Salesforce Certified User Experience Designer Practice Test - Questions Answers, Page 18

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 ensure that 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.Reference:

Consequence scanning: How to mitigate risks in your service

Consequence Scanning -- an agile practice for responsible innovators

What is consequence scanning?

The best Salesforce solutions for Cloud Kicks to deliver consistently branded content at every touchpoint are Distributed Marketing and Journey Builder.Distributed Marketing allows individual agents to send personalized and compliant messages to their customers, using pre-approved templates and content created by the corporate marketing team1.Journey Builder enables the marketing team to design and automate customer journeys across channels and devices, using data and analytics to optimize the customer experience2. Email Builder and Customer 360 (B) are not sufficient to ensure consistent branding and communication, as they only cover email marketing and customer data integration, respectively. Service Cloud and Letterhead are also not the best solutions, as they only focus on customer service and email formatting, respectively.Reference:

Distributed Marketing | Salesforce

Journey Builder | Salesforce

A storyboard is a visual representation of a user's journey with a product or service. It shows how the user interacts with the product or service in a specific context, what their goals and pain points are, and how the product or service solves their problems or meets their needs.A storyboard typically consists of a series of sketches or illustrations that depict the user's actions, thoughts, and emotions at each step of the journey1.

A storyboard is the most suitable technique for CK's UX Designer to use in this case, because it can help them communicate their innovative solution to the team and show where and why it fits into what the customer does. A storyboard can also help the UX Designer to validate their assumptions, test their ideas, and get feedback from the team and the customers.A storyboard can also inspire the team to generate more ideas and solutions, and align them with the user's perspective2.

Personas are fictional characters that represent the potential users of a product or service. They are based on user research and data, and they describe the user's demographics, behaviors, motivations, goals, and frustrations. Personas are useful for understanding the user's needs and expectations, and for designing products or services that cater to them. However, personas alone are not enough to show how the user interacts with the product or service in a specific context, or how the product or service solves their problems or meets their needs.Personas need to be complemented with other techniques, such as scenarios, user stories, or storyboards, to illustrate the user's journey3.

A high-fidelity prototype is a realistic and interactive simulation of a product or service. It mimics the look, feel, and functionality of the final product or service, and it can be used for testing and evaluation purposes. A high-fidelity prototype is useful for demonstrating the features and benefits of a product or service, and for getting feedback from the users and stakeholders. However, a high-fidelity prototype is not the best technique for showing where and why a product or service fits into what the customer does, as it focuses more on the details and specifics of the product or service, rather than the context and situation of the user. A high-fidelity prototype is also more time-consuming and resource-intensive to create than a storyboard, and it may not be necessary at the early stages of the design process.

Screen flow is a Salesforce functionality that allows the UX Designer to create interactive workflows for the users with just a few clicks. With screen flow, the UX Designer can create step-by-step workflows that include screens for data entry, decision points based on user input, and automated actions based on their responses. Screen flow can make the user experience more engaging by presenting the users with what they need, when they need it, and using their input to guide them and automate their tasks.Screen flow can also be customized and embedded in various ways, such as on a Lightning page, a button, a utility bar, or an Experience Cloud page123

Lightning Survey is a Salesforce functionality that allows the UX Designer to create and distribute surveys to collect feedback from customers, employees, or partners.Lightning Survey is not suitable for creating complex processes or workflows, but rather for measuring satisfaction, loyalty, or engagement4

Process Builder is a Salesforce functionality that allows the UX Designer to create and automate business processes without code. Process Builder can perform actions based on criteria, such as updating records, sending emails, or invoking flows.Process Builder is not suitable for creating interactive workflows with screens, but rather for automating background tasks5

