The best way to ensure the end-user experience when designing a new page layout for a custom object in Salesforce is to group similar fields using sections. Sections are UI components that allow you to organize fields into logical groups and provide headings and descriptions for each group. Sections help to improve the readability, scannability, and usability of the page layout by reducing the visual clutter and providing a clear structure and hierarchy for the information. Sections also help to align the page layout with the user’s mental model and expectations, as well as the business processes and workflows. [UX Designer Certification Prep: User Interface Design Principles], [UX Designer Certification Prep: Salesforce Design System]

Including all potentially useful fields is not a good way to ensure the end-user experience when designing a new page layout for a custom object in Salesforce, because it can create a crowded and overwhelming interface that is hard to navigate and understand. It can also increase the cognitive load and the scrolling effort for the user, as well as the maintenance cost for the designer. It is better to include only the essential and relevant fields that the user needs to perform their tasks and goals, and use other methods such as related lists, tabs, or modals to display additional information. [UX Designer Certification Prep: User Interface Design Principles], [UX Designer Certification Prep: Salesforce Design System]

Making field labels and API names identical is not a good way to ensure the end-user experience when designing a new page layout for a custom object in Salesforce, because it can create confusion and inconsistency for the user and the developer. Field labels are the text that appear on the user interface to identify the fields, while API names are the unique identifiers that are used by the system and the code to reference the fields. Field labels and API names should be different, because they have different purposes and audiences. Field labels should be clear, concise, and descriptive, using natural language and proper capitalization, punctuation, and spacing. API names should be concise, unique, and consistent, using underscores and camel case to separate words. [UX Designer Certification Prep: User Interface Design Principles], [UX Designer Certification Prep: Salesforce Design System]

Marking all fields as required is not a good way to ensure the end-user experience when designing a new page layout for a custom object in Salesforce, because it can create frustration and annoyance for the user, as well as increase the error rate and the abandonment rate. Required fields are fields that the user must fill in before they can save or submit the record. Required fields should be used sparingly and only for the fields that are absolutely necessary for the system or the business logic. Marking all fields as required can make the user feel pressured and constrained, and force them to enter irrelevant or inaccurate data. It can also make the user miss the truly important fields, or give up on completing the record altogether. [UX Designer Certification Prep: User Interface Design Principles], [UX Designer Certification Prep: Salesforce Design System] References: [UX Designer Certification Prep: User Interface Design Principles], [UX Designer Certification Prep: Salesforce Design System]

The tool to install that the UX Designer needs is the Sketch plugin. This plugin allows the designer to quickly mock up Salesforce user interface experiences using a collection of prebuilt components, such as base components, tokens, design patterns, and more. The plugin also provides access to the Salesforce Lightning resources for their design and prototype, such as icons, fonts, colors, and images. The plugin is compatible with Sketch, a popular design tool for creating user interfaces.

An Empathy Map is a tool used in UX design to synthesize and articulate what a design team knows about a user group. It helps in creating a shared understanding of user needs within an organization. The key features of an Empathy Map include:

User Insights: It captures what users say, think, do, and feel, providing a holistic view of their experiences and perspectives. This helps in understanding users at a deeper level.

Shared Understanding: By visualizing user attitudes and behaviors, an Empathy Map facilitates a common understanding among team members and stakeholders, ensuring that design decisions are aligned with user needs.

An Executive Summary (option A) provides a high-level overview of project objectives and outcomes but does not delve into user-centric insights. Prioritizing a Backlog (option C) is more about organizing and prioritizing tasks and features rather than synthesizing user research findings.

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

An interactive prototype is a simulation of the final product that allows users to interact with it and test its functionality and usability. An interactive prototype can be created using tools such as Figma or Invision, and can be shared with stakeholders and users for feedback and validation. An interactive prototype can have several benefits for a UX designer, especially when planning to roll out a refreshed version of a mobile app with some new functionality for customers. Two of these benefits are12:

To avoid added long-term cost from oversight-driven rework. An interactive prototype can help the UX designer to identify and fix any errors, bugs, or gaps in the design before the development stage. This can save time and money that would otherwise be spent on reworking the product after it is developed. An interactive prototype can also help the UX designer to ensure that the new functionality is aligned with the customer needs and expectations, and that it does not compromise the existing functionality or performance of the app.

