User-Experience-Designer Exam Dumps - Salesforce Certified User Experience Designer (WI25)

A UX designer who has been asked to improve Salesforce adoption among sales representatives at Cloud Kicks should conduct a workshop with stakeholders to align on the current state and build consensus as the next step after finding out that there is no clear and consistent sales process. This is because:

• A clear and consistent sales process is essential for defining the user needs, goals, and pain points, as well as the business requirements, objectives, and metrics. Without a clear and consistent sales process, the UX designer cannot design a user-centric and value-driven solution that meets the expectations and needs of both the users and the stakeholders.
• A workshop with stakeholders can help the UX designer to understand the existing sales process, identify the gaps, challenges, and opportunities, and facilitate a collaborative and participatory approach to define the desired future state and agree on the best practices and standards for the sales process. A workshop can also help to establish trust, rapport, and buy-in among the stakeholders, and ensure that they are aligned and committed to the project vision and goals.
• A workshop with stakeholders can also help the UX designer to gather feedback, input, and validation from the key decision-makers and influencers, and incorporate them into the design process. A workshop can also help to communicate the value proposition and benefits of Salesforce adoption, and address any concerns, questions, or resistance that the stakeholders may have.

References:

• Salesforce Adoption: Common Issues & 6 Best Practices - Itransition
• What is Salesforce Adoption? 15+ Salesforce Adoption Strategies | Salesforce Ben
• Improving Salesforce User Adoption: Strategies & Best Practices - Cynoteck
• 17 Best Salesforce Adoption Strategies for Success (2023) - Whatfix

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]

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

The best way to store the information of Cloud Kicks’ storage facilities in Salesforce is to use objects to represent storage facilities and fields to store facility details. This is because objects and fields in Salesforce are analogous to database tables and columns, respectively1. Each object contains a set of fields that store data values, and each record is an instance of an object1. Therefore, if Cloud Kicks wants to store the same information that they have in their Excel sheet, they can create a custom object called Storage Facility, and add fields for each detail that they want to track, such as location, capacity, inventory, and so on.Then, they can create records for each storage facility and populate the fields with the corresponding data. This way, they can store and manage their data in a structured and consistent way, and leverage the features and benefits of Salesforce, such as reports, dashboards, automation, and security23.

Using objects to represent facility details and fields to store storage facilities is not a valid option, as it does not make sense to use objects as data values. Objects are meant to represent entities or concepts, not attributes or properties1. Using objects to represent both storage facilities and facility details is also not a good option, as it would create unnecessary complexity and redundancy in the data model. Objects can be related to each other through various types of relationships, such as lookup, master-detail, or many-to-many4. However, in this case, there is no need to create a separate object for each facility detail, as they are not independent entities, but rather characteristics of the storage facilities. Creating a separate object for each detail would also require creating more fields, records, and relationships, which would increase the maintenance and storage costs, and reduce the performance and usability of the system5. References:

• Learn All About Objects and Fields in Salesforce - Forcetalks
• Mastering Salesforce CRM Administration - Packt Subscription
• Overview of Salesforce Objects and Fields
• Object Reference for the Salesforce Platform
• Understand Custom & Standard Objects Unit | Salesforce Trailhead

A cross-functional flowchart is a type of process map that shows the relationships between process steps and business teams. A cross-functional flowchart uses horizontal or vertical swimlanes to group the process steps by the roles or departments that are responsible for them. A cross-functional flowchart can help Cloud Kicks’ Discovery team to explain how different teams collaborate and communicate in the process, as well as identify any gaps, overlaps, or inefficiencies in the process. A cross-functional flowchart can also show the inputs, outputs, and decisions at each step, and the flow of information and materials across the swimlanes12. References:

• Cross-Functional Flowchart
• Create a Cross-Functional Flowchart

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

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

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