Service Cloud Lightning

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1 Service Cloud Lightning Voluntary Product Accessibility Template (VPAT) February 2017 This Voluntary Product Accessibility Template, or VPAT, is a tool that helps officials and decision-makers to evaluate Service Cloud Lightning design conformance the accessibility standards under Section 508 of the Rehabilitation Act. The scope of this VPAT includes all features of the Salesforce, Service Cloud Lightning. The features include service console knowledge, or articles detail pages for standard and custom objects. Embedded pages of Salesforce Classic are not included in this VPAT. Sales Cloud features such as record home and detail pages for standard and custom objects, chatter, notes, tasks, calendar and events, people, campaigns and cases are out of the scope of this VPAT. Vendor: Salesforce Name of the Product: Service Cloud Lightning Version: Last Release Date: February 2017 Point of Contact Name/ The first table of the VPAT document provides a summary view of the section 508 Standards. The subsequent tables provide more detailed views of each subsection. There are three columns in each table. Column one of the Summary Table describes the subsections of subparts B and C of the Standards. Summary Table Compliance Section Software Applications and Operating Systems Section Web-based internet information and applications Section Telecommunications Products Section Video and Multi-media Products Section Self-Contained, Closed Products Section Desktop and Portable Computers Section Functional Performance Section Information, Documentation, and Support through equivalent facilitation Service Cloud Lightning VPAT Page 1 of 10

2 Section Software Applications and Operating Systems Detail (a) When software is designed to run on a system that has a keyboard, product functions shall be executable from a keyboard where the function itself or the result of performing a function can be discerned textually. (b) Applications shall not disrupt or disable activated features of other products that are identified as accessibility features, where those features are developed and documented according to industry standards. Applications also shall not disrupt or disable activated features of any operating system that are identified as accessibility features where the application programming interface for those accessibility features has been documented by the manufacturer of the operating system and is available to the product developer. Most of the Service Cloud Lightning features and controls in the Salesforce Lightning Experience user interface are reachable using the keyboard alone. They may be executed using the Tab key and other keys, as required by the criteria. However, there are some to this, including the following: Keyboard focus is trapped inside the Knowledge list view. No simple way for a keyboard user to navigate out of the List view using Tab and Shift + tab keys but use of Esc key, a keyboard user can move out of the Knowledge list view. Keyboard focus do not return back to the original link initiated location from Edit Article Categories modal window once it s closed. The menu options located in es bottom utility panel is not reachable using the keyboard alone and/or available to assistive technology. Service Cloud Lightning user interface and controls do not disrupt, deactivate, or interfere the accessibility features of the Windows operating system such as filter keys, toggle keys or sticky keys. Service Cloud Lightning VPAT Page 2 of 10

3 (c) A well-defined on-screen indication of the current focus shall be provided that moves among interactive interface elements as the input focus changes. The focus shall be programmatically exposed so that Assistive Technology can track focus and focus changes. (d) Sufficient information about a user interface element including the identity, operation and state of the element shall be available to Assistive Technology. When an image represents a program element, the information conveyed by the image must also be available in text. (e) When bitmap images are used to identify controls, status indicators, or other programmatic elements, the meaning assigned to those images shall be consistent throughout an application's performance. (f) Textual information shall be provided through operating system functions for displaying text. The minimum information that shall be made available is text content, text input caret location, and text attributes. (g) Applications shall not override user selected contrast and color selections and other individual display attributes. (h) When animation is displayed, the information shall be displayable in at least one non-animated presentation mode at the option of the user. (i) Color coding shall not be used as the only means of conveying information, indicating an action, prompting a response, or distinguishing a visual element. (j) When a product permits a user to adjust color and contrast settings, a variety of color selections capable of producing a range of contrast levels shall be provided. (k) Software shall not use flashing or blinking text, objects, or other elements having a flash or blink frequency greater than 2 Hz and lower than 55 Hz. Service Cloud Lightning provides a clear visual indication of current focus for all the interactive interface elements. Service Cloud Lightning user interface and interactive elements do contain proper information related to WAI- ARIA identity, role, operation and state to help assistive technology. Images that support programmatic elements are used consistently in the Service Cloud Lightning user interface to represent certain functions or identify interactive controls. Textual information is available to assistive technology in Service Cloud Lightning. Service Cloud Lightning user interface and controls remains visible in Windows operating system High Contrast mode and does not override any default contrast settings. Service Cloud Lightning does not use any animation in the user interface. Service Cloud Lightning user interface does not use color alone as a means of conveying information. Service Cloud Lightning does not permit a user to adjust color and contrast settings in the user interface. Service Cloud Lightning has no flashing or blinking text, objects or other elements greater than 2Hz and lower than 55Hz. Service Cloud Lightning VPAT Page 3 of 10

