Free Salesforce User-Experience-Designer Practice Exam with Questions & Answers | Set: 6

To view the history of cases that a specific customer has submitted, the representative should go through the following hierarchy of information: All Accounts > Account Detail > Contact Detail > Case Related List. This is because cases are related to contacts, and contacts are related to accounts. By navigating from the account level to the contact level, the representative can see all the contacts associated with a specific account. Then, by selecting a contact, the representative can see the case related list, which shows all the cases that the contact has submitted or been involved in. This way, the representative can view the history of cases for a specific customer in a logical and efficient manner. References: : UX Designer Certification Prep: Designing with Service Cloud | Trailhead : Service Cloud Basics | Salesforce Help

 A page header is a component that appears at the top of every page on a Digital Experience site, and usually contains the site logo, the site name, the navigation menu, and other elements that provide a consistent and recognizable look and feel for the site. A UX Designer can code the page header to update the logo for Cloud Kicks by using the Experience Builder or the Developer Console1. The Experience Builder is a point-and-click tool that allows creating and customizing the page header using predefined templates, themes, and components. The Developer Console is a code editor that allows creating and editing the page header using HTML, CSS, JavaScript, and Lightning components2. Both tools provide the option to upload and insert the new logo image file into the page header, and to adjust its size, position, and alignment.

The other two options, Visualforce pages and email templates, are not the places where the UX Designer needs to code to update the logo for Cloud Kicks. Visualforce pages are web pages that can be used to create custom user interfaces for Digital Experience sites, but they do not affect the page header, which is a separate component that can be added to any page3. Email templates are predefined layouts and content that can be used to send emails to the site users, but they do not have any impact on the site appearance or functionality.

References: Create a Custom Header for Your Site | Salesforce Trailhead and Customize Your Site Header and Footer | Salesforce Trailhead

To customize the theme in the external customer support site to match the style guide requirements, the recommended next step is to configure the Experience Builder Theme panel. The Theme panel allows the designer to customize the look and feel of the site by setting the logo, colors, fonts, and other branding elements. The designer can also create custom themes and assign them to different pages or audiences. The Theme panel is the preferred way to apply consistent branding across the site without writing any code or overriding any styles. References: : Theme Panel | Salesforce Help : UX Designer Certification Prep: Designing with Experience Builder | Trailhead

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

Audience targeting is a page layout feature that allows admins to create different versions of a Lightning page for different audiences, such as user profiles, roles, or permissions. Audience targeting can be used to control the visibility of the entire page or specific components on the page, such as tabs, fields, or sections. Audience targeting can help create personalized and relevant experiences for different types of users, and reduce the need for multiple page layouts1.

Audience targeting is the most suitable feature for the UX Designer to use in this case, because it can help them customize the Order record page layout for internal and external users, without creating separate page layouts. For example, the UX Designer can use audience targeting to show or hide certain fields, sections, or tabs based on the user’s profile or permission set. This way, the UX Designer can ensure that each user sees only the information that is relevant and appropriate for them.

Field-level security is a feature that allows admins to restrict the access and editability of fields for different users, based on their profiles or permission sets. Field-level security can help protect sensitive or confidential data, and enforce data quality and integrity. However, field-level security does not affect the visibility of fields on the page layout, only the access and editability. Field-level security also does not apply to other components on the page, such as tabs or sections2.

Dynamic forms is a feature that allows admins to add, group, and reorder fields and sections on a Lightning page using the Lightning App Builder. Dynamic forms can help create flexible and dynamic page layouts that can adapt to different contexts and scenarios. Dynamic forms also support visibility rules, which can be used to show or hide fields or sections based on filters or conditions. However, dynamic forms are not available for all standard objects, and they do not support audience targeting. Dynamic forms also do not affect the visibility of other components on the page, such as tabs34.

References: 1: Audience Targeting for Lightning Pages 2: Field-Level Security | Salesforce Security Guide - Salesforce Developers 3: Dynamic Forms Tips and Considerations - Salesforce 4: Salesforce Dynamic Forms: Overview & Deep Dive Tutorial

A/B testing is a testing method that compares two versions of a user interface design to measure which one performs better in terms of a specific goal, such as form completions. A/B testing can help the UX Designer to evaluate the effectiveness of different design elements, such as layout, color, typography, copy, etc. A/B testing can also help the UX Designer to optimize the conversion rate of the landing page and increase the number of leads generated. References: [A/B Testing], [Optimize Your Landing Pages with A/B Testing]

A UX Designer can customize the Salesforce Help Menu to meet the request of providing in-app guidance for key functions and processes for the Cloud Kicks’ Sales team in the following ways:

• Add links to printable tipsheets or training videos: This can help the Sales team to learn and review the key functions and processes at their own pace and convenience. The tipsheets or videos can be hosted on internal or external websites, and can be added to the custom help menu section in the Help Menu settings1. The links can have descriptive labels and icons to make them easy to identify and access.
• Create a just-in-time pop-up content based on new feature rollouts: This can help the Sales team to get familiar with the new features and functionalities that are introduced in the app. The pop-up content can be created using the In-App Guidance Builder2, which allows the UX Designer to define the content type, style, placement, timing, and audience of the pop-up. The pop-up content can include text, images, videos, or links to more resources.
• Provide access to specific Trailhead or MyTrailhead content: This can help the Sales team to gain skills and knowledge on the key functions and processes in a gamified and interactive way. The Trailhead or MyTrailhead content can be customized to match the business goals and branding of Cloud Kicks3. The content can be added to the custom help menu section in the Help Menu settings1, or embedded in the app using the Trailhead Component4.

References:

• Customize the Help Menu in Lightning Experience
• Create In-App Guidance for Your Users
• Customize Your Learning Experience with MyTrailhead
• Add the Trailhead Component to Your App

Inclusive design is a design approach that aims to create products and services that are accessible and usable by as many people as possible, regardless of their abilities, preferences, or circumstances. Some of the benefits of inclusive design are :

• Extending access to more users: By considering the diverse needs and situations of users, inclusive design can expand the reach and impact of the product or service. For example, designing a website that is compatible with screen readers can benefit not only users who are blind or visually impaired, but also users who are in low-light environments or have low bandwidth.
• Reducing friction for users in achieving their goals: By removing unnecessary barriers and providing multiple ways of interaction, inclusive design can enhance the user experience and satisfaction. For example, designing a mobile app that supports voice input and output can benefit not only users who have difficulty typing or reading, but also users who are multitasking or have their hands busy. References: : [UX Designer Certification Prep: Designing for Accessibility and Inclusion | Trailhead] : [Inclusive Design | Salesforce Developer Guide]

Inclusive design is a practice of designing products, services, and experiences that are accessible and usable for as many people as possible, regardless of ability, age, gender, race, language, or culture. By incorporating inclusive design practices, you can extend access to more users and reduce friction for users in achieving their goals. Salesforce provides more information on the benefits of inclusive design here: https://www.salesforce.com/blog/2020/11/what-is-inclusive-design.html.

One of the best ways to increase the acceptance of the results of a usability testing session is to invite the development team members to observe the usability sessions. By observing the sessions, the developers can see how the users interact with the product, what difficulties they face, what feedback they provide, and how they react emotionally. This can help the developers to empathize with the users, understand their needs and expectations, and appreciate the value of usability testing. Observing the sessions can also help the developers to identify and prioritize the issues that need to be fixed, and to collaborate with the UX designer on finding the best solutions. References: [How to Get Stakeholders to Buy into User Research] (https://ux.stackexchange.com/questions/31222/what-is-the-difference-between-usability-testing-and-user-acceptance-testing), [How to Involve Developers in User Research] (https://bing.com/search?q=usability+testing+acceptance)

The designer should consider the traits similar to customer personas when selecting users for testing. Customer personas are fictional representations of the target users of a product or service, based on user research and data. Customer personas help the designer to understand the needs, goals, behaviors, and preferences of the users, as well as their pain points and challenges. Customer personas also help the designer to empathize with the users and design solutions that meet their expectations and requirements. [UX Designer Certification Prep: User Research], [UX Designer Certification Prep: User Roles and Personas]

When selecting users for testing, the designer should aim to recruit users who match the traits of the customer personas as closely as possible. This ensures that the users who participate in the testing are representative of the actual or potential users of the product or service, and that the feedback and insights gathered from the testing are valid and reliable. Selecting users who have traits similar to customer personas also helps the designer to evaluate the usability and user experience of the product or service from the user’s perspective, and to identify and prioritize the areas for improvement. [UX Designer Certification Prep: User Research], [UX Designer Certification Prep: User Testing and Evaluation]

Traits dissimilar to customer personas, traits similar to friends and family, and traits of the most common demographic and ability are not criteria that the designer should consider when selecting users for testing. These criteria can lead to biased or inaccurate results, as they do not reflect the diversity and complexity of the user population. Users who have traits dissimilar to customer personas may not have the same needs, goals, or expectations as the target users, and may provide feedback that is irrelevant or misleading. Users who have traits similar to friends and family may not be objective or honest in their feedback, and may have a different level of familiarity or expertise with the product or service than the target users. Users who have traits of the most common demographic and ability may not account for the variations and differences among the target users, and may exclude or marginalize the users who have special needs or preferences. [UX Designer Certification Prep: User Research], [UX Designer Certification Prep: User Testing and Evaluation] References: [UX Designer Certification Prep: User Research], [UX Designer Certification Prep: User Roles and Personas], [UX Designer Certification Prep: User Testing and Evaluation]