User-Experience-Designer Exam Dumps - Salesforce Certified User Experience Designer (SP23)

 A Community Manager is a Salesforce persona who is responsible for creating, managing, and moderating online communities that connect customers, partners, and employees. They spend most of their time engaging with community members, enforcing community standards, and providing member support. A Community Manager aligns with the user who performs similar tasks in moderating forums. References: : Salesforce Personas : Community Manager Roles and Responsibilities

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

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] (https://www.getapp.com/operations-management-software/a/salesforce-1-service-cloud/compare/salesforce-community-cloud/), [Service Cloud Overview] (https://titandxp.com/salesforce-experience-cloud-vs-service-cloud/)

The best approach to improve the Sales team’s experience with Contact records in Sales Cloud is to run the Salesforce Optimizer App to identify fields not in use. The Salesforce Optimizer App is a free tool that scans the Salesforce org and provides a diagnostic report on the performance and health of the org1. It analyzes how the org uses various features, such as fields, triggers, layouts, profiles, reports, and more, and suggests customizations and improvements based on best practices1. By running the Salesforce Optimizer App, the Sales team can find out which fields are not being used or are redundant, and remove or hide them from the Contact record page. This way, they can simplify the page layout, reduce the page load time, and focus on the fields that are relevant to their sales activities2.

Moving all unused fields to a separate section at the bottom of the page is not a good option, as it does not solve the problem of having too many fields on the page. It would still affect the page load time and the user experience, as the users would have to scroll down to see the entire page. Moreover, it wouldnot help the users to find the information they need, as the fields would not be organized in a logical or meaningful way3.

Implementing In-App Guidance to help users focus on the most important fields is also not a good option, as it does not address the root cause of the problem, which is having too many fields on the page. In-App Guidance is a feature that allows admins to create custom prompts and walkthroughs to guide users through tasks or processes on Salesforce Lightning pages4. It can be useful for user training, onboarding, or adoption, but it cannot replace the need for a clean and efficient page layout. In fact, having too many prompts or walkthroughs on the page can be distracting and annoying for the users, especially if they are not relevant or helpful4. References:

• Run the Salesforce Optimizer App
• Improve Your Implementation with Salesforce Optimizer
• Page Layouts
• In-App Guidance in Lightning Experience

A sketch plugin is a tool that allows the UX designer to quickly mock up Salesforce user interface experiences using the Lightning Design System (SLDS) resources, such as base components, tokens, and design patterns. The sketch plugin is a free plugin for Sketch, a design toolkit that helps create wireframes, mockups, sample screens, and more. With the sketch plugin, the designer can search and drag the prebuilt components from the plugin into the canvas, and export the mockups as pdf, jpeg, or png files. The sketch plugin also supports synonyms and variants for the components, making it easier to find and use the desired elements. The sketch plugin can be downloaded from the SLDS website1 or from the AppExchange2. References:

• [Create Quick Salesforce UI Mockups: Lightning Design System Plugin for Sketch]1
• [Lightning Design System Sketch Plugin]2

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

A Salesforce Console application is designed to optimize the user experience for service representatives who work on multiple records and tasks at the same time. The console navigation features allow the user to access multiple records and related information in a single screen, without switching back and forth between tabs or windows. The features that are relevant to the designer recommendation are:

• More than one detail item can be open at a time. This allows the user to work on multiple records simultaneously and switch between them easily.
• Multiple subtabs can be beneath a single parent record. This allows the user to view and access related information, such as activities, emails, notes, and attachments, without leaving the parent record.
• A split list of records and individual record detail can be seen on the same screen. This allows the user to browse through a list of records, such as a queue or a report, and see the details of the selected record on the same screen.

The feature that is not relevant to the designer recommendation is:

• Service representatives with lower resolution monitors will have a better user experience. This is not true, because a Salesforce Console application requires a minimum screen resolution of 1024 x 768 pixels to display properly. Users with lower resolution monitors may experience scrolling issues or truncated information.

