Prepare for your exam certification with our Plat-UX-101 Certified Salesforce [Q25-Q49]

Section	Weight	Objectives
Design Strategy & Solutioning		– Problem Definition and Scoping – Journey Mapping and Experience Design
UX Fundamentals	16%	– Usability and Information Architecture – Branding and Visual Design Impact – Accessibility and Inclusive Design – Human-Centered Design Principles
Discovery	13%	– Research Methods and Tools – User Needs and Requirements Gathering – Salesforce UX Personas and Processes – Business Value of Salesforce UX
Salesforce Platform UX Implementation		– Declarative UX Configuration – Lightning Design System (SLDS) – Mobile UX and Responsive Design
Prototyping & Validation		– Usability Testing and Iteration – Prototyping Methods

NO.25 How would a UX Designer differentiate between voice and tone?

Voice is how one speaks, and tone reflects personality.

Voice reflects personality, and tone is the way in which one speaks.

Voice reflects frequency and tone is one’s pitch.

NO.26 Cloud Kicks wants to create an external facing site where users can:
* Manage and submit cases via the web.
* Browse and search Knowledge Base articles.
* Contact Support via lice chat.
Which cloud should be used to design an appropriate solution for CK’s users?

Experience Cloud

Sales Cloud

Marketing Cloud

Service Cloud

NO.27 A UX Designer wants to communicate the value of diversity, inclusion, and equality in design. Which business outcomes represent these values?

Inclusive recruitment, lower market share, and less employee turnover

Economic growth, greater market share, and less employee turnover

Critical investing, more employee turnover, and greater market share

NO.28 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

NO.29 Cloud Kicks is considering whether it should implement the Standard Salesforce Navigation or use the Console for its Sales team. What is one requirement that could lead to recommending the Console?

Need for viewing multiple list views at the same time

Ability to toggle between multiple records

Work that is mostly in the field

NO.30 A UX Designer is in the process of designing a new page layout for a custom object in Salesforce.
How should the designer ensure thebest end-user experience?

Include all potentially useful fields.

Make field labels and API names identical.

Mark all fields as required.

Group similar fields using sections.

The best way to ensure the end-user experience when designing a new page layout for a custom object in Salesforce is to group similar fields using sections. Sections are UI components that allow you to organize fields into logical groups and provide headings and descriptions for each group. Sections help to improve the readability, scannability, and usability of the page layout by reducing the visual clutter and providing a clear structure and hierarchy for the information. Sections also help to align the page layout with the user’s mental model and expectations, as well as the business processes and workflows. [UX Designer Certification Prep: User Interface Design Principles], [UX Designer Certification Prep: Salesforce Design System] Including all potentially useful fields is not a good way to ensure the end-user experience when designing a new page layout for a custom object in Salesforce, because it can create a crowded and overwhelming interface that is hard to navigate and understand. It can also increase the cognitive load and the scrolling effort for the user, as well as the maintenance cost for the designer. It is better to include only the essential and relevant fields that the user needs to perform their tasks and goals, and use other methods such as related lists, tabs, or modals to display additional information. [UX Designer Certification Prep: User Interface Design Principles], [UX Designer Certification Prep: Salesforce Design System] Making field labels and API names identical is not a good way to ensure the end-user experience when designing a new page layout for a custom object in Salesforce, because it can create confusion and inconsistency for the user and the developer. Field labels are the text that appear on the user interface to identify the fields, while API names are the unique identifiers that are used by the system and the code to reference the fields. Field labels and API names should be different, because they have different purposes and audiences. Field labels should be clear, concise, and descriptive, using natural language and proper capitalization, punctuation, and spacing. API names should be concise, unique, and consistent, using underscores and camel case to separate words. [UX Designer Certification Prep: User Interface Design Principles], [UX Designer Certification Prep: Salesforce Design System] Marking all fields as required is not a good way to ensure the end-user experience when designing a new page layout for a custom object in Salesforce, because it can create frustration and annoyance for the user, as well as increase the error rate and the abandonment rate. Required fields are fields that the user must fill in before they can save or submit the record. Required fields should be used sparingly and only for the fields that are absolutely necessary for the system or the business logic. Marking all fields as required can make the user feel pressured and constrained, and force them to enter irrelevant or inaccurate data. It can also make the user miss the truly important fields, or give up on completing the record altogether. [UX Designer Certification Prep: User Interface Design Principles], [UX Designer Certification Prep: Salesforce Design System][UX Designer Certification Prep: User Interface Design Principles], [UX Designer Certification Prep: Salesforce Design System]

NO.31 Cloud Kicks wants to plan out the strategy for an upcoming discovery phase.
Which three practices should be considered?
Choose 3 answers

Consider platform-based before custom solutions.

