Salesforce Certified User Experience Designer Practice Test - Questions Answers, Page 10

The best ways to analyze and implement feature enhancements as a result of user acceptance testing are:

A) Determine the change in scope and impact of each enhancement request.This will help to evaluate the feasibility, priority, and effort of each request, and to communicate the expectations and trade-offs to the stakeholders1.

C) Reduce unexpected results by configuring and testing in a sandbox.A sandbox is a copy of the production environment that allows testing and development without affecting the live data and users2.By using a sandbox, the feature enhancements can be tested and validated before deploying them to the production environment3.

E) Create a prioritization list and perform a feasibility analysis.This will help to rank the enhancement requests based on their value, urgency, and complexity, and to determine which ones are feasible to implement within the given time and budget constraints4.

The utility bar is a fixed footer that gives users quick access to productivity tools, such as notes, history, and recent items. It can be customized for each Lightning app to enhance the user experience and efficiency. Some of the standard use cases for using the utility bar are:

Perform common tasks without navigating away from the page: Users can use the utility bar to perform tasks such as creating notes, logging calls, or sending emails without leaving their current context. This reduces the need for switching tabs or opening new windows, and saves time and clicks.

Access to view a list of records favorited for quick access: Users can use the utility bar to access their favorites, which are records, lists, groups, or other items that they have marked with a star icon for easy access. This allows users to quickly navigate to the items they use most frequently, and organize them in a personalized way.

Access at any time to a customized set of items specific to an app: Users can use the utility bar to access items that are relevant and useful for the app they are using. For example, in the Sales app, users can access the Lightning Dialer, the Assistant, or the Today's Events utility. In the Service app, users can access the Omni-Channel, the Macros, or the Case Timer utility. The utility bar can be configured to show different items for different apps, depending on the user's needs and preferences.

: User Experience Designer Certification Prep: Module 5: Design User Interfaces

: Lightning App Builder: Utility Bar

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

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.

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.Reference:

: Endorse Skills and Expertise

: Create and Manage Groups

: Award Badges to Recognize Members

A diary study is a research methodology that involves asking participants to record their thoughts, feelings, behaviors, and activities over a period of time, usually in response to prompts or questions from the researcher1. A diary study is suitable for Cloud Kicks (CK) to conduct discovery phase research to understand more about the customers' purchasing habits, as it will allow them to remotely observe customers' buying patterns over the course of a 2-month period.A diary study will also provide rich and contextual data on the customers' needs, preferences, motivations, and pain points, as well as the factors that influence their purchasing decisions1.Reference:Salesforce User Experience Designer Exam Guide,Diary Studies: How to Conduct from Start-to-Finish

A usability study is a method of evaluating how easy and intuitive a product or service is to use by observing real users performing specific tasks. It can help identify usability issues, user needs, and user satisfaction. One of the first steps when planning a usability study is to define the goals of the study, which are the questions that the UX designer wants to answer or the hypotheses that they want to test. The goals of the study will guide the selection of the participants, the tasks, the metrics, and the methods of the study. For example, if the goal of the study is to find out how users navigate the Experience Cloud site, the UX designer might choose to use a task-based usability test with eye-tracking and think-aloud techniques.Reference:

: User Experience Designer Certification Prep: Module 4: Analyze User Research Data

: User Experience Designer Certification Prep: Module 6: Validate User Interfaces

To make the agent experience more efficient when handling cases submitted from their web form, two possible ways are to use Salesforce Flow and to complete relevant information about the customer using Lightning Record Pages. Salesforce Flow is a tool that allows the designer to automate business processes by creating guided, visual workflows. Flows can help agents to complete fields required for case closure by providing them with screens, logic, and actions that guide them through the process. Lightning Record Pages are customizable layouts that display information about a specific record, such as a case or a customer. Record pages can help agents to access and update relevant information about the customer using components, tabs, and related lists. Record pages can also be personalized for different profiles, roles, and app contexts.Reference: : Flow Builder | Salesforce Help : UX Designer Certification Prep: Designing with Flow Builder | Trailhead : Lightning Record Pages | Salesforce Help : UX Designer Certification Prep: Designing with Lightning Record Pages | Trailhead

Accordions are collapsible sections that can be used to separate different content areas. By using accordions, users can quickly navigate through the page and easily find thecontent that they need. The use of accordions also ensures that screen readers can access the content within each section, reducing the need for additional navigation. Additionally, a Lightning Console layout can be used to organize components, but this layout is optimized for customer service agents and not necessarily for screen reader users. Placing components in adjacent tabs or stacking them on the same page can make the page difficult to navigate and can make it difficult for screen readers to understand the page. For more information, see the Salesforce Accessibility Guide (https://help.salesforce.com/articleView?id=accessibility_overview.htm&type=5).

According to the Salesforce Lightning Design System, accordions are a good way to organize components on a page for screen reader-assisted accessibility. Accordions allow users to expand and collapse sections of content, which can help reduce cognitive load and scrolling.Accordions also provide a clear heading structure and keyboard navigation for each section1. The other options are not recommended for screen reader-assisted accessibility, as they can create confusion, clutter, or inefficiency for users who rely on auditory feedback.For example, switching to a Lightning Console layout can make it harder for users to navigate between tabs and subtabs2.Placing components in adjacent tabs can also increase the number of keystrokes and commands needed to access the information3.Stacking components on the same page can create a long and overwhelming page that requires excessive scrolling and reading4.