Salesforce User-Experience-Designer Dumps

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. References: : 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

Online surveys are a testing approach that allows a UX Designer to remotely collect feedback from hundreds of users on tasks or activities that do not require much imagination or emotion. Online surveys are useful for gathering quantitative data, such as ratings, rankings, preferences, and satisfaction levels. Online surveys are also relatively easy and inexpensive to administer and analyze. Usability studies and A/B testing are testing approaches that require more interaction and observationfrom the UX Designer and the users, and are more suitable for tasks or activities that involve more complexity, creativity, or emotion. References: [Online Surveys], [Usability Studies], [A/B Testing]

The conceptual approach of desirable, feasible, and viable describes how to evaluate design solutions based on three criteria:

• Desirable: The solution meets the needs and wants of the users and stakeholders.
• Feasible: The solution can be implemented with the available resources and technology.
• Viable: The solution can generate value and sustain itself in the market and environment. By incorporating human-centered design, CK is aiming to create design solutions that are desirable for its Sales team and customers, feasible with the Salesforce platform and tools, and viable for its business goals and strategy. References:
• [1]: UX Designer Certification Prep: Design Thinking, Unit 3: Ideate
• [2]: UX Designer Certification Prep: Design Thinking, Unit 4: Prototype and Test

 T-shirt sizing is a methodology that can be used to roughly estimate the work required for each item in a sprint backlog. It involves assigning a size category (such as XS, S, M, L, XL) to each item based on its complexity, effort, and uncertainty. T-shirt sizing is a relative estimation technique that allows the team to compare items and prioritize them accordingly. It is also a quick and easy way to get a high-level overview of the scope of work without getting into too much detail. References:

• [UX Designer Certification Prep: Agile UX]
• [Agile Estimation Techniques: A True Estimation in an Agile Project]

To create a custom app for a new team of service agents, a UX Designer could customize the following parts of the user interface:

• Tabs within the app’s navigation bar: This allows the UX Designer to select which tabs are visible and accessible for the app users, such as Accounts, Contacts, Cases, etc. It can help the UX Designer to tailor the app to the specific needs and tasks of the service agents.
• Page layouts of the records: This enables the UX Designer to control how the fields and related lists are arranged and displayed on the record detail pages, such as the Case page layout. It can help the UX Designer to optimize the information architecture and usability of the record pages for the service agents.
• Details to be shown in the records highlights panels: This allows the UX Designer to choose which fields and actions are shown in the highlights panel at the top of the record pages, such as the Case Number, Status, Priority, etc. It can help the UX Designer to emphasize the most important and relevant information and actions for the service agents.

References:

• : Tabs within the app’s navigation bar
• : Page layouts of the records
• : Details to be shown in the records highlights panels

 Human-centered design is a practice where designers focus on people and their context, and seek to understand and solve the right problems for them. Human-centered design involves the following elements1:

• Empathy. Designers need to genuinely care about the people they design for, and build empathy by immersing themselves in the community that will use their products or services.
• Creativity. Designers need to find creative ways to solve users’ problems, and generate multiple ideas and prototypes that can be tested and refined.
• Business needs. Designers need to make their products or services commercially successful, and align them with the goals and values of the organization.

To incorporate human-centered design across its organization, Cloud Kicks should adopt the following two practices:

• Observing user behavior. Designers should conduct user research and communicate with their users regularly, to understand their needs, motivations, challenges, and goals. Observing user behavior can help designers to identify the pain points and opportunities for improvement, and to validate their assumptions and hypotheses.
• Putting oneself in the situation of the end user. Designers should empathize with their users, and try to see the world from their perspective. Putting oneself in the situation of the end user can help designers to create products or services that are relevant, useful, and desirable for them.

The following two practices are not aligned with human-centered design, and should be avoided:

• Including innovative ideas to showcase technology. Designers should not prioritize technology over people, and should not include features or functions that are not necessary or beneficial for the users. Including innovative ideas to showcase technology can lead to products or services that are complex, confusing, or frustrating for the users.
• Creating requirements based on business leaders’ priorities. Designers should not ignore the voice of the users, and should not create products or services that only satisfy the business needs. Creating requirements based on business leaders’ priorities can lead to products or services that are irrelevant, useless, or undesirable for the users.

References: Human-Centered Design: An Introduction, Practices, and Principles - Shopify

These three features allow fields to be available when viewing a record in Salesforce.

• A highlights panel displays key fields at the top of a record page in Lightning Experience. It can be customized to show the most important information for each object.
• A compact layout determines which fields appear in the highlights panel, the list view hover, and the Salesforce app. It can be assigned to different record types and profiles.
• A list view displays a set of records that meet specified filter criteria. It can be sorted and filtered by different fields, and users can select which fields to display in the list view.

References:

• [Customize the Highlights Panel]
• [Create and Assign Compact Layouts]
• [Create and Customize List Views]

The users can improve their end-user experience by favoriting the often used object and personalizing the navigation bar. Favoriting the object allows the users to access it quickly fromthe Favorites menu in the header. Personalizing the navigation bar allows the users to add, remove, or reorder the items that they use frequently. These features do not require the administrator to create a new app or modify the existing one, and they can be customized by the users themselves according to their preferences and needs. References:

• [Salesforce Certified User Experience Designer Exam Guide], Section 3.1: Design and implement solutions that meet user needs
• [UX Designer Certification Prep: User-Centered Design], Unit 4: Design for User Needs
• [Prepare for Your UX Designer Credential], Trailmix: User-Centered Design
• [Salesforce Help: Favorites in Lightning Experience]
• [Salesforce Help: Personalize Your Navigation Bar]

Card sorting is a UX research method where participants group ideas or information into different categories, based on what feels natural to them. Card sorting is ideal for the early stages of a website project, when the UX designer needs to understand how users organize and label content. Card sorting can help the UX designer to suggest a suitable architecture for the internal community, based on the employees’ mental model and expectations. Card sorting can also reveal any gaps or overlaps in the content, and provide insights for naming the categories and subcategories. References: Card Sorting / Tree Testing | Bentley University, Tree Testing vs. Card Sorting: Which is Right for You? | Maze

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]

 An Enablement Site is a custom-branded site that allows users to access learning content, such as modules, trails, and trailmixes, from Trailhead. It also allows admins to create and assign custom modules that are specific to their organization’s needs and goals. An Enablement Site can be used to gamify the learning experience by adding badges, points, and leaderboards. An Enablement Site can also provide analytics and reports on the learners’ progress and performance. Therefore, an Enablement Site is the best option for Cloud Kicks to create a gamified learning content for its internal users and leadership, as well as a custom product training. References:

• [Trailhead: Enablement Site Basics]
• [Trailhead: Create Custom Modules for Your Enablement Site]
• [Trailhead: Gamify Your Enablement Site]

 Confirmation bias is the tendency to seek out and prefer information that supports our preexisting beliefs, while ignoring or rejecting information that contradicts them. Confirmation bias can affect the validity and reliability of user feedback, as it can lead to biased questions, selective interpretation, and skewed results. To avoid confirmation bias in user feedback, Cloud Kicks can follow these two strategies:

• Interview users about the intended use of the product to support the questionnaire creation. This can help Cloud Kicks to understand the user needs, expectations, and goals, and to design questions that are relevant, clear, and unbiased. By interviewing users, Cloud Kicks can also avoid making assumptions about the user behavior, preferences, and pain points, and instead base their questions on real user data and insights 1.
• Diversify feedback by ensuring it features as many unique perspectives as possible. This can help Cloud Kicks to reduce the risk of sampling bias, which occurs when the feedback is collected from a group of users that is not representative of the target population. By diversifying feedback, Cloud Kicks can capture a wider range of user opinions, experiences, and feedback, and avoid overlooking or dismissing important user segments or viewpoints 2.

References: [How to Avoid Confirmation Bias in UX Research] [How to Avoid Sampling Bias in User Research]

Lightning console apps are designed to help users work faster and more efficiently by providing a workspace where they can access multiple records and their related records on the same screen. Users can complete actions with a single click, such as creating records, logging calls, sending emails, and updating fields, without losing context or switching tabs. Lightning console apps also support keyboard shortcuts, macros, and quick text to speed up common tasks. Lightning console apps are especially useful for sales representatives who need to provide quick, competitive pricing and close deals faster. They can also use Lightning console apps to view and manage their pipeline, collaborate with team members, and track their performance. Organizing items in the utility bar and adding records to Favorites are features that are available in any Lightning app, not just Lightning console apps. References: Salesforce Console in Lightning Experience, Create and Edit a Custom Lightning Console App, Create a Lightning Console App

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]

 According to the Salesforce Design System guidelines for button usage, the brand button should be used for the primary action on a page or modal, such as “Save” or “Continue”. The neutral button should be used for secondary or tertiary actions, such as “Cancel” or “Back”. The brand button should have more visual weight and contrast than the neutral button, to indicate its importance and guide the user’s attention. Therefore, the best option for the Cloud Kicks custom component is to use a brand button for “Continue” and neutral buttons for “Cancel” and “Back”. References: Trailhead: Systems Design with SLDS, Salesforce Developers: Buttons, Lightning Design System: Buttons

 The two Salesforce features that should be suggested to improve the end-user experience are:

• Favorite the often-used object. This feature allows the users to bookmark the object’s tab and access it quickly from the Favorites menu in the header. This way, the users do not have to search for the object in the App Launcher or switch to a different app to use it.
• Personalize the navigation bar. This feature allows the users to customize the navigation bar in their Lightning app by adding, removing, or reordering the items. This way, the users can add the object they often use to their navigation bar and access it easily from any page in the app.

References:

• : Favorites in Lightning Experience
• : Personalize Your Navigation Bar

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] [Service Cloud Overview]

 Diversity, inclusion, and equality in design are values that can lead to positive business outcomes, such as less employee turnover, greater market share, and economic growth. These values can help create a more inclusive and innovative workplace, where employees feel valued, respected, and engaged, and where customers feel understood, represented, and satisfied. Some of the benefits of these values are:

• Less employee turnover: Diversity, inclusion, and equality in design can reduce employee turnover by fostering a culture of belonging, trust, and collaboration, where employees can thrive and grow. According to a Salesforce report1, employees who feel a sense of belonging at work are 5.3 times more likely to feel empowered to perform their best work, and employees who feel their voice is heard at work are 4.6 times more likely to feel empowered to perform their best work. Moreover, employees who feel valued and included are more likely to stay loyal to their employer, reducing the costs and risks of hiring and training new staff.
• Greater market share: Diversity, inclusion, and equality in design can increase market share by expanding the customer base, enhancing the customer experience, and improving the brand reputation. According to a McKinsey report2, companies in the top quartile for ethnic and cultural diversity on executive teams were 36% more likely to experience above-average profitability than companies in the fourth quartile. Moreover, companies that design products and services that meet the needs and preferences of diverse customers can gain a competitive edge and increase customer loyalty and retention.
• Economic growth: Diversity, inclusion, and equality in design can contribute to economic growth by boosting productivity, innovation, and social impact. According to a World Bank report3, increasing women’s labor force participation and earnings could add $172 trillion to global wealth. Moreover, companies that leverage the diverse perspectives and experiences of their employees can generate more creative and effective solutions, and companies that support social causes and environmental sustainability can create positive change and attract more customers and investors.

References:

• [Our 2023 Annual Equality Update: Where We Are and Where We’re Going - Salesforce]1
• [Diversity wins: How inclusion matters | McKinsey]2
• [Women, Business and the Law 2020 | World Bank]3

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 &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

An empathy map is a tool that helps to synthesize what CK knows about the users and share this insight with the rest of the organization. An empathy map is a visual representation of the user’s perspective, based on their thoughts, feelings, actions, and needs. It helps to create a shared understanding of the user’s goals, pain points, motivations, and emotions. An empathy map can also help to identify gaps in the user research and generate new ideas for design solutions. References:

• : Creating a Customer Empathy Map Using The 5 Senses
• : Why Empathy Is Crucial to Business Success
• : Use Empathy Maps to build better software

Typography, color, and imagery are visual design elements that can be used to create a consistent and recognizable corporate style and branding. Typography refers to the choice and use of fonts, sizes, weights, and spacing to convey meaning and hierarchy. Color refers to the selection and application of hues, shades, tints, and tones to create contrast, harmony, and mood. Imagery refers to the use of photos, illustrations, icons, and graphics to communicate messages, concepts, and emotions.

References:

• [Salesforce Certified User Experience Designer Exam Guide], Section 2.3: Demonstrate knowledge of visual design principles and best practices.
• [UX Designer Certification Prep: Visual Design], Unit 2: Typography, Color, and Imagery.

The one token and one utility class that should be suggested to the developers to ensure custom components respect the density settings are:

• varSpacingMedium. This is a design token that defines the medium spacing value for the vertical and horizontal spacing between elements. This token can be used to adjust the spacing according to the density setting of the user. For example, if the user prefers the Comply density setting, the token value will be 16px, and if the user prefers the Compact density setting, the token value will be 8px.
• slds-p-around_medium. This is a utility class that applies the medium padding value to all sides of an element. This class can be used to add padding to the custom component according to the density setting of the user. For example, if the user prefers the Comply density setting, the class will apply 16px of padding, and if the user prefers the Compact density setting, the class will apply 8px of padding.

