The best onboarding design practice for Cloud Kicks would be to identify the message, audience, and purpose for content. This would help them tailor the content to the different needs and preferences of their employees, and provide them with the most relevant and useful information. Providing written help documentation as the single source of truth for learning about new features (A) might not be engaging or effective for all users, especially those who prefer visual or interactive learning. Creating pop-ups to give users a full visualization of a product © might be intrusive or overwhelming for some users, and might not explain the benefits or features of the product clearly. Identifying the message, audience, and purpose for content (B) isa key step in creating user-centered onboarding design, as it helps to define the goals, scope, and tone of the content, and to align it with the user’s needs, expectations, and motivations. References:

• [UX Designer Certification Prep: Onboarding Design]
• [UX Designer Certification Prep: Content Strategy]
• [Salesforce Certified User Experience Designer Exam Guide]

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.

References:Salesforce's official documentation provides extensive information on different types of relationships between objects, including Master-Detail relationships. The Salesforce Developer Documentation is a valuable resource for understanding how to set up and use these relationships to ensure data integrity and optimize application design.

A moderated usability study is a type of user research where the UX Designer interacts with the participants as they perform tasks on the prototype solution. The designer can ask follow-up questions to obtain further information about the issues participants may encounter, such as why they made certain choices, how they felt about the experience, and what they would like to see improved. This can help the designer gain deeper insights into the user needs, preferences, and pain points, as well as validate or invalidate their design assumptions. A moderated study also allows the designer to clarify any confusion or ambiguity that the participants may have during the session, and to adjust the tasks or scenarios as needed. References:

• [User Experience Designer Certification Prep: Conduct User Research]
• [User Experience Designer Certification Prep: Analyze User Research]
• [User Experience Designer Certification Prep: Validate Solutions]

The Console is a tab-based workspace that allows users to access multiple records and related information on a single screen. This can help users who need to switch between different records quickly and easily, without losing context or wasting time. For example, a salesperson who needs to compare different opportunities, check account details, or update contact information can benefit from using the Console. The Standard Salesforce 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 the Service Console

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. References:

• List View Component | Salesforce Experience Cloud
• Create and Edit List Views | Salesforce Help

 Usability testing is a type of testing that evaluates how easy and intuitive a product or service is to use by observing real users performing specific tasks. Usability testing can help the UX Designer to measure the effectiveness, efficiency, and satisfaction of the new form for the call center staff. Usability testing can also help to identify any usability issues or areas for improvement in the form design. Usability testing can be conducted in various ways, such as moderated or unmoderated, remote or in-person, qualitative or quantitative, or using various tools and methods12. References:

• Usability Testing
• Usability Testing Methods

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 &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.

References: Accordions - Lightning Design System, Lightning Console Apps - Salesforce Help, Tabs - Lightning Design System, Accessibility Standards - Salesforce Help

 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

References:

• 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

Diversity, inclusion, and equality in design are values that aim to create products, services, and environments that are accessible, welcoming, and fair for all people, regardless of their age, gender, ethnicity, disability, sexual orientation, religion, or other characteristics. Diversity, inclusion, and equality in design can also bring positive business outcomes, such as economic growth, greater market share, and less employee turnover12.

Economic growth is a business outcome that represents the increase in the value of goods and services produced by an organization or a country over time. Economic growth can be influenced by various factors, such as innovation, productivity, efficiency, and competitiveness. Diversity, inclusion, andequality in design can contribute to economic growth by fostering creativity, innovation, and problem-solving, as well as by attracting and retaining diverse talent, customers, and partners12.

Greater market share is a business outcome that represents the percentage of sales or customers that an organization has in a particular market or industry. Greater market share can indicate the success and competitiveness of an organization, as well as its potential for growth and profitability. Diversity, inclusion, and equality in design can help achieve greater market share by expanding the reach and appeal of products, services, and environments to diverse and underserved markets, as well as by enhancing customer satisfaction, loyalty, and advocacy12.

Less employee turnover is a business outcome that represents the rate at which employees leave an organization and are replaced by new ones. Less employee turnover can indicate the stability and quality of an organization, as well as its ability to retain and develop its human capital. Diversity, inclusion, and equality in design can help reduce employee turnover by creating a positive and inclusive work culture, where employees feel valued, respected, and engaged, as well as by providing opportunities for learning, development, and career progression12.

References: 1: The business value of design | McKinsey 2: The Business Case for Diversity, Equity, and Inclusion - Salesforce.com

The Salesforce Lightning Design System (SLDS) is a CSS framework that helps designers and developers create applications with the look and feel of Lightning Experience. SLDS provides a library of design tokens, icons, components, utilities, and patterns that can be used to build consistent, responsive, and accessible user interfaces1. One of the features that SLDS provides for designers and developers is semantic and accessible component markup. Semantic markup means using HTML elements that describe the meaning and structure of the content, rather than just the presentation. For example, using 

 for a main heading, 

 for a paragraph, or  for a button. Semantic markup helps to improve the readability, maintainability, and SEO of the code2. Accessible markup means using HTML attributes and techniques that enhance the usability and accessibility of the content for people with disabilities. For example, using aria-label to provide a descriptive label for an element, role to indicate the function of an element, or tabindex to control the keyboard focus order. Accessible markup helps to ensure that the content can be perceived, understood, operated, and interacted with by people using assistive technologies, such as screen readers, keyboards, or voice commands3. SLDS provides semantic and accessible markup for its components, which are reusable UI elements that can be customized and composed to create complex interfaces. SLDS components follow the Web Content Accessibility Guidelines (WCAG), which are the international standards for web accessibility4. SLDS components also use the BEM (Block Element Modifier)naming convention, which is a methodology for creating clear and consistent class names for CSS selectors5. By using SLDS components, designers and developers can create user interfaces that are not only visually appealing, but also meaningful and accessible for everyone. References: Introduction to the Salesforce Lightning Design System, Semantic HTML: How to Structure Web Pages, Accessible Rich Internet Applications (WAI-ARIA), Web Content Accessibility Guidelines (WCAG) Overview, BEM — Block Element Modifier

 Service design is a practice that aims to design and deliver holistic, human-centered, and value-driven solutions that consider the needs and expectations of not only the individual users, but also the stakeholders, the employees, the partners, and the society involved in the service. Service design focuses on more than just the user interface or the user experience, but also on the processes, systems, interactions, touchpoints, and channels that enable the service to be delivered and consumed. Service design can help create engaging, connected, and social value-driven solutions that improve the quality, efficiency, and sustainability of the service . References:

• : User Experience Designer Certification Prep: Module 1: Understand User Experience Design
• : What is Service Design?

Service Design is a design practice that focuses on providing better experiences to users by understanding the context of their needs and how they interact with systems, services, and products. Service Design goes beyond User Experience Design by focusing on more than just individual people, and instead considers the entire ecosystem, including connected and social value-driven solutions. Salesforce provides more information on Service Design

 Shadow DOM is a web standard that encapsulates the internal document object model (DOM) structure of a web component. It isolates the component’s markup and styles from the rest of the page, and prevents the component from being affected by or affecting the global DOM. When designing or developing the stylesheets for a parent-child LWC structure, the following impacts of the shadow DOM should be considered:

• The CSS styles defined in the parent list component are not shared with the child items. This is because the shadow DOM creates a boundary between the parent and the child components, and the styles defined in the parent component do not cascade down to the child components. This means that each component needs to define its own styles, or import them from a common source. This also means that the parent component cannot directly style the child components, or vice versa12.
• Any custom styles shared between the list and child items should be imported from a shared CSS file. This is a recommended practice to avoid duplicating the same styles in multiple components, and to maintain consistency and reusability. A shared CSS file can be created as a static resource, and imported into the components using the loadStyle() method from the platformResourceLoader module. Alternatively, a shared CSS file can be created as a LWC component, and imported into the components using the @import directive134.

