Explanation
When the organization-wide default for Accounts is private, users can only access the accounts they own or are explicitly shared with them. However, when the organization-wide default for Opportunities is private, users can access the opportunities they own, are explicitly shared with them, or are associated with accounts they can access1. Therefore, when ownership-based sharing rules are created for each team to grant access to opportunities owned by their team members, the sales reps on the same team will also have Read access to the accounts for those opportunities. This is because the sharing rules for opportunities automatically grant access to the parent accounts2. However, the sales reps will not have Edit access to the accounts, unless the sharing rules specify Full Access for the opportunities3. The sales reps will also not have access to all accounts or all opportunities, only those that are owned by their team members or themselves. References: Sharing Records Owned by High-Volume Portal Users | Salesforce Security Guide, Sharing Rules | Salesforce Security Guide, Create Owner-Based Sharing Rules | Salesforce Security Guide

A diary study is a research methodology that involves asking participants to record their thoughts, feelings, behaviors, and activities over a period of time, usually in response to prompts or questions from the researcher1. A diary study is suitable for Cloud Kicks (CK) to conduct discovery phase research to understand more about the customers’ purchasing habits, as it will allow them to remotely observe customers’ buying patterns over the course of a 2-month period. A diary study will also provide rich and contextual data on the customers’ needs, preferences, motivations, and pain points, as well as the factors that influence their purchasing decisions1. References: Salesforce User Experience Designer Exam Guide, Diary Studies: How to Conduct from Start-to-Finish

To track and measure the adoption of the new process, CK should use the following Salesforce tools:
* User Engagement Dashboard and Report: This tool provides insights into how users are interacting with Salesforce, such as the number of logins, page views, actions, and time spent. It can help CK identify which users are adopting the new process and which ones need more training or support.
* Salesforce Surveys for user Satisfaction: This tool allows CK to create and send surveys to its customer service representatives to collect feedback on the new process, such as their satisfaction,
* challenges, and suggestions. It can help CK measure the impact of the new process on the user experience and satisfaction.
* Chatter polls: This tool enables CK to create and post simple polls on Chatter to gather quick opinions or preferences from its customer service representatives. It can help CK engage with its users and get their input on the new process.
References:
* : User Engagement Dashboard and Report
* : Salesforce Surveys for user Satisfaction
* : Chatter polls

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.

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

Explanation
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 <apex:page> 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]

Service design is a practice that aims to design and deliver holistic, human-centered, and value-driven solutions that consider the needs and expectations of not only the individual users, but also the stakeholders, the employees, the partners, and the society involved in the service. Service design focuses on more than just the user interface or the user experience, but also on the processes, systems, interactions, touchpoints, and channels that enable the service to be delivered and consumed. Service design can help create engaging, connected, and social value-driven solutions that improve the quality, efficiency, and sustainability of the service . References:
* : User Experience Designer Certification Prep: Module 1: Understand User Experience Design
* : What is Service Design?
Service Design is a design practice that focuses on providing better experiences to users by understanding the context of their needs and how they interact with systems, services, and products. Service Design goes beyond User Experience Design by focusing on more than just individual people, and instead considers the entire ecosystem, including connected and social value-driven solutions. Salesforce provides more information on Service Design here: https://www.salesforce.com/resources/service-design/.

Explanation
A design thinking approach is a human-centered method for solving complex problems and creating innovative solutions. It involves understanding the needs and desires of the users, generating and testing multiple ideas, and iterating on the feedback and results. A design thinking approach can be divided into two types of thinking: divergent and convergent. Divergent thinking is the process of generating many possible solutions to a problem without judging or filtering them. It encourages creativity, exploration, and experimentation. Convergent thinking is the process of evaluating, selecting, and refining the best solution to a problem. It involves analysis, logic, and criteria. Divergent and convergent thinking are complementary and cyclical. They help the designer to expand the solution space and then narrow it down to the most feasible and desirable option. By using both types of thinking, the designer can encourage more creative problem-solving and avoid premature convergence or fixation on a single idea. Therefore, the best approach combination for the UX Designer at Cloud Kicks is divergent and convergent thinking. References: Trailhead: Design Thinking, Trailhead: Salesforce User Experience Designer Certification Prep, Divergent and Convergent Design Thinking

