Discuss Salesforce Salesforce Certified Platform User Experience Designer (Plat-UX-101) Exam Topic 3 Question 50

Cloud Kicks' Sales team needs In-App Guidance for key functions and processes so they can maximize their time.

In which way should a UX Designer customize the Salesforce Help Menu to meet this request?

AShow a site map of all the content.

BCreate a docked prompt based on new feature rollouts.

CProvide links to external resources, such as training videos or a company dictionary.

Suggested Answer: A

Confirmation bias is the tendency to seek, interpret, and remember information that confirms one's preexisting beliefs or hypotheses, while ignoring or discounting information that contradicts them1. Confirmation bias can affect user feedback sessions by influencing how the researcher designs the test, asks the questions, observes the behavior, and analyzes the data of the users.Confirmation bias can lead to inaccurate or incomplete insights, and ultimately to poor design decisions2.

One way to avoid confirmation bias in user feedback sessions is to allow the user to explore the application without specific questions regarding which tasks to perform. This can help the researcher to observe the user's natural and spontaneous interaction with the application, without imposing any expectations or assumptions on them. This can also help the user to express their honest opinions and feelings about the application, without being influenced by the researcher's questions or suggestions.This can result in more authentic and unbiased feedback, and more reliable and valid insights3.

Asking open-ended questions staying away from questions regarding feelings is not a good way to avoid confirmation bias in user feedback sessions, because it can limit the depth and richness of the feedback, and miss the opportunity to understand the user's emotions and motivations. Open-ended questions are questions that allow the user to answer in their own words, rather than choosing from a predefined set of options. Open-ended questions are useful for eliciting more detailed and nuanced feedback, and for exploring the user's thoughts and feelings about the application. However, asking open-ended questions alone is not enough to prevent confirmation bias, as the researcher may still unconsciously frame the questions in a way that leads the user to confirm their hypotheses, or interpret the answers in a way that supports their beliefs.Asking questions regarding feelings is also important, as it can help the researcher to understand the user's emotional response to the application, and how it affects their satisfaction, engagement, and loyalty4.

Asking specific questions about known pain points to confirm your hypothesis is a bad way to avoid confirmation bias in user feedback sessions, because it can introduce the researcher's bias into the feedback process, and influence the user's perception and behavior. Asking specific questions about known pain points can lead the researcher to focus only on the information that confirms their hypothesis, and ignore or dismiss the information that challenges or contradicts it. It can also lead the user to pay more attention to the pain points that the researcher mentions, and overlook or downplay the other aspects of the application.This can result in skewed and distorted feedback, and misleading and invalid insights5.

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17 comments · newest first

Veronika 11 months ago

C could be useful, but it might distract from the main tasks.

Elvera 12 months ago

Wait, are we really considering external links? Seems risky.

King 12 months ago

I agree, B makes it easier to highlight important updates.

Mayra 1 year ago

A site map? That's too overwhelming for users.

Matilda 1 year ago

I think option B is the best choice for new features!

Vallie 1 year ago

I lean towards the docked prompt option since it directly addresses new features, but I wonder if it might distract users from their main tasks.

Mayra 1 year ago

Providing links to external resources could be useful, but I feel like it might overwhelm users instead of guiding them effectively.

Vi 1 year ago

I think creating a docked prompt for new features sounds familiar. We practiced something similar in our last session, but I can't recall if it was the best approach.

Thurman 1 year ago

I remember we discussed the importance of in-app guidance, but I'm not sure if a site map would really help the sales team maximize their time.

Malinda 1 year ago

I feel pretty confident about this one. Based on the details provided, I think the most effective solution would be to provide links to external resources like training videos or a company dictionary. That way, the sales team can quickly access the information they need without getting bogged down in the Help Menu.

France 1 year ago

Okay, I've got an idea. Since the sales team needs to maximize their time, I think the best option would be to create a docked prompt that highlights new feature rollouts. That way, they can quickly access the most relevant information without having to search through a site map or external resources.

Rebecka 1 year ago

Hmm, I'm a little unsure about this one. The question is asking about customizing the Help Menu, but it's not totally clear to me what the best approach would be. I'll need to think this through carefully.

Lashawn 1 year ago

This seems like a straightforward question about customizing the Salesforce Help Menu. I think the key is to focus on providing in-app guidance that will be most useful for the sales team's key functions and processes.

Vivan 1 year ago

Default Station Configuration seems like it could be the answer, but I'm not totally confident. I'll have to review the details of each option.

Margurite 1 year ago

Hmm, I'm a bit unsure about this one. I know flickering can be caused by issues with the power supply or lighting, but I'm not sure if changing the camera settings is the best solution. I'll have to think this through carefully.

Kimberlie 1 year ago

Hmm, I'm a bit confused by the wording of the options. I'll need to re-read them closely to make sure I understand what they're asking.

Hester 1 year ago

I remember studying this - wasn't it around standardizing Medicare supplemental insurance plans?

Salesforce Certified Platform User Experience Designer (Plat-UX-101) Exam - Topic 3 Question 50 Discussion