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.

Reference: 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)

Dynamic Forms is a feature that allows users to customize the form fields and sections displayed to

users on a page layout. Dynamic Forms can be used to create user-centric, intuitive, and dynamic

record creation screens for custom objects, such as Appointment. When creating a record using

Dynamic Forms, the UX designer should consider the following two aspects12:

The use of tabs when creating the record is not allowed. Dynamic Forms does not support the use of

tabs within the form, as tabs are not compatible with the record creation process. Tabs are only

available for viewing or editing existing records, not for creating new ones. Therefore, the UX

designer cannot use tabs to separate the fields for different record types or software options on the

record creation screen.

Fields can be organized into sections. Dynamic Forms allows the UX designer to group fields into

sections, and place them anywhere on the page layout. Sections can have labels, collapsible headers,

and visibility rules. The UX designer can use sections to create a logical and clear structure for the

form, and to show or hide fields based on user input, data, or profile. For example, the UX designer

can create a section for each software option, and use visibility rules to display only the relevant

section based on the user’s selection.

The following two aspects are not true when creating a record using Dynamic Forms, and should be

disregarded:

The form will not be available on mobile devices. Dynamic Forms is compatible with mobile devices,

and the UX designer can preview and test the form on different device sizes and orientations. The

form will automatically adjust to the screen size and layout of the mobile device, and provide a

responsive and consistent user experience3.

All software option sections of the form will always be visible. Dynamic Forms allows the UX designer

to use visibility rules to control the visibility of fields and sections on the form. Visibility rules can be

based on user input, data, or profile. The UX designer can use visibility rules to show or hide software

option sections based on the user’s selection of the record type or the software option. This can

reduce the clutter and complexity of the form, and provide a personalized and flexible user

experience4. Reference: Get Started with Dynamic Forms Unit | Salesforce Trailhead, Salesforce

Dynamic Forms: Overview & Deep Dive Tutorial, Dynamic Forms and Actions FAQ | Salesforce

Help, Create Dynamic Forms with Visibility Rules | Salesforce Trailhead

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

(https://help.salesforce.com/articleView?id=accessibility_overview.htm&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.

Reference: Accordions - Lightning Design System, Lightning Console Apps - Salesforce Help, Tabs -

Lightning Design System, Accessibility Standards - Salesforce Help

The designer should consider the traits similar to customer personas when selecting users for testing.

Customer personas are fictional representations of the target users of a product or service, based on

user research and data. Customer personas help the designer to understand the needs, goals,

behaviors, and p

of the users, as well as their pain points and challenges. Customer

personas also help the designer to empathize with the users and design solutions that meet their

expectations and requirements. [UX Designer Certification Prep: User Research], [UX Designer

Certification Prep: User Roles and Personas]

When selecting users for testing, the designer should aim to recruit users who match the traits of the

customer personas as closely as possible. This ensures that the users who participate in the testing

are representative of the actual or potential users of the product or service, and that the feedback

and insights gathered from the testing are valid and reliable. Selecting users who have traits similar

to customer personas also helps the designer to evaluate the usability and user experience of the

product or service from the user’s perspective, and to identify and prioritize the areas for

improvement. [UX Designer Certification Prep: User Research], [UX Designer Certification Prep: User

Testing and Evaluation]

Traits dissimilar to customer personas, traits similar to friends and family, and traits of the most

common demographic and ability are not criteria that the designer should consider when selecting

users for testing. These criteria can lead to biased or inaccurate results, as they do not reflect the

diversity and complexity of the user population. Users who have traits dissimilar to customer

personas may not have the same needs, goals, or expectations as the target users, and may provide

feedback that is irrelevant or misleading. Users who have traits similar to friends and family may not

be objective or honest in their feedback, and may have a different level of familiarity or expertise

with the product or service than the target users. Users who have traits of the most common

demographic and ability may not account for the variations and differences among the target users,

and may exclude or marginalize the users who have special needs or preferences. [UX Designer

Certification Prep: User Research], [UX Designer Certification Prep: User Testing and

Evaluation] Reference: [UX Designer Certification Prep: User Research], [UX Designer Certification

Prep: User Roles and Personas], [UX Designer Certification Prep: User Testing and Evaluation]

A user flow is a UX design method that creates a visual representation of a user’s series of steps to

achieve a meaningful goal. A user flow shows the path that a user takes from their entry point to

their final action, such as signing up, purchasing, or completing a task. A user flow helps designers

understand and optimize the user experience, as well as identify pain points, gaps, and opportunities

for improvement. A user flow can take various forms, such as diagrams, wireframes, or prototypes,

depending on the level of detail and fidelity required. Reference:

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

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

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

A standard person account object is the best option for representing the bank’s customers within its

Salesforce instance. A person account is a type of account that represents an individual rather than a

company. Person accounts are a hybrid of the account and contact objects, combining their

characteristics into one. They allow the bank to store information that applies to humans, such as

first and last names, email, phone, address, etc. When a person account is created, a contact is

automatically created and associated with the account. Person accounts are the Salesforce official

model for representing an individual and can be used alongside business accounts for B2B and B2C

activities. In Financial Services Cloud, person accounts can be used for a simplified, customizable user

experience1. A person account can also have related opportunities, which are potential sales or

revenue-generating events. This way, the financial advisor can access a customer’s record and see all

potential business opportunities related to each individual customer2.

The other options are not suitable for the bank’s scenario. A standard lead object is a prospect or

potential customer who has expressed interest in the bank’s products or services, but has not yet

qualified as a sales opportunity. A lead can be converted into an account, a contact, and an

opportunity when it is ready to be pursued3. However, the bank does not need to use leads to track

its customers, as they are already existing customers who have accounts with the bank. A standard

opportunity object is a sales or revenue-generating event that is related to an account. An

opportunity can have multiple stages, products, amounts, and probabilities of closing. An

opportunity can also be linked to a campaign, which is a marketing initiative to generate leads or

contacts4. However, the bank cannot use opportunities alone to represent its customers, as they are

not standalone objects, but rather depend on accounts. A standard account object is a company or

organization that the bank does business with. An account can have multiple contacts, which are the

people who work at the account and interact with the bank. An account can also have related

opportunities, cases, activities, and other records5. However, the bank does not have any corporate

or business customers at this time, so using standard accounts would not reflect the nature of its

individual customers.

Reference:

Convert Salesforce Business Accounts to Person Accounts, In Financial Services Cloud, Person

Accounts can be used for a simplified, customizable user experience.

Person Accounts - Salesforce, Person Accounts Sales Cloud Basics Content Close Select Filters Product

Area Feature Impact Edition Developer Edition Enterprise Edition Essentials Edition Professional

Edition Unlimited Edition Experience Salesforce Classic Mobile Lightning Experience Done 632

Results Configure Access to Thanks Badges Set Up WDC Configure Thanks in the Chatter Publisher

and Salesforce Mobile App… Build a Culture of Recognition with WDC Manage WDC Enable or

Disable WDC Settings WDC Editions and Permissions Skills Limitations Skills Customization

Recommended WDC Profiles Recommended WDC Permission Sets Enable WDC Features Configure

WDC Assign WDC Only User Licenses Assign WDC Licenses Configure WDC Features Assign a WDC

Administrator Create a Support Case Considerations for Setting Up WDC Thanks and Skills Features

Assign Publisher Layout to Profiles Assign WDC User Feature Licenses Assign WDC Profiles Assign

WDC Permission Sets Endorse a Skill Via Record Detail Pages Add a Skill Via Record Detail Pages

Remove a Skill Via Record Detail Pages Schedule Reminders to Update Opportunities View a List of

the Accounts or Opportunities in Your Territories Things to Know About Enterprise Territory

Management Territory Type Priority Optimizing Your Territory Model Continuously Designing

Territory Models Territory Model Managing Territories Enterprise Territory Management Concepts

Planning and Managing Territories Territory Model State Territory Type Territory Hierarchy Bird’s-Eye

View of Planning and Managing Territories Report on Territories with Assigned Users Report on

Territories Without Assigned Accounts Run Assignment Rules for a Territory Reporting on Territories

Report on Users Not Assigned to Territories Report on Summarizable Account Fields by Territory

Enterprise Territory Management Identify Territory Users by Territory Role Territory Run the

Opportunity Territory Assignment Filter Preview Territory Assignments for Accounts Report on

Accounts Assigned to Territories Manage Territories with Enterprise Territory Management View and

Manage Assignment Rules at the Territory Model Level Enterprise Territory Management: What’s

Different or Not Available… Show Your Reps Other Users Assigned to Their Leads’ Territories Enable

Features for Enterprise Territory Management Maintain Enterprise Territory Management Find Out

Which Territories an Assignment Rule Applies To Enable Enterprise Territory Management Report on

the Accounts and Opportunities in Your Territories Explore Your Company’s Territory Model Identify

Users in Territories Assigned to Accounts Enable Filter-Based Opportunity Territory Assignment

Identify an Account’s Sales Territories Disable Enterprise Territory Management How Account

Assignment Rules Work How Do Permissions for Territories Affect Feature and Data Access?

