User-Experience-Designer Exam Questions

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 spendtime managing tools and processes for sales reps, which includes customizing and administering Salesforce1

References:

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

Explanation:

A usability study is a method of evaluating how easy and intuitive a product or service is to use by observing real users performing specific tasks. It can help identify usability issues, user needs, and user satisfaction. One of the first steps when planning a usability study is to define the goals of the study, which are the questions that the UX designer wants to answer or the hypotheses that they want to test. The goals of the study will guide the selection of the participants, the tasks, the metrics, and the methods of the study. For example, if the goal of the study is to find out how users navigate the Experience Cloud site, the UX designer might choose to use a task-based usability test with eye-tracking and think-aloud techniques.

References:

: User Experience Designer Certification Prep: Module 4: Analyze User Research Data

: User Experience Designer Certification Prep: Module 6: Validate User Interfaces

Explanation:

When the organization-wide default for Accounts is private, users can only access the accounts they own or are explicitly shared with them. However, when the organization-wide default for Opportunities is private, users can access the opportunities they own, are explicitly shared with them, or are associated with accounts they can access1. Therefore, when ownership-based sharing rules are created for each team to grant access to opportunities owned by their team members, the sales reps on the same team will also have Read access to the accounts for those opportunities. This is because the sharing rules for opportunities automatically grant access to the parent accounts2. However, the sales reps will not have Edit access to the accounts, unless the sharing rules specify Full Access for the opportunities3. The sales reps will also not have access to all accounts or all opportunities, only those that are owned by their team members or themselves.

References: Sharing Records Owned byHigh-Volume Portal Users | Salesforce Security Guide, Sharing Rules | Salesforce Security Guide, Create Owner-Based Sharing Rules | Salesforce Security Guide

Explanation:

The best option for guiding sales users through a new process using floating or docked prompts is to use the Walkthrough App from AppExchange. This app allows admins to create and manage in-app guidance walkthroughs using clicks, not code. Walkthroughs are interactive tutorials that guide users through a series of steps on a Lightning page. Users can see the prompts, click the action buttons, and follow the instructions to complete the process. Admins can also track the engagement and completion of the walkthroughs using reports and dashboards. The Walkthrough App is compatible with the standard in-app guidance feature, and does not require a subscription to myTrailhead1 .

The other options are not suitable for this scenario because:

In-App Guidance Prompts using myTrailhead: This option requires a subscription to myTrailhead, which is a customizable learning platform that allows admins to create their own content and branding. In-app guidance prompts are one of the features of myTrailhead, but they are not the same as walkthroughs. Prompts are single-step messages that appear on a Lightning page, while walkthroughs are multi-step tutorials that guide users through a process. Prompts can be used to provide tips, announcements, or links, but they cannot show users how to perform a task234. Custom build using Salesforce Flow: This option requires coding and development skills, which may not be available or feasible for the admin team. Salesforce Flow is a tool that allows admins to automate processes and tasks using clicks or code. Flows can be triggered by various events, such as buttons, actions, schedules, or record changes. Flows can also display screens to users, which can contain fields, text, images, or components. However, screens are not the same as prompts or walkthroughs. Screens are part of a flow logic, and they require user input to proceed to the next step. Screens cannot be customized to appear as floating or docked prompts, and they cannot guide users through a Lightning page56.

Basic In-App Guidance Prompts: This option does not require a subscription to myTrailhead, but it also does not provide the functionality of walkthroughs. Basic in-app guidance prompts are the same as the ones mentioned in the first option, but without the customization and branding of myTrailhead. Basic prompts can be created and managed using clicks, not code, and they can be filtered by profiles and permissions. However, basic promptsare still single-step messages that appear on a Lightning page, and they cannot show users how to perform a task23.