References: What Features Are Available in Lightning Console Apps?, Personalize the Navigation Menu for Lightning Console Apps, Navigate Around

A heuristic evaluation is a usability inspection method that involves having evaluators examine a user interface and assess its compliance with established usability principles (or “heuristics”). These heuristics are guidelines or rules of thumb that help identify common usability problems. During a heuristic evaluation, evaluators inspect the interface and identify potential usability issues based on the heuristics. The evaluators then report their findings to the designers or developers, who can use this feedback to improve the interface. Heuristic evaluation is a cost-effective and efficient way to identify usability problems early in the design process. It can be done quickly and does not require large groups of participants. It is particularly useful for identifying problems that may not be detected through user testing or surveys1.

A heuristic evaluation is the most suitable method for determining the portal’s compliance with recognized standard usability principles, such as Nielsen’s 10 heuristics for user interface design2. These heuristics cover aspects such as visibility of system status, match between system and the real world, user control and freedom, consistency and standards, error prevention, recognition rather than recall, flexibility and efficiency of use, aesthetic and minimalist design, help users recognize, diagnose, and recover from errors, and help and documentation. By applying these heuristics to the portal, the UX team can identify and prioritize the usability problems that need to be fixed.

An intuitive review is a less formal and less rigorous method of usability inspection, where an evaluator relies on their own intuition and experience to judge the usability of an interface. An intuitive review does not follow a set of predefined heuristics or criteria, and it is more subjective and prone to bias. An intuitive review can be useful for getting a quick overview of the interface, but it is not as reliable or comprehensive as a heuristic evaluation3.

User testing is a usability evaluation method that involves observing and collecting data from actual or potential users as they perform tasks with the interface. User testing can provide valuable insights into how users interact with the interface, what difficulties they encounter, and what their preferences and expectations are. User testing can also measure the effectiveness, efficiency, and satisfaction of the interface. However, user testing is not the bestmethod for determining the compliance with standard usability principles, as it does not directly assess the interface against the heuristics. User testing is also more time-consuming, resource-intensive, and complex to conduct than heuristic evaluation4.

References: 1: A Comparison of User Testing and Heuristic Evaluation Methods for Identifying Website Usability Problems | SpringerLink 2: 10 Usability Heuristics for User Interface Design 3: Heuristic Evaluation of User Interfaces versus Usability Testing 4: Difference Between Heuristic Evaluation VS Usability Testing - Storyly

 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

The Console is a tab-based workspace that allows users to access multiple records and related information on a single screen. This can help users who need to switch between different records quickly and easily, without losing context or wasting time. For example, a salesperson who needs to compare different opportunities, check account details, or update contact information can benefit from using the Console. The Standard Salesforce Navigation, on the other hand, only allows users to open one record at a time, which can be limiting for some use cases. References: : Salesforce Console : Explore the Service Console

 The human-centered design approach is a problem-solving technique that puts real people at the center of the development process, enabling designers to create products and services that resonate and are tailored to the audience’s needs. The human-centered design approach typically involves four stages: clarify, ideate, develop, and implement1. The first stage, clarify, is dedicated to collecting data and observing the users to clarify the problem and how to solve it. Rather than developing products based on assumptions, designers conduct user research and assess user needs to determine what the users want. The clarify stage requires empathy—the capability of understanding another person’s experiences and emotions. Designers need to consider the users’ perspectives and ask questions to determine what products they’re currently using, why and how they’re using them, and the challenges they’re trying to solve2.

Therefore, the activity that should come first in the human-centered design process is observing the medical staff while they use their existing portal. This activity will help the UX designer to understand the context, the goals, the pain points, and the preferences of the medical staff,as well as to identify the opportunities for improvement and innovation. The other activities, such as estimating the cost, writing technical requirements, and designing a mockup, belong to the later stages of the human-centered design process, after the problem and the user needs have been clearly defined.

References: What is Human-Centered Design? — updated 2023 | IxDF and What Is Human-Centered Design? | HBS Online

The first activity inthe process when using a human-centered design approach to redesign a portal that medical staff use to report on patient demographics should be observing the medical staff while they use their existing portal. This is a critical step in the process, as ithelps to identify user needs, preferences, and behaviors so that the design of the new portal can be tailored to meet their specific needs.

Observing the medical staff while they use the portal will help to identify any existing problems and highlightareas where the portal can be improved. This can include issues with usability, functionality, and accessibility. Additionally, observing how the medical staff interact with the portal can help to identify any potential areas of improvement and uncover anyhidden requirements or user needs.