4 (l) When electronic forms are used, the form shall allow people using Assistive Technology to access the information, field elements, and functionality required for completion and submission of the form, including all directions and cues. Most of the electronic form controls in the Service Cloud Lightning user interface can be operated and accessible by using assistive technology. The form label elements in the Service cloud pages are properly associated and placed in-line for the form fields the following exception: Checkboxes for Categories section in the Edit Article Categories modal window are not identified properly by assistive technology labels. Service Cloud Lightning VPAT Page 4 of 10

5 Section Web-based Internet information and applications Detail (a) A text equivalent for every non-text element shall be provided (e.g., via "alt", "longdesc", or in element content). (b) Equivalent alternatives for any multimedia presentation shall be synchronized the presentation. (c) Web pages shall be designed so that all information conveyed color is also available out color, for example from context or markup. (d) Documents shall be organized so they are readable out requiring an associated style sheet. (e) Redundant text links shall be provided for each active region of a server-side image map. (f) Client-side image maps shall be provided instead of server-side image maps except where the regions cannot be defined an available geometric shape. Most of the images displayed in the Service Cloud Lightning user interface have meaningful alternative (alt) text descriptions. Non-relevant or decorative images have null alt attributes or are inserted as a background image, the following exception. Salesforce logo image on the top banner does not contain informative alternative textual information to help assistive technology users. Service Cloud Lightning has help and training videos which contain closed captions to meet this criteria. Service Cloud Lightning does not use color alone to distinguish the importance of a visual element. Sufficient color contrast is provided between foreground and background text colors for easy and clear legibility for people moderately low vision. Menus and tabs use highlighting to indicate current location. This information is also communicated by WAI-ARIA role and selected state. Service Cloud Lightning is a web-based application (not a document). To work correctly, its user interface requires the use of associated style sheets. Service Cloud Lightning does not use server-side image maps. Service Cloud Lightning does not use client-side image maps. Service Cloud Lightning VPAT Page 5 of 10

6 (g) Row and column headers shall be identified for data tables. (h) Markup shall be used to associate data cells and header cells for data tables that have two or more logical levels of row or column headers. (i) Frames shall be titled text that facilitates frame identification and navigation (j) Pages shall be designed to avoid causing the screen to flicker a frequency greater than 2 Hz and lower than 55 Hz. (k) A text-only page, equivalent information or functionality, shall be provided to make a web site comply the provisions of this part, when compliance cannot be accomplished in any other way. The content of the text-only page shall be updated whenever the primary page changes. (l) When pages utilize scripting languages to display content, or to create interface elements, the information provided by the script shall be identified functional text that can be read by Assistive Technology. (m) When a web page requires that an applet, plug-in or other application be present on the client system to interpret page content, the page must provide a link to a plug-in or applet that complies (a) through (l). Data tables column and/or row headers are properly identified (using the <th> element and scope attributes) in Service Cloud Lightning the following exception: Data table column and header relationship is not properly announced by assistive technology in Version Tree Grid section table. Currently, there are no pages or screens in the Service Cloud Lightning functionality and features that contain data tables more than one logical level of either column or row headers. The iframes used for interaction in Service Cloud Lightning functionality are provided proper title information. Service Cloud Lightning does not cause the screen to flicker a frequency greater than 2Hz and lower than 55Hz. Text only pages are not required because the Service Cloud Lightning user interface has been coded to meet applicable standards, to the extent specified. Service Cloud Lightning uses JavaScript, WAI-ARIA and the most modern HTML5 techniques to provide feedback from interactive elements. This allows assistive technology such as screen readers to read and transmit information back to the user. Service Cloud Lightning does not require any applet or plug-in to work its default functionality. Service Cloud Lightning VPAT Page 6 of 10

