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| Section | Weight | Objectives |
|---|---|---|
| Design Strategy & Solutioning | - Problem Definition and Scoping - Journey Mapping and Experience Design | |
| Discovery | 13% | - Research Methods and Tools - User Needs and Requirements Gathering - Business Value of Salesforce UX - Salesforce UX Personas and Processes |
| Salesforce Platform UX Implementation | - Lightning Design System (SLDS) - Declarative UX Configuration - Mobile UX and Responsive Design | |
| Prototyping & Validation | - Prototyping Methods - Usability Testing and Iteration | |
| UX Fundamentals | 16% | - Usability and Information Architecture - Accessibility and Inclusive Design - Branding and Visual Design Impact - Human-Centered Design Principles |
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NEW QUESTION # 76
Cloud Kicks' support agents need to interact with customer information stored in several different objects when handling cases submitted from their web form. In which way could the agent experience be made more efficient?
Answer: A
Explanation:
The study guide identifies B. Use Salesforce Flow to help complete fields required for case closure as the correct answer.
The support agents must work with information distributed across several Salesforce objects while resolving and closing cases. The study-guide solution is to use Salesforce Flow to guide the agent through the required information and process steps.
This approach reduces the amount of information the agent has to locate manually. Instead of expecting agents to navigate independently between records and remember every required field, a Flow can structure the activity around the case-closing task described in the question.
Option A would increase navigation overhead by opening additional windows. That approach can fragment the user's context instead of simplifying it.
Option C focuses on components completed by the customer, while the scenario is specifically concerned with making the support agent's experience more efficient.
The UX principle is task-oriented simplification. When users must collect or update information across multiple parts of Salesforce to complete a defined business process, a guided declarative experience can reduce cognitive load and unnecessary navigation.
The guide therefore favors Salesforce Flow as the mechanism for streamlining the case-closure process.
Study Guide reference/topics: Salesforce Flow, support-agent productivity, case closure, guided processes, Declarative Design.
NEW QUESTION # 77
A UX Designerhas created a new form for a call center that takes special delivery information from its customers.
The designer wants to ensure the call center staff finds the form easy and intuitive to use.
Which kind of testing should be conducted to validate this?
Answer: D
Explanation:
Usability testing is a type of testing that evaluates how easy and intuitive a product or service is to use by observing real users performing specific tasks. Usability testing can help the UX Designer to measure the effectiveness, efficiency, and satisfaction of the new form for the call center staff. Usability testing can also help to identify any usability issues or areas for improvement in the form design.Usability testing can be conducted in various ways, such as moderated or unmoderated, remote or in-person, qualitative or quantitative, or using various tools and methods12.Reference:
Usability Testing
Usability Testing Methods
NEW QUESTION # 78
Universal Containers (UC) uses a custom lightning component with an Apex class to display shipment information (custom object, private OWD). UC sales managers are complaining about two important points:
* Shipment records that belong to their teams can be seen by other users.
* Shipment amount should be visible only by managers, but sales reps are able to view it.Which two features did the development team miss that is causing the problems?
Choose 2 answers.
Answer: A,D
Explanation:
The development team missed two features that are causing the problems:
TheWith Sharingkeyword in Apex classes to enforce sharing rules evaluation. This keyword allows the Apex class to run in the context of the current user and respect the organization's sharing rules. Without this keyword, the Apex class runs in system mode and ignores the sharing rules, which can result in unauthorized access to records that belong to other users .
TheisAccessible()method in Apex classes to check field accessibility. This method returns true if the current user has read access to the specified field, and false otherwise. Without this method, the Apex class does not check the field-level security settings and can display fields that should be hidden from the user, such as the shipment amount .
1: Using the with sharing or without sharing Keywords
2: Enforcing Sharing Rules in Apex
3: Schema.DescribeFieldResult Class
4: Enforcing CRUD and FLS
NEW QUESTION # 79
A UX Designer wants touse Paths to provide guidance about which activities sales representatives should be doing at each stage of the opportunity lifecycle.
Which two elements could be used in the Path's Guidance for Success sections?
Answer: B,D
Explanation:
The Path's Guidance for Success sections can include the following two elements:
Images and Links: Images and links can be used to provide visual cues and additional resources for the sales representatives. For example, an image of a checklist or a link to a best practice document can help the reps complete the required tasks at each stage. Images and links can be added using the rich text editor in the Path Settings page.
Rich Text: Rich text can be used to provide text-based guidance, such as tips, reminders, instructions, or motivational messages. For example, a rich text guidance can tell the reps what information they need to gather from the customer or what actions they need to take to move the opportunity forward. Rich text can be formatted using the rich text editor in the Path Settings page.Reference:
:Set Up a Path
:Considerations and Guidelines for Creating Paths
:Optimize Sales Processes with Path in Salesforce
The two elements that can be used in the Path's Guidance for Success section are Images and Links and Rich Text. Images and Links can be used to provide visual elements to the Guidance for Success section, while Rich Text can be used to provide text-based explanations and instructions. In addition, a Progress Indicator can be used to show the user's progress through the Path.
Images and Links can be used to provide visual elements to the Guidance for Success section. For example, if the user needs to read an article, a link to the article can be included, as well as an image of the article cover. Similarly, if the user needs to view a video, a link to the video and an image of the video can be included.
Rich Text can be used to provide text-based explanations and instructions. This can include explanations of what the user should be doing at each stage of the Path, as well as any other helpful information.
Finally, a Progress Indicator can be used to show the user's progress through the Path. This can help the user understand where they are in the Path and how far they have left to go.
NEW QUESTION # 80
Cloud Kicks plans to release a new Salesforce product to its employees, who all have different backgrounds and experience levels within Salesforce. Which onboarding design best practice would best support the product release?
Answer: B
Explanation:
The correct answer is B. Identify the message, audience, and purpose for content, as confirmed by the uploaded study guide. Effective onboarding begins by understanding who the users are, what they need to learn, and why the information matters to them. Identifying the message determines what information must be communicated. Identifying the audience allows content to be adapted to users' roles, prior knowledge, and workflow needs. Identifying the purpose ensures that onboarding material drives a meaningful outcome rather than simply presenting information.
Option A is too restrictive. Written documentation can support onboarding, but treating it as the only learning mechanism ignores differences in learning context and user experience.
Option C treats pop-ups as a default solution before the communication need has been defined. Pop-ups may sometimes support contextual guidance, but they are only one delivery mechanism and can become intrusive if poorly targeted.
The HCD principle is to design onboarding around users rather than around a preferred content format.
Understanding message, audience, and purpose therefore precedes selecting the specific onboarding mechanism.
Study Guide reference/topics: Onboarding, audience analysis, communication design, user needs, Human- Centered Design.
NEW QUESTION # 81
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