To enable iterative feedback from the users. An interactive prototype can provide a realistic and engaging user experience, and allow the users to explore the app and provide their opinions and suggestions. The UX designer can use the user feedback to iterate and improve the design, and to validate the assumptions and hypotheses. An interactive prototype can also help the UX designer to measure the user satisfaction and loyalty, and to test the app’s usability and accessibility.

The following two reasons are not valid for using an interactive prototype in this situation:

To increase the speed of design compared to paper prototyping. An interactive prototype is not necessarily faster than a paper prototype, as it requires more time and effort to create and refine. A paper prototype is a low-fidelity prototype that uses sketches or drawings to represent the app’s layout and functionality. A paper prototype can be useful for generating and testing ideas quickly and cheaply, and for involving the users in the co-design process3.

To eliminate the need for journey mapping during discovery. An interactive prototype is not a substitute for journey mapping, but a complement. Journey mapping is a UX research method that visualizes the user’s journey across the app, and identifies the touchpoints, actions, emotions, and pain points. Journey mapping can help the UX designer to understand the user’s context, goals, and needs, and to discover the opportunities for improvement. An interactive prototype can help the UX designer to test and validate the journey map, and to communicate the design vision to the stakeholders and users4. References: Interactive Prototypes Without Coding - Studio by UXPin, What is Interactive Prototypes? — updated 2023 | IxDF, Paper Prototyping as a Usability Testing Technique, Journey Mapping 101 | Nielsen Norman Group

The design should be optimized for color contrast-ratio and screen-reading technology, as these are the best practices for designing for visually impaired people12. Color contrast-ratio is the difference in brightness and color between the foreground and the background of a text or an image3. A high color contrast-ratio makes the text or the image more visible and readable for people with low vision or color blindness4. Screen-reading technology is a software that converts text and images on a screen into speech or braille output for people who are blind or have severe vision loss. A design that is compatible with screen-reading technology ensures that the content and functionality of the product are accessible and understandable for these users. References: Accessibility Standards - Salesforce Help, How to Configure Salesforce for your Blind and Low Vision Users - Salesforce Admins, Color Contrast Ratio - WebAIM, Color Contrast Checker - WebAIM, [Screen Readers - WebAIM], [Screen Reader User Survey #8 Results - WebAIM]

The correct answer is B. When designing for a visually impaired audience, it is important to optimize for color contrast-ratio and screen-reading technology. This will ensure that the design is accessible to those with visual impairments. Color contrast-ratio ensures that the text is easily readable, while screen-reading technology allows people with visual impairments to access the content on the website using a screen reader. Additionally, Salesforce has some great resources on designing for accessibility, such as their Accessibility Design Guide [1] and their Accessibility Best Practices [2].

[1] https://www.salesforce.com/content/dam/web/en_us/www/documents/salesforce-accessibility-design-guide.pdf [2]  https://developer.salesforce.com/docs/atlas.en-us.salesforce_accessibility_best_practices.meta/salesforce_accessibility_best_practices/accessibility_best_practices_intro.htm

When developers are building custom components in Salesforce and need to ensure that these components adapt to user preferences for density settings (Comfy or Compact), they should avoid using REM-based spacing values. This is because REM-based spacing does not automatically adjust based on the density setting chosen by the user, leading to a lack of consistency with the rest of the Salesforce UI, which does adapt to these settings. Instead, developers should:

A. Use the varSpacingMedium design token in CSS, as Salesforce Lightning Design System (SLDS) design tokens are context-aware and can adjust their values based on the density setting, ensuring a consistent user experience across different user preferences.

C. Use existing Lightning Components such as the card or page header, which are pre-built to adapt to density settings, ensuring that custom components align with the overall Salesforce UI and respect user settings for density.

To optimize the relationship between two objects in Salesforce, such as Container and Container Bids, where there is a need for a tight relationship and cascading delete functionality, a Master-Detail relationship is most suitable. This type of relationship has the following characteristics:

Cascading Delete: When a record in the master (or parent) object is deleted, all related detail (or child) records are automatically deleted. This ensures data integrity and aligns with the requirement that Container Bids should be deleted when their associated Container is deleted.

Tight Coupling: A Master-Detail relationship creates a strong linkage between the two objects, where the detail (child) record's existence is dependent on the master (parent) record. This is appropriate for scenarios where the child record should not exist without its parent.

