Cloud Kicks wants to create a new service experience, increasing user satisfaction for internal and external users Both a customer community and a service console win be created. Which tool should a UX Designer use to document user goals, common tasks, and pain points?
A. Storyboards B. Wireframes C. User Personas D. User Journeys
Answer: C Explanation:To document user goals, common tasks, and pain points for a new service experience, thetool that a UX Designer should use is user personas. User personas are fictionalrepresentations of the target users, based on real data and research. User personas helpthe designer to understand the needs, motivations, behaviors, and expectations of theusers, as well as their challenges and frustrations. User personas can also help thedesigner to prioritize features, create scenarios, and design solutions that are relevant andmeaningful for the users. References: : UX Designer Certification Prep: Designing for UserResearch | Trailhead : User Personas | Salesforce Developer Guide
Question # 22
A UX Designer is asked to build a solution in Salesforce to accommodate a call center's process and make it easier for them to log complaints. How should the designer illustrate the existing process, including the pain points and opportunities?
A. Observe the complaints process and create a business process diagram. B. Observe the complaints process and create a journey map. C. Observe the complaints process and create a prototype.
Answer: B Explanation: The best way for the designer to illustrate the existing process, including thepain points and opportunities, is to observe the complaints process and create a journeymap. A journey map is a visual representation of the customer’s or user’s experience with aproduct or service, from their perspective. It shows the steps, interactions, thoughts,feelings, touchpoints, context, and opportunities for improvement along the way. A journeymap 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 mapcan also help to communicate the user’s needs and expectations to the stakeholders anddevelopers, 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
Question # 23
A UX Design team is doing a review of a new Lightning Web Component (IWC). They are following the Salesforce Lightning Design System (SLDS) block, element, modifier (BEM) naming conventions. Which class does NOT follow this convention?
A. .slds-avatar_circle B. .slds-box C. .slds--size-l-of-2
Answer: C Explanation: 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, suchas a button, a card, or a modal. An element is a part of a block that has no standalonemeaning, such as a label, an icon, or a header. A modifier is a flag that changes theappearance or behavior of a block or an element, such as size, color, or state. The modifieris separated from the block or element by two hyphens (–), and can have a valueseparated by a single hyphen (-), such as .slds-button–brand or .slds-button–neutral. Theclass .slds–size-l-of-2 does not follow this convention because it has no block or elementname before the modifier. It should be something like .slds-grid–size-l-of-2 or .sldscol–size-l-of-2. References:[1]: Salesforce Lightning Design System - Introduction[2]: Salesforce Lightning Design System - Naming Con
Question # 24
Cloud Kicks is considering whether it should implement the Standard Salesforce Navigation or use the Console for its Sales team. What is one requirement that could lead to recommending the Console?
A. Need for viewing multiple list views at the same time B. Ability to toggle between multiple records C. Work that is mostly in the field
Answer: B Explanation: The Console is a tab-based workspace that allows users to access multiplerecords and related information on a single screen. This can help users who need to switchbetween different records quickly and easily, without losing context or wasting time. Forexample, a salesperson who needs to compare different opportunities, check accountdetails, or update contact information can benefit from using the Console. The StandardSalesforce 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 theService Console
Question # 25
Cloud kicks wants to hire a deal closer. Which three activities wouldsomeone in this role do each day? Choose 3 answers
A. Update existing prospect and customer records. B. Log activities such as calls, emails, and notes. C. Review and work through their list of leads or opportunities. D. Create cases from issues. E. Customize and administer Salesforce.