References:

• : [Shadow DOM | Lightning Web Components Developer Guide | Salesforce Developers]
• : [Light DOM | Lightning Web Components Developer Guide | Salesforce Developers]
• : [Understanding Shadow DOM and Template in LWC – SFDC Lightning]
• : [Shadow DOM, CSS and Styling Hooks in LWC what you need to know]
• : [How to Share CSS Between Lightning Web Components | Salesforce Developers Blog]
• : [How to Use a Shared CSS File in a Lightning Web Component | Salesforce Developers Blog]

Themes and branding allow Salesforce app developers to customize the look and feel of their apps to match their company’s branding and accessibility standards. One of the features of themes and branding is the ability to select a brand color, which is the primary color used for buttons, links, and highlights. Salesforce automatically generates a color palette based on the brand color, which includes accessible colors that meet the WCAG 2.1 contrast ratio guidelines. This ensures that the app is visually appealing and accessible to users with different color vision abilities. Developers can also customize other aspects of the theme, such as the logo, page background, and default font. References: [Themes and Branding Basics], [Accessibility in Salesforce]

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.

References:

• : User Experience Designer Certification Prep: Module 5: Design User Interfaces
• : Lightning App Builder: Utility Bar

 To create a unique experience for each audience that includes colors, images, and typography, the recommended out-of-the-box design approach is to use branding sets and assign them to each audience using audience targeting. Branding sets are collections of branding attributes, such as logos, fonts, colors, and images, that can be applied to a site or a page to customize its look and feel. Audience targeting is a feature that allows the designer to deliver different content and experiences to different groups of users based on criteria such as profile, location, or behavior. By creating branding sets and assigning them to each audience using audience targeting, the designer can easily create aunique and consistent experience for each audience without creating separate sites or custom themes. References: : Branding Sets | Salesforce Help : Audience Targeting | Salesforce Help : UX Designer Certification Prep: Designing with Experience Builder | Trailhead

The best approach for Cloud Kicks to create a unique look and feel for each audience is to create branding sets and assign them to each audience using audience targeting. With this approach, the same website can be used for both audiences, whilethe look and feel of each page can be tailored to each audience.

Branding sets allow you to create unique designs and apply them to specific audiences. You can create unique colors, images, and typography for each audience and then target them to the appropriate audiences using the audience targeting feature. This will ensure that each audience has a unique look and feel that meets their needs.

References: & & &type=5

These two design considerations should be made when planning for a customer support site in experience builder that will be internationalized across 12 different countries. They are related to the principles of internationalization and localization, which are the processes of designing and adapting a product or service to meet the needs and preferences of users in different cultures, languages, and regions. By taking these considerations into account, a UX designer can create a site that is consistent, usable, and appealing for a global audience.

• Country may read text in a different direction (right to left) vs (left to right) and layouts will need to be adjusted: This consideration is related to the principle of bidirectionality, which is the ability of a product or service to support both left-to-right (LTR) and right-to-left (RTL) languages, such as Arabic, Hebrew, Persian, and Urdu. These languages have different writing systems, text alignment, and reading order than LTR languages, such as English, French,Spanish, and German. Therefore, a UX designer needs to adjust the layouts of the site to accommodate both LTR and RTL languages, such as by using flexible grids, mirroring elements, and avoiding fixed positions. This way, the site can provide a natural and intuitive reading experience for users in different countries.
• Colors may have different cultural meanings in different countries, changing the intent of UI elements: This consideration is related to the principle of cultural sensitivity, which is the awareness and respect of the cultural differences and preferences of users in different countries. Colors are one of the most important aspects of visual design, as they can convey emotions, moods, messages, and actions. However, colors can also have different cultural meanings and associations in different countries, which can affect how users perceive and interact with the site. For example, red can mean danger, passion, or luck, depending on the country. Therefore, a UX designer needs to choose colors that are appropriate and consistent with the intended meaning and purpose of the UI elements, such as buttons, icons, labels, and alerts. This way, the site can avoid confusion, misunderstanding, or offense for users in different countries.

References:

• Preparing a Global Design: Internationalization (i18n) Guide
• Internationalization - Globalization | Microsoft Learn
• Localization vs. Internationalization - World Wide Web Consortium (W3C)

The Salesforce Lightning Design System (SLDS) reflects the patterns and components that underpin the Salesforce product. These patterns and components provide a unified language and consistent look and feel when designing apps and products within the Salesforce ecosystem. The Lightning Experience UI, which SLDS represents, was crafted using four core design principles. We encourage you to keep them in mind as you develop your applications. They are1:

• Clarity — Eliminate ambiguity. Enable people to see, understand, and act with confidence.
• Efficiency — Streamline and optimize workflows. Intelligently anticipate needs to help people work better, smarter, and faster.
• Consistency — Create familiarity and strengthen intuition by applying the same solution to the same problem.
• Beauty — Demonstrate respect for people’s time and attention through thoughtful and elegant craftsmanship. References: Introduction to the Salesforce Lightning Design System

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. References:

• : User Experience Designer Certification Prep: Module 4: Analyze User Research Data
• : User Experience Designer Certification Prep: Module 6: Validate User Interfaces

A cross-functional flowchart is a type of process map that shows the relationships between process steps and business teams. A cross-functional flowchart uses horizontal or vertical swimlanes to group the process steps by the roles or departments that are responsible for them. A cross-functional flowchart can help Cloud Kicks’ Discovery team to explain how different teams collaborate and communicate in the process, as well as identify any gaps, overlaps, or inefficiencies in the process. A cross-functional flowchart can also show the inputs, outputs, and decisions at each step, and the flow of information and materials across the swimlanes12. References:

• Cross-Functional Flowchart
• Create a Cross-Functional Flowchart

The SLDS utility that provides the most flexible system to meet the requirements of designing a responsive page is Grid. Grid is a utility that allows you to create a layout using a series of rows and columns that house your content. Grid uses a 12-column structure that can be adjusted based on breakpoints, which are predefined screen sizes that trigger a change in the layout. Grid also supports nesting, alignment, ordering, and offsetting of the columns. By using Grid, you can create a responsive page that can adapt to different screen resolutions and devices12 References: [Grid - Lightning Design System], [Mastering Salesforce Lightning Design System Grids and Lightning Layouts]

A heuristic evaluation is a method of inspecting the usability of an interface by comparing it to a set of general principles or heuristics. It can help identify potential problems and areas for improvement in the design. A heuristic evaluation is usually done before creating any prototypes, as it can provide insights and guidance for the design process. A low-fidelity prototype is a rough sketch or mockup of an interface that can be used to test and validate design ideas with users. It is usually created after conducting some research and analysis of the user needs and goals. A design template is a pre-made layout or structure that can be used to create an interface. It can help save time and ensure consistency in the design, but it may not suit the specific needs and preferences of the users or the business. A design template is usually applied after defining the content and functionality of the interface. References:

• [Heuristic Evaluation]: This is a Trailhead module that explains what a heuristic evaluation is, how to conduct one, and how to use the results to improve the design of an interface.
• [Low-Fidelity Prototyping]: This is a Trailhead module that covers the benefits and best practices of creating and testing low-fidelity prototypes with users.
• [Design Templates]: This is a Trailhead module that introduces the concept of design templates and how to use them in Experience Cloud.

 The additional UX elements that should be reviewed to influence the brand experience are visual, content, and interaction design. These elements are essential for creating a consistent, engaging, and memorable user experience that reflects the company’s brand identity and values12.

