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Question 1 - Certified User Experience Designer discussion

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Cloud Kicks (CK) is going to launch a new Salesforce process for itsCustomer Service team. After Launch, CK wants to ensure the process is working well for its customer service representatives.

Which three Salesforce tools should be used to track and measure the adoption of the new process?

Choose 3 answers

A.
User Engagement Dashboard and Report
Answers
A.
User Engagement Dashboard and Report
B.
Custom Permission Sets
Answers
B.
Custom Permission Sets
C.
Salesforce Surveys for user Satisfaction
Answers
C.
Salesforce Surveys for user Satisfaction
D.
Visualforce App
Answers
D.
Visualforce App
E.
Chatter polls
Answers
E.
Chatter polls
Suggested answer: A, C, E

Explanation:

To track and measure the adoption of the new process, CK should use the following Salesforce tools:

User Engagement Dashboard and Report: This tool provides insights into how users are interacting with Salesforce, such as the number of logins, page views, actions, and time spent. It can help CK identify which users are adopting the new process and which ones need more training or support.

Salesforce Surveys for user Satisfaction: This tool allows CK to create and send surveys to its customer service representatives to collect feedback on the new process, such as their satisfaction, challenges, and suggestions. It can help CK measure the impact of the new process on the user experience and satisfaction.

Chatter polls: This tool enables CK to create and post simple polls on Chatter to gather quick opinions or preferences from its customer service representatives. It can help CK engage with its users and get their input on the new process.

: User Engagement Dashboard and Report

: Salesforce Surveys for user Satisfaction

: Chatter polls

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asked 23/09/2024
Jean Ducasse
40 questions
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