Get Started with Screen Flows Unit | Salesforce Trailhead

How to Create a Salesforce Screen Flow | Salesforce Ben

5 Ways to Get Started with Screen Flows - Salesforce Admins

Create and Distribute Surveys with Salesforce Feedback Management

Automate Your Business Processes with Process Builder

Visibility of system status is the usability heuristic that is being used in this case.Visibility of system status means that the system should always keep users informed about what is going on, through appropriate feedback within reasonable time1. One way to apply this heuristic is to use visual indicators to let users know which form fields are required, such as asterisks, labels, or colors. This helps users to understand the expectations and requirements of the system, and to avoid errors or confusion. By providing clear and timely feedback, the system enhances the user experience and satisfaction.Reference:Learn About User Experience Design Unit | Salesforce Trailhead, [10 Usability Heuristics for User Interface Design],Salesforce User Experience (UX) Designer Certification Guide & Tips

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.Reference:

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

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

List View Component | Salesforce Experience Cloud

Create and Edit List Views | Salesforce Help

Audience targeting is a page layout feature that allows admins to create different versions of a Lightning page for different audiences, such as user profiles, roles, or permissions. Audience targeting can be used to control the visibility of the entire page or specific components on the page, such as tabs, fields, or sections.Audience targeting can help create personalized and relevant experiences for different types of users, and reduce the need for multiple page layouts1.

Audience targeting is the most suitable feature for the UX Designer to use in this case, because it can help them customize the Order record page layout for internal and external users, without creating separate page layouts. For example, the UX Designer can use audience targeting to show or hide certain fields, sections, or tabs based on the user's profile or permission set. This way, the UX Designer can ensure that each user sees only the information that is relevant and appropriate for them.

Field-level security is a feature that allows admins to restrict the access and editability of fields for different users, based on their profiles or permission sets. Field-level security can help protect sensitive or confidential data, and enforce data quality and integrity. However, field-level security does not affect the visibility of fields on the page layout, only the access and editability.Field-level security also does not apply to other components on the page, such as tabs or sections2.

Dynamic forms is a feature that allows admins to add, group, and reorder fields and sections on a Lightning page using the Lightning App Builder. Dynamic forms can help create flexible and dynamic page layouts that can adapt to different contexts and scenarios. Dynamic forms also support visibility rules, which can be used to show or hide fields or sections based on filters or conditions. However, dynamic forms are not available for all standard objects, and they do not support audience targeting.Dynamic forms also do not affect the visibility of other components on the page, such as tabs34.

A journey map is a visual representation of the steps, emotions, and pain points that a user goes through when interacting with a product or service.A journey map can help the UX Designer understand the user's needs, goals, expectations, and frustrations, and identify opportunities for improvement or innovation12

Creating a journey map together with employees from different departments is a strategy that can strengthen employee relationships the most, because it can:

Foster collaboration and communication: Inviting employees from different departments to create a journey map can help them share their perspectives, insights, and ideas, and learn from each other.This can also help them align on a common vision and goal, and build trust and respect among the team members34

Increase engagement and ownership: Inviting employees from different departments to create a journey map can help them feel more involved and invested in the design process and the outcome.This can also help them develop a sense of ownership and responsibility for the product or service, and increase their motivation and satisfaction34

Enhance creativity and innovation: Inviting employees from different departments to create a journey map can help them generate more diverse and creative solutions, as they can leverage their different skills, experiences, and backgrounds.This can also help them challenge their assumptions and biases, and explore new possibilities and opportunities34

Create a first draft in a design team and then share it for feedback with employees: This is not a strategy that can strengthen employee relationships the most, because it can create a sense of exclusion and hierarchy among the employees. The design team may appear to be the sole authority and decision-maker, while the other employees may feel like passive observers or critics.This can also limit the diversity and quality of the feedback, as the employees may not have enough context or understanding of the design process and the user's needs34

Send an anonymous survey to collect ideas from across the whole company: This is not a strategy that can strengthen employee relationships the most, because it can reduce the interaction and connection among the employees. An anonymous survey may not allow the employees to express their thoughts and feelings fully, or to receive any feedback or recognition for their contributions.This can also make the employees feel detached and indifferent about the design process and the outcome34

Create a Journey Map Unit | Salesforce Trailhead

How to Create a Customer Journey Map - UX Mastery

How to Use Journey Mapping to Improve Employee Engagement

How to Use Journey Mapping to Drive Collaboration and Innovation