different objects when handling cases submitted from their web form.
In which two ways could the agent experience be made more efficient? Choose 2 answers
Answer: A,D
Explanation:
To make the agent experience more efficient when handling cases submitted from their web form, two possible ways are to use Salesforce Flow and to complete relevant information about the customer using Lightning Record Pages. Salesforce Flow is a tool that allows the designer to automate business processes by creating guided, visual workflows. Flows can help agents to complete fields required for case closure by providing them with screens, logic, and actions that guide them through the process. Lightning Record Pages are customizable layouts that display information about a specific record, such as a case or a customer. Record pages can help agents to access and update relevant information about the customer using components, tabs, and related lists. Record pages can also be personalized for different profiles, roles, and app contexts.: Flow Builder | Salesforce Help : UX Designer Certification Prep: Designing with Flow Builder | Trailhead : Lightning Record Pages | Salesforce Help : UX Designer Certification Prep: Designing with Lightning Record Pages | Trailhead
NEW QUESTION # 69
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 # 70
A UX Designer presents a creativedesign approach to solving end-user problems, beginning with identifying their needs and ending with creating solutions that meet those needs.
Which approach is being followed?
Answer: A
Explanation:
The approach that is being followed by the UX Designer is theHuman-Centered Design. This is a creative design approach that focuses on understanding the end-user's needs, problems, and context, and then creating solutions that are desirable, feasible, and viable for them. The Human-Centered Design process typically involves four phases: empathize, define, ideate, and prototype.
Human-Centered Design
Empathize, Define, Ideate, Prototype
NEW QUESTION # 71
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?
Answer: B
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.Service Design Service Blueprints,How to create a service blueprinting facilitation guide,Workshop exercise: Service Blueprint
NEW QUESTION # 72
How would a UX Designer Differentiate between voice and tone?
Answer: B
Explanation:
Voice and tone are two important aspects of UX writing that affect how users perceive and interact with a product. According to the Salesforce User Experience Designer Exam Guide, voice and tone are defined as follows:
Voicereflects the personality of the brand or product. It is consistent and does not change depending on the context or situation. Voice conveys the values, mission, and identity of the brand or product through the choice of words, phrases, and style of communication.
Tonereflects the way the voice speaks to the users. It is context-specific and can change depending on the user's mood, goal, and situation. Tone conveys the attitude, emotion, and empathy of the voice through the use of punctuation, grammar, and formatting.
For example, Mailchimp is a brand that has a distinctive voice and tone. Their voice is friendly, humorous, and quirky. Their tone varies depending on the user's experience, such as congratulating them for a successful campaign, or apologizing for an error. They use a tone map to guide their writers on how to adjust their tone for different scenarios.
1: [Salesforce User Experience Designer Exam Guide]
2: [Voice and Tone | Salesforce Style Guide for Documentation and UX Writing]
3: [Voice and Tone | Salesforce Trailhead]
4: [UX writing 101: A beginner's guide to mastering tone of voice]
5: [Tone of Voice and User Experience | UX Magazine]
6: [Things I learned designing the voice and tone for our company]
7: [How to use voice and tone in UX writing]
8: [Voice and Tone | Mailchimp Content Style Guide]
NEW QUESTION # 73
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