Salesforce-Platform-User-Experience-Designer Practice Test
Salesforce Spring 25 Release 207 Questions
A UX Designer has identified the Case Solver as a key user persona for Cloud Kicks'
Service Cloud instance.
Which activities should be considered while designing the Case Solver experience?
A. troubleshooting customer issues and logging activities
B. training other agents and editing knowledge articles
C. Viewing the status of cases and analyzing campaign metrics
A. troubleshooting customer issues and logging activities
Explanation: When designing the experience for a 'Case Solver' user persona, especially
in the context of Cloud Kicks' Service Cloud instance, the activities to consider should
revolve around the primary responsibilities and tasks of this role. For a Case Solver, these
would include:
Troubleshooting customer issues: This involves identifying, analyzing, and solving
problems reported by customers. The design should facilitate easy access to
relevant information, tools for effective problem-solving, and a seamless workflow
for diagnosing issues.
Logging activities: Keeping a detailed record of interactions, solutions provided,
and any follow-up actions is crucial. The user interface should support efficient
logging and tracking of activities to ensure accountability and facilitate continuous
improvement in customer service.
While training other agents and editing knowledge articles (option B) and viewing the status
of cases and analyzing campaign metrics (option C) are important in certain contexts, they
do not directly align with the core activities of a Case Solver persona focused on direct
customer support and problem resolution.