Visual design refers to the use of colors, shapes, typography, images, icons, and other graphical elements to create a visual hierarchy, contrast, balance, and harmony on the page13. Visual design affects the user’s perception, emotion, and attention, and cancommunicate the brand’s personality, tone, and message13. For example, Cloud Kicks can use their logo, colorscheme, and font to create a recognizable and distinctive visual identity for their portal landing page4.

Content design refers to the creation, organization, and presentation of text, audio, video, and other media to convey the brand’s value proposition, story, and information to the user15. Content design affects the user’s understanding, interest, and trust, and can communicate the brand’s purpose, benefits, and voice15. For example, Cloud Kicks can use clear, concise, and compelling headlines, subheadings, and body text to highlight their products, services, and customer testimonials on their portal landing page.

Interaction design refers to the design of the user interface elements, such as buttons, links, menus, forms, and sliders, that enable the user to interact with the page and perform tasks1 . Interaction design affects the user’s behavior, satisfaction, and feedback, and can communicate the brand’s functionality, usability, and responsiveness1 . For example, Cloud Kicks can use intuitive, consistent, and accessible navigation, search, and filtering options to help the user find what they are looking for on their portal landing page.

By reviewing and improving these UX elements, Cloud Kicks can ensure that their portal landing page delivers a positive and coherent brand experience to their users, and that their brand identity is translated into the user experience.

References:

• The 5 Elements of User Experience Design
• How to Create a Brand Experience That Works With Your UX
• Visual Design Basics
• Use Branding Sets in Experience Builder
• Content Design: What It Is and Why It Matters
• [How to Write Effective Web Content for Your Experience Cloud Site]
• [Interaction Design Basics]
• [Designing User Interfaces for Experience Cloud Sites]

To ensure new Salesforce users are given the appropriate onboarding experience, a UX Designer should use the following two on-App Guidance customizations:

• Specify prompt scheduling: This allows the designer to control when and how often the prompts appear to the users, based on criteria such as start and end dates, frequency, and snooze duration. This way, the designer can tailor the onboarding experience to the users’ needs and preferences, and avoid overwhelming or annoying them with too many or irrelevant prompts.
• Set prompt permissions: This allows the designer to target the prompts to specific user groups, based on profiles and permissions. This way, the designer can ensure that the prompts are relevant and useful to the users, and avoid showing them information that they do not need or have access to.

References:

• Salesforce In-App Guidance: Enhance Your User Experience
• Create and Manage In-App Guidance Prompts

Marketing Cloud Personalization is a Salesforce feature that can boost B2C engagement on Cloud Kicks’ website. Marketing Cloud Personalization is a kind of technology solution that ingests customer engagement and profile data, then — using machine learning and AI — determines relevant messages, segmentation, and content for each customer, based on their preferences and affinities1. Marketing Cloud Personalization can help Cloud Kicks to create personalized and relevant experiences for their website visitors, such as showing them products, offers, or recommendations that match their interests, needs, or behaviors. Marketing Cloud Personalization can also help Cloud Kicks to optimize their website performance, such as increasing conversions, retention, loyalty, and revenue1.

Experience Cloud is another Salesforce feature that can help Cloud Kicks to create engaging websites, but it is not the best option for boosting B2C engagement. Experience Cloud is a platform that allows users to build branded digital experiences, such as websites, portals, forums, or mobile apps, that connect customers, partners, and employees with Salesforce dataand processes. Experience Cloud can help Cloud Kicks to create interactive and collaborative websites that integrate with their CRM, but it does not provide the same level of personalization and intelligence as Marketing Cloud Personalization2.

Marketing Cloud Account Engagement is a Salesforce feature that is designed for B2B marketing automation, not B2C engagement. Marketing Cloud Account Engagement, formerly known as Pardot, is a solution that helps users to generate more leads, nurture them through email campaigns, and align sales and marketing efforts. Marketing Cloud Account Engagement can help Cloud Kicks to target and engage potential business customers, but it is not suitable for engaging individual consumers on their website34.

References: 2: Experience Cloud | Salesforce 3: Marketing Cloud Account Engagement customers are scaling their marketing and reaching more leads faster. Find more leads and convert them more quickly with content that resonates Engage buyers on their terms with tailored, relevant campaigns4 4: Marketing Cloud vs. Marketing Cloud Account Engagement2 1: Personalization Engine by Marketing Cloud - Salesforce1

 The best way for the designer to help mitigate pushback from developers is to work together on setting up UX Indicators. UX Indicators are a set of metrics that measure the user experience of a product or feature, such as usability, satisfaction, engagement, and adoption1. By working together on setting up UX Indicators, the designer and the developers can align on the goals and expectations of the design changes, and use data and evidence to evaluate their impact. This can help to reduce the subjective opinions and assumptions that might cause pushback, and foster a collaborative and user-centered culture. Sharing research notes from previous projects with them (A) might not be very helpful, as the research might not be relevant or applicable to the current project, and the developers might not trust or understand the research methods or findings. Getting buy-in from the development lead first and let them persuade others (B) might not be very effective, as it might create a top-down or hierarchical approach that does not involve the developers in the design process, and might make them feel excluded or ignored. References:

• UX Designer Certification Prep: UX Indicators

 Styling hooks are CSS custom properties that allow developers to customize the appearance of base and custom components in a consistent and supported way. They work with web components and shadow DOM, which provide encapsulation and modularity for LWC. Styling hooks use the --slds namespace and follow a naming convention that reflects 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 button component, brand category, color background property, and hover state. Styling hooks can be declared in the CSS file of the LWC or in a global CSS file that affects all components on the page. Styling hooks are not standard CSS properties, but custom ones that are defined by SLDS and applied to the components using the var() function. References:

• Styling Hooks - Lightning Design System
• SLDS Styling Hooks | Lightning Web Components Developer Guide | Salesforce Developers
• –dxp Styling Hooks | LWR Sites for Experience Cloud | Salesforce Developers

The Salesforce Lightning Design System (SLDS) styling hooks use standard CSS properties to easily style base and custom components. Salesforce documentation states that “SLDS styling hooks are CSS classes that give you access to the same styling used in the Salesforce Lightning Design System. They make it easy to style base and custom components with the same look and feel” [1].

Lightning console apps are designed to help users work faster and more efficiently by providing a workspace where they can access multiple records and their related records on the same screen. Users can complete actions with a single click, such as creating records, logging calls, sending emails, and updating fields, without losing context or switching tabs. Lightning console apps also support keyboard shortcuts, macros, and quick text to speed up common tasks. Lightning console apps are especially useful for sales representatives who need to provide quick, competitive pricing and close deals faster. They can also use Lightning console apps to view and manage their pipeline, collaborate with team members, and track their performance. Organizing items in the utility bar and adding records to Favorites are features that are available in any Lightning app, not just Lightning console apps. References: Salesforce Console in Lightning Experience, Create and Edit a Custom Lightning Console App, Create a Lightning Console App

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.

References: Utility Bar - Salesforce Help and Split View - Salesforce Help

When interviewing or surveying users, the UX designer should be aware of the following response biases that can affect the accuracy of the data collected:

• Social desirability bias: This is the tendency of respondents to answer questions in a way that they think will make them look good or conform to social norms and expectations. For example, when asked about their purchasing habits, respondents may underreport their spending on luxury items or impulse buys, or overreport their spending on charitable causes or environmentally friendly products. Social desirability bias can be reduced by ensuring anonymity and confidentiality, using indirect or less sensitive questions, or using implicit measures12.
• Recency bias: This is the tendency of respondents to recall and emphasize the most recent events or experiences, rather than the ones that occurred earlier or more frequently. For example, when asked about their purchasing habits, respondents may base their answers on their last purchase or the last month, rather than their average or typical behavior over a longer period of time. Recency bias can be reduced by using specific and clear time frames, using multiple sources of data, or using longitudinal methods34.