References: [1] https://www.salesforce.com/blog/2019/02/human-centered-design.html [2]  https://uxplanet.org/human-centered-design-process-3d3d3f9a50db [3] https://uxdesign.cc/human-centered-design-for-ux-designers-d4f0e741b9a9

A design thinking approach is a human-centered method for solving complex problems and creating innovative solutions. It involves understanding the needs and desires of the users, generating and testing multiple ideas, and iterating on the feedback and results. A design thinking approach can be divided into two types of thinking: divergent and convergent. Divergent thinking is the process of generating many possible solutions to a problem without judging or filtering them. It encourages creativity, exploration, and experimentation. Convergent thinking is the process of evaluating, selecting, and refining the best solution to a problem. It involves analysis, logic, and criteria. Divergent and convergent thinking are complementary and cyclical. They help the designer to expand the solution space and then narrow it down to the most feasible and desirable option. By using both types of thinking, the designer can encourage more creative problem-solving and avoid premature convergence or fixation on a single idea. Therefore, the best approach combination for the UX Designer at Cloud Kicks is divergent and convergent thinking. References: Trailhead: Design Thinking, Trailhead: Salesforce User Experience Designer Certification Prep, Divergent and Convergent Design Thinking

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

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?

The SLDS utility that provides the most flexible system to meet the requirements of designing a responsive page is Grid. Grid is a utility that allows you to create a layout using a series of rows and columns that house your content. Grid uses a 12-column structure that can be adjusted based on breakpoints, which are predefined screen sizes that trigger a change in the layout. Grid also supports nesting, alignment, ordering, and offsetting of the columns. By using Grid, you can create a responsive page that can adapt to different screen resolutions and devices12 References: [Grid - Lightning Design System], [Mastering Salesforce Lightning Design System Grids and Lightning Layouts]

https://www.lightningdesignsystem.com/utilities/grid/

https://developer.salesforce.com/blogs/developer-relations/2017/04/mastering-salesforce-lightning-design-system-grids-lightning-layouts

The SLDS Validator extension for VS Code is a tool that simplifies working with the Salesforce Lightning Design System (SLDS) in Aura and Lightning components. It provides code completion, syntax highlighting, and validation with recommended tokens and utility classes. It also scans the markup and validates it against a database of guidelines, tips, and best practices extracted from the SLDS documentation. It offers suggestions on how to improve the code and avoid conflicts with SLDS12. References: SLDS Validator - Visual Studio Marketplace, SLDS Validator for VS Code - Lightning Design System

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.

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.

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

Adding section headers to a form can improve its readability by breaking it into logical chunks and providing context for the users. Section headers can also help users scan the form and find the information they need faster. Section headers can also reduce the cognitive load and increase the completion rate of the form . References:

• : Salesforce Certified User Experience Designer Exam Guide, Section 3.2: Design for readability and clarity
• : UX Designer Certification Prep: Design for Readability and Clarity, Unit 2: Design for Readability and Clarity

This allows users to quickly scan the form and identify the relevant fields, reducing the cognitive load and improving the overall user experience. Salesforce documentation statesthat “by grouping related fields into sections, you can make your forms easier to read and understand” [1].

[1] https://help.salesforce.com/articleView?id=forms_design_best_practices.htm &type=5

The best way to improve the user experience of a multiple-step custom Screen Flow is to create a Progress Indicator component that displays the flow’s stages. A Progress Indicator component provides a visual indication of the progress of a particular process, showing the number of steps, the current step, and the prior steps completed. This helps to reduce the user’s anxiety and uncertainty by letting them know where they are in the flow and how much is left to complete. A Progress Indicator component can be created using the lightning:progressIndicator or lightning-progress-indicator tags in Aura or Lightning Web Components, respectively. The component can be customized to match the branding and styling of Cloud Kicks, and can be integrated with the Screen Flow using attributes and events. References:

• : lightning:progressIndicator - documentation - Salesforce Lightning Component Library
• : lightning-progress-indicator - documentation - Salesforce Lightning Component Library
• : How to Add a Progress Bar to a Screen Flow

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.