References:

• : Design Tokens
• : Spacing Tokens
• : Utility Classes
• : Padding Utility Classes

 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

Designing perceivable content means that the content should be presented in a way that can be convertible between different formats, so that users with different sensory abilities can access it. For example, providing text alternatives for images and videos, captions and transcripts for audio, and audio descriptions for visual content. This way, users who are blind, deaf, or have low vision or hearing can perceive the content using assistive technologies, such as screen readers, braille keyboards, or captions. The content should not only be presented in a visual format (A) or an audio format (B), as that would exclude users who cannot see or hear the content. The content should be adaptable to different formats and devices, and follow the Web Content Accessibility Guidelines (WCAG) principle of perceivability12. References:

• Perceivable - Accessibility | MDN
• What Is Perceivability in Web Accessibility? WCAG Principles Explained

A docked utility bar is a Salesforce configuration feature that allows users to access common productivity tools, such as notes, history, or macros, from a fixed footer at the bottom of the screen1. A list view - split view is a Salesforce configuration feature that allows users to see a list view and a record side by side in a split-screen layout2. These two features can help the IT help desk team quickly resolve queued cases by providing them with a persistent place to create notes and the ability to view their case queue while working a particular case. Dynamic forms and activity timeline are not relevant for this scenario, as they do not address the requirements of the IT help desk team.

References: Utility Bar - Salesforce Help and Split View - Salesforce Help

Compact display density is a global user interface setting that allows users to view more content on every screen by reducing the amount of space between page elements and aligning the field labels to the left of the fields. Compact display density is suitable for text information-rich Salesforce orgs, such as Cloud Kicks, that want to maximize the use of limited screen space on laptops. Compact display density can be set as the default for the org by the system admins, or chosen by individual users from their profile menu1.

Comfy display density is another global user interface setting that provides a spacious view with labels on the top of fields and more space between page elements. Comfy display density is suitable for orgs that want to emphasize readability and clarity, or that have more complex or interactive fields. Comfy display density is not the best option for Cloud Kicks, as it would reduce the amount of content that can be displayed on each screen1.

Enable collapsible sections is a feature that allows users to collapse or expand sections on a record page layout. Collapsible sections can help users focus on the most relevant information and reduce scrolling. However, collapsible sections are not a global user interface setting, but a page layout option that can be configured by the admins. Collapsible sections can be used in combination with either comfy or compact display density, but they do not affect the alignment of the field labels or the spacing between the page elements2.

References: 1: Personalize Lightning Experience Display 2: Collapsible Sections in Lightning Experience Record Pages

A top-of-page validation is a type of validation rule that displays an error message at the top of the page when a user tries to save a record that does not meet certain criteria. A field validation is a type of validation rule that displays an error message next to a specific field when a user tries to save a record that does not meet certain criteria. The advantage of using field validations over top-of-page validations is that they provide more clarity and guidance to the user about which fields need to be corrected and why. They also reduce the cognitive load and the scrolling effort for the user, as they can see the error message right next to the field they are editing. Therefore, to help the Client Service team at Cloud Kicks efficiently find the correct fields when editing an order record, the UX designer should replace the top-of-page validation with two field validations, assigning the respective fields that are required to validate and save the order changes. References:

• : User Experience Designer Certification Prep: Module 5: Design User Interfaces
• : User Experience Designer Certification Prep: Module 7: Implement User Interfaces
• : Validation Rules

 Experience Cloud is the Salesforce solution that enables businesses to create engaging and personalized digital experiences for their customers, partners, and employees. Experience Cloud can easily integrate customer relationship management (CRM) data from Sales Cloud, Service Cloud, and other Salesforce products to provide a seamless and consistent experience across different touchpoints. Experience Cloud can also leverage the power of Commerce Cloud to create B2B sales portals that allow buyers to browse, order, and pay for products online. Experience Cloud offers various templates, components, and tools to design and build customized and branded B2B sales portals that meet the needs and expectations of the target audience. References: Experience Cloud Overview, Learn About B2B Commerce, Salesforce B2B Commerce Basics

The best onboarding design practice for Cloud Kicks would be to identify the message, audience, and purpose for content. This would help them tailor the content to the different needs and preferences of their employees, and provide them with the most relevant and useful information. Providing written help documentation as the single source of truth for learning about new features (A) might not be engaging or effective for all users, especially those who prefer visual or interactive learning. Creating pop-ups to give users a full visualization of a product © might be intrusive or overwhelming for some users, and might not explain the benefits or features of the product clearly. Identifying the message, audience, and purpose for content (B) isa key step in creating user-centered onboarding design, as it helps to define the goals, scope, and tone of the content, and to align it with the user’s needs, expectations, and motivations. References:

• [UX Designer Certification Prep: Onboarding Design]
• [UX Designer Certification Prep: Content Strategy]
• [Salesforce Certified User Experience Designer Exam Guide]

Confirmation bias is the tendency to seek, interpret, and remember information that confirms one’s preexisting beliefs or hypotheses, while ignoring or discounting information that contradicts them1. Confirmation bias can affect user feedback sessions by influencing how the researcher designs the test, asks the questions, observes the behavior, and analyzes the data of the users. Confirmation bias can lead to inaccurate or incomplete insights, and ultimately to poor design decisions2.

One way to avoid confirmation bias in user feedback sessions is to allow the user to explore the application without specific questions regarding which tasks to perform. This can help the researcher to observe the user’s natural and spontaneous interaction with the application, without imposing any expectations or assumptions on them. This can also help the user to express their honest opinions and feelings about the application, without being influenced by the researcher’s questions or suggestions. This can result in more authentic and unbiased feedback, and more reliable and valid insights3.

Asking open-ended questions staying away from questions regarding feelings is not a good way to avoid confirmation bias in user feedback sessions, because it can limit the depth and richness of the feedback, and miss the opportunity to understand the user’s emotions and motivations. Open-ended questions are questions that allow the user to answer in their own words, rather than choosing from a predefined set of options. Open-ended questions are useful for eliciting more detailed and nuanced feedback, and for exploring the user’s thoughts and feelings about the application. However, asking open-ended questions alone is not enough to prevent confirmation bias, as the researcher may still unconsciously frame the questions in a way that leads the user to confirm their hypotheses, or interpret the answers in a way that supports their beliefs. Asking questions regarding feelings is also important, as itcan help the researcher to understand the user’s emotional response to the application, and how it affects their satisfaction, engagement, and loyalty4.