References:

: [In-App Guidance Walkthroughs: Getting Started for Sales Users]

: [In-App Guidance Dashboard: Walkthrough Engagement]

: [In-App Guidance in Lightning Experience]

: [Salesforce Flow | Salesforce Developer Center]

: [Salesforce Flow Workflow Automation Tools - Salesforce.com]

: [The Complete Guide to Salesforce Flow | Salesforce Ben]

: [Trailhead | The fun way to learn]

: [Editions & Pricing - myTrailhead- Salesforce]

: [Salesforce introduces myTrailhead, a personal learning platform …]

: [Trailhead | The fun way to learn Salesforce]

: [Getting Started with myTrailhead - Salesforce]

Explanation:

A prioritization matrix is a method that helps UX designers to inform user stories based on user value and development effort. A prioritization matrix is a table that compares different user stories or features based on two criteria: user value and development effort. User value is the benefit or satisfaction that the user will get from using the feature. Development effort is the time, cost, and complexity involved in building the feature. By plotting user stories or features on a prioritization matrix, UX designers can identify which ones are high-value and low-effort, which ones are high-value and high-effort, which ones are low-value and low-effort, and which ones are low-value and high-effort. This helps UX designers to prioritize the user stories or features that will deliver the most value to the user with the least amount of effort, and to deprioritize or eliminate the ones that will deliver the leastvalue to the user with the most amount of effort. A prioritization matrix can also help UX designers to communicate and align with stakeholders and developers on the scope and feasibility of the project.

References: Prioritize User Stories and Features Unit | Salesforce Trailhead, How to PrioritizeUser Stories (and Build the Right Features), Salesforce User Experience (UX) Designer Certification Guide & Tips

Explanation:

Accordions are collapsible sections that can be used to separate different content areas. By using accordions, users can quickly navigate through the page and easily find thecontent that they need. The use of accordions also ensures that screen readers can access the content within each section, reducing the need for additional navigation. Additionally, a Lightning Console layout can be used to organize components, but this layout is optimized for customer service agents and not necessarily for screen reader users. Placing components in adjacent tabs or stacking them on the same page can make the page difficult to navigate and can make it difficult for screen readers to understand the page. For more information, see the Salesforce Accessibility Guide (https://help.salesforce.com/articleView?id=accessibility_overview.htm &type=5).

According to the Salesforce Lightning Design System, accordions are a good way to organize components on a page for screen reader-assisted accessibility. Accordions allow users to expand and collapse sections of content, which can help reduce cognitive load and scrolling. Accordions also provide a clear heading structure and keyboard navigation for each section1. The other options are not recommended for screen reader-assisted accessibility, as they can create confusion, clutter, or inefficiency for users who rely on auditory feedback. For example, switching to a Lightning Console layout can make it harder for users to navigate between tabs and subtabs2. Placing components in adjacent tabs can also increase the number of keystrokes and commands needed to access the information3. Stacking components on the same page can create a long and overwhelming page that requires excessive scrolling and reading4.

References: Accordions - Lightning Design System, Lightning Console Apps - Salesforce Help, Tabs - Lightning Design System, Accessibility Standards - Salesforce Help

Explanation:

Accordion elements are UI components that allow users to expand and collapse sections of content. They are useful for organizing information in a limited space, such as on mobile devices. However, they also have some usability challenges, such as discoverability, accessibility, and navigation. To improve the usability of accordion elements in a mobile environment, two possible ways are:

Include persistent headings. Persistent headings are the labels that indicate the content of each section and allow users to tap on them to expand or collapse the content. Persistent headings should be visible at all times, even when the content is expanded, so that users can easily see the context and switch between sections. Persistent headings should also be clear, concise, and descriptive, so that users can understand what each section contains and decide whether to explore it or not. [UX Designer Certification Prep: User Interface Design Principles], [UX Designer Certification Prep: Mobile Design]

