[UPDATED 2024] Free Salesforce User-Experience-Designer Exam Questions Self-Assess Preparation [Q51-Q75]

Q51. Cloud Kicks (CK) has finished conducting research and has synthesized the findings. CK nowplans to collaboratively redesign services with stakeholders to address issues uncovered in the study.
Which process should be used?

Service-Blueprinting Workshop

Management Committee Meeting

Pitch Session

Service Usability Testing

Q52. Cloud Kicks’s development team is working on the build of a new custom component using VS Code. They often have new CSS dasses and properties conflicting with the Salesforce Lightning Design System (SLDS).
What should simplify working with SLDS in Lightning Components?

Salesforce Developer Console should be used instead

SLDS Validator extension for VS Code

Install SLDS creator from AppExchange

Keep the SLDS Stylesheet open for reference

Q53. Cloud Kicks has identified a Trusted Advisor persona as their primary focus for the next iteration.
Which key business process defining their work should be analyzed to make sure the delivered experience fits their needs?

Maintaining relationships with existing customers

Managing sales pipeline and forecasting

Customizing and administering Salesforce

Q54. A UX Designer wants to communicate the value of diversity, inclusion, and equality in design.
Which three business outcomes represent these values?
Choose 3 answers

Less employee turnover

Greater market share

Economic growth

Critical investing

Fewer workplace debates

Explanation
Diversity, inclusion, and equality in design are values that can lead to positive business outcomes, such as less employee turnover, greater market share, and economic growth. These values can help create a more inclusive and innovative workplace, where employees feel valued, respected, and engaged, and where customers feel understood, represented, and satisfied. Some of the benefits of these values are:
Less employee turnover: Diversity, inclusion, and equality in design can reduce employee turnover by fostering a culture of belonging, trust, and collaboration, where employees can thrive and grow. According to a Salesforce report1, employees who feel a sense of belonging at work are 5.3 times more likely to feel empowered to perform their best work, and employees who feel their voice is heard at work are 4.6 times more likely to feel empowered to perform their best work. Moreover, employees who feel valued and included are more likely to stay loyal to their employer, reducing the costs and risks of hiring and training new staff.
Greater market share: Diversity, inclusion, and equality in design can increase market share by expanding the customer base, enhancing the customer experience, and improving the brand reputation. According to a McKinsey report2, companies in the top quartile for ethnic and cultural diversity on executive teams were 36% more likely to experience above-average profitability than companies in the fourth quartile. Moreover, companies that design products and services that meet the needs and preferences of diverse customers can gain a competitive edge and increase customer loyalty and retention.
Economic growth: Diversity, inclusion, and equality in design can contribute to economic growth by boosting productivity, innovation, and social impact. According to a World Bank report3, increasing women’s labor force participation and earnings could add $172 trillion to global wealth. Moreover, companies that leverage the diverse perspectives and experiences of their employees can generate more creative and effective solutions, and companies that support social causes and environmental sustainability can create positive change and attract more customers and investors.
References:
[Our 2023 Annual Equality Update: Where We Are and Where We’re Going – Salesforce]1
[Diversity wins: How inclusion matters | McKinsey]2
[Women, Business and the Law 2020 | World Bank]3

Q55. A UX Designer is creating a customer support site in Experience Builder that will be internationalized across
12 different countries.
Which two design considerations should be made when planning for this site?

Countries may read text in a different (right to left vs. left to right) and layoutswill be to be adjusted.

Country flags used as links to adjust languages provide an ideal way to switch between locales or languages for users.

Colors may have different contrast rations in some countries and need adjust contrast for proper visibilityby users.

Colors may have different culture meanings in different countries, changing the intent of UI elements.