References:

• : [What Is Response Bias? | Definition & Examples]
• : [Types of User Research Bias and How to Avoid It in Your UX Design]
• : [Social Desirability Bias: Definition, Examples, and Solutions]
• : [Recency Bias: Definition, Examples, and Solutions]
• : [Recency Bias in User Research]
• : [Social Desirability Bias in Survey Research]

A docked prompt is a type of In-App Guidance that can be used to provide contextual help and guidance to the users in the Salesforce app. A docked prompt is a small pop-up window that appears at the bottom of the screen, and can contain text, images, links, or videos. A docked prompt can be triggered by various events, such as opening a page, clicking a button, or completing an action. A docked prompt can also be dismissed by the user, or set to expire after a certain time or date12

A UX Designer can customize the Salesforce Help Menu to meet the request of Cloud Kicks’ Sales team by creating a docked prompt based on new feature rollouts. This way, the UX Designer can:

• Inform the users about the new features and how they can benefit from them. For example, the UX Designer can create a docked prompt that introduces the new Einstein Opportunity Scoring feature, and explains how it can help the users prioritize their opportunities and close more deals3
• Guide the users through the steps and best practices to use the new features. For example, the UX Designer can create a docked prompt that shows the users how to access and configure the new Einstein Opportunity Scoring feature, and how to interpret and act on the scores3
• Engage the users and encourage them to explore and adopt the new features. For example, the UX Designer can create a docked prompt that includes a link to a video tutorial, a Trailhead module, or a feedback survey about the new Einstein Opportunity Scoring feature3
• Show a site map of all the content: This is not a way to customize the Salesforce Help Menu to meet the request of Cloud Kicks’ Sales team, because a site map of all the content is not a typeof In-App Guidance, and it does not provide specific and timely help and guidance for the users. A site map of all the content is a visual representation of the structure and hierarchy of a website or app, and it can be useful for planning and designing the user interface, but not for providing In-App Guidance4
• Provide links to external resources, such as training videos or a company dictionary: This is not a way to customize the Salesforce Help Menu to meet the request of Cloud Kicks’ Sales team, because providing links to external resources is not a type of In-App Guidance, and it does not provide contextual and interactive help and guidance for the users. Providing links to external resources is a way to supplement the Salesforce Help Menu with additional information and resources, but not to create In-App Guidance5

References:

• Create In-App Guidance Unit | Salesforce Trailhead
• In-App Guidance - Salesforce Help
• Create a Docked Prompt for New Feature Rollouts Unit | Salesforce Trailhead
• What is a Sitemap? - Interaction Design Foundation
• Customize the Help Menu in Lightning Experience - Salesforce Help

Dynamic Actions are a feature that allows the UX Designer to customize the actions that appear on the Highlights panel of a Lightning record page based on criteria such as record status, user profile, or field value. This way, the UX Designer can declutter the Highlights panel and show only the relevant actions for each record. Dynamic Actions can be configured in the Lightning App Builder instead of the page layout editor, which gives more flexibility and control to the UX Designer. References:

• Salesforce Dynamic Actions – Overview & Deep Dive Tutorial
• Create Dynamic Actions in Lightning App Builder - Salesforce
• Add Visibility Rules for Dynamic Pages - Trailhead

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.

References:For guidelines on creating and using Empathy Maps, UX design resources such as the Nielsen Norman Group and the Interaction Design Foundation offer articles and guides on this andother UX research synthesis tools. These resources explain how to effectively use Empathy Maps to gain insights into user needs and foster empathy within design teams.

To optimize Salesforce for the IT help desk team at Cloud Kicks, enabling them to quickly resolve queued cases, adding a List View component to the home page is the most effective approach because:

• Customization and Relevance:A List View component can be customized to show a list view that is specifically filtered to display cases that are both assigned to the team members and are currently open. This ensures that team members immediately see the most relevant cases as soon as they log in, without needing to navigate through the Salesforce interface.
• Efficiency:Having this component on the home page saves time and clicks, making the process of identifying and accessing pending cases more efficient, which is crucial for quickly resolving issues.

While options A (Case Assignment component) and C (Case inbox component) could also present cases to team members, the List View component's ability to be customized with specificfilters offers a more targeted approach to showing the most pertinent cases directly on the home page.

References:For more details on optimizing Salesforce for specific team roles, Salesforce's Help Documentation and Developer Guides offer extensive resources on using components like List Views to enhance user experience and efficiency. These guides provide step-by-step instructions on customizing the Salesforce interface to meet the needs of different teams within an organization.

 To implement a brand style guide using out-of-the box Experience Builder features, the best option is to apply brand fonts and colors. This can be done by using themes and branding sets in Experience Builder. Themes are collections of information that define the visual flow of a site, such as colors, fonts, and spacing. Branding sets are groups of assets that can be applied to a theme, such as logos, images, and icons. By using themes and branding sets, CK can customize the look and feel of their site without coding or using a different template. References: Add Style to Your Experience Builder Site with Themes, Use Branding Sets in Experience Builder

The best way to achieve the requirement of having a flag field on the case object that marks a case as sensitive and can be viewed by all users who have access to the case but only be edited by the assigned case assessor is to create a custom Lightning component. A custom Lightning component can use the Lightning Data Service to access the case record and its fields, and apply conditional rendering and editing logic based on the user’s role and the case assessor field. This way, the flag field can be displayed to all users who can view the case, but only be editable by the user who is the case assessor. This solution also follows the principle of designing for performance and scalability, which is one of the learning objectives for the Salesforce User Experience Designer certification. References: [Create Custom, Reusable Lightning Components], [Lightning Data Service Basics], [Design for Performance and Scalability]

: :

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].

To create a custom app for a new team of service agents, a UX Designer could customize the following parts of the user interface:

• Tabs within the app’s navigation bar: This allows the UX Designer to select which tabs are visible and accessible for the app users, such as Accounts, Contacts, Cases, etc. It can help the UX Designer to tailor the app to the specific needs and tasks of the service agents.
• Page layouts of the records: This enables the UX Designer to control how the fields and related lists are arranged and displayed on the record detail pages, such as the Case page layout. It can help the UX Designer to optimize the information architecture and usability of the record pages for the service agents.
• Details to be shown in the records highlights panels: This allows the UX Designer to choose which fields and actions are shown in the highlights panel at the top of the record pages, such as the Case Number, Status, Priority, etc. It can help the UX Designer to emphasize the most important and relevant information and actions for the service agents.

References:

• : Tabs within the app’s navigation bar
• : Page layouts of the records
• : Details to be shown in the records highlights panels

 One of the administrative capabilities that can be used for mobile navigation menu setup is to include Visualforce and Lightning pages as menu tabs. Visualforce and Lightning pages are custom pages that can display data, logic, and interface elements in the Salesforce mobile app. To include Visualforce and Lightning pages as menu tabs, the UX Designer needs to create tabs for those items first, and then add them to the navigation menu of the Mobile Only app or the Lightning app12

• Menu tabs can be based on different user types: This is not an administrative capability that can be used for mobile navigation menu setup, but rather a feature of the Lightning app navigation method. The Lightning app navigation method allows 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 own navigation menu and navigation bar, which can be customized with the items that are relevant for each user type34
• Menu tabs visibility is based on user location: This is not an administrative capability that can be used for mobile navigation menu setup, but rather a feature of the geolocation field type. The geolocation field type allows the UX Designer to store the latitude and longitude coordinates of a record, and use them for various purposes, such as displaying maps, calculating distances, or filtering reports. The geolocation field type does not affect the visibility of the menu tabs in the Salesforce mobile app.