 User interface planning is an essential part of the Einstein Bot implementation process, as it involves designing the bot’s appearance, behavior, and interactions with the customers. User interface planning can affect the bot’s effectiveness and customer satisfaction, as it can influence the clarity, efficiency, consistency, and beauty of the bot’s experience. User interface planning includes1:

• Choosing a bot avatar and name that match the brand and tone of the company
• Configuring the bot greeting and fallback messages that set the expectations and boundaries of the bot’s capabilities
• Designing the bot dialogues and menus that guide the customers through the conversation and provide relevant options and information
• Testing and iterating the bot user interface based on user feedback and analytics References: Einstein Bots Project Planning | Salesforce Trailhead

The best option to simplify working with SLDS in Lightning Components is to install SLDS Validator extension for VS Code. This extension (salesforcedx-vscode-slds) scans the markup of the components, validates it against the SLDS documentation, and provides suggestions onhow to improve the code1. It also offers syntax highlighting, code completion, and context awareness for SLDS tokens and utility classes1. By using this extension, the development team can avoid CSS conflicts, follow SLDS best practices, and create consistent and accessible components2.

Installing SLDS creator from AppExchange is not a valid option, as there is no such app available on the AppExchange. The AppExchange is a marketplace for Salesforce apps, components, and consulting services, not for VS Code extensions3.

Installing Lightning Design System Plugin for Sketch is also not a valid option, as it is not related to VS Code or Lightning Components. Sketch is a design tool that allows users to create wireframes, mockups, and prototypes4. The Lightning Design System Plugin for Sketch is a plugin that provides SLDS components, icons, and styles for Sketch users. It can help designers to create consistent and compatible designs, but it cannot help developers to work with SLDS in VS Code.

References:

• SLDS Validator - Visual Studio Marketplace
• SLDS Validator for VS Code - Lightning Design System
• AppExchange: Salesforce’s Leading Enterprise Cloud Marketplace
• Sketch — The digital design toolkit
• [Lightning Design System Plugin for Sketch]

 To restyle a Lightning Experience model to meet brand guidelines, the designer should use design tokens and find the appropriate component blueprint. Design tokens are variables that store visual design attributes, such as colors, fonts, and spacing. They allow the designer to customize the appearance of Lightning components without writing any code. Component blueprints are design specifications for Lightning components that provide guidance on how to use them, what properties they support, and how they behave in different scenarios. They help the designer to choose the right component for the model and apply the brand guidelines consistently. References: : Design Tokens | Salesforce Developer Guide : Component Blueprints | Lightning Design System : UX Designer Certification Prep: Designing with Lightning Components | Trailhead

 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]

 A deal closer is someone who is responsible for closing sales deals with prospects and customers. They need to update existing prospect and customer records to keep track of their interactions and status. They also need to log activities such as calls, emails, and notes to document their communication and follow-ups. They also need to review and work through their list of leads or opportunities to prioritize their tasks and identify the best prospects to focus on. These activities are essential for a deal closer to manage their pipeline and achieve their sales goals. Creating cases from issues and customizing and administering Salesforce are not activities that a deal closer would do each day. These are more likely to be done by a customer service agent or a Salesforce administrator, respectively. References: [Salesforce Certified User Experience Designer Exam Guide], [UX Designer Certification Prep: User Research], [UX Designer Certification Prep: User Roles and Personas]

A field-level error message is a message that appears next to a specific field when the user enters invalid data or omits required data. It helps the user to correct the error and proceed with the action. A field-level error message is more user-friendly than a validation rule, which displays a generic message at the top of the page and prevents the user from saving the record. A field-level error message can also provide guidance on the correct format and number of digits for the phone number field. Marking the field as required would not ensure that the user enters the phone number in the correct format and with the correct number of digits. Setting a prompt to display on the page using In-App Guidance would not prevent the user from entering invalid data or omitting required data. References: [Field-Level Error Messages], [Validation Rules], [In-App Guidance]

Voice is the overall personality of the design, while tone is the way that personality is expressed. Voice represents the core characteristics of a design, such as the values, attitude, and emotions it conveys. Tone is how those characteristics are expressed in the design, suchas the language, visuals, and other elements. For example, a design with a friendly voice might be expressed through warm colors, friendly imagery, and casual language. Salesforce has some great resources on voice and tone such as [1] and [2].

