Salesforce Certified User Experience Designer Exam Practice Test

Answer : A

When the Service team at Cloud Kicks faces difficulty due to an overload of list views, the most effective way to improve their experience is by decluttering the list views to make relevant ones easier to find. This can be achieved by:

Streamlining the List Views: Removing less frequently used or irrelevant list views from the public view helps in reducing clutter and focusing on the most pertinent information. This streamlining process makes navigation more intuitive and efficient for the service team members.

Options B (Updating Sharing Rules) and C (Allowing users to manage public list views) might help in managing access to records and customization, but they do not directly address the issue of having too many list views, which is the primary concern impacting the team's ability to find relevant information quickly.

Reference: Salesforce's documentation on managing list views provides strategies for organizing and customizing list views to improve usability and efficiency. This includes guidelines on creating, editing, and managing visibility of list views to ensure that users have access to the most relevant and useful information.

Answer : C

The best way for the designer to help mitigate pushback from developers is to work together on setting up UX Indicators.UX Indicators are a set of metrics that measure the user experience of a product or feature, such as usability, satisfaction, engagement, and adoption1. By working together on setting up UX Indicators, the designer and the developers can align on the goals and expectations of the design changes, and use data and evidence to evaluate their impact. This can help to reduce the subjective opinions and assumptions that might cause pushback, and foster a collaborative and user-centered culture. Sharing research notes from previous projects with them (A) might not be very helpful, as the research might not be relevant or applicable to the current project, and the developers might not trust or understand the research methods or findings. Getting buy-in from the development lead first and let them persuade others (B) might not be very effective, as it might create a top-down or hierarchical approach that does not involve the developers in the design process, and might make them feel excluded or ignored.Reference:

UX Designer Certification Prep: UX Indicators

Answer : C

The usability of accordion elements in a mobile environment could be improved by expanding the first section by default.This is because it can provide the user with a clear indication of what kind of content is hidden in the accordion, and encourage them to explore the rest of the sections1.Expanding the first section by default can also reduce the user's cognitive load, as they do not have to make a decision on which section to open first2.Moreover, expanding the first section by default can improve the accessibility of the accordion, as it can help screen reader users to understand the structure and purpose of the widget3.

Using the Back browser button to collapse content is not a good option, as it can confuse the user and break the expected browser behavior.The Back button is meant to navigate to the previous page, not to collapse an accordion section4.Using the Back button to collapse content can also create navigation issues, as the user might lose their current page or state4.

Moving an expanded section to the top of the screen is also not a good option, as it can disrupt the user's spatial memory and orientation.Moving an expanded section to the top of the screen can change the order and position of the accordion sections, which can make it harder for the user to find and access the section they want5.It can also create a jarring and inconsistent user experience, as the user might not expect the content to move around the screen5.

How to design the perfect accordion

Accordions: Design guidelines

Accessible Accordion - examples and best practices | Aditus

Don't Use The Back Button To Modify Data

Usability of a mobile navigation consisting mostly of accordions?

Answer : A

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 the type 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.Reference: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

Answer : A

According to the Salesforce Trailhead, the Trusted Advisor persona spends 3+ hours a day maintaining relationships with existing customers. They upsell products, grow deals, and manage renewals.This persona also spends time prospecting for new opportunities in existing accounts and gathering requirements from prospects1

Therefore, the key business process that defines their work and should be analyzed to make sure the delivered experience fits their needs is maintaining relationships with existing customers. This process involves understanding the customer's needs, goals, expectations, and satisfaction, as well as providing them with relevant solutions, support, and value.The UX Designer should focus on creating a user interface that enables the Trusted Advisor to easily access and update customer information, communicate and collaborate with customers, and track and measure customer loyalty and retention23

Managing sales pipeline and forecasting: This is not the key business process that defines the work of the Trusted Advisor persona, but rather the Data Expert persona. The Data Expert persona spends 3+ hours a day on reporting and sales forecasting.They also spend 1--3 hours managing the sales pipeline and tools for the sales team1

Customizing and administering Salesforce: This is not the key business process that defines the work of the Trusted Advisor persona, but rather the Sales Leader persona. The Sales Leader persona spends most of their day managing, coaching, and training sales reps.They also spend time managing tools and processes for sales reps, which includes customizing and administering Salesforce1

Learn About Sales Cloud Personas Unit | Salesforce Trailhead

How to Increase Your Sales with Personas for Salesforce Users | RTS Labs

How to Use Journey Mapping to Improve Employee Engagement

Answer : A

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.

Answer : C

The best approach to enable partners to quickly browse and see their opportunities segmented by key attributes is to configure a pre-filtered opportunity list view for each key attribute with the partner group. This way, the partners can easily access the list views that show only the opportunities that match the criteria, such as closing within 2 weeks or valued at more than $100,000. Creating a custom Lightning Web Component using a data table for each key attribute (A) might be too complex and time-consuming, and it might not be compatible with the Experience Builder. Allowing each user to create a filter for each key attribute and link to the opportunities list view (B) might be too tedious and inconsistent, and it might not provide a quick and easy way to browse the opportunities.Configuring a pre-filtered opportunity list view for each key attribute with the partner group is a simple and effective solution that leverages the existing functionality of the Experience Builder and the list view component12.Reference:

List View Component | Salesforce Experience Cloud

Create and Edit List Views | Salesforce Help