Asking specific questions about known pain points to confirm your hypothesis is a bad way to avoid confirmation bias in user feedback sessions, because it can introduce the researcher’s bias into the feedback process, and influence the user’s perception and behavior. Asking specific questions about known pain points can lead the researcher to focus only on the information that confirms their hypothesis, and ignore or dismiss the information that challenges or contradicts it. It can also lead the user to pay more attention to the pain points that the researcher mentions, and overlook or downplay the other aspects of the application. This can result in skewed and distorted feedback, and misleading and invalid insights5.

References: 1: Confirmation bias - Wikipedia 2: How Confirmation Bias can affect user research | by Caroline Galipeau | UX Collective 3: 11 Types of Cognitive Biases to Avoid in User Research | Maze 4: How to Ask Good Questions in User Research | by Nick Babich | UX Planet 5: How to Avoid Confirmation Bias in User Research | by Sarah Doody | Medium

Voice and tone are two aspects of writing that affect how the reader perceives and responds to the content. Voice is the consistent expression of the writer’s or the brand’s personality, values, and attitude. Voice reflects who the writer or the brand is, and what they stand for. Tone is the variation of the voice depending on the context, audience, and purpose of the content. Tone is the way in which the writer or the brand speaks to the reader, and how they convey their emotions, intentions, and expectations. Tone can change depending on the situation, the message, and the reader’s needs and feelings12.

For example, at Salesforce, we have a voice that is friendly, helpful, and empowering. We use simple, clear, and conversational language that shows our respect and appreciation for our customers, partners, and community. We also use humor, metaphors, and storytelling to make our content engaging and memorable. However, our tone can vary depending on thetype and goal of the content. For instance, when we write instructional content, such as Trailhead modules or user guides, our tone is more informative, instructive, and supportive. We use active voice, imperative mood, and positive feedback to guide the learner and encourage their progress. When we write promotional content, such as blog posts or social media posts, our tone is more persuasive, enthusiastic, and inspiring. We use rhetorical devices, emotional appeals, and calls to action to attract the reader and motivate them to take action34.

Therefore, a UX Designer would differentiate between voice and tone by understanding that voice reflects personality, and tone is the way in which one speaks. References: Voice and Tone - Lightning Design System, How To Create a Voice and Tone Program For Your Brand | Salesforce, Learn Why We Write the Way We Do Unit | Salesforce Trailhead, Write for Trailhead Unit | Salesforce Trailhead

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

 To implement a brand style guide using out-of-the box Experience Builder features, the best option is to apply brand fonts and colors. This can be done by using themes and branding sets in Experience Builder. Themes are collections of information that define the visual flow of a site, such as colors, fonts, and spacing. Branding sets are groups of assets that can be applied to a theme, such as logos, images, and icons. By using themes and branding sets, CK can customize the look and feel of their site without coding or using a different template. References: Add Style to Your Experience Builder Site with Themes, Use Branding Sets in Experience Builder

 The best Salesforce solutions for Cloud Kicks to deliver consistently branded content at every touchpoint are Distributed Marketing and Journey Builder. Distributed Marketing allows individual agents to send personalized and compliant messages to their customers, using pre-approved templates and content created by the corporate marketing team1. Journey Builder enables the marketing team to design and automate customer journeys across channels and devices, using data and analytics to optimize the customer experience2. Email Builder and Customer 360 (B) are not sufficient to ensure consistent branding and communication, as they only cover email marketing and customer data integration, respectively. Service Cloud and Letterhead © are also not the best solutions, as they only focus on customer service and email formatting, respectively. References:

• Distributed Marketing | Salesforce
• Journey Builder | Salesforce

 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. References: Service Design Service Blueprints, How to create a service blueprinting facilitation guide, Workshop exercise: Service Blueprint

Human-centered design is a process that starts with the people you are designing for and ends with new solutions that are tailor-made to suit their needs. It involves understanding the problem from the perspective of the end-users, empathizing with their needs and preferences, and creating solutions that are desirable, feasible, and viable. To incorporate human-centered design across an organization, two practices that should be adopted are:

• Observing user behavior: This involves watching how users interact with a product or service, what they do, say, think, and feel. Observing user behavior can help identify painpoints, needs, goals, motivations, and emotions that drive user behavior. It can also reveal insights that users may not be able to articulate or may not be aware of themselves. Observing user behavior can be done through methods such as user interviews, contextual inquiry, usability testing, and analytics.
• Putting oneself in the situation of the end-user: This involves imagining or experiencing what the user goes through when using a product or service, and how they perceive and respond to it. Putting oneself in the situation of the end-user can help build empathy, understand the user’s context and environment, and generate ideas that address the user’s needs and expectations. Putting oneself in the situation of the end-user can be done through methods such as personas, scenarios, journey maps, and empathy maps.

References:

• : [What is Human-Centered Design?]
• : [Human-Centered Design: The Definitive Guide]
• : [UX Research: What is User Behavior?]
• : [Observing the User Experience: A Practitioner’s Guide to User Research]
• : [UX Research Methods: Observation]
• : [Empathy in Design Thinking]
• : [UX Research Methods: Empathy]

The Web Content Accessibility Guidelines (WCAG) are a set of standards that aim to make web content more accessible to people with disabilities. The WCAG are organized by four principles, which state that content must be:

• Perceivable: Users must be able to perceive the information and user interface components in ways they can sense, such as through sight, hearing, or touch.
• Operable: Users must be able to interact with the user interface components and navigate the content using various input methods, such as keyboard, mouse, voice, or gesture.
• Understandable: Users must be able to comprehend the information and the operation of the user interface, which means that the content must be clear, consistent, and predictable.
• Robust: Users must be able to access the content using a wide range of technologies, including different browsers, devices, and assistive tools, which means that the content must be compatible with current and future web standards. References: WCAG 2 Overview, Understanding the Web Content Accessibility Guidelines

Card sorting is a technique that helps UX designers understand the mental model of users and how they organize information into categories. Card sorting involves giving users a set of cards, each with a piece of information or a feature, and asking them to sort them into groups that make sense to them. The designer can then analyze the results and identify patterns, similarities, and differences among the users’ categorizations. Card sorting can help the designer suggest a suitable architecture for the new internal community, based on how the employees think about the site’s content and functionality. Card sorting can be done in person or online, using tools like OptimalSort or UserZoom1. References:

• [Salesforce Certified User Experience Designer Exam Guide], Section 2.1: Conduct user research
• [UX Designer Certification Prep: User Research], Unit 3: User Research Methods
• [Prepare for Your UX Designer Credential], Trailmix: User Research
• [Card Sorting: A Definitive Guide]1

Customer interviews are a qualitative research method that allows the UX Designer to understand the needs, goals, pain points, and behaviors of the target users. To conduct effective customer interviews, the UX Designer should follow some best practices, such as:

• Engage in a friendly and informal way: The UX Designer should try to establish rapport and trust with the interviewee, and make them feel comfortable and relaxed. This can help elicit honest and candid responses, and encourage the interviewee to share more details and stories. The UX Designer should use a conversational tone, smile, and show interest and empathy12
• Ask open-ended questions: The UX Designer should avoid asking yes/no questions, or questions that lead or suggest a specific answer. Instead, the UX Designer should ask open-ended questions that allow the interviewee to express their thoughts and feelings in their own words. The UX Designer should also probe deeper by asking follow-up questions, such as “why?”, “how?”, or “can you tell me more about that?” 12
• Listen actively and attentively: The UX Designer should focus on listening to the interviewee, and avoid interrupting, judging, or correcting them. The UX Designer should also use verbal and non-verbal cues, such as nodding, eye contact, and paraphrasing, to show that they are paying attention and understanding the interviewee. The UX Designer should also take notes or record the interview, with the interviewee’s permission, for later analysis12
• Ignore vague or general answers: This is not a best practice, because vague or general answers can indicate that the interviewee is not comfortable, engaged, or clear about the question. The UX Designer should try to clarify the question, or ask more specific or concrete questions, to elicit more meaningful and relevant responses12
• Analyze findings in the moment: This is not a best practice, because analyzing findings in the moment can distract the UX Designer from listening to the interviewee, and bias their interpretation of the data. The UX Designer should wait until the interview is over, and review thenotes or recordings, before analyzing the findings and identifying patterns, insights, and opportunities12

References:

• Customer Interviews: The Ultimate Guide - User Interviews
• How to Conduct User Interviews - Interaction Design Foundation

 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

To optimize Salesforce for the IT help desk team at Cloud Kicks, enabling them to quickly resolve queued cases, adding a List View component to the home page is the most effective approach because:

• Customization and Relevance:A List View component can be customized to show a list view that is specifically filtered to display cases that are both assigned to the team members and are currently open. This ensures that team members immediately see the most relevant cases as soon as they log in, without needing to navigate through the Salesforce interface.
• Efficiency:Having this component on the home page saves time and clicks, making the process of identifying and accessing pending cases more efficient, which is crucial for quickly resolving issues.

While options A (Case Assignment component) and C (Case inbox component) could also present cases to team members, the List View component's ability to be customized with specificfilters offers a more targeted approach to showing the most pertinent cases directly on the home page.

References:For more details on optimizing Salesforce for specific team roles, Salesforce's Help Documentation and Developer Guides offer extensive resources on using components like List Views to enhance user experience and efficiency. These guides provide step-by-step instructions on customizing the Salesforce interface to meet the needs of different teams within an organization.

Consequence scanning is a practice that helps teams to consider the potential consequences of their product or service on people, communities, and the planet1. It is an agile tool that fits within an iterative development cycle and allows teams to identify and mitigate risks, as well as focus on positive outcomes2. One of the goals of consequence scanning is to reframe the product objectives from multiple, diverse perspectives. This means that the team can explore how different stakeholders, such as users, organisations, or society, might be affected by the product or service, both intentionally and unintentionally2. By doing so, the team can ensurethat the product or service aligns with their values and culture, and that they are aware of the trade-offs and implications of their decisions2. Reframing the product objectives from multiple, diverse perspectives can also help the team to discover new opportunities, generate innovative solutions, and increase user satisfaction and trust3.

Encouraging team well-being through collaboration and identifying the best angle for positive launch press coverage are not the primary goals of consequence scanning, although they might be beneficial side effects. Consequence scanning is not a PR exercise, but a way to ensure responsible innovation and ethical design2. While consequence scanning can foster team collaboration and communication, it is not a team-building activity, but a way to share knowledge and expertise and raise concerns in a dedicated format2. References:

• Consequence scanning: How to mitigate risks in your service
• Consequence Scanning – an agile practice for responsible innovators
• What is consequence scanning?

According to the Web Content Accessibility Guidelines (WCAG) 2.1, the minimum color contrast ratio for normal text is4.5:11. This means that the difference in brightness (luminance) between the text color and the background color should be at least 4.5 times.This ensures that the text is readable by people with moderately low vision, color deficiencies, or contrast sensitivity1. The contrast ratio can be calculated using the formula:

L2​+0.05L1​+0.05​

whereL1​is the relative luminance of the lighter color andL2​is the relative luminance of the darker color2.The relative luminance is a value between 0 and 1, where 0 is black and 1 is white2.The contrast ratio can range from 1:1 (white on white) to 21:1 (black on white)2.

The contrast ratio requirement for normal text is lower for larger text or bold text, as they are easier to read at lower contrast.For large text (18 point or 14 point bold), the minimum contrast ratio is3:11.For graphics and user interface components, such as form input borders, the minimum contrast ratio is also3:13.For level AAA conformance, the minimum contrast ratio for normal text is7:1and for large text is4.5:11.

To evaluate the color contrast ratio of a site, there are various tools available, such as theContrast Checkeror theContrast Ratiotool. These tools allow users to enter the text color and the background color and see the contrast ratio and whether it meets the WCAG guidelines. They also provide suggestions for improving the contrast ratio if needed.

References:

• Understanding Success Criterion 1.4.3: Contrast (Minimum)
• Contrast Ratio - WCAG Color Contrast Checker
• WebAIM: Contrast Checker
• WCAG: Accessible colour and contrast ratios
• Contrast ratio - WCAG WG

The utility bar is a fixed footer that gives users quick access to productivity tools, such as notes, history, and recent items. It can be customized for each Lightning app to enhance the user experience and efficiency. Some of the standard use cases for using the utility bar are:

• Perform common tasks without navigating away from the page: Users can use the utility bar to perform tasks such as creating notes, logging calls, or sending emails without leaving their current context. This reduces the need for switching tabs or opening new windows, and saves time and clicks.
• Access to view a list of records favorited for quick access: Users can use the utility bar to access their favorites, which are records, lists, groups, or other items that they have marked with a star icon for easy access. This allows users to quickly navigate to the items they use most frequently, and organize them in a personalized way.
• Access at any time to a customized set of items specific to an app: Users can use the utility bar to access items that are relevant and useful for the app they are using. For example, in the Sales app, users can access the Lightning Dialer, the Assistant, or the Today’s Events utility. In the Service app, users can access the Omni-Channel, the Macros, or the Case Timer utility. The utility bar can be configured to show different items for different apps, depending on the user’s needs and preferences.