Options B (Hierarchical Lookup) and C (Many-to-one Lookup) do not provide the same level of dependency and cascading delete functionality inherent in a Master-Detail relationship.

The principle that would represent Cloud Kicks’ company strategy is prioritizing engagement over number of impressions. This principle is based on the intention mindset of Relationship Design, which means engaging with clear purpose and focusing on the quality of interactions rather than the quantity1. Reframing products in terms of outputs over outcomes (A) is not a Relationship Design principle, as it does not consider the value or impact of the products for the customers. Highlighting product benefits over uncovering customer needs © is also not a Relationship Design principle, as it does not show empathy or understanding of the customers’ problems or goals. References:

Embrace the Relationship Design Mindsets Unit | Salesforce Trailhead

Online surveys are a testing approach that allows a UX Designer to remotely collect feedback from hundreds of users on tasks or activities that do not require much imagination or emotion. Online surveys are useful for gathering quantitative data, such as ratings, rankings, preferences, and satisfaction levels. Online surveys are also relatively easy and inexpensive to administer and analyze. Usability studies and A/B testing are testing approaches that require more interaction and observation from the UX Designer and the users, and are more suitable for tasks or activities that involve more complexity, creativity, or emotion. References: [Online Surveys], [Usability Studies], [A/B Testing]

 Human-centered design is a practice where designers focus on people and their context, and seek to understand and solve the right problems for them. Human-centered design involves the following elements1:

Empathy. Designers need to genuinely care about the people they design for, and build empathy by immersing themselves in the community that will use their products or services.

Creativity. Designers need to find creative ways to solve users’ problems, and generate multiple ideas and prototypes that can be tested and refined.

Business needs. Designers need to make their products or services commercially successful, and align them with the goals and values of the organization.

To incorporate human-centered design across its organization, Cloud Kicks should adopt the following two practices:

Observing user behavior. Designers should conduct user research and communicate with their users regularly, to understand their needs, motivations, challenges, and goals. Observing user behavior can help designers to identify the pain points and opportunities for improvement, and to validate their assumptions and hypotheses.

Putting oneself in the situation of the end user. Designers should empathize with their users, and try to see the world from their perspective. Putting oneself in the situation of the end user can help designers to create products or services that are relevant, useful, and desirable for them.

The following two practices are not aligned with human-centered design, and should be avoided:

Including innovative ideas to showcase technology. Designers should not prioritize technology over people, and should not include features or functions that are not necessary or beneficial for the users. Including innovative ideas to showcase technology can lead to products or services that are complex, confusing, or frustrating for the users.

Creating requirements based on business leaders’ priorities. Designers should not ignore the voice of the users, and should not create products or services that only satisfy the business needs. Creating requirements based on business leaders’ priorities can lead to products or services that are irrelevant, useless, or undesirable for the users.

 A style guide is a document that defines the visual identity and branding of a company, such as the logo, color palette, typography, iconography, imagery, and tone of voice. It helps ensure consistency and coherence across different platforms and channels, and communicates the company’s values and personality. When implementing a company’s brand on Salesforce, the style guide should be the source of truth for consistency, as it provides the guidelines and rules for applying the brand elements to the user interface. A style guide can also include a pattern library, which is a collection of reusable UI components and design patterns that follow the style guide. A design principle is a statement that expresses the core values and goals of a design process, and guides the decision making and evaluation of a design solution. The Salesforce Lightning Design System (SLDS) is a set of design guidelines and resources for creating consistent and beautiful user experiences on the Salesforce platform. It can be used as a reference and a foundation for customizing the UI according to the company’s style guide. References:

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

: User Experience Designer Certification Prep: Module 7: Implement User Interfaces

: What is a Style Guide and Why Every UX Designer Needs One

: What is a Pattern Library and Why Should You Use One?

The Salesforce Lightning Design System (SLDS) is a comprehensive library of design patterns, components, and guidelines that enable developers and designers to create consistentuser interfaces on the Salesforce platform. It includes a comprehensive library of user interface components, guidelines for design consistency and accessibility, and detailed usage instructions. Using the Salesforce Lightning Design System ensures that all design elements and interactions on Salesforce use the same set of standards and patterns, resulting in a consistent and unified user experience. For more information, see the Salesforce Lightning Design System page (https://www.lightningdesignsystem.com/).