[1] https://www.salesforce.com/blog/2017/11/voice-tone-brand-personality.html [2]  https://www.salesforce.com/blog/2018/10/voice-tone-brand-personality-ux.html

The UI configuration that should be used to further individualize each featured topic is to select and upload images that represent each featured topic. This option allows the UX Designer to customize the appearance of the Featured Topic component and make it more visually appealing and engaging for the users. The images can help to convey the meaning and relevance of each topic and attract the users’ attention. The images can also create a consistent and branded look for the Experience Cloud site.

References:

• : Featured Topic Component
• : Customize the Featured Topic Component

This allows users to easily distinguish between different topics and quickly scan for relevant topics. Salesforce documentation on the Featured Topics component states that “You can add a description for each featured topic, which appears in the user interface below the topic label” [1].

[1] https://help.salesforce.com/articleView?id=knowledge_articles_sites_featured_topic.htm &type=5

The SLDS BEM naming convention consists of three parts: block, element, and modifier. A block is a standalone component that can be reused across projects, such as a button, a card, or a modal. An element is a part of a block that has no standalone meaning, such as a label, an icon, or a header. A modifier is a flag that changes the appearance or behavior of a block or an element, such as size, color, or state. The modifier is separated from the block or element by two hyphens (–), and can have a value separated by a single hyphen (-), such as .slds-button–brand or .slds-button–neutral. The class .slds–size-l-of-2 does not follow thisconvention because it has no block or element name before the modifier. It should be something like .slds-grid–size-l-of-2 or .slds-col–size-l-of-2. References:

• [1]: Salesforce Lightning Design System - Introduction
• [2]: Salesforce Lightning Design System - Naming Con

 In-app feedback is a method of collecting user feedback within the context of the product or service, without interrupting the user’s workflow. It allows the UX designer to gather insightsfrom a specific set of users at scale and measure their satisfaction, preferences, and pain points. In-app feedback can be implemented using various techniques, such as ratings, reviews, comments, suggestions, polls, or pop-ups . References:

• : User Experience Designer Certification Prep: Module 3: Conduct User Research
• : User Experience Designer Certification Prep: Module 4: Analyze User Research Data

A heuristic evaluation is a method of inspecting the usability of an interface by comparing it to a set of general principles or heuristics. It can help identify potential problems and areas for improvement in the design. A heuristic evaluation is usually done before creating any prototypes, as it can provide insights and guidance for the design process. A low-fidelity prototype is a rough sketch or mockup of an interface that can be used to test and validate design ideas with users. It is usually created after conducting some research and analysis of the user needs and goals. A design template is a pre-made layout or structure that can be used to create an interface. It can help save time and ensure consistency in the design, but it may not suit the specific needs and preferences of the users or the business. A design template is usually applied after defining the content and functionality of the interface. References:

• [Heuristic Evaluation]: This is a Trailhead module that explains what a heuristic evaluation is, how to conduct one, and how to use the results to improve the design of an interface.
• [Low-Fidelity Prototyping]: This is a Trailhead module that covers the benefits and best practices of creating and testing low-fidelity prototypes with users.
• [Design Templates]: This is a Trailhead module that introduces the concept of design templates and how to use them in Experience Cloud.

Q Tabs are a type of SLDS component that can be used to organize and consolidate content on a record page. Q Tabs are a variant of the Tabs component that are designed for use in the Lightning App Builder. Q Tabs allow users to switch between different views of related information within the same context. Q Tabs can also be nested to create subtabs within a tab. Q Tabs can help UX designers to create content-rich record pages that are easy to navigate and consume. Q Tabs can also help to reduce clutter and scrolling on a record page by grouping related content into tabs. Q Tabs can be customized with different icons, labels, and badges to indicate the type and status of the content in each tab. Q Tabs can also be configured to load content dynamically or on demand, which can improve the performance and user experience of the record page. References: Q Tabs Component Blueprint | Lightning Design System, Tabs Component Blueprint | Lightning Design System, Tabs | Lightning Web Components Developer Guide | Salesforce Developers

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.

References:

• 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?

