To create visual consistency with regard to alignments, grids, spacing, and typography, the part of the Salesforce Lightning Design System (SLDS) that should be used is utility classes. Utility classes are CSS classes that provide common styling properties, such as margins, paddings, borders, colors, fonts, and text alignments. Utility classes can be applied to any HTML element to quickly and easily adjust its appearance and layout. Utility classes follow the BEM (Block Element Modifier) naming convention, which makes them easy to read and understand. Utility classes can help the designer to create visual consistency across the Lightning components and pages, without writing custom CSS or overriding the component blueprints. References: : Utility Classes | Lightning Design System : UX Designer Certification Prep: Designing with Lightning Design System | Trailhead

Changing the role hierarchy and reassigning account owners can have a significant impact on the data visibility and performance of Salesforce. An architect should consider the following points in this situation:

• Changing complex role hierarchy can cause a high level of sharing recalculation. Depending on the sharing settings, roles can control the level of visibility that users have into the Salesforce data. Users at any given role level can view, edit, and report on all data owned by or shared with users below them in the role hierarchy, unless the sharing model for an object specifies otherwise. When the role hierarchy is changed, Salesforce must recalculate the sharing rules and group membership for all the affected users and records, which can take a long time and consume a lot of system resources. Therefore, changing a complex role hierarchy should be done carefully and preferably during off-peak hours1.
• Replacing account records ownerships massively can cause data skew. Data skew occurs when more than 10,000 child records are related to the same parent record, or more than 10,000 records of any object are owned by a single user. This can cause performance issues, such as locking, timeouts, and failures, when updating or sharing those records. When account owners are reassigned massively, it can create or worsen data skew, especially if the accounts have many child records, such as contacts and opportunities. Therefore, replacing account records ownerships massively should be avoided or minimized23.

References:

• : [Design Your Data Model Unit | Salesforce Trailhead]
• : [Data Skew in Salesforce - Why it Matters | Salesforce Ben]
• : [Ownership Data Skew | Designing Record Access for Enterprise Scale | Salesforce Developers]

A wireframe prototype is a low-fidelity representation of the content and structure of a new feature, without any visual design or branding elements. It is used to test the usability and functionality of the feature with the user, and to gather feedback and iterate on the design. A wireframe prototype can be created using tools like Sketch, Figma, or Adobe XD, and can be interactive or static. References:

• [Salesforce Certified User Experience Designer Exam Guide], Section 2.2: Design and test prototypes
• [UX Designer Certification Prep: Prototyping], Unit 2: Wireframes and Prototypes
• [Prepare for Your UX Designer Credential], Trailmix: Prototyping

To customize the theme in the external customer support site to match the style guide requirements, the recommended next step is to configure the Experience Builder Theme panel. The Theme panel allows the designer to customize the look and feel of the site by setting the logo, colors, fonts, and other branding elements. The designer can also create custom themes and assign them to different pages or audiences. The Theme panel is the preferred way to apply consistent branding across the site without writing any code or overriding any styles. References: : Theme Panel | Salesforce Help : UX Designer Certification Prep: Designing with Experience Builder | Trailhead

 A journey map is a visual representation of the steps, emotions, and pain points that a user goes through when interacting with a product or service. A journey map can help the UX Designer understand the user’s needs, goals, expectations, and frustrations, and identify opportunities for improvement or innovation12

Creating a journey map together with employees from different departments is a strategy that can strengthen employee relationships the most, because it can:

• Foster collaboration and communication: Inviting employees from different departments to create a journey map can help them share their perspectives, insights, and ideas, and learn from each other. This can also help them align on a common vision and goal, and build trust and respect among the team members34
• Increase engagement and ownership: Inviting employees from different departments to create a journey map can help them feel more involved and invested in the design process and the outcome. This can also help them develop a sense of ownership and responsibility for the product or service, and increase their motivation and satisfaction34
• Enhance creativity and innovation: Inviting employees from different departments to create a journey map can help them generate more diverse and creative solutions, as they can leverage their different skills, experiences, and backgrounds. This can also help them challenge their assumptions and biases, and explore new possibilities and opportunities34
• Create a first draft in a design team and then share it for feedback with employees: This is not a strategy that can strengthen employee relationships the most, because it can create a sense of exclusion and hierarchy among the employees. The design team may appear to be the sole authority and decision-maker, while the other employees may feel like passive observers or critics. This can also limit the diversity and quality of the feedback, as the employees may not have enough context or understanding of the design process and the user’s needs34
• Send an anonymous survey to collect ideas from across the whole company: This is not a strategy that can strengthen employee relationships the most, because it can reduce the interaction and connection among the employees. An anonymous survey may not allow the employees to express their thoughts and feelings fully, or to receive any feedback or recognition for their contributions. This can also make the employees feel detached and indifferent about the design process and the outcome34

References:

• Create a Journey Map Unit | Salesforce Trailhead
• How to Create a Customer Journey Map - UX Mastery
• How to Use Journey Mapping to Improve Employee Engagement
• How to Use Journey Mapping to Drive Collaboration and Innovation

An empathy map is a tool that helps to synthesize what CK knows about the users and share this insight with the rest of the organization. An empathy map is a visual representation of the user’s perspective, based on their thoughts, feelings, actions, and needs. It helps to create a shared understanding of the user’s goals, pain points, motivations, and emotions. An empathy map can also help to identify gaps in the user research and generate new ideas for design solutions. References:

• : Creating a Customer Empathy Map Using The 5 Senses
• : Why Empathy Is Crucial to Business Success
• : Use Empathy Maps to build better software

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. References: Get Started with Dynamic Forms Unit | Salesforce Trailhead, Salesforce Dynamic Forms: Overview & Deep DiveTutorial, Dynamic Forms and Actions FAQ | Salesforce Help, Create Dynamic Forms with Visibility Rules | Salesforce Trailhead

The approach that is being followed by the UX Designer is the Human-Centered Design. This is a creative design approach that focuses on understanding the end-user’s needs, problems,and context, and then creating solutions that are desirable, feasible, and viable for them. The Human-Centered Design process typically involves four phases: empathize, define, ideate, and prototype.

References:

• : Human-Centered Design
• : Empathize, Define, Ideate, Prototype

The Salesforce Navigation Setup mode allows the administrator to customize the navigation menu and navigation bar of the Salesforce mobile app using the Mobile Only app. The administrator can select the Lightning pages, Visualforce pages, Lightning components, and other productivity items that they want to appear in the navigation menu and navigation bar. The administrator can also reorder the navigation items and create tabs for them. To customize navigation items, in the Quick Find box, enter Navigation, and select Salesforce Navigation 1. Visualforce pages and Lightning pages can be included in the navigation menu and navigation bar of the Salesforce mobile app, as long as they have tabs created for them. To create a tab, from Setup, enter Tabs in the Quick Find box, and select Tabs 1. References: [Customize the Mobile Only Navigation Menu in the Salesforce Mobile App] (https://help.salesforce.com/s/articleView?id=sf.salesforce_app_customize_nav_menu.htm &language=en_US&type=5)

 A deal closer is someone who is responsible for closing sales deals with prospects and customers. They need to update existing prospect and customer records to keep track of their interactions and status. They also need to log activities such as calls, emails, and notes to document their communication and follow-ups. They also need to review and work through their list of leads or opportunities to prioritize their tasks and identify the best prospects to focus on. These activities are essential for a deal closer to manage their pipeline and achieve their sales goals. Creating cases from issues and customizing and administering Salesforce are not activities that a deal closer would do each day. These are more likely to be done by a customer service agent or a Salesforce administrator, respectively. References: [Salesforce Certified User Experience Designer Exam Guide], [UX Designer Certification Prep: User Research], [UX Designer Certification Prep: User Roles and Personas]