References:

• Customize the Mobile Only Navigation Menu in the Salesforce Mobile App
• Customize a Lightning App Navigation Menu in the Salesforce Mobile App
• Create a Lightning App Unit | Salesforce Trailhead
• Assign a Lightning App to a User Profile Unit | Salesforce Trailhead
• [Geolocation Custom Field Type - Salesforce Help]
• [Use Geolocation Fields in Formulas - Salesforce Help]

The designer should describe SLDS styling hooks as custom CSS properties that can easily style base and custom components. Styling hooks are placeholders in the SLDS style sheet that allow developers to customize the look and feel of their Lightning components by using the corresponding CSS custom properties. For example, the developer can change the background color of a button by setting the value of the --slds-c-button-brand-color-background custom property. Styling hooks are especially useful when working with web components and shadow DOM, as they enable component-level customizations without affecting the global styles. Styling hooks also provide consistency and performance benefits, as they leverage the SLDS design tokens and the native browser support for CSS custom properties. References:

• : Styling Hooks - Lightning Design System
• : SLDS Styling Hooks | Lightning Web Components Developer Guide | Salesforce Developers
• : SLDS Styling hooks in Lightning web components - Forcetrails

The designer should describe the Salesforce Lightning Design System (SLDS) styling hooks as using standard CSS properties to easily style base and custom components. SLDS styling hooks allow developers to quickly and easily apply CSS classes to HTML elements, enabling consistent styling across both base and custom components. This allows developers to quickly and easily apply branding and styling to their Lightning Web Components, without needing to write custom CSS. For more information about SLDS styling hooks, please see the following Salesforce

An empathy map is a tool that helps to synthesize what CK knows about the users and share this insight with the rest of the organization. An empathy map is a visual representation of the user’s perspective, based on their thoughts, feelings, actions, and needs. It helps to create a shared understanding of the user’s goals, pain points, motivations, and emotions. An empathy map can also help to identify gaps in the user research and generate new ideas for design solutions. References:

• : Creating a Customer Empathy Map Using The 5 Senses
• : Why Empathy Is Crucial to Business Success
• : Use Empathy Maps to build better software

Personalized Navigation Tabs are a navigational feature that allows the users to customize the navigation bar of the Salesforce mobile app with the items that they use most frequently. Users can add, remove, and reorder the tabs in the navigation bar, and access them with a single tap. Users can also mark their favorite items with a star icon, and access them from the Favorites tab. Personalized Navigation Tabs can help Cloud Kicks (CK) employees to quickly access the apps, objects, and other items that they need in the Salesforce mobile app12

• Console Navigation is a navigational feature that allows the users to work with multiple records and objects on a single screen in the Salesforce desktop app. Console Navigation is not available in the Salesforce mobile app, and it is not suitable for providing quick access to apps, objects, and other items3
• Utility Bar is a navigational feature that allows the users to access common productivity tools, such as notes, history, or macros, from a fixed footer at the bottom of the Salesforce desktop app. Utility Bar is not available in the Salesforce mobile app, and it is not suitable for providing quick access to apps, objects, and other items4

References:

• Personalize Your Navigation Bar in the Salesforce Mobile App - Salesforce Help
• Personalize Your Navigation Bar in the Salesforce Mobile App Unit | Salesforce Trailhead
• Console Navigation - Salesforce Help
• Utility Bar - Salesforce Help

Changing the role hierarchy and reassigning account owners can have a significant impact on the data visibility and performance of Salesforce. An architect should consider the following points in this situation:

• Changing complex role hierarchy can cause a high level of sharing recalculation. Depending on the sharing settings, roles can control the level of visibility that users have into the Salesforce data. Users at any given role level can view, edit, and report on all data owned by or shared with users below them in the role hierarchy, unless the sharing model for an object specifies otherwise. When the role hierarchy is changed, Salesforce must recalculate the sharing rules and group membership for all the affected users and records, which can take a long time and consume a lot of system resources. Therefore, changing a complex role hierarchy should be done carefully and preferably during off-peak hours1.
• Replacing account records ownerships massively can cause data skew. Data skew occurs when more than 10,000 child records are related to the same parent record, or more than 10,000 records of any object are owned by a single user. This can cause performance issues, such as locking, timeouts, and failures, when updating or sharing those records. When account owners are reassigned massively, it can create or worsen data skew, especially if the accounts have many child records, such as contacts and opportunities. Therefore, replacing account records ownerships massively should be avoided or minimized23.

References:

• : [Design Your Data Model Unit | Salesforce Trailhead]
• : [Data Skew in Salesforce - Why it Matters | Salesforce Ben]
• : [Ownership Data Skew | Designing Record Access for Enterprise Scale | Salesforce Developers]

Inclusive design and accessible design are both important aspects of creating products and services that are usable and enjoyable for everyone, regardless of their abilities, preferences, or contexts. However, they are not the same thing. Inclusive design is a methodology that involves designing with and for people who have a range of diverse needs and experiences. Inclusive design aims to create solutions that are not only accessible, but also equitable, respectful, and empowering for all users12. Accessible design is based on guidelines that help ensure that products and services can be perceived, understood, operated, and interacted with by people with disabilities. Accessible design follows standards such as the Web Content Accessibility Guidelines (WCAG), which provide technical specifications and best practices for making web content accessible34. Inclusive design and accessible design are not mutually exclusive, but rather complementary. Inclusive design can help inform accessible design by providing insights and feedback from diverse users and stakeholders. Accessible design can help support inclusive design by providing a baseline of quality and compliance for products and services. By applying both inclusive design and accessible design, UX designers can create more inclusive, accessible, and delightful experiences for everyone. References: Inclusive Design & Accessibility – Salesforce Designer – Medium, Product Accessibility and Inclusive Design - Salesforce.com, Learn the Elements of an Accessible Webpage Unit | Salesforce Trailhead, How Can Tech Be More Inclusive? Salesforce’s New VP of Accessibility & Inclusive Design Offers Answers - Salesforce News, [Designing for Web Accessibility Unit | Salesforce Trailhead]

 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

References:

• 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

The best place for the team to explore Lightning component code, documentation, and specifications is the Components Library on developer.salesforce.com1. The Components Library is the Lightning components developer reference, where the team can find code samples, SDKs, tools, metadata coverage information, and a developer guide for Lightning Web Components1. The team can also use the live code environment to code their first Lightning web component and see the results in real time2. Salesforce Extensions for VS Code (A) is a powerful tool for developing Lightning components, but it is not a source of code, documentation, and specifications. Design Tokens on SLDS website (B) are a way to store and maintain consistent design attributes across different platforms, but they are not specific to Lightning Web Components. References:

• Components Library on developer.salesforce.com
• Get Started Coding | Lightning Web Components Developer Guide

 According to the Salesforce documentation, the number of dynamic dashboards that an organization can have depends on the edition of Salesforce that they are using. A dynamic dashboard is a dashboard that runs using the security settings of the user viewing the dashboard, so that each user sees the data according to their own access level. Dynamic dashboards are useful for sharing one common set of dashboard components to users with different levels of access, without having to create separate dashboards for each user or role. The documentation states that:

• Enterprise Edition can use up to 5 dynamic dashboards
• Unlimited and Performance Edition can use up to 10 dynamic dashboards
• Developer Edition can use up to 3 dynamic dashboards
• Additional dynamic dashboards may be available for purchase

Therefore, since Cloud Kicks has an Unlimited Edition Salesforce org, they can create up to 10 different dynamic dashboards1 References: Taking Advantage of Dynamic Dashboards | Salesforce Developers

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.

References:

• : Salesforce Lightning Design System
• : Sketch Plugin

Typography, color, and imagery are visual design elements that can be used to create a consistent and recognizable corporate style and branding. Typography refers to the choice and use of fonts, sizes, weights, and spacing to convey meaning and hierarchy. Color refers to the selection and application of hues, shades, tints, and tones to create contrast, harmony, and mood. Imagery refers to the use of photos, illustrations, icons, and graphics to communicate messages, concepts, and emotions.