Answer: A,B,C Explanation: A deal closer is someone who is responsible for closing sales deals withprospects and customers. They need to update existing prospect and customer records tokeep 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 toreview and work through their list of leads or opportunities to prioritize their tasks andidentify the best prospects to focus on. These activities are essential for a deal closer tomanage their pipeline and achieve their sales goals. Creating cases from issues andcustomizing and administering Salesforce are not activities that a deal closer would doeach day. These are more likely to be done by a customer service agent or a Salesforceadministrator, respectively. References: [Salesforce Certified User Experience DesignerExam Guide], [UX Designer Certification Prep: User Research], [UX Designer CertificationPrep: User Roles and Personas]
Question # 26
Cloud Kicks' development team is working on the build of a new custom component using VS Code. They often have new CSS classes and properties conflicting with the Salesforce Lightning Design System (SLDS), What should simplify working with SLDS in Lightning Components?
A. Install SLDS creator from AppExchange B. Install SLDS Validator extension for VS Code C. Install Lightning Design System Plugin for Sketch
Answer: B Explanation: The best option to simplify working with SLDS in Lightning Components is toinstall SLDS Validator extension for VS Code. This extension (salesforcedx-vscode-slds)scans the markup of the components, validates it against the SLDS documentation, andprovides suggestions on how to improve the code1. It also offers syntax highlighting, codecompletion, and context awareness for SLDS tokens and utility classes1. By using thisextension, the development team can avoid CSS conflicts, follow SLDS best practices, andcreate consistent and accessible components2.Installing SLDS creator from AppExchange is not a valid option, as there is no such appavailable 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 notrelated to VS Code or Lightning Components. Sketch is a design tool that allows users tocreate wireframes, mockups, and prototypes4. The Lightning Design System Plugin forSketch is a plugin that provides SLDS components, icons, and styles for Sketch users. Itcan help designers to create consistent and compatible designs, but it cannot helpdevelopers to work with SLDS in VS Code.References:SLDS Validator - Visual Studio Marketplace SLDS Validator for VS Code - Lightning Design SystemAppExchange: Salesforce’s Leading Enterprise Cloud MarketplaceSketch — The digital design toolkit[Lightning Design System Plugin for Sketch]
Question # 27
A UX Designer interviews a user who spends most of their time moderating forums, enforcing community standards, and providing member support. Which Salesforce persona does this user align with?
A. Site Admin B. Community Manager C. Support Manager
Answer: B Explanation: A Community Manager is a Salesforce persona who is responsible forcreating, 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 Manageraligns with the user who performs similar tasks in moderating forums. References: :Salesforce Personas : Community Manager Roles and Responsibilities
Question # 28
Which feature is provided in the Salesforce Lightning Design System (SLDS) for designers and developers?
A. A library of Lightning Web Components B. Semantic and accessible component markup C. ES6 JavaScript modules and plugins
Answer: B Explanation:The Salesforce Lightning Design System (SLDS) is a CSS framework that helps designersand developers create applications with the look and feel of Lightning Experience. SLDSprovides a library of design tokens, icons, components, utilities, and patterns that can beused to build consistent, responsive, and accessible user interfaces1. One of the featuresthat SLDS provides for designers and developers is semantic and accessible componentmarkup. Semantic markup means using HTML elements that describe the meaning andstructure of the content, rather than just the presentation. For example, using <h1> for amain heading, <p> for a paragraph, or <button> for a button. Semantic markup helps toimprove the readability, maintainability, and SEO of the code2. Accessible markup meansusing HTML attributes and techniques that enhance the usability and accessibility of thecontent for people with disabilities. For example, using aria-label to provide a descriptivelabel for an element, role to indicate the function of an element, or tabindex to control thekeyboard focus order. Accessible markup helps to ensure that the content can beperceived, understood, operated, and interacted with by people using assistivetechnologies, such as screen readers, keyboards, or voice commands3. SLDS provides semantic and accessible markup for its components, which are reusable UI elements thatcan be customized and composed to create complex interfaces. SLDS components followthe Web Content Accessibility Guidelines (WCAG), which are the international standardsfor web accessibility4. SLDS components also use the BEM (Block Element Modifier)naming convention, which is a methodology for creating clear and consistent class namesfor CSS selectors5. By using SLDS components, designers and developers can createuser interfaces that are not only visually appealing, but also meaningful and accessible foreveryone. References: Introduction to the Salesforce Lightning Design System, SemanticHTML: How to Structure Web Pages, Accessible Rich Internet Applications (WAIARIA),Web Content Accessibility Guidelines (WCAG) Overview, BEM — Block ElementModifier
Question # 29
A UX Designer wants to customize the end user's Salesforce app experience. Which administrative capability should be used for mobile navigation menu setup?