Demographic data is data that describes the characteristics of a population or a group of people, such as age, gender, race, ethnicity, income, education, or occupation. Demographic data can lead to bias if it is used to discriminate or treat people differently based on their identity or attributes. Demographic data can also reflect existing biases or stereotypes in society or culture, which can affect the fairness and ethics of AI systems. Societal bias is the bias that results from the social norms, values, and expectations of a society or a culture. Societal bias can influence how people perceive, judge, and behave toward others, especially those who are different from them. Societal bias can also be embedded in the data that is used to train or validate AI models, which can then propagate or amplify the bias in the AI outputs or decisions. Therefore, it is recommended to carefully consider which demographic data and for what purpose is fed into an AI model, to avoid societal bias and its negative consequences. References: Salesforce AI Associate: How to Avoid Bias from Demographic Data in AI Models, Recognize Bias in Artificial Intelligence Unit | Salesforce Trailhead, Designing Personalized User Experiences with Data AI | Salesforce

 The best Salesforce solutions for Cloud Kicks to deliver consistently branded content at every touchpoint are Distributed Marketing and Journey Builder. Distributed Marketing allows individual agents to send personalized and compliant messages to their customers, using pre-approved templates and content created by the corporate marketing team1. Journey Builder enables the marketing team to design and automate customer journeys across channels and devices, using data and analytics to optimize the customer experience2. Email Builder and Customer 360 (B) are not sufficient to ensure consistent branding and communication, as they only cover email marketing and customer data integration, respectively. Service Cloud and Letterhead © are also not the best solutions, as they only focus on customer service and email formatting, respectively. References:

• Distributed Marketing | Salesforce
• Journey Builder | Salesforce

  The Salesforce app allows administrators to customize the brand color and the loading page logo to match the company’s branding. The brand color affects the key user interface elements such as the header, buttons, and search bar. The loading page logo is the image that appears after a mobile user logs in. These elements can be customized from Setup by entering Salesforce Branding in the Quick Find box, then selecting Salesforce Branding. The other elements, such as the search bar layout, the background image, and the focus link color, are not customizable in the Salesforce app. References:

• Customize Salesforce Mobile App Branding
• How Salesforce App Branding Works

The Salesforce Lightning Design System (SLDS) is a collection of design guidelines, components, and resources that enable developers and designers to build consistent, high-quality, and responsive user interfaces across the Salesforce platform. The SLDS provides UI kits and plugins for popular design and prototyping tools, such as Sketch, Adobe XD, and Figma, that allow designers to quickly create mockups and wireframes using the SLDS components and styles. By leveraging the SLDS, the designer can accelerate the visual design process and ensure alignment with the Salesforce brand and best practices. References:

• [Salesforce Lightning Design System]
• [UI Kits and Plugins]
• [UX Designer Certification Prep: Visual Design]

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 typeof 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

References:

• 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

 A prioritization matrix is a method that helps UX designers to inform user stories based on user value and development effort. A prioritization matrix is a table that compares different user stories or features based on two criteria: user value and development effort. User value is the benefit or satisfaction that the user will get from using the feature. Development effort is the time, cost, and complexity involved in building the feature. By plotting user stories or features on a prioritization matrix, UX designers can identify which ones are high-value and low-effort, which ones are high-value and high-effort, which ones are low-value and low-effort, and which ones are low-value and high-effort. This helps UX designers to prioritize the user stories or features that will deliver the most value to the user with the least amount of effort, and to deprioritize or eliminate the ones that will deliver the leastvalue to the user with the most amount of effort. A prioritization matrix can also help UX designers to communicate and align with stakeholders and developers on the scope and feasibility of the project. References: Prioritize User Stories and Features Unit | Salesforce Trailhead, How to PrioritizeUser Stories (and Build the Right Features), Salesforce User Experience (UX) Designer Certification Guide & Tips

Card sorting is a UX research method where participants group ideas or information into different categories, based on what feels natural to them. Card sorting is ideal for the early stages of a website project, when the UX designer needs to understand how users organize and label content. Card sorting can help the UX designer to suggest a suitable architecture for the internal community, based on the employees’ mental model and expectations. Card sorting can also reveal any gaps or overlaps in the content, and provide insights for naming the categories and subcategories. References: Card Sorting / Tree Testing | Bentley University, Tree Testing vs. Card Sorting: Which is Right for You? | Maze

Salesforce's Learning Paths functionality is designed to personalize the learning experience within the Salesforce environment by guiding users through curated content relevant to their role and learning objectives. For employees, especially as part of an onboarding process, the following feature could be particularly useful:

• Trailhead modules:Trailhead is Salesforce's online learning platform that offers modules covering a wide range of topics related to Salesforce products, best practices, and general business skills. Assigning Trailhead modules through Learning Paths allows for structured and guided learning tailored to the employee's specific needs and roles, making it an ideal choice for onboarding.

While hands-on challenges (option B) and Superbadges (option C) are also part of the Trailhead ecosystem and valuable for learning, they are more suited for testing and validating skills after completing foundational modules, rather than as initial assigned learning content in an onboarding process.

References:Salesforce Trailhead provides extensive resources and guides on how to use Trailhead for learning and development, including setting up Learning Paths for employees. The Trailhead website offers detailed information on modules, hands-on challenges, and Superbadges, which can be leveraged to create a comprehensive onboarding experience.

 A style guide is a document that defines the visual identity and branding of a company, such as the logo, color palette, typography, iconography, imagery, and tone of voice. It helps ensure consistency and coherence across different platforms and channels, and communicates the company’s values and personality. When implementing a company’s brand on Salesforce, the style guide should be the source of truth for consistency, as it provides the guidelines and rules for applying the brand elements to the user interface. A style guide can also include a pattern library, which is a collection of reusable UI components and design patterns that follow the style guide. A design principle is a statement that expresses the core values and goals of a design process, and guides the decision making and evaluation of a design solution. The Salesforce Lightning Design System (SLDS) is a set of design guidelines and resources for creating consistent and beautiful user experiences on the Salesforce platform. It can be used as a reference and a foundation for customizing the UI according to the company’s style guide. References:

• : User Experience Designer Certification Prep: Module 5: Design User Interfaces
• : User Experience Designer Certification Prep: Module 7: Implement User Interfaces
• : What is a Style Guide and Why Every UX Designer Needs One
• : What is a Pattern Library and Why Should You Use One?

The Salesforce Lightning Design System (SLDS) is a comprehensive library of design patterns, components, and guidelines that enable developers and designers to create consistentuser interfaces on the Salesforce platform. It includes a comprehensive library of user interface components, guidelines for design consistency and accessibility, and detailed usage instructions. Using the Salesforce Lightning Design System ensures that all design elements and interactions on Salesforce use the same set of standards and patterns, resulting in a consistent and unified user experience. For more information, see the Salesforce Lightning Design System page (https://www.lightningdesignsystem.com/).

