A UX Designer is evaluating whether to perform a moderated or unmoderated usability study on their prototype solution to gain user feedback. Which reason would lead the designer to choose a moderated study?
A. Follow-up questions can be asked to obtain further information about the issues participants may encounter.
B. Sessions can be completed at any time and anywhere.
C. It is less expensive and time-consuming to conduct.
Explanation:
A moderated usability study is a type of user research where the UX Designer interacts with the participants as they perform tasks on the prototype solution. The designer can ask follow-up questions to obtain further information about the issues participants may encounter, such as why they made certain choices, how they felt about the experience, and what they would like to see improved. This can help the designer gain deeper insights into the user needs, preferences, and pain points, as well as validate or invalidate their design assumptions. A moderated study also allows the designer to clarify any confusion or ambiguity that the participants may have during the session, and to adjust the tasks or scenarios as needed.
References:
[User Experience Designer Certification Prep: Conduct User Research]
[User Experience Designer Certification Prep: Analyze User Research]
[User Experience Designer Certification Prep: Validate Solutions]
Following a human-centered design process approach, Cloud Kicks is preparing a user feedback session for an app that is not performing as anticipated. In what way could confirmation bias be avoided?
A. Allow the user to explore the application without specific questions regarding which tasks to perform.
B. Ask open-ended questions staying away from questions regarding feelings.
C. Ask specific questions about known pain points to confirm your hypothesis.
Explanation:
A docked prompt is a type of In-App Guidance that can be used to provide contextual help and guidance to the users in the Salesforce app. A docked prompt is a small pop-up window that appears at the bottom of the screen, and can contain text, images, links, or videos. A docked prompt can be triggered by various events, such as opening a page, clicking a button, or completing an action. A docked prompt can also be dismissed by the user, or set to expire after a certain time or date12
A UX Designer can customize the Salesforce Help Menu to meet the request of Cloud Kicks’ Sales team by creating a docked prompt based on new feature rollouts. This way, the UX Designer can:
Inform the users about the new features and how they can benefit from them. For example, the UX Designer can create a docked prompt that introduces the new Einstein Opportunity Scoring feature, and explains how it can help the users prioritize their opportunities and close more deals3
Guide the users through the steps and best practices to use the new features. For example, the UX Designer can create a docked prompt that shows the users how to access and configure the new Einstein Opportunity Scoring feature, and how to interpret and act on the scores3
Engage the users and encourage them to explore and adopt the new features. For example, the UX Designer can create a docked prompt that includes a link to a video tutorial, a Trailhead module, or a feedback survey about the new Einstein Opportunity Scoring feature3
Show a site map of all the content: This is not a way to customize the Salesforce Help Menu to meet the request of Cloud Kicks’ Sales team, because a site map of all the content is not a typeof In-App Guidance, and it does not provide specific and timely help and guidance for the users. A site map of all the content is a visual representation of the structure and hierarchy of a website or app, and it can be useful for planning and designing the user interface, but not for providing In-App Guidance4
Provide links to external resources, such as training videos or a company dictionary: This is not a way to customize the Salesforce Help Menu to meet the request of Cloud Kicks’ Sales team, because providing links to external resources is not a type of In-App Guidance, and it does not provide contextual and interactive help and guidance for the users. Providing links to external resources is a way to supplement the Salesforce Help Menu with additional information and resources, but not to create In-App Guidance5
References:
Create In-App Guidance Unit | Salesforce Trailhead
In-App Guidance - Salesforce Help
Create a Docked Prompt for New Feature Rollouts Unit | Salesforce Trailhead
What is a Sitemap? - Interaction Design Foundation
Customize the Help Menu in Lightning Experience - Salesforce Help
Cloud Kicks (CK) is going to launch a new Salesforce process for itsCustomer Service team. After Launch, CK wants to ensure the process is working well for its customer service representatives. Which three Salesforce tools should be used to track and measure the adoption of the new process? Choose 3 answers
A. User Engagement Dashboard and Report
B. Custom Permission Sets
C. Salesforce Surveys for user Satisfaction
D. Visualforce App
E. Chatter polls
Explanation:
To track and measure the adoption of the new process, CK should use the following Salesforce tools:
User Engagement Dashboard and Report: This tool provides insights into how users are interacting with Salesforce, such as the number of logins, page views, actions, and time spent. It can help CK identify which users are adopting the new process and which ones need more training or support.