Gather insight from end users.

Establish the research plan and timeline.

Understand the problem before moving tosolutions.

Determine user acceptance criteria.

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.
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.

NO.32 Cloud Kicks wants its Salesforce app to represent company branding and comply with Web Content Accessibility Guidelines (WCAG) 2.1.
What should they consider about themes and branding?

Salesforce automatically updates the selected brand color to make it accessible; this should overridden to select the colors manually.

There is a default WCAG complaint Salesforce color theme; only brand color can be updated.

The color palette is auto-generated based on the brand color to be WCAG compliant.

NO.33 Cloud Kicks (CK) has identified that its individual agents send out messaging and communication that is often not aligned with the company’s overall branding and communication style.
Which Salesforce solutions should be implemented to help CK deliver consistently branded content at every touchpoint?

A Distributed Marketing and Journey Builder

Email Builder and Customer 360

Service Cloud and Letterhead

NO.34 Universal Containers’ organization wide-defaults model is private for the Account object. A sales repeats to opportunity records.
Which level of access will the sales rep have to the related account record?

No access

Read/Create/Edit access

Read/Create access

Read-only access

NO.35 Cloud kicks wants to incorporate human-centered design across its organization.
Which two practices should be adopted?

Including Innovative ideas to showcase technology

Observing user behavior

Putting oneself in the situation of the end user

Creating requirements based business leaders’ priorities

Human-centered design is a practice where designers focus on people and their context, and seek to understand and solve the right problems for them.Human-centered design involves the following elements1:
Empathy. Designers need to genuinely care about the people they design for, and build empathy by immersing themselves in the community that will use their products or services.
Creativity. Designers need to find creative ways to solve users’ problems, and generate multiple ideas and prototypes that can be tested and refined.
Business needs. Designers need to make their products or services commercially successful, and align them with the goals and values of the organization.
To incorporate human-centered design across its organization, Cloud Kicks should adopt the following two practices:
Observing user behavior. Designers should conduct user research and communicate with their users regularly, to understand their needs, motivations, challenges, and goals. Observing user behavior can help designers to identify the pain points and opportunities for improvement, and to validate their assumptions and hypotheses.
Putting oneself in the situation of the end user. Designers should empathize with their users, and try to see the world from their perspective. Putting oneself in the situation of the end user can help designers to create products or services that are relevant, useful, and desirable for them.
The following two practices are not aligned with human-centered design, and should be avoided:
Including innovative ideas to showcase technology. Designers should not prioritize technology over people, and should not include features or functions that are not necessary or beneficial for the users. Including innovative ideas to showcase technology can lead to products or services that are complex, confusing, or frustrating for the users.
Creating requirements based on business leaders’ priorities. Designers should not ignore the voice of the users, and should not create products or services that only satisfy the business needs. Creating requirements based on business leaders’ priorities can lead to products or services that are irrelevant, useless, or undesirable for the users.

NO.36 Cloud Kicks has identified that users are getting anxious over a multiple-step custom Screen Flow with no way of visualizing its completeness.
What should be done to improve the user experience?

Replace multiple-step Screen Flowwith a static vertical form.

Set up a Salesforce Path with Guidance for Success.

Configure cascading accordions to condense the experience.

Create a Progress Indicator component that displays the flow’s stages.

NO.37 Which elements of visual design should be used to better translate style and branding guidelines?

Typography, Color, Imagery

Wireframes, Personas, Blueprints

Sketching, Wireframes, Storyboards

NO.38 A UX Designer wants to ensurenew Salesforce users are given the appropriate onboarding experience.
Which two on-App Guidance customizations should be used?

Specify prompt scheduling

Customize prompt theme

Set prompt permissions

Configure minimum three steps

NO.39 A UX Designer is evaluating whether to perform a moderated or unmoderated usability study on their prototype solution to gain user feedback. Which reason would lead the designer to choose a moderated study?

Follow-up questions can be asked to obtain further information about the issues participants may encounter.

Sessions can be completed at any time and anywhere.

It is less expensive and time-consuming to conduct.

NO.40 A UX Designer at Cloud Kicks is having difficulty getting its developers to see why the design changes would improve the user experience.
How should the designer help mitigate pushback from developers?

A Share research notes from previous projects with them.

