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Salesforce Exam User Experience Designer Topic 3 Question 67 Discussion

Actual exam question for Salesforce's User Experience Designer exam
Question #: 67
Topic #: 3
[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 Lisbeth at Sep 12, 2024, 05:14 PM

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Stephania
3 months ago
Haha, 'confirmation bias'? More like 'confirmation buy-in', am I right? *wink wink*
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Theola
3 months ago
Hmm, I'm not convinced. Option C seems like the most efficient approach to me. Why waste time when we already know the pain points?
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Marla
3 months ago
I disagree, option B is the way to go. Open-ended questions will allow us to identify any unexpected issues, not just the ones we're already aware of.
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Wynell
3 months ago
User 3: Yes, open-ended questions will provide valuable insights for improving the app.
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Margart
3 months ago
I agree. It's important to gather feedback that goes beyond what we already know.
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Aliza
3 months ago
I think option B is the best choice. Open-ended questions will help us uncover any unexpected issues.
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Krissy
3 months ago
I think option A is the best way to avoid confirmation bias. Letting the user explore the app freely will give us a more unbiased perspective.
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Rosio
3 months ago
User 3: Option A sounds like the most unbiased approach.
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Velda
3 months ago
User 2: Definitely, we want to avoid leading them to specific tasks.
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Willard
3 months ago
I agree, letting the user explore freely is key.
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Telma
3 months ago
I think a combination of both approaches could be beneficial in avoiding confirmation bias.
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Katy
4 months ago
I see your point, Catarina, but open-ended questions can also provide valuable insights.
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Catarina
4 months ago
But wouldn't asking specific questions about pain points help us confirm our hypothesis?
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Telma
4 months ago
I agree with Katy, that way we can avoid confirmation bias.
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Katy
4 months ago
I think we should allow the user to explore the app freely.
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