Explanation
The two design considerations that should be made when creating a customer support site in Experience Builder that will be internationalized across 12 different countries are:
Countries may read text in a different direction (right to left vs. left to right) and layouts will need to be adjusted. This is because some languages, such as Arabic and Hebrew, are written from right to left, while others, such as English and French, are written from left to right. This affects not only the text alignment, but also the placement of UI elements, such as buttons, menus, icons, and images. To accommodate different reading directions, the site should use a flexible layout that can be mirrored or flipped based on the language setting. This also follows the principle of designing for accessibility and inclusion, which is one of the learning objectives for the Salesforce User Experience Designer certification12 Colors may have different cultural meanings in different countries, changing the intent of UI elements.
This is because colors can convey different emotions, associations, and messages depending on the cultural context.
For example, red can mean danger, passion, or luck, depending on the country.
Therefore, the site should use colors that are appropriate and respectful for the target audience, and avoid colors that may be offensive or misleading. This also follows the principle of designing for the user’s context and environment, which is another learning objective for the Salesforce User Experience Designer certification34 References: [Design for Accessibility and Inclusion], [Add Languages to Your Aura Sites], [Design for the User’s Context and Environment], [Color Meanings by Culture]
https://trailhead.salesforce.com/en/content/learn/modules/ux-designer-certification-prep/design-for-accessibility- : 1 :
https://trailhead.salesforce.com/en/content/learn/modules/ux-designer-certification-prep/design-for-the-users-con : 2 :
https://www.w3.org/International/questions/qa-scripts : 3 :
https://www.shutterstock.com/blog/color-symbolism-and-meanings-around-the-world : 4

Q56. Cloud Kicks (CK) wants to adopt a human-centered design process in the redesign of its Salesforce journeys and processes.
In which order should CK’s UX Designer undertake the steps of this process to achieve maximum impact?

Ideation > Iteration > Prototyping > Implementation > User Feedback > Observation

Observation > Ideation > Prototyping > User Feedback > Iteration > implementation

Prototyping > Iteration > Observation > Ideation > Implementation >User Feedback

Implementation> Observation > User Feedback > Prototyping > Ideation > Iteration

A human-centered design process is a creative approach to solving people’s problems that begins with identifying their needs and ends with creating solutions that meet those needs1. A human-centered design process typically involves the following steps in this order23:
* Observation: This step involves researching and understanding the users, their context, their goals, their
* pain points, and their behaviors. Observation methods include interviews, surveys, ethnography, contextual inquiry, and data analysis.
* Ideation: This step involves generating and exploring a wide range of possible solutions that address the users’ needs and problems. Ideation methods include brainstorming, sketching, mind mapping, affinity diagramming, and storyboarding.
* Prototyping: This step involves creating and testing low-fidelity or high-fidelity representations of the proposed solutions, such as mockups, wireframes, or interactive models. Prototyping methods include paper prototyping, digital prototyping, and rapid prototyping.
* User Feedback: This step involves collecting and analyzing feedback from the users on the prototypes, such as their opinions, preferences, satisfaction, and suggestions. User feedback methods include usability testing, user testing, focus groups, and surveys.
* Iteration: This step involves refining and improving the prototypes based on the user feedback, and repeating the prototyping and user feedback steps until the optimal solution is achieved. Iteration methods include agile development, design sprints, and A/B testing.
* Implementation: This step involves deploying and launching the final solution to the users, and monitoring and evaluating its performance and impact. Implementation methods include release management, change management, and analytics.
References: Relationship Design – Trailhead, Human-Centered Design: Definition and Stages – Interaction Design Foundation, Human-Centered Design Process – Salesforce UX The order in which CK’s UX Designer should undertake the steps of the human-centered design process to achieve maximum impact is Observation > Ideation > Prototyping > User Feedback > Iteration > Implementation. This allows the designer to take into account the user’s preferences and needs from the very beginning, as well as provide the user with feedback throughout the entire process. The order of steps for a human-centered design process is as follows:
* Observation: Observing user behaviour and interactions to gain insights into their needs and preferences.
* Ideation: Coming up with ideas for potential solutions based on the insights from the observation phase.
* Prototyping: Creating a prototype of the potential solution to test out with users.
* User Feedback: Gathering feedback from users on the prototype and making changes based on their feedback.
* Iteration: Iterating on the prototype based on the feedback from users.
* Implementation: Implementing the final solution.
For more information on the human-centered design process, please see the following Salesforce documentation: https://trailhead.salesforce.com/en/content/learn/modules/ux_design_process