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 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

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]

To let its users know when a new feature is enabled or available with a short video explaining the new feature, the recommended solution is to use a docked prompt using In-App Guidance. In-App Guidance is a feature that allows the designer to create prompts and walkthroughs that guide users through new or complex tasks in Salesforce. A docked prompt is a type of prompt that appears at thebottom of the screen and can contain text, images, or videos. A docked prompt can be used to announce a new feature and provide a short video tutorial on how to use it. The designer can also set the conditions for when and how often the prompt should appear, and track the user engagement with the prompt. References: : In-App Guidance | Salesforce Help : UX Designer Certification Prep: Designing with In-App Guidance | Trailhead

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

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

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.

References: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.

The best way for the designer to illustrate the existing process, including the pain points and opportunities, is to observe the complaints process and create a journey map. A journey map is a visual representation of the customer’s or user’s experience with a product or service, from their perspective. It shows the steps, interactions, thoughts, feelings, touchpoints, context, and opportunities for improvement along the way. A journey map can help the designer to understand the current state of the complaints process, identify the pain points and gaps, and prioritize the areas for intervention. A journey map can also help to communicate the user’s needs and expectations to the stakeholders and developers, and align them on a common vision for the solution. References:

• : Start Your Journey Map Unit | Salesforce Trailhead
• : Add Journey Mapping to Your Solution Toolbox Unit | Salesforce Trailhead
• : Customer Journey Mapping Resources - Salesforce

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]

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

 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: [1] https://help.salesforce.com/articleView?id=siteforce_editing_audience_targeting.htm &type=5 [2] https://help.salesforce.com/articleView?id=siteforce_branding_sets.htm &type=5 [3] https://help.salesforce.com/articleView?id=siteforce_creating_branding_sets.htm &type=5

 The Salesforce Lightning Design System (SLDS) is a collection of design resources that help create consistent and beautiful user interfaces across various platforms. The SLDS includes base components, tokens, design patterns, icons, fonts, and more, that follow the design principles and best practices of Lightning Experience. The SLDS can be used on the following three platforms:

• Visualforce: Visualforce is a framework that allows developers to create custom user interfaces for web and mobile applications on the Salesforce platform. Visualforce pages can leverage the SLDS styles to match the look and feel of Lightning Experience, without writing any CSS code. By adding the attribute lightningStylesheets="true" to the  tag, Visualforce pages can automatically transform the standard Visualforce components into their SLDS equivalents12.
• Heroku: Heroku is a cloud platform that supports various languages and frameworks, such as Node.js, Java, or PHP. Heroku applications can leverage the SLDS resources, such as the base components, the tokens, and the design patterns, to create web applications that have a consistent Lightning Experience look and feel. Heroku applications can also use the Lightning Out feature to embed Lightning components into their pages, and use the Lightning Web Components framework to create reusable UI elements34.
• Azure: Azure is a cloud platform that offers various services and tools for building, deploying, and managing applications. Azure applications can leverage the SLDS resources, such as the base components, the tokens, and the design patterns, to create web applications that have a consistent Lightning Experience look and feel. Azure applications can also use the Lightning Out feature to embed Lightning components into their pages, and use the Lightning Web Components framework to create reusable UI elements56.

References:

• [Lightning Stylesheets for Visualforce | Salesforce Trailhead]1
• [Lightning Stylesheets for Visualforce | Salesforce Developers]2
• [Build Apps with Lightning Design System | Salesforce Trailhead]3
• [Lightning Web Components | Salesforce Developers]4
• [Salesforce Lightning Design System for Azure Web Apps | Microsoft Azure]5
• [Lightning Web Components and Azure | Salesforce Developers]6

 The two UX design principles that are key to creating excellent mobile user experiences are:

• Consistency across device experiences. This means that the design of a mobile app or website should match the design of the desktop version, as well as other platforms and devices. Consistency helps users to recognize and trust the brand, as well as to navigate and use the product more easily. Consistency also reduces the cognitive load and confusion for users who switch between different devices12
• Prioritization of content and UI elements on the screen. This means that the design of a mobile app or website should focus on the most important and relevant information and actions for the user, and eliminate or minimize the unnecessary or secondary ones. Prioritization helps users toachieve their goals faster and more efficiently, as well as to avoid distractions and clutter. Prioritization also improves the readability and usability of the product on smaller screens34