A/B testing is a testing method that compares two versions of a user interface design to measure which one performs better in terms of a specific goal, such as form completions. A/B testing can help the UX Designer to evaluate the effectiveness of different design elements, such as layout, color, typography, copy, etc. A/B testing can also help the UX Designer to optimize the conversion rate of the landing page and increase the number of leads generated. References: [A/B Testing], [Optimize Your Landing Pages with A/B Testing]

 To improve the experience of the service team at Cloud Kicks, their UX Designer should do the following12:

• B. Share list views to Public Groups and only add relevant users. This will help to organize and manage the list views based on the roles and responsibilities of the service team members, and to avoid cluttering their list view menu with unnecessary or irrelevant list views. Public Groups are collections ofusers, roles, or other groups that can be used to share list views, reports, dashboards, and other records3.
• C. Remove irrelevant public list views. This will help to reduce the number of list views available, and to make it easier for the service team members to find the relevant ones. Irrelevant public list views are those that are outdated, duplicated, unused, or not applicable to the service team’s needs or goals.

References: List Views - Salesforce Help, Your Complete Guide to Salesforce List Views in Lightning, Public Groups - Salesforce Help, Improve List View Performance - Salesforce

 Styling hooks are CSS custom properties that allow developers to customize the appearance of base and custom components in a consistent and supported way. They work with web components and shadow DOM, which provide encapsulation and modularity for LWC. Styling hooks use the --slds namespace and follow a naming convention that reflects the component, category, property, attribute, and state of the element being styled. For example, --slds-c-button-brand-color-background-hover is a styling hook for the button component, brand category, color background property, and hover state. Styling hooks can be declared in the CSS file of the LWC or in a global CSS file that affects all components on the page. Styling hooks are not standard CSS properties, but custom ones that are defined by SLDS and applied to the components using the var() function. References:

• Styling Hooks - Lightning Design System
• SLDS Styling Hooks | Lightning Web Components Developer Guide | Salesforce Developers
• –dxp Styling Hooks | LWR Sites for Experience Cloud | Salesforce Developers

The Salesforce Lightning Design System (SLDS) styling hooks use standard CSS properties to easily style base and custom components. Salesforce documentation states that “SLDS styling hooks are CSS classes that give you access to the same styling used in the Salesforce Lightning Design System. They make it easy to style base and custom components with the same look and feel” [1].

[1] https://developer.salesforce.com/docs/component-library/documentation/lwc/lwc.use_slds_styling_hooks

A Salesforce Console application is designed to optimize the user experience for service representatives who work on multiple records and tasks at the same time. The console navigation features allow the user to access multiple records and related information in a single screen, without switching back and forth between tabs or windows. The features that are relevant to the designer recommendation are:

• More than one detail item can be open at a time. This allows the user to work on multiple records simultaneously and switch between them easily.
• Multiple subtabs can be beneath a single parent record. This allows the user to view and access related information, such as activities, emails, notes, and attachments, without leaving the parent record.
• A split list of records and individual record detail can be seen on the same screen. This allows the user to browse through a list of records, such as a queue or a report, and see the details of the selected record on the same screen.

The feature that is not relevant to the designer recommendation is:

• Service representatives with lower resolution monitors will have a better user experience. This is not true, because a Salesforce Console application requires a minimum screen resolution of 1024 x 768 pixels to display properly. Users with lower resolution monitors may experience scrolling issues or truncated information.

References: What Features Are Available in Lightning Console Apps?, Personalize the Navigation Menu for Lightning Console Apps, Navigate Around

 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 amarketing 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.

References:

• 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 WDCLicenses 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 57.0) Winter '23 (API version 56.0) Summer '22 (API version 55.0) Spring '22 (API version 54.0) Winter '22 (API version 53.0) Summer '21 (API version 52.0) Spring '21 (API version 51.0) Winter '21 (API version 50.0) Summer '20 (API version 49.0) Spring '20 (API version 48.0) Winter '20 (API version 47.0) Summer '19 (API version 46.0) Spring '19 (API version 45.0) Winter '19 (API version 44.0) Summer '18 (API version 43.0) Spring '18 (API version 42.0) Winter '18 (API version 41.0) Summer '17 (API version 40.0) Spring '17 (API version 39.0) Winter '17 (API version 38.0) Summer '16 (API version 37.0) Spring '16 (API version 36.0) Winter '16 (API version 35.0) Summer '15 (API version 34.0) Spring '15 (API version 33.0) Winter '15 (API version 32.0) Summer '14 (API version 31.0) Spring '14 (API 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 AccountRelationshipShareRuleAccountShare 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 Pages Winter '24 (API version 59.0) Summer '23 (API version 58.0) Spring '23 (API version 57.0) Winter '23 (API version 56.0) Summer '22 (API version 55.0) Spring '22 (API version 54.0) Winter '22 (API version 53.0) Summer '21 (API version 52.0) Spring '21 (API version 51.0) Winter '21 (API version 50.0) Summer '20 (API version 49.0) Spring '20 (API version 48.0) Winter '20 (API version 47.0) Summer '19 (API version 46.0) Spring '19 (API version 45.0) Winter '19 (API version 44.0) Summer '18 (API version 43.0) Spring '18 (API version 42.0) Winter '18 (API version 41.0) Summer '17 (API version 40.0) Spring '17 (API version 39.0) Winter '17 (API version 38.0) Summer '16 (API version 37.0) Spring '16 (API version

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 preferences. 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.

References: User Research Methods, Quantitative vs. Qualitative Usability Testing, 8 Essential Usability Testing Methods for UX Insights

Cloud Kicks (CK) can use the following three solutions to leverage the Salesforce Lightning Design System (SLDS) in its custom applications, without migrating to Lightning Experience:

• Lightning Stylesheets for Visualforce: This solution allows CK to apply the SLDS styles to its existing Visualforce pages, without having to rewrite the markup or use a static resource. By adding the attribute lightningStylesheets="true" to the  tag, CK can automatically transform the standard Visualforce components into their SLDS equivalents, and give the pages a consistent Lightning Experience look and feel12.
• Standard Design Tokens: This solution allows CK to use the SLDS design tokens, which are predefined variables that store the visual design attributes of the SLDS, such as colors, fonts, sizes, and spacing. By using the design tokens, CK can ensure that its custom applications follow the SLDS guidelines and remain consistent with the Lightning Experience theme. CK can access the design tokens through the Lightning Design System Scoping tool, or by downloading them as a static resource3 .
• Heroku: This solution allows CK to build and deploy its custom applications on Heroku, a cloud platform that supports various languages and frameworks, such as Node.js, Java, or PHP. By using Heroku, CK can leverage the SLDS resources, such as the base components, the tokens, and the design patterns, to create web applications that have a consistent Lightning Experience look and feel. CK can also use the Lightning Out feature to embed Lightning components into its Heroku applications, and use the Lightning Web Components framework to create reusable UI elements .

References:

• [Lightning Stylesheets for Visualforce | Salesforce Trailhead]1
• [Lightning Stylesheets for Visualforce | Salesforce Developers]2
• [Design Tokens | Lightning Design System]3
• [Using Design Tokens | Lightning Aura Components Developer Guide | Salesforce Developers]
• [Build Apps with Lightning Design System | Salesforce Trailhead]
• [Lightning Web Components | Salesforce Developers]

 Dynamic Forms is a feature that allows users to customize the layout of a record detail page by placing fields and sections anywhere on the page, and applying visibility rules to show or hide them based on certain criteria. Dynamic Forms can help service agents to create user-centric, intuitive, and dynamic layouts that display only the relevant fields and sections for the reservation process. Dynamic Forms can also improve page load times and reduce the need for multiple page layouts and record types. Dynamic Forms is currently available for custom objects and some standard objects in Lightning Experience12. References:

• Dynamic Forms
• Get Started with Dynamic Forms

 The best way to present Knowledge articles to different audiences is to use page layouts or permissions to display only the fields needed for each audience. This way, the same article can be reused for both internal and external users, but with different levels of detail and visibility. Page layouts can control which fields are shown on the article detail page, and permissions can control which fields are searchable and editable. This is more efficient and consistent than writing separate articles for each audience, which would require more maintenance and duplication. Topics and data categories are different ways of organizing articles, but they do not affect the fields that are displayed. Topics are used for external sites, such as communities or portals, and data categories are used for internal sites, such as the Salesforce app. They can be mapped to each other, but they do not have to be organized the same way. References:

• 5 Best Practices for Salesforce Knowledge
• The Ultimate Guide to Salesforce Knowledge
• How to Write a Good Knowledge Base Article
• Prepare Your Salesforce Knowledge Base

In the context of an existing Customer Experience Cloud portal that is already performing well, the goal is to further increase customer engagement by adding elements that encourage interaction and participation. Recognizing peers with badges is a highly effective way to achieve this because:

• Personalization and Gamification:Badges introduce an element of gamification and personalization, which can significantly increase engagement. Users are motivated to participate and contribute to the community when they see a tangible recognition of their efforts and achievements.
• Community Building:Recognizing contributions with badges helps in building a stronger community by highlighting active members and encouraging others to contribute. It fosters a sense of belonging and appreciation among users.

While personalized branding (option A) and customizing page layouts (option B) can enhance the user experience, they do not directly incentivize user interaction and contribution as effectively as recognizing contributions through badges does.

References:For insights on implementing badges and gamification strategies in Salesforce Experience Cloud portals, Salesforce's official documentation and community resources offer guidelines and best practices. These resources discuss various ways to enhance user engagement and community building within the Salesforce ecosystem.

The best option for guiding sales users through a new process using floating or docked prompts is to use the Walkthrough App from AppExchange. This app allows admins to create and manage in-app guidance walkthroughs using clicks, not code. Walkthroughs are interactive tutorials that guide users through a series of steps on a Lightning page. Users can see the prompts, click the action buttons, and follow the instructions to complete the process. Admins can also track the engagement and completion of the walkthroughs using reports and dashboards. The Walkthrough App is compatible with the standard in-app guidance feature, and does not require a subscription to myTrailhead1 .

The other options are not suitable for this scenario because:

• In-App Guidance Prompts using myTrailhead: This option requires a subscription to myTrailhead, which is a customizable learning platform that allows admins to create their own content and branding. In-app guidance prompts are one of the features of myTrailhead, but they are not the same as walkthroughs. Prompts are single-step messages that appear on a Lightning page, while walkthroughs are multi-step tutorials that guide users through a process. Prompts can be used to provide tips, announcements, or links, but they cannot show users how to perform a task234.
• Custom build using Salesforce Flow: This option requires coding and development skills, which may not be available or feasible for the admin team. Salesforce Flow is a tool that allows admins to automate processes and tasks using clicks or code. Flows can be triggered by various events, such as buttons, actions, schedules, or record changes. Flows can also display screens to users, which can contain fields, text, images, or components. However, screens are not the same as prompts or walkthroughs. Screens are part of a flow logic, and they require user input to proceed to the next step. Screens cannot be customized to appear as floating or docked prompts, and they cannot guide users through a Lightning page56.
• Basic In-App Guidance Prompts: This option does not require a subscription to myTrailhead, but it also does not provide the functionality of walkthroughs. Basic in-app guidance prompts are the same as the ones mentioned in the first option, but without the customization and branding of myTrailhead. Basic prompts can be created and managed using clicks, not code, and they can be filtered by profiles and permissions. However, basic promptsare still single-step messages that appear on a Lightning page, and they cannot show users how to perform a task23.

References:

• : [In-App Guidance Walkthroughs: Getting Started for Sales Users]
• : [In-App Guidance Dashboard: Walkthrough Engagement]
• : [In-App Guidance in Lightning Experience]
• : [Salesforce Flow | Salesforce Developer Center]
• : [Salesforce Flow Workflow Automation Tools - Salesforce.com]
• : [The Complete Guide to Salesforce Flow | Salesforce Ben]
• : [Trailhead | The fun way to learn]
• : [Editions & Pricing - myTrailhead- Salesforce]
• : [Salesforce introduces myTrailhead, a personal learning platform …]
• : [Trailhead | The fun way to learn Salesforce]
• : [Getting Started with myTrailhead - Salesforce]

 The Salesforce Lightning Design System (SLDS) is a collection of resources that help you create user interfaces that are consistent with the Salesforce Lightning principles, design language, and best practices. The SLDS resources that could be used to make custom applications look, act, and sound like Salesforce are:

• Blueprints and tokens: Blueprints are ready-to-use HTML and CSS UI elements that provide the foundation for Salesforce experience development. Tokens are visual design values and attributes that ensure branding and UI consistency at scale. By using blueprints and tokens, you can create custom components that follow the SLDS design standards and patterns.
• Guidelines for voice and tone: Voice and tone guidelines help you write clear, concise, and consistent content that reflects the Salesforce brand personality and values. By using voice and tone guidelines, you can create custom applications that communicate effectively and respectfully with your users.

The SLDS resources that are not relevant to make custom applications look, act, and sound like Salesforce are:

• Full functional components: Full functional components are pre-built Lightning components that provide out-of-the-box functionality and interactivity. They are not part of the SLDS, but rather part of the Lightning Component Library. You can use full functional components to speed up your development process, but they are not necessary to make custom applications look, act, and sound like Salesforce.
• In-App Guidance: In-App Guidance is a feature that allows you to create and deliver contextual help and training to your users within your application. It is not part of the SLDS, but rather part of the Salesforce Platform. You can use In-App Guidance to enhance your user experience and adoption, but it is not essential to make custom applications look, act, and sound like Salesforce.

References: Lightning Design System, Explore SLDS Resources, Getting Started

CK’s customers can engage in the following three ways using the out-of-box functionality of Experience Cloud:

• Endorsement of skills and expertise: Customers can endorse each other’s skills and expertise on their profiles, which helps to build trust and credibility within the community.
• Join affinity groups: Customers can join groups based on their interests, preferences, or needs, which allows them to connect with like-minded people and share relevant information.
• Recognize peers with badges: Customers can recognize each other’s contributions and achievements by awarding badges, which helps to motivate and appreciate the community members. References:
• : Endorse Skills and Expertise
• : Create and Manage Groups
• : Award Badges to Recognize Members

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 itcan 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.

References: 1: Confirmation bias - Wikipedia 2: How Confirmation Bias can affect user research | by Caroline Galipeau | UX Collective 3: 11 Types of Cognitive Biases to Avoid in User Research | Maze 4: How to Ask Good Questions in User Research | by Nick Babich | UX Planet 5: How to Avoid Confirmation Bias in User Research | by Sarah Doody | Medium

When developers are building custom components in Salesforce and need to ensure that these components adapt to user preferences for density settings (Comfy or Compact), they should avoid using REM-based spacing values. This is because REM-based spacing does not automatically adjust based on the density setting chosen by the user, leading to a lack of consistency with the rest of the Salesforce UI, which does adapt to these settings. Instead, developers should:

• A. Use thevarSpacingMediumdesign token in CSS, as Salesforce Lightning Design System (SLDS) design tokens are context-aware and can adjust their values based on the density setting, ensuring a consistent user experience across different user preferences.
• C. Use existing Lightning Components such as the card or page header, which are pre-built to adapt to density settings, ensuring that custom components align with the overall Salesforce UI and respect user settings for density.

References:Salesforce Lightning Design System (SLDS) documentation provides guidelines on using design tokens and building responsive components that respect user settings like density preferences. You can find more information on the official Salesforce Developers website or the SLDS documentation section.