Q57. Cloud kicks has identified that its users are having difficulty figuring out where to look on a web page due to the number of design elements.
Which threeconsiderations should be made to improve the visual hierarchy of the page?
Choose 3 answers

Grouping proximity and common regions

Scale using relative size to signal importance

Continuity keep all typeface the same size

Proportion, keep allelement a similar size

Color and contract, saturation between the elements

Q58. Which goal would be important in undertaking a Consequence Scanning exercise before launching a new product?

Reframe the product objectives from multiple, diverse perspectives.

Encourage team well-being through collaboration.

Identify the best angle for positive launch press coverage.

Q59. A UX Designer has completed discovery, research analysis, and ideation.
How should they prepare for the next phase?

Build partnerships.

Create business model canvas.

Continue iterating.

Determine what to prototype.

Explanation
The next phase after discovery, research analysis, and ideation is prototyping, which is the process of creating low-fidelity or high-fidelity representations of the design solution that can be tested and validated with users and stakeholders. To prepare for this phase, the UX designer should determine what to prototype, which means deciding on the scope, the level of detail, the format, and the tools for creating the prototype. The UX designer should consider the following factors when determining what to prototype:
The goals and objectives of the prototype: What is the purpose of the prototype? What questions or hypotheses does it aim to answer or test? What feedback or data does it seek to collect?
The target users and audience of the prototype: Who are the users and stakeholders that will interact with or evaluate the prototype? What are their needs, expectations, and preferences? How will they access and use the prototype?
The features and functionality of the prototype: What are the key features and functionality that the prototype should include or exclude? How will they support the user goals and tasks? How will they demonstrate the value proposition and the design principles of the solution?
The fidelity and interactivity of the prototype: How realistic and detailed should the prototype be? How interactive and responsive should the prototype be? How will the prototype convey the look and feel, the content, and the behavior of the solution?
The tools and methods of the prototype: What tools and methods will be used to create and present the prototype? How will they affect the time, cost, and quality of the prototype? How will they facilitate the testing and validation of the prototype?
References:
: User Experience Designer Certification Prep: Module 5: Design User Interfaces
: User Experience Designer Certification Prep: Module 6: Validate User Interfaces
: What is Prototyping?
The next phase for a UX designer after completing discovery, research analysis, andideation is to determine what to prototype. Prototyping is the process of creating a model, mock-up, or simulation of a user interface to test out ideas and gain feedback from users. Prototyping can be done in a variety of ways, from low-fidelity paper prototypes to high-fidelity digital prototypes. It is important to consider the purpose of the prototype and the amount of detail needed to accurately test out the user experience.
To prepare for the prototyping phase, a UX designer should review the researchdata and user insights gathered during the discovery, research analysis, and ideation stages. They should determine what needs to be tested out and create a plan for creating the prototype, considering the level of fidelity needed, the resources available, and the timeline. Additionally, they should consider what metrics they want to measure when testing the prototype, such as user engagement, usability, and satisfaction.
References:
[1] https://www.salesforce.com/blog/2019/12/ux-design-prototyping.html [2] https://uxplanet.org/the-importance

Q60. A UX Designer has completed usability testing on a newly designed case management system and has gathered many observations from the test participants.
What should the UX Designer consider while presenting the findings?

Be specific about the issues testers encountered.

Report only the new issues, and omit already known bugs.

Include the names of participants in the report.

Q61. A UX Designer is hired to help create a brand new app for the AppExchange with a human-centered approach.
Which strategy will most likely strengthen employee relationships the most?

Create a first draft in a design team and then share it for feedback with employees.