References:

• [Salesforce Certified User Experience Designer Exam Guide], Section 2.3: Demonstrate knowledge of visual design principles and best practices.
• [UX Designer Certification Prep: Visual Design], Unit 2: Typography, Color, and Imagery.

A grid system is a set of columns and rows that help to organize and align the layout and content of a web page. The Salesforce Lightning Design System (SLDS) provides a responsive grid system that adapts to different screen sizes and devices. The SLDS grid system is based on the CSS Flexbox layout module, which allows for flexible and dynamic positioning of elements. The SLDS grid system consists of the following components1:

• Containers: These are the outermost elements that wrap the grid. They have a fixed width that changes according to the breakpoints defined by the SLDS. Breakpoints are the points at which the layout changes based on the screen size. The SLDS has four breakpoints: small, medium, large, and x-large2.
• Grids: These are the direct children of the containers. They are the main elements that define the grid structure. They have a display property of flex, which enables the flexbox layout. They can also have modifiers that control the alignment, direction, and wrapping of the grid items3.
• Grid items: These are the direct children of the grids. They are the elements that contain the actual content of the page. They have a flex property that determines how much space they take up in the grid. They can also have modifiers that control the order, offset, and visibility of the grid items4.

A UX Designer should use the SLDS grid system to design responsively within the SLDS, as it provides a consistent and flexible way to create layouts that work across different devices and screen sizes. The SLDS grid system also follows the SLDS design principles and best practices, such as clarity, efficiency, consistency, and beauty5.

References:

• Grid - Lightning Design System, Grid - Lightning Design System Grid HTML/CSS: Dev Ready Responsive Terms of Service Privacy Responsible Disclosure Trust Cookies Settings Your Privacy Choices © Copyright 2015-present Salesforce, Inc. All rights reserved. Various trademarks held by their respective owners.
• Breakpoints - Lightning Design System, Breakpoints - Lightning Design System Breakpoints HTML/CSS: Dev Ready Responsive Terms of Service Privacy Responsible Disclosure Trust Cookies Settings Your Privacy Choices © Copyright 2015-present Salesforce, Inc. All rights reserved. Various trademarks held by their respective owners.
• Grid - Lightning Design System, Grid - Lightning Design System Grid HTML/CSS: Dev Ready Responsive Terms of Service Privacy Responsible Disclosure Trust Cookies Settings Your Privacy Choices © Copyright 2015-present Salesforce, Inc. All rights reserved. Various trademarks held by their respective owners.
• Grid - Lightning Design System, Grid - Lightning Design System Grid HTML/CSS: Dev Ready Responsive Terms of Service Privacy Responsible Disclosure Trust Cookies Settings Your Privacy Choices © Copyright 2015-present Salesforce, Inc. All rights reserved. Various trademarks held by their respective owners.
• Design Principles - Lightning Design System, Design Principles - Lightning Design System Design Principles HTML/CSS: Dev Ready Responsive Terms of Service Privacy Responsible Disclosure Trust Cookies Settings Your Privacy Choices © Copyright 2015-present Salesforce, Inc. All rights reserved. Various trademarks held by their respective owners.

A lookup relationship is a type of relationship that links two objects together, but the relationship is not required. This means that the child object can exist independently of the parent object. A lookup relationship can be either one-to-many or many-to-one, depending on the cardinality of the objects involved. For example, a contact can have a lookup relationship to an account, which means that a contact can belong to one account, but an account can have many contacts. Alternatively, a custom object can have a lookup relationship to a user, which means that a custom object can belong to many users, but a user can have only one custom object record. References: Trailhead: Data Modeling, Trailhead: Salesforce User Experience Designer Certification Prep, Salesforce Help: Define Lookup Relationships

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, such as a button, a card, or a modal. An element is a part of a block that has no standalone meaning, such as a label, an icon, or a header. A modifier is a flag that changes the appearance or behavior of a block or an element, such as size, color, or state. The modifier is separated from the block or element by two hyphens (–), and can have a value separated by a single hyphen (-), such as .slds-button–brand or .slds-button–neutral. The class .slds–size-l-of-2 does not follow thisconvention because it has no block or element name before the modifier. It should be something like .slds-grid–size-l-of-2 or .slds-col–size-l-of-2. References:

• [1]: Salesforce Lightning Design System - Introduction
• [2]: Salesforce Lightning Design System - Naming Con

According to the Web Content Accessibility Guidelines (WCAG) 2.1, the minimum color contrast ratio for normal text is4.5:11. This means that the difference in brightness (luminance) between the text color and the background color should be at least 4.5 times.This ensures that the text is readable by people with moderately low vision, color deficiencies, or contrast sensitivity1. The contrast ratio can be calculated using the formula:

L2​+0.05L1​+0.05​

whereL1​is the relative luminance of the lighter color andL2​is the relative luminance of the darker color2.The relative luminance is a value between 0 and 1, where 0 is black and 1 is white2.The contrast ratio can range from 1:1 (white on white) to 21:1 (black on white)2.

The contrast ratio requirement for normal text is lower for larger text or bold text, as they are easier to read at lower contrast.For large text (18 point or 14 point bold), the minimum contrast ratio is3:11.For graphics and user interface components, such as form input borders, the minimum contrast ratio is also3:13.For level AAA conformance, the minimum contrast ratio for normal text is7:1and for large text is4.5:11.

To evaluate the color contrast ratio of a site, there are various tools available, such as theContrast Checkeror theContrast Ratiotool. These tools allow users to enter the text color and the background color and see the contrast ratio and whether it meets the WCAG guidelines. They also provide suggestions for improving the contrast ratio if needed.

References:

• Understanding Success Criterion 1.4.3: Contrast (Minimum)
• Contrast Ratio - WCAG Color Contrast Checker
• WebAIM: Contrast Checker
• WCAG: Accessible colour and contrast ratios
• Contrast ratio - WCAG WG

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.

References:

• Builder Overview
• Create a Site with Builder
• Customize Your Site with the Theme Editor

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 are three of the four core principles of Web Content Accessibility Guidelines (WCAG), which provide a set of standards and best practices for making web content accessible to people with disabilities. The fourth principle is Perceivable, which means that the information and user interface components must be presented in ways that users can perceive. The principles are further divided into 13 guidelines and three levels of conformance (A, AA, and AAA). References:

• [Web Content Accessibility Guidelines (WCAG) Overview]
• [WCAG 2.1 at a Glance]

The best place on the SLDS website for the designer to find accessible HTML and CSS used to create components along with implementation guidelines is the Component Blueprints1. Component Blueprints are framework-agnostic, accessible HTML and CSS that provide the basic structure and style for Lightning components1. The designer can use the Component Blueprints to create custom Lightning Web Components that are consistent with the Lightning Design System. Design Tokens (B) are not the best place to find HTML and CSS, as they are variables that store design attributes, such as colors, fonts, and spacing2. Development Tools © are not the best place to find implementation guidelines, as they are tools and resources that help developers build and test Lightning components, such as VS Code extensions, LWC recipes, and Playground3. References:

• Component Blueprints | Salesforce Lightning Design System
• Design Tokens | Salesforce Lightning Design System
• Development Tools | Salesforce Lightning Design System

The Salesforce Lightning Design System (SLDS) is a collection of design guidelines, resources, and tools that help create consistent, beautiful, and accessible user experiences across the Salesforce platform1. Component blueprints are one of the key resources that the SLDS provides. They are framework-agnostic, accessible HTML and CSS code snippets thatcan be used to create UI elements such as buttons, cards, menus, and more2. A UX Designer who is asked to design a new application built on Salesforce should become familiar with the SLDS component blueprints as their first step, because they can help them to3:

• Understand the structure, behavior, and appearance of the standard Salesforce components and how they can be customized or extended.
• Follow the SLDS design principles and best practices, such as clarity, efficiency, consistency, and beauty.
• Ensure that the application is responsive, adaptive, and compatible with different devices and screen sizes.
• Leverage the SLDS design tokens, icons, and utilities to create a coherent and scalable visual language.
• Reduce the development time and effort by reusing the existing code and avoiding duplication.

