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Salesforce Exam User Experience Designer Topic 2 Question 53 Discussion

Actual exam question for Salesforce's User Experience Designer exam
Question #: 53
Topic #: 2
[All User Experience Designer Questions]

Following a human-centered design process approach, Cloud Kicks is preparing a user feedback session for an app that is not performing as anticipated.

In what way could confirmation bias be avoided?

Show Suggested Answer Hide Answer
Suggested Answer: B

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 type of 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


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

by Malinda at Mar 10, 2024, 02:59 PM

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Gary
6 months ago
That's a good point, Valentine. It's important to avoid leading questions to get unbiased feedback.
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Valentine
7 months ago
I believe asking specific questions about known pain points can actually lead to confirmation bias.
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Shalon
7 months ago
I agree with Gary, asking open-ended questions can also help in avoiding confirmation bias.
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Gary
7 months ago
I think confirmation bias can be avoided by allowing the user to explore the app without being guided.
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Willow
7 months ago
I think it's important to strike a balance between allowing exploration and asking specific questions to get valuable feedback.
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Alpha
7 months ago
Hold up, what if we just ask about the known pain points? That way we can confirm our suspicions and save time, right? (Just kidding, I know that's a recipe for confirmation bias.)
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Carla
6 months ago
B) Ask open-ended questions staying away from questions regarding feelings.
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Viva
6 months ago
A) Allow the user to explore the application without specific questions regarding which tasks to perform.
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Blair
7 months ago
Hmm, I'm not sure. Option B sounds good too - open-ended questions could help uncover unexpected issues.
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Malissa
7 months ago
But wouldn't asking specific questions about pain points lead to confirmation bias?
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Erick
7 months ago
I believe asking specific questions about pain points is important to validate our hypotheses.
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Daron
7 months ago
I agree with Chantell. Giving the user free rein to use the app and share their thoughts is key to getting unbiased feedback.
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Fairy
6 months ago
I agree with Chantell. Giving the user free rein to use the app and share their thoughts is key to getting unbiased feedback.
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Gaston
6 months ago
C) Ask specific questions about known pain points to confirm your hypothesis.
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Solange
7 months ago
B) Ask open-ended questions staying away from questions regarding feelings.
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Laura
7 months ago
A) Allow the user to explore the application without specific questions regarding which tasks to perform.
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Chantell
7 months ago
Option A seems like the best way to avoid confirmation bias. Letting the user explore freely allows for more genuine feedback without leading questions.
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Pearly
7 months ago
I agree with Malissa, asking open-ended questions can also help in avoiding confirmation bias.
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Malissa
7 months ago
I think allowing users to explore the app without specific guidance could help avoid confirmation bias.
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