Salesforce Surveys for user Satisfaction: This tool allows CK to create and send surveys to its customer service representatives to collect feedback on the new process, such as their satisfaction, challenges, and suggestions. It can help CK measure the impact of the new process on the user experience and satisfaction.
Chatter polls: This tool enables CK to create and post simple polls on Chatter to gather quick opinions or preferences from its customer service representatives. It can help CK engage with its users and get their input on the new process.
References:
: User Engagement Dashboard and Report
: Salesforce Surveys for user Satisfaction
: Chatter polls
A UX Designer has been asked to improve Salesforce adoption among salesrepresentatives at Cloud Kicks. After conducting stakeholder and user interviews, the designer finds there is no clear, consistent sales process. What should the designer do next?
A. Tell the customer they need to improve operations before any work can be done.
B. Log the findings and move forward with presenting possible solutions.
C. Recommend Field Level Validation to ensure users are entering the correct data.
D. Conduct a workshop with stakeholders to align on the current state and build consensus.
Explanation:
A UX designer’s role is not only to design solutions, but also to facilitate collaboration and communication among stakeholders and users. A clear, consistent sales process is essential for Salesforce adoption, as it defines the steps and actions that sales representatives need to take to close deals. Without a common understanding of the sales process, the UX designer cannot design a Salesforce solution that meets the needs and expectations of the users and the business. Therefore, the designer should conduct a workshop with stakeholders to align on the current state and build consensus on the desired future state. A workshop is an interactive session where the designer can use various techniques, such as journey mapping, persona creation, user stories, and prioritization, to elicit the pain points, goals, and requirements of the stakeholders and users. A workshop can also help the designer to establish trust and rapport with the participants, and to gain their buy-in andfeedback for the proposed solution12
. References: Salesforce Adoption Strategies | Salesforce Trailhead, 6 Guiding Principles to Maximize Your Salesforce Adoption | Salesforce Admins
A UX Designer is customizing the look and feel of a site using Experience Builder and needs to choose a color for the text and the background of the buttons. Which accessibility guideline should be considered?
A. Adaptable
B. Distinguishable
C. Navigable
Explanation:
The accessibility guideline of distinguishable means that the information and user interface components must be presented to users in ways that are perceptible. This includes using sufficient contrast between text and background colors, providing text alternatives for non-text content, and making it easier for users to see and hear content. When choosing a color for the text and the background of the buttons, the UX Designer should consider the contrast ratio between them, which should be at least 4.5:1 for normal text and 3:1 for large text. This will ensure that the buttons are visible and readable for users with different visual abilities.
References:
[1]: Web Content Accessibility Guidelines (WCAG) 2.1, Principle 1: Perceivable
[2]: Web Content Accessibility Guidelines (WCAG) 2.1, Success Criterion 1.4.3 Contrast (Minimum)
Cloud Kicks wants to prevent its sales agents from being able to save a new account unless they have entered the phone number in the correct format and with the correct number of digits. A validation rule would then prevent the new account from saving. Which method should be used to improve the user experience in the simplest way while preventing errors?
A. Set a prompt to display on the page using In-App Guidance.
B. Set field-level error message to display on the page.
C. Mark the field as Required.
Explanation:
A field-level error message is a message that appears next to a specific field when the user enters invalid data or omits required data. It helps the user to correct the error and proceed with the action. A field-level error message is more user-friendly than a validation rule, which displays a generic message at the top of the page and prevents the user from saving the record. A field-level error message can also provide guidance on the correct format and number of digits for the phone number field. Marking the field as required would not ensure that the user enters the phone number in the correct format and with the correct number of digits. Setting a prompt to display on the page using In-App Guidance would not prevent the user from entering invalid data or omitting required data. References: [Field-Level Error Messages], [Validation Rules], [In-App Guidance]
Cloud Kicks wants to create an external facing site where users can:
* Manage and submit cases via the web.