Requirements for Assigning Opportunities to Territories Manually Assigning Opportunities to

Territories Manually Delete a Territory Model Create a Territory Model Record Preparing Sales

Management for Territory Reporting Setting Up and Managing Territory Assignments Define Default

User Access for Territory Records

Account | Object Reference for the Salesforce Platform | Salesforce …, Account | Object Reference

for the Salesforce Platform | Salesforce Developers Object Reference for the Salesforce Platform

English Pages Winter '24 (API version 59.0) Summer '23 (API version 58.0) Spring '23 (API version

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version 30.0) j Overview of Salesforce Objects and Fields Reference Associated Objects (Feed,

History, OwnerSharingRule, Share, and ChangeEvent Objects) Custom Objects Object Interfaces

Standard Objects AcceptedEventRelation Account AccountBrand AccountContactRelation

AccountCleanInfo AccountContactRole AccountInsight AccountOwnerSharingRule AccountPartner

AccountRelationship AccountRelationshipShareRule AccountShare AccountTag AccountTeamMember

AccountTerritoryAssignmentRule AccountTerritoryAssignmentRuleItem AccountTerritorySharingRule

AccountUserTerritory2View ActionCadence ActionCadenceRule ActionCadenceRuleCondition

ActionCadenceStep ActionCadenceStepTracker ActionCadenceStepVariant ActionCadenceTracker

ActionCdncStpMonthlyMetric ActionLinkGroupTemplate ActionLinkTemplate ActionPlan

ActionPlanItem ActionPlanTemplate ActionPlanTemplateItem ActionPlanTemplateItemValue

ActionPlanTemplateVersion ActiveFeatureLicenseMetric ActivePermSetLicenseMetric

ActiveProfileMetric ActiveScratchOrg ActivityHistory ActivityMetric ActivityUsrConnectionStatus

AdAvailabilityDimensions AdAvailabilityJob AdAvailabilityViewConfig AdBuyServerAccount

AdCreativeSizeType AdDigitalAvailability AdditionalNumber Address AdLinearAvailability

AdOpportunity AdOrderItem AdOrderItemCreativeSizeType AdOrderLineAdTarget AdPageLayoutType

AdProductTargetCategory AdQuote AdQuoteLine AdQuoteLineCreativeSizeType

AdQuoteLineAdTarget AdServer AdServerAccount AdServerUser AdSpaceCreativeSizeType

AdSpaceGroupMember AdSpaceSpecification AdSpecMediaPrintIssue AdTargetCategory

AdTargetCategorySegment AgentWork AgentWorkSkill AIApplication AIApplicationConfig

AIInsightAction AIInsightFeedback AIInsightReason AIInsightValue AiModelLanguage AIRecordInsight

AllowedEmailDomain AlternativePaymentMethod AnalyticsLicensedAsset Announcement ApexClass

ApexComponent ApexLog ApexPage ApexPageInfo ApexTestQueueItem ApexTestResult

ApexTestResultLimits ApexTestRunResult ApexTestSuite ApexTrigger ApexTypeImplementor

AppAnalyticsQueryRequest AppDefinition AppExtension ApplicationFormTemplate AppMenuItem

AppointmentAssignmentPolicy AppointmentScheduleAggr

Lead | Object Reference for the Salesforce Platform | Salesforce …, Lead | Object Reference for the

Salesforce Platform | Salesforce Developers Object Reference for the Salesforce Platform English

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'16 (API version

Voice and tone are two important aspects of UX writing that affect how users perceive and interact

with a product. According to the Salesforce User Experience Designer Exam Guide, voice and tone

are defined as follows:

Voice reflects the personality of the brand or product. It is consistent and does not change depending

on the context or situation. Voice conveys the values, mission, and identity of the brand or product

through the choice of words, phrases, and style of communication.

Tone reflects the way the voice speaks to the users. It is context-specific and can change depending

on the user’s mood, goal, and situation. Tone conveys the attitude, emotion, and empathy of the

voice through the use of punctuation, grammar, and formatting.

For example, Mailchimp is a brand that has a distinctive voice and tone. Their voice is friendly,

humorous, and quirky. Their tone varies depending on the user’s experience, such as congratulating

them for a successful campaign, or apologizing for an error. They use a tone map to guide their

writers on how to adjust their tone for different scenarios.