Only allow users to open one selection at a time. This means that when a user taps on a heading to expand a section, any other previously expanded section should automatically collapse. This prevents the content from becoming too long and overwhelming for the user,and also helps to maintain the focus and hierarchy of the information. It also reduces the need for scrolling and the risk of losing the position of the headings. [UX Designer Certification Prep: User Interface Design Principles], [UX Designer Certification Prep: Mobile Design]

Nesting an accordion inside of another is not a good way to improve the usability of accordion elements in a mobile environment, because it creates a complex and confusing structure that is hard to navigate and understand. It also increases the cognitive load and the number of taps required for the user to access the information. Using the ‘back’ browser button to collapse content is also not a good way to improve the usability of accordion elements in a mobile environment, because it breaks the user’s expectation and the consistency of the UI. The ‘back’ browser button should be used to go back to the previous page or screen, not to collapse the content within the same page or screen. It also makes it difficult for the user to return to the expanded content if they want to. [UX Designer Certification Prep: User Interface Design Principles], [UX Designer Certification Prep: Mobile Design] References: [UX Designer Certification Prep: User Interface Design Principles], [UX Designer Certification Prep: Mobile Design]

Explanation:

Updating the homepage with access to commonly used reports is the best way to make sure the user can quickly accessthe reports they need. This could include making the global search bar bigger on every page, adding the daily task component to the homepage, or creating a mind board to communicate the visual style of the UI. Additionally, Salesforce has some great resources on designing for search, such as their Search Design Guide [1] and their Search Best Practices [2].

[1] https://www.salesforce.com/content/dam/web/en_us/www/documents/salesforce-search-design-guide.pdf [2] https://developer.salesforce.com/docs/atlas.en-us.salesforce_search_best_practices.meta/salesforce_search_best_practices/search_best_practices_intro.htm

Explanation:

A user flow is a UX design method that creates a visual representation of a user’s series of steps to achieve a meaningful goal. A user flow shows the path that a user takes from their entry point to their final action, such as signing up, purchasing, or completing a task. A user flow helps designers understand and optimize the user experience, as well as identify pain points, gaps, and opportunities for improvement. A user flow can take various forms, such as diagrams, wireframes, or prototypes, depending on the level of detail and fidelity required.

References:

What Are User Flows In UX Design? [Full Beginner’s Guide] - CareerFoundry

What is a User Flow in UX Design? — updated 2023 | IxDF

User Flows in UX Design: Definition, Benefits, and Best Practices

Explanation:

One of the administrative capabilities that can be used for mobile navigation menu setup is to include Visualforce and Lightning pages as menu tabs. Visualforce and Lightning pages are custom pages that can display data, logic, and interface elements in the Salesforce mobile app. To include Visualforce and Lightning pages as menu tabs, the UX Designer needs to create tabs for those items first, and then add them to the navigation menu of the Mobile Only app or the Lightning app12

Menu tabs can be based on different user types: This is not an administrative capability that can be used for mobile navigation menu setup, but rather a feature of the Lightning app navigation method. The Lightning app navigation method allows the UX Designer to create different Lightning apps for different user types, and assign them to different user profiles. Each Lightning app can have its own navigation menu and navigation bar, which can be customized with the items that are relevant for each user type34

Menu tabs visibility is based on user location: This is not an administrative capability that can be used for mobile navigation menu setup, but rather a feature of the geolocation field type. The geolocation field type allows the UX Designer to store the latitude and longitude coordinates of a record, and use them for various purposes, such as displaying maps, calculating distances, or filtering reports. The geolocation field type does not affect the visibility of the menu tabs in the Salesforce mobile app.

References:

Customize the Mobile Only Navigation Menu in the Salesforce Mobile App

Customize a Lightning App Navigation Menu in the Salesforce Mobile App

Create a Lightning App Unit | Salesforce Trailhead

Assign a Lightning App to a User Profile Unit | Salesforce Trailhead

[Geolocation Custom Field Type - Salesforce Help]

[Use Geolocation Fields in Formulas - Salesforce Help]