Explanation
The three standard Salesforce objects that should be used in this experience are:
Lead: A lead is a person who has shown interest in the company’s products or services, but has not yet been qualified as a potential customer. Leads can be captured from various sources, such as web forms, referrals, events, or marketing campaigns. Leads can store information such as name, email, phone, company, and status. Leads can be converted into accounts, contacts, and opportunities when they are ready to buy.
Contact: A contact is a person who is associated with an account and has a role in a sales process.
Contacts can store information such as name, email, phone, title, and address. Contacts can be related to multiple accounts, opportunities, cases, activities, and other objects. Contacts can be used to track the communication and interaction history with the customers.
Opportunity: An opportunity is a sales deal that is in progress or has been closed. Opportunities can store information such as name, amount, stage, probability, close date, and owner. Opportunities can be linked to accounts, contacts, products, price books, quotes, contracts, and other objects. Opportunities can be used to forecast revenue, manage sales pipeline, and track sales performance.
References:
Standard Objects
Leads and Opportunities
Contacts

Explanation
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, and equality 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

Explanation
One of the administrative capabilities that can be used for mobile navigation menu setup is to include Visualforce and Lightning pages as menu tabs. Visualforce and Lightning pages are custom pages that can display data, logic, and interface elements in the Salesforce mobile app. To include Visualforce and Lightning pages as menu tabs, the UX Designer needs to create tabs for those items first, and then add them to the navigation menu of the Mobile Only app or the Lightning app12 Menu tabs can be based on different user types: This is not an administrative capability that can be used for mobile navigation menu setup, but rather a feature of the Lightning app navigation method. The Lightning app navigation method allows the UX Designer to create different Lightning apps for different user types, and assign them to different user profiles. Each Lightning app can have its own navigation menu and navigation bar, which can be customized with the items that are relevant for each user type34 Menu tabs visibility is based on user location: This is not an administrative capability that can be used for mobile navigation menu setup, but rather a feature of the geolocation field type. The geolocation field type allows the UX Designer to store the latitude and longitude coordinates of a record, and use them for various purposes, such as displaying maps, calculating distances, or filtering reports. The geolocation field type does not affect the visibility of the menu tabs in the Salesforce mobile app.
References:
Customize the Mobile Only Navigation Menu in the Salesforce Mobile App
Customize a Lightning App Navigation Menu in the Salesforce Mobile App
Create a Lightning App Unit | Salesforce Trailhead
Assign a Lightning App to a User Profile Unit | Salesforce Trailhead
[Geolocation Custom Field Type – Salesforce Help]
[Use Geolocation Fields in Formulas – Salesforce Help]

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

The discovery process is a crucial phase in any UX design project, as it helps to understand the user needs, business goals, and technical constraints of the problem1. The discovery process 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 process are artifacts that synthesize and communicate the findings and insights from the research. Some of the common outputs of the discovery process are:
* User personas: These are fictional representations of the target users, based on real data and insights, that describe their goals, motivations, pain points, behaviors, and preferences3. User personas help to empathize with the users and design solutions that meet their needs and expectations.
* Journey maps: These are visualizations of the user’s end-to-end experience with a product or service, from the initial trigger to the final outcome4. Journey maps help to identify the user’s actions, thoughts, emotions, pain points, and opportunities for improvement at each stage of the journey.
* High-level wireframes: These are low-fidelity sketches or diagrams that show the basic layout, structure, and functionality of the website or app. High-level wireframes help to define the information architecture, navigation, and content hierarchy of the solution, as well as test the usability and feasibility of the design concepts.
These three outputs are essential for planning out the website redesign using Experience Cloud, as they help to define the user requirements, the user flow, and the user interface of the solution. The other two options, interactive prototypes and high-fidelity mock-ups, are not outputs of the discovery process, but rather of the design and testing phases. Interactive prototypes are clickable simulations of the website or app that allow users to interact with the functionality and features of the solution. High-fidelity mock-ups are realistic and detailed representations of the website or app that show the final look and feel of the solution, including the colors, fonts, images, and icons. These two outputs are created after the discovery process, based on the feedback and validation from the user testing sessions.
References: UX Discovery Process: A Complete Guide, UX Research Methods: How to Uncover Valuable Insight about your Users, User Persona: What It Is and How to Create One, Journey Mapping101,
[Wireframes: A Beginner’s Guide], [Prototyping 101: The Difference between Low-Fidelity and High-Fidelity Prototypes and When to Use Each], [What is a Mockup? The Final Layer of UI Design] For the UX Designer at Cloud Kicks, thethree outputs of the discovery process that should be prepared are User Personas, Journey Maps, and High-Level Wireframes. User Personas are fictional characters that represent a target audience for the website, and are used to help guide the website design. Journey Maps are diagrams that illustrate the user’s experience as they navigate the website, and provide insights into how the user interacts with the website. High-Level Wireframes are simple sketches of the website layout, and are used to organize the website’s content and design elements. Interactive Prototypes and High-Fidelity Mock-ups are not necessary outputs of the discovery process, as they are more detailed representations of the design that come later in the design process. For more information, see the Salesforce Experience Cloud documentation (https://help.salesforce.com/articleView?id=experience_cloud_overview.htm&type=5).