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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Design Strategy & Solutioning | - Problem Definition and Scoping - Journey Mapping and Experience Design | |
| Topic 2: Salesforce Platform UX Implementation | - Mobile UX and Responsive Design - Declarative UX Configuration - Lightning Design System (SLDS) | |
| Topic 3: Discovery | 13% | - Research Methods and Tools - User Needs and Requirements Gathering - Salesforce UX Personas and Processes - Business Value of Salesforce UX |
| Topic 4: Prototyping & Validation | - Usability Testing and Iteration - Prototyping Methods | |
| Topic 5: UX Fundamentals | 16% | - Accessibility and Inclusive Design - Human-Centered Design Principles - Branding and Visual Design Impact - Usability and Information Architecture |
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NEW QUESTION # 82
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: B
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 # 83
A UX Designer creates a set of patterns and guidelines for including visual indicators letting a user know which form fields are required.
Which Usability Heunstic is being used in this case?
Answer: A
Explanation:
Visibility of system status is the usability heuristic that is being used in this case.Visibility of system status means that the system should always keep users informed about what is going on, through appropriate feedback within reasonable time1. One way to apply this heuristic is to use visual indicators to let users know which form fields are required, such as asterisks, labels, or colors. This helps users to understand the expectations and requirements of the system, and to avoid errors or confusion. By providing clear and timely feedback, the system enhances the user experience and satisfaction.Learn About User Experience Design Unit | Salesforce Trailhead, [10 Usability Heuristics for User Interface Design],Salesforce User Experience (UX) Designer Certification Guide & Tips
NEW QUESTION # 84
What is a benefit of inclusive design?
Answer: A
Explanation:
The uploaded study guide identifies A. Reducing friction for users in achieving their goals as the correct benefit of inclusive design.
Inclusive design considers a wider range of user needs, abilities, contexts, and potential barriers. When those barriers are addressed, the resulting experience becomes easier for more people to understand and operate.
The study guide therefore expresses the benefit in terms of reduced friction.
Option B contradicts the inclusive-design objective because designing exclusively for one user type risks excluding users whose circumstances or abilities differ from the assumed norm.
Option C also misrepresents inclusive design. The objective is not to simplify the experience to a generic lowest common denominator. Rather, the designer should identify barriers and create solutions that allow a broader range of people to participate successfully.
This answer is consistent with the inclusive-design principles earlier in the guide: recognize exclusion, learn from diversity, and solve for one in ways that can extend to many. When exclusion is reduced, users encounter fewer obstacles while trying to complete their intended tasks.
The practical outcome is therefore not only accessibility in a narrow sense, but a smoother and more usable experience across a broader population.
Study Guide reference/topics: Inclusive Design, reducing friction, user goals, exclusion, Human-Centered Design.
NEW QUESTION # 85
Cloud Kicks' digital support representatives have different needs and requirements for Knowledge articles than customers. Customers need to see:
* Some Knowledge articles, not all
* Articles organized in different categories
* Different fields than support representatives
Which consideration should be made when determining how to present Knowledge articles to each audience?
Answer: C
Explanation:
The best way to present Knowledge articles to different audiences is to use page layouts or permissions to display only the fields needed for each audience. This way, the same article can be reused for both internal and external users, but with different levels of detail and visibility. Page layouts can control which fields are shown on the article detail page, and permissions can control which fields are searchable and editable. This is more efficient and consistent than writing separate articles for each audience, which would require more maintenance and duplication. Topics and data categories are different ways of organizing articles, but they do not affect the fields that are displayed. Topics are used for external sites, such as communities or portals, and data categories are used for internal sites, such as the Salesforce app. They can be mapped to each other, but they do not have to be organized the same way.Reference:
5 Best Practices for Salesforce Knowledge
The Ultimate Guide to Salesforce Knowledge
How to Write a Good Knowledge Base Article
Prepare Your Salesforce Knowledge Base
NEW QUESTION # 86
Which two would be considered responsive design best practices?
Choose 2 answers
Answer: A,C
Explanation:
Responsive design is a web design approach that aims to make web pages adapt to different screen sizes and resolutions, ensuring good usability and user experience across all devices. Some of the best practices for responsive design are:
Specify breakpoint sizes: Breakpoints are the points at which the layout of a web page changes based on the width of the viewport. For example, a web page may have a two-column layout on a desktop, a single-column layout on a tablet, and a stacked layout on a mobile phone. Specifying breakpoint sizes helps to create a fluid and flexible layout that responds to the device capabilities and user preferences. Breakpoints can be specified using media queries in CSS, which allow applying different styles depending on the media features, such as width, height, orientation, resolution, etc. For example:
@media (max-width: 600px) { /* Styles for screens that are 600px or smaller */ }
@media (min-width: 601px) and (max-width: 900px) { /* Styles for screens that are between 601px and 900px */ }
@media (min-width: 901px) { /* Styles for screens that are 901px or larger */ } Minimize page weight: Page weight is the amount of data that a web page transfers to load on a browser. It includes the size of the HTML, CSS, JavaScript, images, fonts, and other resources that make up the web page. Minimizing page weight helps to improve the performance, speed, and user satisfaction of a web page, especially on mobile devices that may have limited bandwidth, battery, and processing power. Some of the ways to minimize page weight are:
Optimize images: Images are often the largest contributors to page weight, so it is important to optimize them for the web. This means choosing the right format, size, resolution, and compression level for each image, as well as using responsive images techniques, such as the srcset and sizes attributes, to deliver the most appropriate image for each device and screen size.
Implement caching: Caching is a technique that stores a copy of a web page or its resources on the browser or the server, so that they can be reused without having to be downloaded again. This reduces the amount of data that needs to be transferred and improves the loading time of a web page. Caching can be implemented using HTTP headers, such as Cache-Control and Expires, or using service workers, which are scripts that run in the background and intercept network requests.
Minify and concatenate files: Minification is a process that removes unnecessary characters, such as whitespace, comments, and formatting, from the code files, such as HTML, CSS, and JavaScript, to reduce their size. Concatenation is a process that combines multiple code files into one, to reduce the number of HTTP requests that the browser needs to make. Both minification and concatenation can help to reduce the page weight and improve the performance of a web page.
Use a content delivery network (CDN): A CDN is a network of servers that are distributed across different locations and regions, and that store and deliver copies of a web page or its resources to the users. A CDN can help to reduce the page weight and improve the speed of a web page by serving the content from the nearest server to the user, reducing the latency and bandwidth consumption.
The other two options, using separate URLs per device and utilizing pop-up windows, are not considered responsive design best practices, as they can create usability and accessibility issues for the users. Using separate URLs per device means creating different versions of a web page for different devices, such as example.com for desktop, m.example.com for mobile, and t.example.com for tablet. This approach can lead to inconsistent and fragmented user experiences, as well as duplicate content and SEO problems. Utilizing pop-up windows means creating new browser windows that open on top of the current web page, usually to display advertisements, notifications, or forms. This approach can be annoying and intrusive for the users, as well as difficult to close or navigate on small screens.
NEW QUESTION # 87
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