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. References: Learn About User Experience Design Unit | Salesforce Trailhead, [10 Usability Heuristics for User Interface Design], Salesforce User Experience (UX) Designer Certification Guide & Tips

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.

To provide more intuitive access to regularly used content, a sales representative can use the following two recommendations:

Personalize the Navigation bar: The Navigation bar is the horizontal menu at the top of the Lightning Experience page that allows users to switch between different items, such as apps, objects, or utilities. Users can personalize the Navigation bar by adding, removing, or rearranging items according to their preferences and needs. For example, a sales representative can add the Accounts, Opportunities, and Reports items to the Navigation bar for quick access. To personalize the Navigation bar, users can click on the pencil icon next to the app name and use the Edit option.

Create shortcuts Favorites: Favorites are bookmarks that users can create to save links to frequently accessed pages, records, reports, dashboards, or groups in Salesforce. Users can create favorites by clicking on the star icon in the header of any page. Users can also organize their favorites into folders and access them from any device. To view or manage favorites, users can click on the Favorites icon in the header. Favorites can help users save time and navigate Salesforce more efficiently.

Cloud Kicks (CK) can use the following three solutions to leverage the Salesforce Lightning Design System (SLDS) in its custom applications, without migrating to Lightning Experience:

Lightning Stylesheets for Visualforce: This solution allows CK to apply the SLDS styles to its existing Visualforce pages, without having to rewrite the markup or use a static resource. By adding the attribute lightningStylesheets="true" to the  tag, CK can automatically transform the standard Visualforce components into their SLDS equivalents, and give the pages a consistent Lightning Experience look and feel12.

Standard Design Tokens: This solution allows CK to use the SLDS design tokens, which are predefined variables that store the visual design attributes of the SLDS, such as colors, fonts, sizes, and spacing. By using the design tokens, CK can ensure that its custom applications follow the SLDS guidelines and remain consistent with the Lightning Experience theme. CK can access the design tokens through the Lightning Design System Scoping tool, or by downloading them as a static resource3 .

Heroku: This solution allows CK to build and deploy its custom applications on Heroku, a cloud platform that supports various languages and frameworks, such as Node.js, Java, or PHP. By using Heroku, CK 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. CK can also use the Lightning Out feature to embed Lightning components into its Heroku applications, and use the Lightning Web Components framework to create reusable UI elements .

 A user flow is a UX design method that creates a visual representation of a user’s series of steps to achieve a meaningful goal. A user flow shows the path that a user takes from their entry point to their final action, such as signing up, purchasing, or completing a task. A user flow helps designers understand and optimize the user experience, as well as identify pain points, gaps, and opportunities for improvement. A user flow can take various forms, such as diagrams, wireframes, or prototypes, depending on the level of detail and fidelity required. References:

What Are User Flows In UX Design? [Full Beginner’s Guide] - CareerFoundry

What is a User Flow in UX Design? — updated 2023 | IxDF

User Flows in UX Design: Definition, Benefits, and Best Practices

According to the Salesforce Trailhead, the Trusted Advisor persona spends 3+ hours a day maintaining relationships with existing customers. They upsell products, grow deals, and manage renewals. This persona also spends time prospecting for new opportunities in existing accounts and gathering requirements from prospects1

Therefore, the key business process that defines their work and should be analyzed to make sure the delivered experience fits their needs is maintaining relationships with existing customers. This process involves understanding the customer’s needs, goals, expectations, and satisfaction, as well as providing them with relevant solutions, support, and value. The UX Designer should focus on creating a user interface that enables the Trusted Advisor to easily access and update customer information, communicate and collaborate with customers, and track and measure customer loyalty and retention23

Managing sales pipeline and forecasting: This is not the key business process that defines the work of the Trusted Advisor persona, but rather the Data Expert persona. The Data Expert persona spends 3+ hours a day on reporting and sales forecasting. They also spend 1–3 hours managing the sales pipeline and tools for the sales team1

Customizing and administering Salesforce: This is not the key business process that defines the work of the Trusted Advisor persona, but rather the Sales Leader persona. The Sales Leader persona spends most of their day managing, coaching, and training sales reps. They also spend time managing tools and processes for sales reps, which includes customizing and administering Salesforce1

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. References: : 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