References:

• : User Experience Designer Certification Prep: Module 5: Design User Interfaces
• : Lightning App Builder: Utility Bar

 To create a unique experience for each audience that includes colors, images, and typography, the recommended out-of-the-box design approach is to use branding sets and assign them to each audience using audience targeting. Branding sets are collections of branding attributes, such as logos, fonts, colors, and images, that can be applied to a site or a page to customize its look and feel. Audience targeting is a feature that allows the designer to deliver different content and experiences to different groups of users based on criteria such as profile, location, or behavior. By creating branding sets and assigning them to each audience using audience targeting, the designer can easily create aunique and consistent experience for each audience without creating separate sites or custom themes. References: : Branding Sets | Salesforce Help : Audience Targeting | Salesforce Help : UX Designer Certification Prep: Designing with Experience Builder | Trailhead

The best approach for Cloud Kicks to create a unique look and feel for each audience is to create branding sets and assign them to each audience using audience targeting. With this approach, the same website can be used for both audiences, whilethe look and feel of each page can be tailored to each audience.

Branding sets allow you to create unique designs and apply them to specific audiences. You can create unique colors, images, and typography for each audience and then target them to the appropriate audiences using the audience targeting feature. This will ensure that each audience has a unique look and feel that meets their needs.

References: & & &type=5

 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

 According to the Salesforce documentation, the number of dynamic dashboards that an organization can have depends on the edition of Salesforce that they are using. A dynamic dashboard is a dashboard that runs using the security settings of the user viewing the dashboard, so that each user sees the data according to their own access level. Dynamic dashboards are useful for sharing one common set of dashboard components to users with different levels of access, without having to create separate dashboards for each user or role. The documentation states that:

• Enterprise Edition can use up to 5 dynamic dashboards
• Unlimited and Performance Edition can use up to 10 dynamic dashboards
• Developer Edition can use up to 3 dynamic dashboards
• Additional dynamic dashboards may be available for purchase

Therefore, since Cloud Kicks has an Unlimited Edition Salesforce org, they can create up to 10 different dynamic dashboards1 References: Taking Advantage of Dynamic Dashboards | Salesforce Developers

The Path feature that should be used to add onboarding value for the sales representatives is the Key fields component. The Key fields component allows the admin to specify up to five fields that are important or required for each stage of the Path. The sales reps can see and edit these fields directly from the Path, without scrolling through the record page. This helps to guide the reps on what information they need to gather or update at each stage, and ensures data quality and completeness. The Key fields component can also be used to enforce validation rules or required fields, by preventing the reps from moving to the next stage until they fill out the necessary fields. References:

• : Set Up a Path
• : Considerations and Guidelines for Creating Paths
• : Optimize Sales Processes with Path in Salesforce

Consequence Scanning is a workshop method that helps teams to identify and mitigate the potential positive and negative impacts of their products or services on users, society, and the environment. When conducting a Consequence Scanning workshop, two important considerations are:

• Consider design ramifications to prevent misuse and protect communities: This means that teams should think beyond the intended use cases and benefits of their products or services, and also consider the possible unintended or harmful consequences that may arise from their design choices. For example, teams should ask themselves how their products or services could be misused, abused, or exploited by malicious actors, or how they could affect vulnerable or marginalized groups, or how they could contribute to environmental or social issues. By considering these design ramifications, teams can proactively address and mitigate the ethical risks and challenges that may emerge from their products or services, and protect the well-being and interests of their users and communities.
• Bring together a cross-function group with varied experiences: This means that teams should involve diverse and relevant stakeholders in the Consequence Scanning workshop, such as product managers, designers, developers, researchers, testers, marketers, legal experts, ethicists, users, or representatives from affected communities. By bringing together a cross-function group with varied experiences, perspectives, and backgrounds, teams can gain a more holistic and comprehensive understanding of the potential impacts of their products or services, and avoid blind spots, biases, or assumptions that may limit their vision or judgment. A cross-function group can also foster more creative and collaborative problem-solving, and generate more inclusive and responsible solutions.

References:

• How To Run a Consequence Scanning Workshop
• Consequence scanning: How to mitigate risks in your service
• Incorporate Ethics by Design Concepts

Themes and branding allow Salesforce app developers to customize the look and feel of their apps to match their company’s branding and accessibility standards. One of the features of themes and branding is the ability to select a brand color, which is the primary color used for buttons, links, and highlights. Salesforce automatically generates a color palette based on the brand color, which includes accessible colors that meet the WCAG 2.1 contrast ratio guidelines. This ensures that the app is visually appealing and accessible to users with different color vision abilities. Developers can also customize other aspects of the theme, such as the logo, page background, and default font. References: [Themes and Branding Basics], [Accessibility in Salesforce]

These three methods would deliver a branded experience for a customer who has strict requirements to stay focused on out-of-the-box styling and components only. They are all features of the Builder tool, which is a drag-and-drop interface that allows users to create and customize websites without coding. By using these methods, a UX Designer can create a consistent and appealing visual identity for the customer’s site, as well as showcase their brand values and personality.

• Select a footer and configure which social media links to display: The footer is the bottom section of a web page that usually contains information such as contact details, terms and conditions, privacy policy, and social media links. By selecting a footer component from the Builder library, a UX Designer can easily add and configure the social media links that the customer wants to display on their site. This can help the customer connect with their audience, increase their brand awareness, and drive traffic to their social media platforms.
• Select a theme and customize content including copy and imagery: A theme is a predefined set of design elements, such as colors, fonts, and layouts, that can be applied to a website to give it a consistent and professional look. By selecting a theme from the Builder library, a UX Designer can quickly create a site that matches the customer’s brand identity and preferences. A UX Designer can also customize the content of the site, such as the copy and imagery, to make it more relevant and engaging for the customer’s target audience.
• Use the theme editor to adjust fonts, text case, colors, and site logo: The theme editor is a feature of the Builder tool that allows users to fine-tune the appearance of their site by adjusting various design elements, such as fonts, text case, colors, and site logo. By using the theme editor, a UX Designer can create a site that reflects the customer’s brand personality and style, as well as enhance the readability and usability of the site. A UX Designer can also upload the customer’s site logo, which is a graphical representation of their brand name or symbol, to increase their brand recognition and credibility.

References:

• Builder Overview
• Create a Site with Builder
• Customize Your Site with the Theme Editor

 Shadow DOM is a web standard that encapsulates the internal document object model (DOM) structure of a web component. It isolates the component’s markup and styles from the rest of the page, and prevents the component from being affected by or affecting the global DOM. When designing or developing the stylesheets for a parent-child LWC structure, the following impacts of the shadow DOM should be considered:

• The CSS styles defined in the parent list component are not shared with the child items. This is because the shadow DOM creates a boundary between the parent and the child components, and the styles defined in the parent component do not cascade down to the child components. This means that each component needs to define its own styles, or import them from a common source. This also means that the parent component cannot directly style the child components, or vice versa12.
• Any custom styles shared between the list and child items should be imported from a shared CSS file. This is a recommended practice to avoid duplicating the same styles in multiple components, and to maintain consistency and reusability. A shared CSS file can be created as a static resource, and imported into the components using the loadStyle() method from the platformResourceLoader module. Alternatively, a shared CSS file can be created as a LWC component, and imported into the components using the @import directive134.