Send an anonymous survey to collect ideas from across the whole company.

Invite employees from different departments and create a journey map together.

Explanation
A journey map is a visual representation of the steps, emotions, and pain points that a user goes through when interacting with a product or service. A journey map can help the UX Designer understand the user’s needs, goals, expectations, and frustrations, and identify opportunities for improvement or innovation12 Creating a journey map together with employees from different departments is a strategy that can strengthen employee relationships the most, because it can:
Foster collaboration and communication: Inviting employees from different departments to create a journey map can help them share their perspectives, insights, and ideas, and learn from each other. This can also help them align on a common vision and goal, and build trust and respect among the team members34 Increase engagement and ownership: Inviting employees from different departments to create a journey map can help them feel more involved and invested in the design process and the outcome. This can also help them develop a sense of ownership and responsibility for the product or service, and increase their motivation and satisfaction34 Enhance creativity and innovation: Inviting employees from different departments to create a journey map can help them generate more diverse and creative solutions, as they can leverage their different skills, experiences, and backgrounds. This can also help them challenge their assumptions and biases, and explore new possibilities and opportunities34 Create a first draft in a design team and then share it for feedback with employees: This is not a strategy that can strengthen employee relationships the most, because it can create a sense of exclusion and hierarchy among the employees. The design team may appear to be the sole authority and decision-maker, while the other employees may feel like passive observers or critics. This can also limit the diversity and quality of the feedback, as the employees may not have enough context or understanding of the design process and the user’s needs34 Send an anonymous survey to collect ideas from across the whole company: This is not a strategy that can strengthen employee relationships the most, because it can reduce the interaction and connection among the employees. An anonymous survey may not allow the employees to express their thoughts and feelings fully, or to receive any feedback or recognition for their contributions. This can also make the employees feel detached and indifferent about the design process and the outcome34 References:
Create a Journey Map Unit | Salesforce Trailhead
How to Create a Customer Journey Map – UX Mastery
How to Use Journey Mapping to Improve Employee Engagement
How to Use Journey Mapping to Drive Collaboration and Innovation

Q62. Cloud Kicks wants to drive engagement on its website.
Which Salesforce feature should boost B2C engagement?

Marketing Cloud Personalization

Experience Cloud

Marketing Cloud Account Engagement

Explanation
Marketing Cloud Personalization is a Salesforce feature that can boost B2C engagement on Cloud Kicks’ website. Marketing Cloud Personalization is a kind of technology solution that ingests customer engagement and profile data, then – using machine learning and AI – determines relevant messages, segmentation, and content for each customer, based on their preferences and affinities1. Marketing Cloud Personalization can help Cloud Kicks to create personalized and relevant experiences for their website visitors, such as showing them products, offers, or recommendations that match their interests, needs, or behaviors. Marketing Cloud Personalization can also help Cloud Kicks to optimize their website performance, such as increasing conversions, retention, loyalty, and revenue1.
Experience Cloud is another Salesforce feature that can help Cloud Kicks to create engaging websites, but it is not the best option for boosting B2C engagement. Experience Cloud is a platform that allows users to build branded digital experiences, such as websites, portals, forums, or mobile apps, that connect customers, partners, and employees with Salesforce data and processes. Experience Cloud can help Cloud Kicks to create interactive and collaborative websites that integrate with their CRM, but it does not provide the same level of personalization and intelligence as Marketing Cloud Personalization2.
Marketing Cloud Account Engagement is a Salesforce feature that is designed for B2B marketing automation, not B2C engagement. Marketing Cloud Account Engagement, formerly known as Pardot, is a solution that helps users to generate more leads, nurture them through email campaigns, and align sales and marketing efforts. Marketing Cloud Account Engagement can help Cloud Kicks to target and engage potential business customers, but it is not suitable for engaging individual consumers on their website34.
References: 2: Experience Cloud | Salesforce 3: Marketing Cloud Account Engagement customers are scaling their marketing and reaching more leads faster. Find more leads and convert them more quickly with content that resonates Engage buyers on their terms with tailored, relevant campaigns4 4: Marketing Cloud vs. Marketing Cloud Account Engagement2 1: Personalization Engine by Marketing Cloud – Salesforce1

Q63. Service agents are complaining that the new custom object to track reservation has too many fields and is duttering their layouts. All of the fields are necessary, but they would like to display fields and sections of the record as individual components on the page layout with visibility depending on where they are in the reservation process.
Which feature should be recommended?