7 (n) When electronic forms are designed to be completed on-line, the form shall allow people using Assistive Technology to access the information, field elements, and functionality required for completion and submission of the form, including all directions and cues. (o) A method shall be provided that permits users to skip repetitive navigation links. (p) When a timed response is required, the user shall be alerted and given sufficient time to indicate more time is required. Most of the electronic form controls in the Service Cloud Lightning user interface can be operated and accessible by using assistive technology. The form label elements in the Service cloud pages are properly associated and placed in-line for the form fields the following exception: Checkboxes for Categories section in the Edit Article Categories modal window are not identified assistive technology labels. Service Cloud Lightning has Skip to navigation and Skip to main content link at the top of every page that will bypass top and left navigation. Users are alerted in Service Cloud Lightning time response modal window and provided options to select additional time for continuing the login session. Service Cloud Lightning VPAT Page 7 of 10

8 Section Video and Multimedia Products Detail (c) All training and informational video and multimedia productions which support the agency's mission, regardless of format, that contain speech or other audio information necessary for the comprehension of the content, shall be open or closed captioned. (d) All training and informational video and multimedia productions which support the agency's mission, regardless of format, that contain visual information necessary for the comprehension of the content, shall be audio described. (e) Display or presentation of alternate text presentation or audio descriptions shall be user-selectable unless permanent. Help and Training videos included in Service Cloud Lightning contains closed captions to meet this criteria. Help and Training videos included in Service Cloud Lightning contains closed captions and are properly audio described to meet this criteria. Help and Training video player embedded in the modal window is fully accessible use of keyboard and assistive technology. Service Cloud Lightning VPAT Page 8 of 10

9 Section Functional Performance Detail (a) At least one mode of operation and information retrieval that does not require user vision shall be provided, or support for Assistive Technology used by people who are blind or visually impaired shall be provided. (b) At least one mode of operation and information retrieval that does not require visual acuity greater than 20/70 shall be provided in audio and enlarged print output working together or independently, or support for Assistive Technology used by people who are visually impaired shall be provided. (c) At least one mode of operation and information retrieval that does not require user hearing shall be provided, or support for Assistive Technology used by people who are deaf or hard of hearing shall be provided. (d) Where audio information is important for the use of a product, at least one mode of operation and information retrieval shall be provided in an enhanced auditory fashion, or support for assistive hearing devices shall be provided. (e) At least one mode of operation and information retrieval that does not require user speech shall be provided, or support for Assistive Technology used by people disabilities shall be provided. (f) At least one mode of operation and information retrieval that does not require fine motor control or simultaneous actions and that is operable limited reach and strength shall be provided. Most of the features and controls in the Service Cloud Lightning user interface are reachable using the keyboard alone. They may be executed using the Tab key and other keys, as required by the criteria. Refer to the following sections for more details regarding other : (a), (a), (g), (n) Service Cloud Lightning supports screen magnification and browser-provided zoom functionality. Service Cloud Lightning does not rely on sound alone or user hearing to access any of its core functionality. Service Cloud Lightning does not rely on audio to present information. Service Cloud Lightning does not require user speech. Service Cloud Lightning does not require fine motor control or simultaneous actions. Lightning Experience user interface and controls have large target areas that would not cause problems for people fine motor control or limited reach and strength. Service Cloud Lightning VPAT Page 9 of 10

10 Section Information, Documentation and Support Detail (a) Product support documentation provided to end-users shall be made available in alternate formats upon request, at no additional charge (b) End-users shall have access to a description of the accessibility and compatibility features of products in alternate formats or alternate methods upon request, at no additional charge. (c) Support services for products shall accommodate the communication needs of end-users disabilities. equivalent facilitation Salesforce provides electronic versions of all product support documentation related to Service Cloud Lightning. Users disabilities can request additional product support documentation by opening a new case at Salesforce provides information on Service Cloud Lightning user interface accessibility features in the documentation. End-users disabilities can open support request directly at Support service related to Service Cloud Lightning can be found at Salesforce.com website. Currently, telephone communication provision does not support TTY or relay services. Users disabilities can open support request directly at Service Cloud Lightning VPAT Page 10 of 10

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