References:

• : [Shadow DOM | Lightning Web Components Developer Guide | Salesforce Developers]
• : [Light DOM | Lightning Web Components Developer Guide | Salesforce Developers]
• : [Understanding Shadow DOM and Template in LWC – SFDC Lightning]
• : [Shadow DOM, CSS and Styling Hooks in LWC what you need to know]
• : [How to Share CSS Between Lightning Web Components | Salesforce Developers Blog]
• : [How to Use a Shared CSS File in a Lightning Web Component | Salesforce Developers Blog]

A formula field is a custom field that calculates a value based on a formula expression. A formula field can display text, numbers, dates, or images. A formula field can use the IMAGE function to display an image from a URL. A formula field can be added to an object page layout to show the image on the record detail page1.

A static resource is a file or a collection of files that can be uploaded to Salesforce and referenced in a formula field, a Visualforce page, a Lightning component, or a web tab. A static resource can store images, style sheets, JavaScript, or other files. A static resource can be used to store the custom image that Cloud Kicks wants to display on the record detail page2.

An object page layout is a configuration of fields, buttons, related lists, and other components on a record detail page. An object page layout can be customized to show different information for different users, based on their profiles or record types. An object page layout can be used to add the formula field that displays the custom image to the record detail page3.

These platform tools can be used to achieve the requirement of adding a custom image to a record detail page, making it easier for Cloud Kicks to visually identify its current membership level. For example, the formula field can use the IMAGE function to display the custom image from the static resource, based on the value of another field that indicates the membership level. The object page layout can then include the formula field on the record detail page for the relevant users.

Image field is a custom field that allows users to upload and display images on a record. Image field can be used to show images on a record detail page, but it is not suitable for Cloud Kicks’ requirement, because it does not allow the image to be determined by a formula expression. Image field requires the user to manually upload the image for each record, which is not efficient or consistent4.

Dynamic form is a feature that allows admins to add, group, and reorder fields and sections on a Lightning record page using the Lightning App Builder. Dynamic form can be used to create flexible and dynamic page layouts that can adapt to different contexts and scenarios. Dynamic form also supports visibility rules, which can be used to show or hide fields or sections based on filters or conditions. However, dynamic form is not a platform tool that can be used to display a custom image on a record detail page, as it does not affect the content or functionality of the fields. Dynamic form can only be used to configure the layout of the fields, not the values or images of the fields5.

Lightning components are reusable units of user interface that can be used to build Lightning pages and applications. Lightning components can be built using HTML, CSS, JavaScript, and Apex. Lightning components can display data, images, icons, charts, buttons, or other elements on a Lightning page. SLDS icons are icons from the Salesforce Lightning Design System that can be used in Lightning components to represent actions, objects, or concepts. Compact layouts are page layouts that show a record’s key fields at a glance in the highlights panel, the list view, the Related tab, and other places. Compact layouts can be used to customize which fields are displayed in these places6.

Lightning components, SLDS icons, and compact layouts are platform tools that can be used to display images on a Lightning page, but they are not the best option for Cloud Kicks’ requirement, because they are more complex and require more development skills than a formula field, a static resource, and an object page layout. Lightning components also require more maintenance and testing than formula fields. SLDS icons are predefined icons that may not match the custom image that Cloud Kicks wants to display. Compact layouts are not relevant for displaying images on a record detail page, as they only affect the highlights panel and other places6.

References: 1: Use Images in ‘Formula’ Fields - Salesforce 2: Static Resources | Salesforce Developer Guide 3: Page Layouts | Salesforce Help 4: Image Field | Salesforce Platform - YouTube 5: Dynamic Forms Tips and Considerations - Salesforce 6: Lightning Components Basics Unit | Salesforce Trailhead

 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. References:

• 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

The designer should describe SLDS styling hooks as custom CSS properties that can easily style base and custom components. Styling hooks are placeholders in the SLDS style sheet that allow developers to customize the look and feel of their Lightning components by using the corresponding CSS custom properties. For example, the developer can change the background color of a button by setting the value of the --slds-c-button-brand-color-background custom property. Styling hooks are especially useful when working with web components and shadow DOM, as they enable component-level customizations without affecting the global styles. Styling hooks also provide consistency and performance benefits, as they leverage the SLDS design tokens and the native browser support for CSS custom properties. References:

• : Styling Hooks - Lightning Design System
• : SLDS Styling Hooks | Lightning Web Components Developer Guide | Salesforce Developers
• : SLDS Styling hooks in Lightning web components - Forcetrails

The designer should describe the Salesforce Lightning Design System (SLDS) styling hooks as using standard CSS properties to easily style base and custom components. SLDS styling hooks allow developers to quickly and easily apply CSS classes to HTML elements, enabling consistent styling across both base and custom components. This allows developers to quickly and easily apply branding and styling to their Lightning Web Components, without needing to write custom CSS. For more information about SLDS styling hooks, please see the following Salesforce

 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]

 The two design considerations that should be made when creating a customer support site in Experience Builder that will be internationalized across 12 different countries are:

• Countries may read text in a different direction (right to left vs. left to right) and layouts will need to be adjusted. This is because some languages, such as Arabic and Hebrew, are written from right to left, while others, such as English and French, are written from left to right. This affects not only the text alignment, but also the placement of UI elements, such as buttons, menus, icons, and images. To accommodate different reading directions, the site should use a flexible layout that can be mirrored or flipped based on the language setting. This also follows the principle of designing for accessibility and inclusion, which is one of the learning objectives for the Salesforce User Experience Designer certification12
• Colors may have different cultural meanings in different countries, changing the intent of UI elements. This is because colors can convey different emotions, associations, and messages depending on the cultural context. For example, red can mean danger, passion, or luck, depending on the country. Therefore, the site should use colors that are appropriate andrespectful for the target audience, and avoid colors that may be offensive or misleading. This also follows the principle of designing for the user’s context and environment, which is another learning objective for the Salesforce User Experience Designer certification34

References: [Design for Accessibility and Inclusion], [Add Languages to Your Aura Sites], [Design for the User’s Context and Environment], [Color Meanings by Culture]