References: [Mobile UX Design: The Comprehensive Guide — updated 2023], [Mobile UX design principles and best practices], [Mobile UX Design: The Ultimate Guide 2023 - Bluespace], [Mobile UX Design: Key Principles. by Nick Babich - UX Planet]

https://uxcam.com/blog/mobile-ux/ https://uxplanet.org/mobile-ux-design-key-principles-dee1a632f9e6

A docked prompt is a type of In-App Guidance that can be used to provide contextual help and guidance to the users in the Salesforce app. A docked prompt is a small pop-up window that appears at the bottom of the screen, and can contain text, images, links, or videos. A docked prompt can be triggered by various events, such as opening a page, clicking a button, or completing an action. A docked prompt can also be dismissed by the user, or set to expire after a certain time or date12

A UX Designer can customize the Salesforce Help Menu to meet the request of Cloud Kicks’ Sales team by creating a docked prompt based on new feature rollouts. This way, the UX Designer can:

• Inform the users about the new features and how they can benefit from them. For example, the UX Designer can create a docked prompt that introduces the new Einstein Opportunity Scoring feature, and explains how it can help the users prioritize their opportunities and close more deals3
• Guide the users through the steps and best practices to use the new features. For example, the UX Designer can create a docked prompt that shows the users how to access and configure the new Einstein Opportunity Scoring feature, and how to interpret and act on the scores3
• Engage the users and encourage them to explore and adopt the new features. For example, the UX Designer can create a docked prompt that includes a link to a video tutorial, a Trailhead module, or a feedback survey about the new Einstein Opportunity Scoring feature3
• Show a site map of all the content: This is not a way to customize the Salesforce Help Menu to meet the request of Cloud Kicks’ Sales team, because a site map of all the content is not a typeof In-App Guidance, and it does not provide specific and timely help and guidance for the users. A site map of all the content is a visual representation of the structure and hierarchy of a website or app, and it can be useful for planning and designing the user interface, but not for providing In-App Guidance4
• Provide links to external resources, such as training videos or a company dictionary: This is not a way to customize the Salesforce Help Menu to meet the request of Cloud Kicks’ Sales team, because providing links to external resources is not a type of In-App Guidance, and it does not provide contextual and interactive help and guidance for the users. Providing links to external resources is a way to supplement the Salesforce Help Menu with additional information and resources, but not to create In-App Guidance5

References:

• Create In-App Guidance Unit | Salesforce Trailhead
• In-App Guidance - Salesforce Help
• Create a Docked Prompt for New Feature Rollouts Unit | Salesforce Trailhead
• What is a Sitemap? - Interaction Design Foundation
• Customize the Help Menu in Lightning Experience - Salesforce Help

 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

 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

Relationship Design is a creative practice that drives social and business value by building strong relationships. It is based on four mindsets: compassion, intention, courage, and reciprocity. Cloud Kicks can incorporate Relationship Design principles into its business model and customer offerings by adopting these mindsets and applying them to its products, services, and interactions. Some examples of how Cloud Kicks can do this are:

• Prioritizing innovation over copying the competition. This shows that Cloud Kicks is courageous and intentional in creating unique and valuable solutions that meet the needs and expectations of its customers and communities. Cloud Kicks can use design thinking methods, such as empathy mapping, ideation, and prototyping, to generate and test new ideas that solve real problems and create positive impact 1.
• Reframing products in terms of user value over features and functions. This shows that Cloud Kicks is compassionate and reciprocal in understanding and communicating the benefits and outcomes that its products and services can deliver to its customers and stakeholders. Cloud Kicks can use value proposition design tools, such as the value proposition canvas, to identify and articulate the jobs, pains, and gains of its customers, and how its products and services can address them 2.
• Uncovering customer needs over broadcasting product benefits. This shows that Cloud Kicks is intentional and reciprocal in listening and learning from its customers and co-creating solutions with them. Cloud Kicks can use user research methods, such as interviews, surveys, and observations, to discover and validate the needs, preferences, and behaviors of its customers, and to involve them in the design process 3.

References: [Design Thinking] (https://www.salesforce.com/design/relationship-design/), [Value Proposition Design] (https://www.salesforce.com/blog/how-relationship-design-works/), [User Research] (https://trailhead.salesforce.com/content/learn/trails/get-to-know-relationship-design)