 Inviting developers to user testing is a good way to help them see the value of the design changes and understand the user needs and pain points. User testing is a method of evaluating a product or service by observing how real users interact with it and collecting feedback. By witnessing the user testing sessions, developers can see how the design changes improve the user experience, such as increasing usability, satisfaction, engagement, or conversion. User testing can also help developers empathize with the users and collaborate better with the designer. References:

• [User Testing]

 User interface planning is an essential part of the Einstein Bot implementation process, as it involves designing the bot’s appearance, behavior, and interactions with the customers. User interface planning can affect the bot’s effectiveness and customer satisfaction, as it can influence the clarity, efficiency, consistency, and beauty of the bot’s experience. User interface planning includes1:

• Choosing a bot avatar and name that match the brand and tone of the company
• Configuring the bot greeting and fallback messages that set the expectations and boundaries of the bot’s capabilities
• Designing the bot dialogues and menus that guide the customers through the conversation and provide relevant options and information
• Testing and iterating the bot user interface based on user feedback and analytics References: Einstein Bots Project Planning | Salesforce Trailhead

According to the Salesforce Lightning Design System, the minimum touch screen target size for interactive elements on mobile devices is 44 pixels wide x 44 pixels tall. This size ensures that users can easily tap the elements without accidentally hitting the wrong ones or missing them entirely. The touch target size also takes into account the average finger size and the device resolution. Smaller touch targets may cause frustration and errors for users, especially those with low vision, motor impairments, or large fingers. References: : Salesforce Lightning Design System - Sizing : Salesforce Lightning Design System - Accessibility

To optimize Salesforce for the IT help desk team at Cloud Kicks, enabling them to quickly resolve queued cases, adding a List View component to the home page is the most effective approach because:

• Customization and Relevance:A List View component can be customized to show a list view that is specifically filtered to display cases that are both assigned to the team members and are currently open. This ensures that team members immediately see the most relevant cases as soon as they log in, without needing to navigate through the Salesforce interface.
• Efficiency:Having this component on the home page saves time and clicks, making the process of identifying and accessing pending cases more efficient, which is crucial for quickly resolving issues.

While options A (Case Assignment component) and C (Case inbox component) could also present cases to team members, the List View component's ability to be customized with specificfilters offers a more targeted approach to showing the most pertinent cases directly on the home page.

References:For more details on optimizing Salesforce for specific team roles, Salesforce's Help Documentation and Developer Guides offer extensive resources on using components like List Views to enhance user experience and efficiency. These guides provide step-by-step instructions on customizing the Salesforce interface to meet the needs of different teams within an organization.

These two design considerations should be made when planning for a customer support site in experience builder that will be internationalized across 12 different countries. They are related to the principles of internationalization and localization, which are the processes of designing and adapting a product or service to meet the needs and preferences of users in different cultures, languages, and regions. By taking these considerations into account, a UX designer can create a site that is consistent, usable, and appealing for a global audience.

• Country may read text in a different direction (right to left) vs (left to right) and layouts will need to be adjusted: This consideration is related to the principle of bidirectionality, which is the ability of a product or service to support both left-to-right (LTR) and right-to-left (RTL) languages, such as Arabic, Hebrew, Persian, and Urdu. These languages have different writing systems, text alignment, and reading order than LTR languages, such as English, French,Spanish, and German. Therefore, a UX designer needs to adjust the layouts of the site to accommodate both LTR and RTL languages, such as by using flexible grids, mirroring elements, and avoiding fixed positions. This way, the site can provide a natural and intuitive reading experience for users in different countries.
• Colors may have different cultural meanings in different countries, changing the intent of UI elements: This consideration is related to the principle of cultural sensitivity, which is the awareness and respect of the cultural differences and preferences of users in different countries. Colors are one of the most important aspects of visual design, as they can convey emotions, moods, messages, and actions. However, colors can also have different cultural meanings and associations in different countries, which can affect how users perceive and interact with the site. For example, red can mean danger, passion, or luck, depending on the country. Therefore, a UX designer needs to choose colors that are appropriate and consistent with the intended meaning and purpose of the UI elements, such as buttons, icons, labels, and alerts. This way, the site can avoid confusion, misunderstanding, or offense for users in different countries.

References:

• Preparing a Global Design: Internationalization (i18n) Guide
• Internationalization - Globalization | Microsoft Learn
• Localization vs. Internationalization - World Wide Web Consortium (W3C)

 A storyboard is a visual representation of a user’s journey with a product or service. It shows how the user interacts with the product or service in a specific context, what their goals and pain points are, and how the product or service solves their problems or meets their needs. A storyboard typically consists of a series of sketches or illustrations that depict the user’s actions, thoughts, and emotions at each step of the journey1.

A storyboard is the most suitable technique for CK’s UX Designer to use in this case, because it can help them communicate their innovative solution to the team and show where and why it fits into what the customer does. A storyboard can also help the UX Designer to validatetheir assumptions, test their ideas, and get feedback from the team and the customers. Astoryboard can also inspire the team to generate more ideas and solutions, and align them with the user’s perspective2.

Personas are fictional characters that represent the potential users of a product or service. They are based on user research and data, and they describe the user’s demographics, behaviors, motivations, goals, and frustrations. Personas are useful for understanding the user’s needs and expectations, and for designing products or services that cater to them. However, personas alone are not enough to show how the user interacts with the product or service in a specific context, or how the product or service solves their problems or meets their needs. Personas need to be complemented with other techniques, such as scenarios, user stories, or storyboards, to illustrate the user’s journey3.

A high-fidelity prototype is a realistic and interactive simulation of a product or service. It mimics the look, feel, and functionality of the final product or service, and it can be used for testing and evaluation purposes. A high-fidelity prototype is useful for demonstrating the features and benefits of a product or service, and for getting feedback from the users and stakeholders. However, a high-fidelity prototype is not the best technique for showing where and why a product or service fits into what the customer does, as it focuses more on the details and specifics of the product or service, rather than the context and situation of the user. A high-fidelity prototype is also more time-consuming and resource-intensive to create than a storyboard, and it may not be necessary at the early stages of the design process.

References: 1: What is Storyboarding in UX Design? | Adobe XD Ideas 2: How to Use Storyboarding in UX Design | Toptal 3: User Personas, Scenarios, User Stories And Storyboards: What’s the Difference? | by Justinmind | UX Planet : What Kind of Prototype Should You Create? | IxDF

 A responsive user interface is a type of user interface that adapts to different screen sizes, resolutions, orientations, and devices, such as desktops, laptops, tablets, and smartphones. It uses flexible layouts, grids, images, and media queries to optimize the user experience and ensure usability, accessibility, and performance across different devices. A responsive user interface can help Cloud Kicks create a site for its customers to manage events regardless of the device they are using, as it can provide a consistent and seamless experience that meets the user needs and expectations. A responsive user interface can also reduce the development and maintenance costs and efforts, as it can use the same code base and content for different devices, rather than creating separate versions for each device. References:

• : User Experience Designer Certification Prep: Module 5: Design User Interfaces
• : User Experience Designer Certification Prep: Module 7: Implement User Interfaces
• : What is Responsive Web Design?

To create a site for its customers to manage events regardless of the device they are using, Cloud Kicks should use the best practice of creating a responsive user interface. A responsive user interface is one that adapts to the screen size and orientation of the device, providing an optimal viewing and interaction experience for the user. A responsive user interface can use the same code base and content for different devices, reducing the development and maintenance costs and ensuring consistency and accessibility. A responsive user interface can also leverage the features and capabilities of the device, such as touch, gestures, camera, etc., to enhance the user experience.