Get buy-in from the development lead first and let them persuade others.

Work together on setting up UX Indicators.

NO.41 What is a benefit of inclusive design?

Reducing friction for users in achieving their goals

Tailoring a solution to one type of user

Creating a lowest-common-denominator design

NO.42 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.Reference:
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/).

NO.43 A UX designer is creating a customer support site in experience builder that will internationalized across the 12 different countries Which two designs considerations should bemade when planning for the site

Country may read text is a different direction (right to left) vs (left to right) and layouts will need to be adjusted

Country flags used as links to adjust languages provide an ideal way to switch between locals orlanguages for users

colors may have different contrast ratios in some countries and need adjusted contrast for proper visibility by users

colors may have different cultural meanings in different countries, changing the intent of UI elements

These two design considerations should be made when planning for a customer support site in experience builder that will be internationalized across 12 different countries. They are related to the principles of internationalization and localization, which are the processes of designing and adapting a product or service to meet the needs and preferences of users in different cultures, languages, and regions. By taking these considerations into account, a UX designer can create a site that is consistent, usable, and appealing for a global audience.
Country may read text in a different direction (right to left) vs (left to right) and layouts will need to be adjusted: This consideration is related to the principle of bidirectionality, which is the ability of a product or service to support both left-to-right (LTR) and right-to-left (RTL) languages, such as Arabic, Hebrew, Persian, and Urdu. These languages have different writing systems, text alignment, and reading order than LTR languages, such as English, French, Spanish, and German. Therefore, a UX designer needs to adjust the layouts of the site to accommodate both LTR and RTL languages, such as by using flexible grids, mirroring elements, and avoiding fixed positions. This way, the site can provide a natural and intuitive reading experience for users in different countries.
Colors may have different cultural meanings in different countries, changing the intent of UI elements: This consideration is related to the principle of cultural sensitivity, which is the awareness and respect of the cultural differences and preferences of users in different countries. Colors are one of the most important aspects of visual design, as they can convey emotions, moods, messages, and actions. However, colors can also have different cultural meanings and associations in different countries, which can affect how users perceive and interact with the site. For example, red can mean danger, passion, or luck, depending on the country. Therefore, a UX designer needs to choose colors that are appropriate and consistent with the intended meaning and purpose of the UI elements, such as buttons, icons, labels, and alerts. This way, the site can avoid confusion, misunderstanding, or offense for users in different countries.
Preparing a Global Design: Internationalization (i18n) Guide
Internationalization – Globalization | Microsoft Learn
Localization vs. Internationalization – World Wide Web Consortium (W3C)

NO.44 A UX Designer wants to understand the mental model of employees who have requested a new internal community. The brief specifies what the employees should be able to do on the site, but the designer needs to suggest a suitable information architecture that matches user expectations. Which technique should be used?

Cognitive Walkthrough

Mind Mapping

Card Sorting

NO.45 Cloud Kicks’ digital support representatives have different needs and requirements for Knowledge articles than customers. Customers need to see:
* Some Knowledge articles, not all
* Articles organized in different categories
* Different fields than support representatives
Which consideration should be made when determining how to present Knowledge articles to each audience?

Separate articles should be written for each audience, with only relevant information.

Page layouts or permissions can display only the fields needed for each audience.

Topics within a customer site must be organized the same as internal data categories.

NO.46 Cloud Kicks (CK) has a new Portal landing page built with Experience Builder. Upon review, CK does not think the company’s brand experience is translated into the user experience; however, CK does confirm the Theme was set up correctly. Which additional UX elements should be reviewed to influence the brand experience?

Visual Design, Harmony, and Responsiveness

Visual, Content, and Interaction Design

Shapes, Interaction Design, and Typography

NO.47 Which resources of the Salesforce Lightning Design System (SLDS) could be used to make custom applications look like Salesforce?

Fully functional components

Guidelines for voice and tone

Blueprints and tokens

NO.48 Cloud kicks is planning its einstein Bot implementation and has identified common issues the Bot can resolve. CK has determined that extensive technical planning is needed for bot effectiveness and customer satisfaction

Training and support for planning

user interface planning

deboarding planning

voice and tone planning

NO.49 Cloud Kicks asks its UX Designer to create a B2B sales portal that can easily integrate customer relationship management.
Which Salesforce solution should be used?

Commerce Cloud

Experience Cloud

Sales Cloud

Prepare for your exam certification with our Plat-UX-101 Certified Salesforce [Q25-Q49]

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