:  1 : :  2 : :  3 : :  4

A lookup relationship is a type of relationship that links two objects together, but the relationship is not required. This means that the child object can exist independently of the parent object. A lookup relationship can be either one-to-many or many-to-one, depending on the cardinality of the objects involved. For example, a contact can have a lookup relationship to an account, which means that a contact can belong to one account, but an account can have many contacts. Alternatively, a custom object can have a lookup relationship to a user, which means that a custom object can belong to many users, but a user can have only one custom object record. References: Trailhead: Data Modeling, Trailhead: Salesforce User Experience Designer Certification Prep, Salesforce Help: Define Lookup Relationships

When interviewing or surveying users, the UX designer should be aware of the following response biases that can affect the accuracy of the data collected:

• Social desirability bias: This is the tendency of respondents to answer questions in a way that they think will make them look good or conform to social norms and expectations. For example, when asked about their purchasing habits, respondents may underreport their spending on luxury items or impulse buys, or overreport their spending on charitable causes or environmentally friendly products. Social desirability bias can be reduced by ensuring anonymity and confidentiality, using indirect or less sensitive questions, or using implicit measures12.
• Recency bias: This is the tendency of respondents to recall and emphasize the most recent events or experiences, rather than the ones that occurred earlier or more frequently. For example, when asked about their purchasing habits, respondents may base their answers on their last purchase or the last month, rather than their average or typical behavior over a longer period of time. Recency bias can be reduced by using specific and clear time frames, using multiple sources of data, or using longitudinal methods34.

References:

• : [What Is Response Bias? | Definition & Examples]
• : [Types of User Research Bias and How to Avoid It in Your UX Design]
• : [Social Desirability Bias: Definition, Examples, and Solutions]
• : [Recency Bias: Definition, Examples, and Solutions]
• : [Recency Bias in User Research]
• : [Social Desirability Bias in Survey Research]

CK’s customers can engage in the following three ways using the out-of-box functionality of Experience Cloud:

• Endorsement of skills and expertise: Customers can endorse each other’s skills and expertise on their profiles, which helps to build trust and credibility within the community.
• Join affinity groups: Customers can join groups based on their interests, preferences, or needs, which allows them to connect with like-minded people and share relevant information.
• Recognize peers with badges: Customers can recognize each other’s contributions and achievements by awarding badges, which helps to motivate and appreciate the community members. References:
• : Endorse Skills and Expertise
• : Create and Manage Groups
• : Award Badges to Recognize Members

When designing the experience for a 'Case Solver' user persona, especially in the context of Cloud Kicks' Service Cloud instance, the activities to consider should revolve around the primary responsibilities and tasks of this role. For a Case Solver, these would include:

• Troubleshooting customer issues:This involves identifying, analyzing, and solving problems reported by customers. The design should facilitate easy access to relevant information, tools for effective problem-solving, and a seamless workflow for diagnosing issues.
• Logging activities:Keeping a detailed record of interactions, solutions provided, and any follow-up actions is crucial. The user interface should support efficient logging and tracking of activities to ensure accountability and facilitate continuous improvement in customer service.

While training other agents and editing knowledge articles (option B) and viewing the status of cases and analyzing campaign metrics (option C) are important in certain contexts, they do not directly align with the core activities of a Case Solver persona focused on direct customer support and problem resolution.

References:Salesforce's own documentation, such as the Salesforce Service Cloud User Guide, provides insights into designing user experiences for specific roles within the platform. It offers best practices and recommendations for optimizing the interface and workflows for various user personas, including those involved in case management and customer support.

The best way to ensure the end-user experience when designing a new page layout for a custom object in Salesforce is to group similar fields using sections. Sections are UI components that allow you to organize fields into logical groups and provide headings and descriptions for each group. Sections help to improve the readability, scannability, and usability of the page layout by reducing the visual clutter and providing a clear structure and hierarchy for the information. Sections also help to align the page layout with the user’s mental model and expectations, as well as the business processes and workflows. [UX Designer Certification Prep: User Interface Design Principles], [UX Designer Certification Prep: Salesforce Design System]

Including all potentially useful fields is not a good way to ensure the end-user experience when designing a new page layout for a custom object in Salesforce, because it can create a crowded and overwhelming interface that is hard to navigate and understand. It can also increase the cognitive load and the scrolling effort for the user, as well as the maintenance cost for the designer. It is better to include only the essential and relevant fields that the user needs to perform their tasks and goals, and use other methods such as related lists, tabs, or modals to display additional information. [UX Designer Certification Prep: User Interface Design Principles], [UX Designer Certification Prep: Salesforce Design System]

Making field labels and API names identical is not a good way to ensure the end-user experience when designing a new page layout for a custom object in Salesforce, because it can create confusion and inconsistency for the user and the developer. Field labels are the text thatappear on the user interface to identify the fields, while API names are the unique identifiers that are used by the system and the code to reference the fields. Field labels and API names should be different, because they have different purposes and audiences. Field labels should be clear, concise, and descriptive, using natural language and proper capitalization, punctuation, and spacing. API names should be concise, unique, and consistent, using underscores and camel case to separate words. [UX Designer Certification Prep: User Interface Design Principles], [UX Designer Certification Prep: Salesforce Design System]

Marking all fields as required is not a good way to ensure the end-user experience when designing a new page layout for a custom object in Salesforce, because it can create frustration and annoyance for the user, as well as increase the error rate and the abandonment rate. Required fields are fields that the user must fill in before they can save or submit the record. Required fields should be used sparingly and only for the fields that are absolutely necessary for the system or the business logic. Marking all fields as required can make the user feel pressured and constrained, and force them to enter irrelevant or inaccurate data. It can also make the user miss the truly important fields, or give up on completing the record altogether. [UX Designer Certification Prep: User Interface Design Principles], [UX Designer Certification Prep: Salesforce Design System] References: [UX Designer Certification Prep: User Interface Design Principles], [UX Designer Certification Prep: Salesforce Design System]

 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

The best place on the SLDS website for the designer to find accessible HTML and CSS used to create components along with implementation guidelines is the Component Blueprints1. Component Blueprints are framework-agnostic, accessible HTML and CSS that provide the basic structure and style for Lightning components1. The designer can use the Component Blueprints to create custom Lightning Web Components that are consistent with the Lightning Design System. Design Tokens (B) are not the best place to find HTML and CSS, as they are variables that store design attributes, such as colors, fonts, and spacing2. Development Tools © are not the best place to find implementation guidelines, as they are tools and resources that help developers build and test Lightning components, such as VS Code extensions, LWC recipes, and Playground3. References:

• Component Blueprints | Salesforce Lightning Design System
• Design Tokens | Salesforce Lightning Design System
• Development Tools | Salesforce Lightning Design System