AppExchange Apps

Dynamic Forms

Process Builder

In-App Prompts

Q64. Cloud Kicks has asked its UX Designer to optimize Salesforce to help the IT help desk team quickly resolve the team’s queued Cases.
What Salesforce-based approach should be recommended to quickly show the appropriate cases to IT help desk team members?

Add a Case Assignment component to the team’s home page configured to shown cases assigned to the logged in team member.

Add a List View component to the home page configured to show a custom list view filtered to show assigned and open cases.

Add a Case inbox component to the page configured to show assigned and open cases.

Q65. Cloud Kicks has already identified its user personas and is working with a UX Designer who wants to synthesize what the company knows about its users to create a shared understanding with the rest of the organization.
Which tool should the designer use?

Executive Summary

Empathy Map

Prioritize Backlog

Q66. During our interview, a UX designer discovers that the most common daily task for the user is to view and commonly view reports using the global search bar for:

Make the global search bar bigger on every page

Update the homepage with access to commonly used reports

Add the daily task component to the homepage

Create the mind board to communicate the visual style of the UI

Q67. What would it mean for the user when designing perceivable content?

The content should only be visible.

The content should not be visible to all senses.

The content should only be audible.

Q68. A UX Designer is considering the design of arecord creation screen for the custom object Appointment.
Appointment records have to record types: Virtual and In-Person, Virtual appointments may have different virtual meeting software options, each with fields specific to it.
Which two considerations should be made when creating this record using Dynamic Forms?
Choose 2 answers

The use of tabs when creating the record is not allowed.

The form will not be available on mobile devices.

All software option sections of the form will always bevisible.

Fields can be organized into sections.

Explanation
Dynamic Forms is a feature that allows users to customize the form fields and sections displayed to users on a page layout. Dynamic Forms can be used to create user-centric, intuitive, and dynamic record creation screens for custom objects, such as Appointment. When creating a record using Dynamic Forms, the UX designer should consider the following two aspects12:
The use of tabs when creating the record is not allowed. Dynamic Forms does not support the use of tabs within the form, as tabs are not compatible with the record creation process. Tabs are only available for viewing or editing existing records, not for creating new ones. Therefore, the UX designer cannot use tabs to separate the fields for different record types or software options on the record creation screen.
Fields can be organized into sections. Dynamic Forms allows the UX designer to group fields into sections, and place them anywhere on the page layout. Sections can have labels, collapsible headers, and visibility rules. The UX designer can use sections to create a logical and clear structure for the form, and to show or hide fields based on user input, data, or profile. For example, the UX designer can create a section for each software option, and use visibility rules to display only the relevant section based on the user’s selection.
The following two aspects are not true when creating a record using Dynamic Forms, and should be disregarded:
The form will not be available on mobile devices. Dynamic Forms is compatible with mobile devices, and the UX designer can preview and test the form on different device sizes and orientations. The form will automatically adjust to the screen size and layout of the mobile device, and provide a responsive and consistent user experience3.
All software option sections of the form will always be visible. Dynamic Forms allows the UX designer to use visibility rules to control the visibility of fields and sections on the form. Visibility rules can be based on user input, data, or profile. The UX designer can use visibility rules to show or hide software option sections based on the user’s selection of the record type or the software option. This can reduce the clutter and complexity of the form, and provide a personalized and flexible user experience4.
References: Get Started with Dynamic Forms Unit | Salesforce Trailhead, Salesforce Dynamic Forms:
Overview & Deep Dive Tutorial, Dynamic Forms and Actions FAQ | Salesforce Help, Create Dynamic Forms with Visibility Rules | Salesforce Trailhead

Q69. Which document should be the source of truth for consistency when implementing a company’s brand on Salesforce?

