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• Discovery 13%

Improving Sales Team's Workflow in Salesforce

• User interviews are the most effective research methodology for improving a sales team's workflow within Salesforce, where the team struggles to find relevant customer data quickly.

Redesigning a Customer Service Portal

• Conduct stakeholder and user interviews first when redesigning a customer service portal to understand which features are most valuable to users.

Addressing Low Tool Adoption

• Conducting surveys and shadowing key users is the best approach to gather insights when a marketing team experiences low adoption of a new campaign management tool in Salesforce.

Streamlining Lead Conversion

• A sales team struggling with manual lead entry can improve their experience by implementing automation and AI-powered lead scoring in Salesforce.

Optimizing HR Team's Salesforce Experience

• Conducting user research to identify pain points and tailor the solution is the best approach for an HR team finding Salesforce cumbersome for tracking job applicants.

Understanding Field Service Team Needs

• Contextual Inquiry (observing users in their work environment) will help understand a field service team's needs for real-time updates on job assignments through their mobile app

Design Principle for Salesforce Service Console

• Reduce cognitive load by consolidating information on a single screen to improve efficiency when a support team frequently switches between screens in a Salesforce Service Console

Increasing Salesforce Adoption

• Personalizing the Salesforce experience based on agent workflows is the most effective strategy to increase Salesforce adoption among customer service agents

Managing Irrelevant Notifications

• Conduct user research and customize notification settings based on role and needs when a sales executive complains about too many irrelevant notifications in Salesforce

Improving Nonprofit Salesforce User Experience

• Conducting user interviews to understand workflows is the best first step for a nonprofit using Salesforce for donor management to improve user experience

Understanding User Pain Points

• Contextual Inquiry is a research methodology that helps understand user pain points by observing them in their natural work environment

Salesforce UX Personas

• Competitor Analyst is not a key Salesforce UX persona

Collecting Qualitative Data on User Pain Points

• User interviews are the tool best used to collect qualitative data on user pain points.

Gathering Design Option Feedback

• A/B Testing is is a good research method best for gathering feedback on multiple design options before development.

Reducing Manual Data Entry

• Einstein AI & Automation is a Salesforce feature that can improve user experience by way of reducing manual data entry

Designing for Multiple User Personas

• Customizing the interface and workflows for different roles is a key consideration when designing a Salesforce solution for multiple user personas.

Testing New Salesforce Lightning UI

• Usability Testing is the most suitable methodology for testing a new Salesforce Lightning UI before full deployment.

Salesforce UX Personas and Executive Dashboards

• An Executive Salesforce UX persona typically focuses on high-level business strategy and needs executive dashboards.

Identifying Gaps in User Experience

• Journey Mapping is a technique that helps identify gaps in the current user experience before redesigning a Salesforce process.

Goal of Gathering Salesforce Requirements

• To ensure the solution aligns with user needs and business objectives is the primary goal of gathering requirements before designing a Salesforce solution.