References:

• : Responsive User Interface

Experience Cloud is the best cloud to design an appropriate solution for Cloud Kicks’ users. Experience Cloud allows the business to create an external facing site where users can manage and submit cases via the web, browse and search Knowledge Base articles, and contact Support via live chat. Experience Cloud also provides branding options, personalization features, and collaboration tools to enhance the user experience and engagement. Experience Cloud integrates with Service Cloud, which is the cloud that provides the case management, knowledge base, and live chat functionalities. Therefore, Experience Cloud is the cloud that enables the design of the user interface, while Service Cloud is the cloud that enables the backend service processes. References: [Experience Cloud Overview] (https://www.getapp.com/operations-management-software/a/salesforce-1-service-cloud/compare/salesforce-community-cloud/), [Service Cloud Overview] (https://titandxp.com/salesforce-experience-cloud-vs-service-cloud/)

The design that the UX Designer at Cloud Kicks should use to make the website size and content adapt to the screen size, platform and orientation is responsive. Responsive web design is a web design approach that uses HTML and CSS to automatically resize, hide, shrink, or enlarge, a website, to make it look good on all devices (desktops, tablets, and phones) 1. Responsive web design is not a program or a JavaScript, but a set of best practices that include using media queries, flexible grids, fluid images, and breakpoints to create a layout that can respond to any device being used to view the content 2. Responsive web design is one of the learning objectives for the Salesforce User Experience Designer certification 3. References: [Responsive Web Design Introduction], [Responsive design -Learn web development], [Salesforce Certified User Experience Designer Exam Guide]https://www.w3schools.com/html/html_responsive.asp

https://www.w3schools.com/Css/css_rwd_intro.asp

According to the SLDS documentation, icons require a containing element with the class slds-icon_container for accessibility support. If the icon is used without a visible, descriptive label, a title attribute is needed on the containing element. The title should describe the icon. For example:

The title attribute provides a tooltip for the icon when the user hovers over it, and it also helps screen readers to announce the icon’s meaning. The other attributes (href, class, and for) do not provide this functionality.

References: Icons - Lightning Design System

 The best way to apply branding to a Salesforce org using Lightning Experience is to create a custom theme in Themes and Branding. Themes and Branding is a feature that allows the administrator to customize the look and feel of Salesforce to match the branding of the organization. The administrator can add logos, default images, and colors to the theme. The administrator can also choose one of the built-in Salesforce themes, or create their own custom themes with just a few clicks. To create a custom theme, from Setup, enter Themes and Branding in the Quick Find box, then select Themes and Branding. Click New Theme and upload the logo, brand colors, and images that follow the company design guidelines. The administrator can also preview and activate the theme for the entire org 1. References: [Brand Your Org in Lightning Experience] (https://help.salesforce.com/s/articleView?id=sf.brand_your_org_in_lightning_experience.htm &language=en_US&type=5)

Human-centered design is a process that starts with the people you are designing for and ends with new solutions that are tailor-made to suit their needs. It involves understanding the problem from the perspective of the end-users, empathizing with their needs and preferences, and creating solutions that are desirable, feasible, and viable. To incorporate human-centered design across an organization, two practices that should be adopted are:

• Observing user behavior: This involves watching how users interact with a product or service, what they do, say, think, and feel. Observing user behavior can help identify painpoints, needs, goals, motivations, and emotions that drive user behavior. It can also reveal insights that users may not be able to articulate or may not be aware of themselves. Observing user behavior can be done through methods such as user interviews, contextual inquiry, usability testing, and analytics.
• Putting oneself in the situation of the end-user: This involves imagining or experiencing what the user goes through when using a product or service, and how they perceive and respond to it. Putting oneself in the situation of the end-user can help build empathy, understand the user’s context and environment, and generate ideas that address the user’s needs and expectations. Putting oneself in the situation of the end-user can be done through methods such as personas, scenarios, journey maps, and empathy maps.

References:

• : [What is Human-Centered Design?]
• : [Human-Centered Design: The Definitive Guide]
• : [UX Research: What is User Behavior?]
• : [Observing the User Experience: A Practitioner’s Guide to User Research]
• : [UX Research Methods: Observation]
• : [Empathy in Design Thinking]
• : [UX Research Methods: Empathy]

 The two design considerations that should be made when creating a customer support site in Experience Builder that will be internationalized across 12 different countries are:

• Countries may read text in a different direction (right to left vs. left to right) and layouts will need to be adjusted. This is because some languages, such as Arabic and Hebrew, are written from right to left, while others, such as English and French, are written from left to right. This affects not only the text alignment, but also the placement of UI elements, such as buttons, menus, icons, and images. To accommodate different reading directions, the site should use a flexible layout that can be mirrored or flipped based on the language setting. This also follows the principle of designing for accessibility and inclusion, which is one of the learning objectives for the Salesforce User Experience Designer certification12
• Colors may have different cultural meanings in different countries, changing the intent of UI elements. This is because colors can convey different emotions, associations, and messages depending on the cultural context. For example, red can mean danger, passion, or luck, depending on the country. Therefore, the site should use colors that are appropriate andrespectful for the target audience, and avoid colors that may be offensive or misleading. This also follows the principle of designing for the user’s context and environment, which is another learning objective for the Salesforce User Experience Designer certification34

References: [Design for Accessibility and Inclusion], [Add Languages to Your Aura Sites], [Design for the User’s Context and Environment], [Color Meanings by Culture]

https://trailhead.salesforce.com/en/content/learn/modules/ux-designer-certification-prep/design-for-accessibility-and-inclusion :  1 : https://trailhead.salesforce.com/en/content/learn/modules/ux-designer-certification-prep/design-for-the-users-context-and-environment :  2 : https://www.w3.org/International/questions/qa-scripts :  3 : https://www.shutterstock.com/blog/color-symbolism-and-meanings-around-the-world :  4

 A page header is a component that appears at the top of every page on a Digital Experience site, and usually contains the site logo, the site name, the navigation menu, and other elements that provide a consistent and recognizable look and feel for the site. A UX Designer can code the page header to update the logo for Cloud Kicks by using the Experience Builder or the Developer Console1. The Experience Builder is a point-and-click tool that allows creating and customizing the page header using predefined templates, themes, and components. The Developer Console is a code editor that allows creating and editing the page header using HTML, CSS, JavaScript, and Lightning components2. Both tools provide the option to upload and insert the new logo image file into the page header, and to adjust its size, position, and alignment.

The other two options, Visualforce pages and email templates, are not the places where the UX Designer needs to code to update the logo for Cloud Kicks. Visualforce pages are web pages that can be used to create custom user interfaces for Digital Experience sites, but they do not affect the page header, which is a separate component that can be added to any page3. Email templates are predefined layouts and content that can be used to send emails to the site users, but they do not have any impact on the site appearance or functionality.