A. Menu tabs can be based on different user types. B. Menu tabs visibility is based on user location. C. Menu tabs can be Visualforce and Lightning pages.
Answer: C Explanation: One of the administrative capabilities that can be used for mobile navigationmenu setup is to include Visualforce and Lightning pages as menu tabs. Visualforce andLightning pages are custom pages that can display data, logic, and interface elements inthe Salesforce mobile app. To include Visualforce and Lightning pages as menu tabs, theUX Designer needs to create tabs for those items first, and then add them to the navigationmenu of the Mobile Only app or the Lightning app12Menu tabs can be based on different user types: This is not an administrativecapability that can be used for mobile navigation menu setup, but rather a featureof the Lightning app navigation method. The Lightning app navigation methodallows the UX Designer to create different Lightning apps for different user types,and assign them to different user profiles. Each Lightning app can have its ownnavigation menu and navigation bar, which can be customized with the items thatare relevant for each user type34Menu tabs visibility is based on user location: This is not an administrativecapability that can be used for mobile navigation menu setup, but rather a featureof the geolocation field type. The geolocation field type allows the UX Designer tostore the latitude and longitude coordinates of a record, and use them for variouspurposes, such as displaying maps, calculating distances, or filtering reports. Thegeolocation field type does not affect the visibility of the menu tabs in theSalesforce mobile app.References: Customize the Mobile Only Navigation Menu in the Salesforce Mobile AppCustomize a Lightning App Navigation Menu in the Salesforce Mobile AppCreate a Lightning App Unit | Salesforce TrailheadAssign a Lightning App to a User Profile Unit | Salesforce Trailhead[Geolocation Custom Field Type - Salesforce Help][Use Geolocation Fields in Formulas - Salesforce Help]
Question # 30
A developer is creating a Lightning Web Component (LWC) and wants to make sure the visual experience is consistent with Cloud Kicks’ branding. The developer asks their UX Designer about the Salesforce Lightning Design System (SLDS) stylinghooks. How should the designer describe them?
A. They use standard CSS properties to directly style HTML elements. B. They use standard CSS properties to easily style base and custom components. C. They use custom CSS properties to directly style HTML elements. D. They use custom CSS properties to easily style base and custom components.
Answer: D Explanation: Styling hooks are CSS custom properties that allow developers to customizethe appearance of base and custom components in a consistent and supported way. Theywork with web components and shadow DOM, which provide encapsulation and modularityfor LWC. Styling hooks use the --slds namespace and follow a naming convention thatreflects the component, category, property, attribute, and state of the element being styled.For example, --slds-c-button-brand-color-background-hover is a styling hook for the buttoncomponent, brand category, color background property, and hover state. Styling hooks canbe declared in the CSS file of the LWC or in a global CSS file that affects all componentson the page. Styling hooks are not standard CSS properties, but custom ones that aredefined by SLDS and applied to the components using the var() function. References:Styling Hooks - Lightning Design SystemSLDS Styling Hooks | Lightning Web Components Developer Guide | SalesforceDevelopers–dxp Styling Hooks | LWR Sites for Experience Cloud | Salesforce Developers The Salesforce Lightning Design System (SLDS) styling hooks use standard CSSproperties to easily style base and custom components. Salesforce documentation statesthat “SLDS styling hooks are CSS classes that give you access to the same styling used inthe Salesforce Lightning Design System. They make it easy to style base and customcomponents with the same look and feel” [1].[1] https://developer.salesforce.com/docs/componentlibrary/documentation/lwc/lwc.use_slds_styling_hooks