The other options are not the best first steps for a UX Designer who is asked to design a new application built on Salesforce. Creating branding sets for each audience using Experience Builder is a later step that involves applying the visual identity and style of the application todifferent user segments and channels4. Finding and reviewing relevant AppExchange packages is a research step that can help to identify existing solutions or features that can be integrated or adapted to the application5. Designing a series of custom web components for the app is a development step that can be done after defining the requirements, wireframes, and prototypes of the application.

References:

• Lightning Design System, Lightning Design System Create the World’s Best Enterprise App Experiences Design System Fundamentals Component Blueprints Ready-to-use HTML and CSS UI elements provide the foundation for Salesforce experience development Go to Blueprints Tokens Visual design values and attributes that ensure branding and UI consistency at scale View Tokens Design Guidelines Design principles and best practices that guide beautiful, consistent, user-friendly product experiences Read Guidelines Tools New! Easy-to-use tools help all Trailblazers optimize workflows and bring Salesforce ideas to life Get Tools
• Blueprint Overview - Lightning Design System, Blueprint Overview - Lightning Design System What’s New Getting Started Platforms Design Guidelines Kinetics Accessibility Component Blueprints Overview Accordion Activity Timeline Alert App Launcher Avatar Avatar Group Badges Brand Band Breadcrumbs Builder Header Button Icons Cards Chat Docked Utility Bar Dueling Picklist Dynamic Icons Dynamic Menu Expandable Section Feeds File Selector Files Form Element Global Header Global Navigation Icons Illustration Input List Builder Lookups Map Menus Notifications Page Headers Panels Path Picklist Pills Progress Indicator Prompt Radio Button Group Rich Text Editor Scoped Notifications Scoped Tabs Select Spinners Tabs Textarea Tiles Timepicker Toast Tooltips Tree Grid Trees Trial Bar Vertical Navigation Vertical Tabs Visual Picker Welcome Mat Utilities Design Tokens Icons Tools Resources Blueprint Overview Component blueprints are framework agnostic, accessible HTML and CSS used to create components in conjunction with our implementation guidelines. For more details, check out the glossary on the FAQ page. Show Filters Showing 85 blueprints, 183 variants. Accordion Lightning Component Responsive Adaptive Styling Hooks Prototype Base Checkmark \nCheckmark \nActivity Timeline Responsive Adaptive Styling Hooks Prototype Base \n \n Alert Responsive Adaptive Styling Hooks Prototype Base Checkmark \nCheckmark \nApp Launcher Responsive Adaptive Styling Hooks Prototype Base Checkmark \n \nAvatar Lightning Component Responsive Adaptive Styling Hooks Prototype Base Checkmark \nCheckmark \nInitials Checkmark \nCheckmark \nAvatar Group Responsive Adaptive Styling Hooks Prototype Base Checkmark \n \nGrouped Checkmark \n \nBadges Lightning Component Responsive Adaptive Styling Hooks Prototype Base Checkmark \nCheckmark \nBrand Band Responsive Adaptive Styling Hooks Prototype Base Checkmark \n \nBreadcrumbs Lightning Component Responsive Adaptive Styling Hooks Prototype Base \n Checkmark \nBuilder Header Responsive Adaptive Styling Hooks Prototype Base \n \n Toolbar \n \n Button Groups Lightning Component Responsive Adaptive Styling Hooks Prototype Base Checkmark \n \nList Checkmark \n \nRow Checkmark \n \nButton Icons Lightning Component Responsive Adaptive Styling Hooks Prototype Base Checkmark \n \nBordered Filled Container Checkmark \n \nBordered Inverse Checkmark \n \nBordered Transparent Container Checkmark \n \nBrand Checkmark \n \nInverse Checkmark \n \nStateful Checkmark \n \nTransparent Container Checkmark \n \nButtons Lightning Component Responsive Adaptive Styling Hooks Prototype Base Checkmark \nCheckmark \nDual Stateful Checkmark \nCheckmark \nStateful Checkmark \nCheckmark \nWith Icon Checkmark \nCheckmark \nCards Lightning Component Responsive Adaptive Styling Hooks Prototype Base Checkmark \nCheckmark \nEinstein Checkmark \nCheckmark \nWrapper Checkmark \nCheckmark \nCarousel Lightning Component Responsive Adaptive Styling Hooks Prototype Base Checkmark \n \nChat Responsive Adaptive Styling Hooks Prototype Base Checkmark \n \nPast Checkmark \n \nCheckbox Lightning Component Responsive Adaptive Styling Hooks Prototype Base Checkmark \nCheckmark \nForm Element Checkmark \nCheckmark \nCheckbox Button Lightning Component Responsive Adaptive Styling Hooks Prototype Base Checkmark \n \nCheckbox Button Group Responsive Adaptive Styling Hooks Prototype Base Checkmark \n \nCheckbox Toggle
• UX Designer Certification Prep: Design System Fundamentals, UX Designer Certification Prep: Design System Fundamentals Learn how to use the Salesforce Lightning Design System (SLDS) to create consistent, beautiful, and accessible user experiences across the Salesforce platform. Add to Favorites Add to Trailmix tags ~1 hr 30 mins +500 points Module Design System Fundamentals Learn about the Salesforce Lightning Design System (SLDS) and how it can help you create consistent, beautiful, and accessible user experiences across the Salesforce platform. 4 hrs 15 mins +800 points Project Build a Bear-Tracking App with Lightning Web Components Use Lightning Web Components and the Salesforce Lightning Design System to build a bear-tracking app. 2 hrs 15 mins +500 points Project Build a Conference Management App with Aura Components Use Aura Components and the Salesforce Lightning Design System to build a conference management app. 2 hrs 15 mins +500 points Project Build a Discount Calculator with Visualforce Use Visualforce and the Salesforce Lightning Design System to build a discount calculator. 2 hrs 15 mins +500 points Project Build a Survey App with Experience Builder Use Experience Builder and the Salesforce Lightning Design System to build a survey app. 2 hrs 15 mins +500 points Project Build a Travel Approval App with Lightning Flow Use Lightning Flow and the Salesforce Lightning Design System to build a travel approval app. 2 hrs 15 mins +500 points Project Build a Volunteer Management Appwith Lightning App Builder Use Lightning App Builder and the Salesforce Lightning Design System to build a volunteer management app. 2 hrs 15 mins +500 points Project Build an Expense Tracker App with Lightning Web Components Use Lightning Web Components and the Salesforce Lightning Design System to build an expense tracker app. 2 hrs 15 mins +500 points Project Build an Inventory Management App with Aura Components Use Aura Components and the Salesforce Lightning Design System to build an inventory management app. 2 hrs 15 mins +500 points Project Build an Order Management App with Visualforce Use Visualforce and the Salesforce Lightning Design System to build an order management app. 2 hrs 15 mins +500 points Project Build an RSVP Management App with Experience Builder Use Experience Builder and the Salesforce Lightning Design System to build an RSVP management app. 2 hrs 15 mins +500 points Project Build an SMS Notification App with Lightning Flow Use Lightning Flow and the Salesforce Lightning Design System to build an SMS notification app. 2 hrs 15 mins +500 points Project Build an
• Branding Sets Unit | Salesforce Trailhead, Branding Sets Unit | Salesforce Trailhead Branding Sets Learn how to use branding sets to apply different styles to your digital experiences. Add to Favorites Add to Trailmix tags ~20 mins Incomplete Branding Sets Customize the look and feel of your digital experiences with branding sets. 15 mins +200 points Quiz +200 points Get Started with Branding Sets Learn how to create and apply branding sets to your digital experiences. 5 mins +200 points Quiz +200 points
• AppExchange Basics Unit | Salesforce Trailhead, AppExchange Basics Unit | Salesforce Trailhead AppExchange Basics Learn how to find, try, buy, and install AppExchange solutions. Add to Favorites Add to Trailmix tags ~25 mins Incomplete AppExchange Basics Learn how to find, try, buy, and install AppExchange solutions. 20 mins +200 points Quiz +200 points Get Started with AppExchange Learn what AppExchange is and how it can help you extend Salesforce functionality. 5 mins +200 points Quiz +200 points