Style Guide

DesignPrinciples

Pattern Library

Salesforce Lightning Design System

A style guide is a document that defines the visual identity and branding of a company, such as the logo, color palette, typography, iconography, imagery, and tone of voice. It helps ensure consistency and coherence across different platforms and channels, and communicates the company’s values and personality. When implementing a company’s brand on Salesforce, the style guide should be the source of truth for consistency, as it provides the guidelines and rules for applying the brand elements to the user interface. A style guide can also include a pattern library, which is a collection of reusable UI components and design patterns that follow the style guide. A design principle is a statement that expresses the core values and goals of a design process, and guides the decision making and evaluation of a design solution. The Salesforce Lightning Design System (SLDS) is a set of design guidelines and resources for creating consistent and beautiful user experiences on the Salesforce platform. It can be used as a reference and a foundation for customizing the UI according to the company’s style guide. References:
* : User Experience Designer Certification Prep: Module 5: Design User Interfaces
* : User Experience Designer Certification Prep: Module 7: Implement User Interfaces
* : What is a Style Guide and Why Every UX Designer Needs One
* : What is a Pattern Library and Why Should You Use One?
The Salesforce Lightning Design System (SLDS) is a comprehensive library of design patterns, components, and guidelines that enable developers and designers to create consistentuser interfaces on the Salesforce platform. It includes a comprehensive library of user interface components, guidelines for design consistency and accessibility, and detailed usage instructions. Using the Salesforce Lightning Design System ensures that all design elements and interactions on Salesforce use the same set of standards and patterns, resulting in a consistent and unified user experience. For more information, see the Salesforce Lightning Design System page (https://www.lightningdesignsystem.com/).

Q70. A UX Designer determines that the usability of their company’s Salesforce org could be improved if there was a tight relationship between the objects Container and Container Bids. For example, Container Bids should be deleted automatically whenever its associated Container is deleted.
Which type of relationship should be used to optimize the link between Container and Container Bids?

Master-Detail

Hierarchical Lookup

Many-to-one-Lookup

Q71. Cloud Kicks has identified a Trusted Advisor persona as their primary focus for the next iteration.
Which key business process defining their work should be analyzed to make sure the delivered experience fits their needs?

Maintaining relationships with existing customers

Managing sales pipeline and forecasting

Customizing and administering Salesforce

Q72. Cloud Kicks (CK) is incorporating Relationship Design principle into its business model and customer offerings wherever possible. Choose 3 answers

Prioritizing Innovation over copying the competition

Releasing Salesforce updates in managed packages over unmanaged packages

Reframing products in terms of user value over features and functions

Prioritize engagement number of impressions

Uncovering customer needs over broadcasting product benefits

Q73. During user interviews, a UX Designer discovers that the most common daily task for users is to look for and view commonly used reportsusing the global search bar.
What should be done to improve their experience?

Make the global search bar bigger on every page.

Update the Home page with access to commonly used reports.

Add the Daily Task component to the Home page.

Create a mood board to communicate the visual style of the UI.

Q74. Cloud Kicks has asked its UX Designer to optimize its Salesforce instance to help the IT help desk team quickly resolve queued Case. The requirements include:
* The ability to view their Case queue while working a particular Case.
* A persistent place to create Notes.
Which two Salesforce configuration features should be recommended?
Choose 2 answers

Docked Utility Bar

List View – Split View

Dynamic Forms

Activity Timeline

Q75. An organization must be digitally accessible to enable social opportunity.
What are three core principles of Web Content Accessibility Guidelines (WCAG)?
Choose 3 answers

Delightful

Robust

Abundant

Operable

Understandable

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