Discuss Salesforce Salesforce Certified Platform User Experience Designer (Plat-UX-101) Exam Topic 8 Question 49

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?

AAllow the user to explore the application without specific questions regarding which tasks to perform.

BAsk open-ended questions staying away from questions regarding feelings.

CAsk specific questions about known pain points to confirm your hypothesis.

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

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17 comments · newest first

Ryan 11 months ago

Option A sounds good too, let users explore freely.

Bernardine 12 months ago

Wait, asking about feelings is a bad idea? That’s surprising!

Carmen 12 months ago

Not sure about that, sometimes specific questions are needed.

Curt 12 months ago

Totally agree, open-ended questions can really help!

Earnestine 1 year ago

I think option B is the best way to avoid bias.

Julianna 1 year ago

I’m a bit confused about the best strategy. I thought we should focus on user feelings, but maybe that’s not what we want here?

Paola 1 year ago

I feel like asking about known pain points could lead to bias, but it seems like a common approach in user testing.

Terrilyn 1 year ago

I remember practicing with open-ended questions in our group sessions, so option B sounds familiar. It might help gather more genuine feedback.

Jenise 1 year ago

I think avoiding confirmation bias is really important, but I'm not sure if just letting users explore without guidance is the best way.

Aja 1 year ago

I'm feeling a little lost on this one. What exactly is confirmation bias, and how do I make sure we don't fall into that trap during the user feedback session? I'll need to think this through carefully.

Krystal 1 year ago

Okay, I've got this. The way to avoid confirmation bias is to ask open-ended questions and let the users share their thoughts without trying to validate any preconceived notions. That's the best approach based on what we've learned.

Tiara 1 year ago

This question seems pretty straightforward. I think the key is to avoid leading the users and letting them explore the app freely to get unbiased feedback.

Felix 1 year ago

Hmm, I'm a bit unsure about this one. I know confirmation bias is something we need to watch out for, but I'm not totally clear on the best way to approach the user feedback session. Maybe I should re-read the material on human-centered design.

Tamra 1 year ago

This question seems straightforward, but I want to make sure I understand the FATF recommendations correctly. I'll need to review those details carefully.

Sherill 1 year ago

Option D, using the migratepv command, seems like it could be a good solution here. It's designed for data migration between physical volumes, which is exactly what the customer needs.

Willodean 1 year ago

I'm a bit confused by this question. I know GNU make is used for building software, but I'm not sure about the specific files it looks for. I'll have to think about this one a bit more.

Matilda 1 year ago

I think the issue is about retaining connectivity when the vPC peer link fails. I'm unsure if we need to add a new link or just adjust the existing configurations.

Salesforce Certified Platform User Experience Designer (Plat-UX-101) Exam - Topic 8 Question 49 Discussion