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.

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