* Browse and search Knowledge Base articles.
* Contact Support via lice chat.
Which cloud should be used to design an appropriate solution for CK’s users?
A. Experience Cloud
B. Sales Cloud
C. Marketing Cloud
D. Service Cloud
Explanation:
Experience Cloud is the best cloud to design an appropriate solution for Cloud Kicks’ users. Experience Cloud allows the business to create an external facing site where users can manage and submit cases via the web, browse and search Knowledge Base articles, and contact Support via live chat. Experience Cloud also provides branding options, personalization features, and collaboration tools to enhance the user experience and engagement. Experience Cloud integrates with Service Cloud, which is the cloud that provides the case management, knowledge base, and live chat functionalities. Therefore, Experience Cloud is the cloud that enables the design of the user interface, while Service Cloud is the cloud that enables the backend service processes.
References: [Experience Cloud Overview] (https://www.getapp.com/operations-management-software/a/salesforce-1-service-cloud/compare/salesforce-community-cloud/), [Service Cloud Overview] (https://titandxp.com/salesforce-experience-cloud-vs-service-cloud/)
Service agents are complaining that the new custom object to track reservation has too many fields and is duttering their layouts. All of the fields are necessary, but they would like to display fields and sections of the record as individual components on the page layout with visibility depending on where they are in the reservation process.
Which feature should be recommended?
A. AppExchange Apps
B. Dynamic Forms
C. Process Builder
D. In-App Prompts
Explanation:
Dynamic Forms is a feature that allows users to customize the layout of a record detail page by placing fields and sections anywhere on the page, and applying visibility rules to show or hide them based on certain criteria. Dynamic Forms can help service agents to create user-centric, intuitive, and dynamic layouts that display only the relevant fields and sections for the reservation process. Dynamic Forms can also improve page load times and reduce the need for multiple page layouts and record types. Dynamic Forms is currently available for custom objects and some standard objects in Lightning Experience12.
References:
Dynamic Forms
Get Started with Dynamic Forms
The service team at Cloud Kicks has complained about the quantity of list views available, ,making it hard find the relevant ones. In which two ways should their experience be improved? Choose 2 answers
A. Request users to create and share their list views.
B. Share list views to Public Groups and only add relevant users.
C. Remove irrelevant public list views.
D. Recommend using related lists instead of list views.
Explanation:
To improve the experience of the service team at Cloud Kicks, their UX Designer should do the following12:
B. Share list views to Public Groups and only add relevant users. This will help to organize and manage the list views based on the roles and responsibilities of the service team members, and to avoid cluttering their list view menu with unnecessary or irrelevant list views. Public Groups are collections ofusers, roles, or other groups that can be used to share list views, reports, dashboards, and other records3.
C. Remove irrelevant public list views. This will help to reduce the number of list views available, and to make it easier for the service team members to find the relevant ones. Irrelevant public list views are those that are outdated, duplicated, unused, or not applicable to the service team’s needs or goals.
References: List Views - Salesforce Help, Your Complete Guide to Salesforce List Views in Lightning, Public Groups - Salesforce Help, Improve List View Performance - Salesforce
An organization must be digitally accessible to enable social opportunity. What are three core principles of Web Content Accessibility Guidelines (WCAG)? Choose 3 answers
A. Delightful
B. Robust
C. Abundant
D. Operable
E. Understandable
Explanation:
These are three of the four core principles of Web Content Accessibility Guidelines (WCAG), which provide a set of standards and best practices for making web content accessible to people with disabilities. The fourth principle is Perceivable, which means that the information and user interface components must be presented in ways that users can perceive. The principles are further divided into 13 guidelines and three levels of conformance (A, AA, and AAA).
References:
[Web Content Accessibility Guidelines (WCAG) Overview]
[WCAG 2.1 at a Glance]
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