References: Create a Custom Header for Your Site | Salesforce Trailhead and Customize Your Site Header and Footer | Salesforce Trailhead

Accordion elements are UI components that allow users to expand and collapse sections of content. They are useful for organizing information in a limited space, such as on mobile devices. However, they also have some usability challenges, such as discoverability, accessibility, and navigation. To improve the usability of accordion elements in a mobile environment, two possible ways are:

• Include persistent headings. Persistent headings are the labels that indicate the content of each section and allow users to tap on them to expand or collapse the content. Persistent headings should be visible at all times, even when the content is expanded, so that users can easily see the context and switch between sections. Persistent headings should also be clear, concise, and descriptive, so that users can understand what each section contains and decide whether to explore it or not. [UX Designer Certification Prep: User Interface Design Principles], [UX Designer Certification Prep: Mobile Design]
• Only allow users to open one selection at a time. This means that when a user taps on a heading to expand a section, any other previously expanded section should automatically collapse. This prevents the content from becoming too long and overwhelming for the user,and also helps to maintain the focus and hierarchy of the information. It also reduces the need for scrolling and the risk of losing the position of the headings. [UX Designer Certification Prep: User Interface Design Principles], [UX Designer Certification Prep: Mobile Design]

Nesting an accordion inside of another is not a good way to improve the usability of accordion elements in a mobile environment, because it creates a complex and confusing structure that is hard to navigate and understand. It also increases the cognitive load and the number of taps required for the user to access the information. Using the ‘back’ browser button to collapse content is also not a good way to improve the usability of accordion elements in a mobile environment, because it breaks the user’s expectation and the consistency of the UI. The ‘back’ browser button should be used to go back to the previous page or screen, not to collapse the content within the same page or screen. It also makes it difficult for the user to return to the expanded content if they want to. [UX Designer Certification Prep: User Interface Design Principles], [UX Designer Certification Prep: Mobile Design] References: [UX Designer Certification Prep: User Interface Design Principles], [UX Designer Certification Prep: Mobile Design]

A UX designer who has been asked to improve Salesforce adoption among sales representatives at Cloud Kicks should conduct a workshop with stakeholders to align on the current state and build consensus as the next step after finding out that there is no clear and consistent sales process. This is because:

• A clear and consistent sales process is essential for defining the user needs, goals, and pain points, as well as the business requirements, objectives, and metrics. Without a clear and consistent sales process, the UX designer cannot design a user-centric and value-driven solution that meets the expectations and needs of both the users and the stakeholders.
• A workshop with stakeholders can help the UX designer to understand the existing sales process, identify the gaps, challenges, and opportunities, and facilitate a collaborative and participatory approach to define the desired future state and agree on the best practices and standards for the sales process. A workshop can also help to establish trust, rapport, and buy-in among the stakeholders, and ensure that they are aligned and committed to the project vision and goals.
• A workshop with stakeholders can also help the UX designer to gather feedback, input, and validation from the key decision-makers and influencers, and incorporate them into the design process. A workshop can also help to communicate the value proposition and benefits of Salesforce adoption, and address any concerns, questions, or resistance that the stakeholders may have.

References:

• Salesforce Adoption: Common Issues & 6 Best Practices - Itransition
• What is Salesforce Adoption? 15+ Salesforce Adoption Strategies | Salesforce Ben
• Improving Salesforce User Adoption: Strategies & Best Practices - Cynoteck
• 17 Best Salesforce Adoption Strategies for Success (2023) - Whatfix

 Diversity, inclusion, and equality in design are values that can lead to positive business outcomes, such as less employee turnover, greater market share, and economic growth. These values can help create a more inclusive and innovative workplace, where employees feel valued, respected, and engaged, and where customers feel understood, represented, and satisfied. Some of the benefits of these values are:

• Less employee turnover: Diversity, inclusion, and equality in design can reduce employee turnover by fostering a culture of belonging, trust, and collaboration, where employees can thrive and grow. According to a Salesforce report1, employees who feel a sense of belonging at work are 5.3 times more likely to feel empowered to perform their best work, and employees who feel their voice is heard at work are 4.6 times more likely to feel empowered to perform their best work. Moreover, employees who feel valued and included are more likely to stay loyal to their employer, reducing the costs and risks of hiring and training new staff.
• Greater market share: Diversity, inclusion, and equality in design can increase market share by expanding the customer base, enhancing the customer experience, and improving the brand reputation. According to a McKinsey report2, companies in the top quartile for ethnic and cultural diversity on executive teams were 36% more likely to experience above-average profitability than companies in the fourth quartile. Moreover, companies that design products and services that meet the needs and preferences of diverse customers can gain a competitive edge and increase customer loyalty and retention.
• Economic growth: Diversity, inclusion, and equality in design can contribute to economic growth by boosting productivity, innovation, and social impact. According to a World Bank report3, increasing women’s labor force participation and earnings could add $172 trillion to global wealth. Moreover, companies that leverage the diverse perspectives and experiences of their employees can generate more creative and effective solutions, and companies that support social causes and environmental sustainability can create positive change and attract more customers and investors.

References:

• [Our 2023 Annual Equality Update: Where We Are and Where We’re Going - Salesforce]1
• [Diversity wins: How inclusion matters | McKinsey]2
• [Women, Business and the Law 2020 | World Bank]3

Themes and branding allow Salesforce app developers to customize the look and feel of their apps to match their company’s branding and accessibility standards. One of the features of themes and branding is the ability to select a brand color, which is the primary color used for buttons, links, and highlights. Salesforce automatically generates a color palette based on the brand color, which includes accessible colors that meet the WCAG 2.1 contrast ratio guidelines. This ensures that the app is visually appealing and accessible to users with different color vision abilities. Developers can also customize other aspects of the theme, such as the logo, page background, and default font. References: [Themes and Branding Basics], [Accessibility in Salesforce]

Diversity, inclusion, and equality in design are values that aim to create products, services, and environments that are accessible, welcoming, and fair for all people, regardless of their age, gender, ethnicity, disability, sexual orientation, religion, or other characteristics. Diversity, inclusion, and equality in design can also bring positive business outcomes, such as economic growth, greater market share, and less employee turnover12.

Economic growth is a business outcome that represents the increase in the value of goods and services produced by an organization or a country over time. Economic growth can be influenced by various factors, such as innovation, productivity, efficiency, and competitiveness. Diversity, inclusion, andequality in design can contribute to economic growth by fostering creativity, innovation, and problem-solving, as well as by attracting and retaining diverse talent, customers, and partners12.

Greater market share is a business outcome that represents the percentage of sales or customers that an organization has in a particular market or industry. Greater market share can indicate the success and competitiveness of an organization, as well as its potential for growth and profitability. Diversity, inclusion, and equality in design can help achieve greater market share by expanding the reach and appeal of products, services, and environments to diverse and underserved markets, as well as by enhancing customer satisfaction, loyalty, and advocacy12.

Less employee turnover is a business outcome that represents the rate at which employees leave an organization and are replaced by new ones. Less employee turnover can indicate the stability and quality of an organization, as well as its ability to retain and develop its human capital. Diversity, inclusion, and equality in design can help reduce employee turnover by creating a positive and inclusive work culture, where employees feel valued, respected, and engaged, as well as by providing opportunities for learning, development, and career progression12.

References: 1: The business value of design | McKinsey 2: The Business Case for Diversity, Equity, and Inclusion - Salesforce.com

To let its users know when a new feature is enabled or available with a short video explaining the new feature, the recommended solution is to use a docked prompt using In-App Guidance. In-App Guidance is a feature that allows the designer to create prompts and walkthroughs that guide users through new or complex tasks in Salesforce. A docked prompt is a type of prompt that appears at thebottom of the screen and can contain text, images, or videos. A docked prompt can be used to announce a new feature and provide a short video tutorial on how to use it. The designer can also set the conditions for when and how often the prompt should appear, and track the user engagement with the prompt. References: : In-App Guidance | Salesforce Help : UX Designer Certification Prep: Designing with In-App Guidance | Trailhead

The SLDS utility that provides the most flexible system to meet the requirements of designing a responsive page is Grid. Grid is a utility that allows you to create a layout using a series of rows and columns that house your content. Grid uses a 12-column structure that can be adjusted based on breakpoints, which are predefined screen sizes that trigger a change in the layout. Grid also supports nesting, alignment, ordering, and offsetting of the columns. By using Grid, you can create a responsive page that can adapt to different screen resolutions and devices12 References: [Grid - Lightning Design System], [Mastering Salesforce Lightning Design System Grids and Lightning Layouts]

https://www.lightningdesignsystem.com/utilities/grid/

https://developer.salesforce.com/blogs/developer-relations/2017/04/mastering-salesforce-lightning-design-system-grids-lightning-layouts

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.