Updating the homepage with access to commonly used reports is the best way to make sure the user can quickly accessthe reports they need. This could include making the global search bar bigger on every page, adding the daily task component to the homepage, or creating a mind board to communicate the visual style of the UI. Additionally, Salesforce has some great resources on designing for search, such as their Search Design Guide [1] and their Search Best Practices [2].

The discovery phase is a crucial stage in any UX design project, as it helps to understand the user needs, business goals, and technical constraints of the problem1. The discovery phase typically involves various research methods, such as interviews, surveys, observations, and analytics, to gather data and insights about the users and the context of use2. The outputs of the discovery phase are artifacts that synthesize and communicate the findings and insights from the research. Some of the practices that should be considered for planning out the strategy for an upcoming discovery phase are:

• Gather insight from end users: One of the main objectives of the discovery phase is to empathize with the end users and understand their goals, motivations, pain points, behaviors, and preferences. This can be done by conducting user research, such as interviews, surveys, focus groups, or usability tests, to collect qualitative and quantitative data from the target audience3. Gathering insight from end users helps to validate the assumptions and hypotheses about the problem and the solution, as well as to identify the user requirements and expectations for the design.
• Establish the research plan and timeline: Before conducting any user research, it is important to establish a clear and realistic research plan and timeline. The research plan should define the research objectives, questions, methods, participants, and deliverables. The research timeline should specify the duration, frequency, and sequence of the research activities, as well as the deadlines and milestones for the deliverables4. Establishing the research plan and timeline helps to ensure that the discovery phase is well-organized, efficient, and effective, as well as to communicate the expectations and responsibilities to the stakeholders and the team members.
• Understand the problem before moving to solutions: Another key practice for the discovery phase is to focus on understanding the problem before jumping to solutions. This means defining the problem statement, the scope, and the constraints of the project, as well as identifying the root causes, the symptoms, and the impacts of the problem. Understanding the problem before moving to solutions helps to avoid wasting time and resources on creating solutions that do not address the real needs and pain points of the users, or that are not feasible or viable for the business or the technology.

The other two options, considering platform-based before custom solutions and determining user acceptance criteria, are not practices that should be considered for planning out the strategy for an upcoming discovery phase. Considering platform-based before custom solutions is a practice that belongs to the design phase, not the discovery phase, as it involves choosing the best solution option based on the user research findings and the design principles5. Determining user acceptance criteria is a practice that belongs to the testing phase, not the discovery phase, as it involves defining the criteria that the solution must meet to be accepted by the users and the stakeholders6.

References: UX Discovery Process: A Complete Guide, UX Research Methods: How to Uncover Valuable Insight about your Users, User Research: What It Is and Why You Should Do It, How to Create a UX Research Plan, Platform-Based vs. Custom Solutions: Which One to Choose?, User Acceptance Testing (UAT): A Complete Guide

For Cloud Kicks' upcoming discovery phase, the three practices that should be considered are:

A. Understand the Problem Before Moving to Solutions: Establishing a clear understanding of theproblem and what the desired outcomes are before beginning the discovery phase is essential for successful project planning. This can be done by gathering data and insights from end users, conducting research, and understanding how the problem is currentlybeing addressed.

B. Gather Insight from End Users: Gathering insights from end users is a crucial step in the discovery phase. End users provide valuable feedback and insights into the problem and how a potential solution may work. This feedback can helpshape the overall project plan and help identify potential solutions.

C. Establish the Research Plan and Timeline: The research plan and timeline should be established before beginning the discovery phase. This should include a list of tasks to be completed, the resources needed, and a timeline for completion. This plan should be communicated to all stakeholders so everyone is aware of the project goals and timeline.

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 ensurethat 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. References:

• Consequence scanning: How to mitigate risks in your service
• Consequence Scanning – an agile practice for responsible innovators
• What is consequence scanning?

Compact display density is a global user interface setting that allows users to view more content on every screen by reducing the amount of space between page elements and aligning the field labels to the left of the fields. Compact display density is suitable for text information-rich Salesforce orgs, such as Cloud Kicks, that want to maximize the use of limited screen space on laptops. Compact display density can be set as the default for the org by the system admins, or chosen by individual users from their profile menu1.

Comfy display density is another global user interface setting that provides a spacious view with labels on the top of fields and more space between page elements. Comfy display density is suitable for orgs that want to emphasize readability and clarity, or that have more complex or interactive fields. Comfy display density is not the best option for Cloud Kicks, as it would reduce the amount of content that can be displayed on each screen1.

Enable collapsible sections is a feature that allows users to collapse or expand sections on a record page layout. Collapsible sections can help users focus on the most relevant information and reduce scrolling. However, collapsible sections are not a global user interface setting, but a page layout option that can be configured by the admins. Collapsible sections can be used in combination with either comfy or compact display density, but they do not affect the alignment of the field labels or the spacing between the page elements2.

References: 1: Personalize Lightning Experience Display 2: Collapsible Sections in Lightning Experience Record Pages

 According to the Salesforce Design System guidelines for button usage, the brand button should be used for the primary action on a page or modal, such as “Save” or “Continue”. The neutral button should be used for secondary or tertiary actions, such as “Cancel” or “Back”. The brand button should have more visual weight and contrast than the neutral button, to indicate its importance and guide the user’s attention. Therefore, the best option for the Cloud Kicks custom component is to use a brand button for “Continue” and neutral buttons for “Cancel” and “Back”. References: Trailhead: Systems Design with SLDS, Salesforce Developers: Buttons, Lightning Design System: Buttons

A usability testing report is a document that summarizes the findings and insights from a usability test, which is a method of evaluating a product or service by observing how real users interact with it. A usability testing report should provide clear and actionable recommendations for improving the user experience and usability of the product or service1. One of the best practices for presenting the findings of a usability testing report is to be specific about the issues testers encountered. This means describing the problems in detail, explaining how they affected the user’s performance and satisfaction, and providing evidence from the data collected, such as quotes, screenshots, videos, or metrics. Being specific about the issues helps to illustrate the severity and impact of the problems, as well as to justify the need for improvement2.

The other two options, reporting only the new issues and omitting already known bugs, and including the names of participants in the report, are not good practices for presenting the findings of a usability testing report. Reporting only the new issues and omitting already known bugs can create a biased and incomplete picture of the usability test results, as it can overlook the recurring and persistent problems that may still affect the user experience and usability of the product or service. Including the names of participants in the report can violate the ethical and legal principles of user research, such as confidentiality, anonymity, and informed consent, which require protecting the privacy and identity of the users who participate in the research3.

References: How to Write a Usability Testing Report (With Templates and Examples) - Xtensio, How to Report Usability Test Results for Maximum Impact | Maze, Ethical Considerations in User Research and Testing | Interaction Design Foundation (IxDF)