Reference:

: [Salesforce User Experience Designer Exam Guide]

: [Voice and Tone | Salesforce Style Guide for Documentation and UX Writing]

: [Voice and Tone | Salesforce Trailhead]

: [UX writing 101: A beginner’s guide to mastering tone of voice]

: [Tone of Voice and User Experience | UX Magazine]

: [Things I learned designing the voice and tone for our company]

: [How to use voice and tone in UX writing]

: [Voice and Tone | Mailchimp Content Style Guide]

Two resources that can help a UX Designer to explore sample code for Lightning components and see

how changing the code affects the visual appearance in real time, without deploying any code to a

Salesforce org, are:

Lightning Design System Website. The Lightning Design System website is a resource that provides

design guidelines, UI components, and code samples for building Lightning applications. The website

also features a live code editor that allows the designer to edit and preview the code for Lightning

web components and Aura components, and see the changes reflected in the browser instantly. The

live code editor also provides syntax highlighting, auto-completion, and error checking features. The

designer can use the Lightning Design System website to experiment with different code snippets

and learn how to apply the design principles and best practices for Lightning components. Lightning

Design System Website, [UX Designer Certification Prep: Salesforce Design System]

Local Development Server. The Local Development Server is a resource that allows the designer to

build, run, and test Lightning web components without deploying them to a Salesforce org. The Local

Development Server is a CLI plug-in that creates a local web server that serves the Lightning web

components from the local file system. The designer can use the Local Development Server to edit

the code for Lightning web components in their preferred code editor, such as Visual Studio Code,

and see the changes updated in the browser automatically. The Local Development Server also

supports hot reloading, which preserves the component state and the browser session during code

changes. The designer can use the Local Development Server to speed up the development and

testing process and to debug the code for Lightning web components. Local Development Server,

[UX Designer Certification Prep: User Testing and Evaluation]

The Lightning Web Component Recipes App and the Developer Center’s Lightning Component

Library are not resources that can help a UX Designer to explore sample code for Lightning

components and see how changing the code affects the visual appearance in real time, without

deploying any code to a Salesforce org. The Lightning Web Component Recipes App is a sample

application that showcases the functionality and best practices for Lightning web components. The

Developer Center’s Lightning Component Library is a reference guide that provides documentation

and examples for Lightning web components and Aura components. However, neither of these

resources allow the designer to edit and preview the code in real time, as they require the code to be

deployed to a Salesforce org or a scratch org first. Lightning Web Component Recipes App, Developer

Center’s Lightning Component Library, [UX Designer Certification Prep: User Testing and

Evaluation] Reference: Lightning Design System Website, Local Development Server, Lightning Web

Component Recipes App, Developer Center’s Lightning Component Library, [UX Designer

Certification Prep: Salesforce Design System], [UX Designer Certification Prep: User Testing and

Evaluation]

Quantitative research methodology should be used to measure the success and usability of a feature

on Experience Cloud. Quantitative research involves collecting and analyzing numerical data that can

be measured, compared, or statistically tested. Quantitative research can help answer questions such

as:

How many users are using the feature?

How often are they using it?

How long does it take them to complete a task with the feature?

How satisfied are they with the feature?

How does the feature affect key performance indicators, such as conversion rates, retention rates, or

revenue?

Quantitative research methods can include surveys, analytics, A/B testing, usability testing, and

benchmarking. These methods can provide objective and reliable data that can be used to evaluate

the impact and effectiveness of a feature on Experience Cloud.

Qualitative research methodology, on the other hand, involves collecting and analyzing non-

numerical data that can reveal users’ attitudes, behaviors, motivations, and p

. Qualitative

research can help answer questions such as:

Why are users using or not using the feature?

What are their pain points, needs, and goals with the feature?

How do they feel about the feature?

What are their expectations and feedback for the feature?

How does the feature fit into their context and workflow?

Qualitative research methods can include interviews, focus groups, observations, diary studies, and

card sorting. These methods can provide rich and detailed insights that can be used to understand

the user experience and identify opportunities for improvement.

Both quantitative and qualitative research methods are valuable for UX design, but they serve

different purposes and answer different types of questions. In this case, the UX designer wants to

know if the feature was successful and track usability over time, which are questions that can be best

answered by quantitative research methods.

Reference: User Research Methods, Quantitative vs. Qualitative Usability Testing, 8 Essential

Usability Testing Methods for UX Insights

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.

Reference:

: Tabs within the app’s navigation bar

: Page layouts of the records

: Details to be shown in the records highlights panels