References: 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)

To ensure new Salesforce users are given the appropriate onboarding experience, a UX Designer should use the following two on-App Guidance customizations:

• Specify prompt scheduling: This allows the designer to control when and how often the prompts appear to the users, based on criteria such as start and end dates, frequency, and snooze duration. This way, the designer can tailor the onboarding experience to the users’ needs and preferences, and avoid overwhelming or annoying them with too many or irrelevant prompts.
• Set prompt permissions: This allows the designer to target the prompts to specific user groups, based on profiles and permissions. This way, the designer can ensure that the prompts are relevant and useful to the users, and avoid showing them information that they do not need or have access to.

References:

• Salesforce In-App Guidance: Enhance Your User Experience
• Create and Manage In-App Guidance Prompts

 Screen flow is a Salesforce functionality that allows the UX Designer to create interactive workflows for the users with just a few clicks. With screen flow, the UX Designer can create step-by-step workflows that include screens for data entry, decision points based on user input, and automated actions based on their responses. Screen flow can make the user experience more engaging by presenting the users with what they need, when they need it, and using their input to guide them and automate their tasks. Screen flow can also be customized and embedded in various ways, such as on a Lightning page, a button, a utility bar, or an Experience Cloud page123

• Lightning Survey is a Salesforce functionality that allows the UX Designer to create and distribute surveys to collect feedback from customers, employees, or partners. Lightning Survey is not suitable for creating complex processes or workflows, but rather for measuring satisfaction, loyalty, or engagement4
• Process Builder is a Salesforce functionality that allows the UX Designer to create and automate business processes without code. Process Builder can perform actions based on criteria, such as updating records, sending emails, or invoking flows. Process Builder is not suitable for creating interactive workflows with screens, but rather for automating background tasks5

References:

• Get Started with Screen Flows Unit | Salesforce Trailhead
• How to Create a Salesforce Screen Flow | Salesforce Ben
• 5 Ways to Get Started with Screen Flows - Salesforce Admins
• Create and Distribute Surveys with Salesforce Feedback Management
• Automate Your Business Processes with Process Builder

The Salesforce Lightning Design System (SLDS) is a CSS framework that helps designers and developers create applications with the look and feel of Lightning Experience. SLDS provides a library of design tokens, icons, components, utilities, and patterns that can be used to build consistent, responsive, and accessible user interfaces1. One of the features that SLDS provides for designers and developers is semantic and accessible component markup. Semantic markup means using HTML elements that describe the meaning and structure of the content, rather than just the presentation. For example, using 

 for a main heading, 

 for a paragraph, or  for a button. Semantic markup helps to improve the readability, maintainability, and SEO of the code2. Accessible markup means using HTML attributes and techniques that enhance the usability and accessibility of the content for people with disabilities. For example, using aria-label to provide a descriptive label for an element, role to indicate the function of an element, or tabindex to control the keyboard focus order. Accessible markup helps to ensure that the content can be perceived, understood, operated, and interacted with by people using assistive technologies, such as screen readers, keyboards, or voice commands3. SLDS provides semantic and accessible markup for its components, which are reusable UI elements that can be customized and composed to create complex interfaces. SLDS components follow the Web Content Accessibility Guidelines (WCAG), which are the international standards for web accessibility4. SLDS components also use the BEM (Block Element Modifier)naming convention, which is a methodology for creating clear and consistent class names for CSS selectors5. By using SLDS components, designers and developers can create user interfaces that are not only visually appealing, but also meaningful and accessible for everyone. References: Introduction to the Salesforce Lightning Design System, Semantic HTML: How to Structure Web Pages, Accessible Rich Internet Applications (WAI-ARIA), Web Content Accessibility Guidelines (WCAG) Overview, BEM — Block Element Modifier

The discovery phase is a crucial stage in any UX design project, as it helps to understand the user needs, business goals, and technical constraints of the problem1. The discovery phase typically involves various research methods, such as interviews, surveys, observations, and analytics, to gather data and insights about the users and the context of use2. The outputs of the discovery phase are artifacts that synthesize and communicate the findings and insights from the research. Some of the practices that should be considered for planning out the strategy for an upcoming discovery phase are:

• Gather insight from end users: One of the main objectives of the discovery phase is to empathize with the end users and understand their goals, motivations, pain points, behaviors, and preferences. This can be done by conducting user research, such as interviews, surveys, focus groups, or usability tests, to collect qualitative and quantitative data from the target audience3. Gathering insight from end users helps to validate the assumptions and hypotheses about the problem and the solution, as well as to identify the user requirements and expectations for the design.
• Establish the research plan and timeline: Before conducting any user research, it is important to establish a clear and realistic research plan and timeline. The research plan should define the research objectives, questions, methods, participants, and deliverables. The research timeline should specify the duration, frequency, and sequence of the research activities, as well as the deadlines and milestones for the deliverables4. Establishing the research plan and timeline helps to ensure that the discovery phase is well-organized, efficient, and effective, as well as to communicate the expectations and responsibilities to the stakeholders and the team members.
• Understand the problem before moving to solutions: Another key practice for the discovery phase is to focus on understanding the problem before jumping to solutions. This means defining the problem statement, the scope, and the constraints of the project, as well as identifying the root causes, the symptoms, and the impacts of the problem. Understanding the problem before moving to solutions helps to avoid wasting time and resources on creating solutions that do not address the real needs and pain points of the users, or that are not feasible or viable for the business or the technology.

The other two options, considering platform-based before custom solutions and determining user acceptance criteria, are not practices that should be considered for planning out the strategy for an upcoming discovery phase. Considering platform-based before custom solutions is a practice that belongs to the design phase, not the discovery phase, as it involves choosing the best solution option based on the user research findings and the design principles5. Determining user acceptance criteria is a practice that belongs to the testing phase, not the discovery phase, as it involves defining the criteria that the solution must meet to be accepted by the users and the stakeholders6.

References: UX Discovery Process: A Complete Guide, UX Research Methods: How to Uncover Valuable Insight about your Users, User Research: What It Is and Why You Should Do It, How to Create a UX Research Plan, Platform-Based vs. Custom Solutions: Which One to Choose?, User Acceptance Testing (UAT): A Complete Guide

For Cloud Kicks' upcoming discovery phase, the three practices that should be considered are:

A. Understand the Problem Before Moving to Solutions: Establishing a clear understanding of theproblem and what the desired outcomes are before beginning the discovery phase is essential for successful project planning. This can be done by gathering data and insights from end users, conducting research, and understanding how the problem is currentlybeing addressed.

B. Gather Insight from End Users: Gathering insights from end users is a crucial step in the discovery phase. End users provide valuable feedback and insights into the problem and how a potential solution may work. This feedback can helpshape the overall project plan and help identify potential solutions.

C. Establish the Research Plan and Timeline: The research plan and timeline should be established before beginning the discovery phase. This should include a list of tasks to be completed, the resources needed, and a timeline for completion. This plan should be communicated to all stakeholders so everyone is aware of the project goals and timeline.