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Cloud Kicks (CK) wants to provide employees with quick access to apps, objects, and otheritems in the Salesforce mobile app. Which navigational feature should CK use?
A. Personalized Navigation Tabs B. Console Navigation C. Utility Bar
Answer: A
Explanation:
Personalized Navigation Tabs are a navigational feature that allows the users to customize
the navigation bar of the Salesforce mobile app with the items that they use most
frequently. Users can add, remove, and reorder the tabs in the navigation bar, and access
them with a single tap. Users can also mark their favorite items with a star icon, and access
them from the Favorites tab. Personalized Navigation Tabs can help Cloud Kicks (CK)
employees to quickly access the apps, objects, and other items that they need in the
Salesforce mobile app12
Console Navigation is a navigational feature that allows the users to work with
multiple records and objects on a single screen in the Salesforce desktop
app. Console Navigation is not available in the Salesforce mobile app, and it is not
suitable for providing quick access to apps, objects, and other items3
Utility Bar is a navigational feature that allows the users to access common
productivity tools, such as notes, history, or macros, from a fixed footer at the
bottom of the Salesforce desktop app. Utility Bar is not available in the Salesforce
mobile app, and it is not suitable for providing quick access to apps, objects, and
other items4
References:
Personalize Your Navigation Bar in the Salesforce Mobile App - Salesforce Help
Personalize Your Navigation Bar in the Salesforce Mobile App Unit | Salesforce
Trailhead
Console Navigation - Salesforce Help
Utility Bar - Salesforce Help
Question # 2
Cloud Kicks' Sales team needs In-App Guidance for key functions and processes so theycan maximize their time. In which way should a UX Designer customize the Salesforce Help Menu to meet thisrequest?
A. Show a site map of all the content. B. Create a docked prompt based on new feature rollouts. C. Provide links to external resources, such as training videos or a company dictionary.
Answer: A
Explanation: Confirmation bias is the tendency to seek, interpret, and remember
information that confirms one’s preexisting beliefs or hypotheses, while ignoring or
discounting information that contradicts them1. Confirmation bias can affect user feedback
sessions by influencing how the researcher designs the test, asks the questions, observes
the behavior, and analyzes the data of the users. Confirmation bias can lead to inaccurate
or incomplete insights, and ultimately to poor design decisions2.
One way to avoid confirmation bias in user feedback sessions is to allow the user to
explore the application without specific questions regarding which tasks to perform. This
can help the researcher to observe the user’s natural and spontaneous interaction with the
application, without imposing any expectations or assumptions on them. This can also help
the user to express their honest opinions and feelings about the application, without being
influenced by the researcher’s questions or suggestions. This can result in more authentic
and unbiased feedback, and more reliable and valid insights3.
Asking open-ended questions staying away from questions regarding feelings is not a good
way to avoid confirmation bias in user feedback sessions, because it can limit the depth
and richness of the feedback, and miss the opportunity to understand the user’s emotions
and motivations. Open-ended questions are questions that allow the user to answer in their
own words, rather than choosing from a predefined set of options. Open-ended questions
are useful for eliciting more detailed and nuanced feedback, and for exploring the user’s
thoughts and feelings about the application. However, asking open-ended questions alone
is not enough to prevent confirmation bias, as the researcher may still unconsciously frame
the questions in a way that leads the user to confirm their hypotheses, or interpret the
answers in a way that supports their beliefs. Asking questions regarding feelings is also
important, as itcan help the researcher to understand the user’s emotional response to the
application, and how it affects their satisfaction, engagement, and loyalty4.
Asking specific questions about known pain points to confirm your hypothesis is a bad way
to avoid confirmation bias in user feedback sessions, because it can introduce the
researcher’s bias into the feedback process, and influence the user’s perception and
behavior. Asking specific questions about known pain points can lead the researcher to
focus only on the information that confirms their hypothesis, and ignore or dismiss the
information that challenges or contradicts it. It can also lead the user to pay more attention
to the pain points that the researcher mentions, and overlook or downplay the other
aspects of the application. This can result in skewed and distorted feedback, and
misleading and invalid insights5. References: 1: Confirmation bias - Wikipedia 2: How Confirmation Bias can affect user
research | by Caroline Galipeau | UX Collective 3: 11 Types of Cognitive Biases to Avoid in
User Research | Maze 4: How to Ask Good Questions in User Research | by Nick Babich |
UX Planet 5: How to Avoid Confirmation Bias in User Research | by Sarah Doody | Medium
Question # 3
Cloud Kicks(CK) is incorporating Relationship Design principle into its business model andcustomer offerings wherever possible. Choose 3 answers
A. Prioritizing Innovation over copying the competition B. Releasing Salesforce updates in managed packages over unmanaged packages C. Reframing products in terms of user value over features and functions D. Prioritize engagement number of impressions E. Uncovering customer needs over broadcasting product benefits
Answer: A,C,E
Explanation: Relationship Design is a creative practice that drives social and business
value by building strong relationships. It is based on four mindsets: compassion, intention,
courage, and reciprocity. Cloud Kicks can incorporate Relationship Design principles into
its business model and customer offerings by adopting these mindsets and applying them
to its products, services, and interactions. Some examples of how Cloud Kicks can do this
are:
Prioritizing innovation over copying the competition. This shows that Cloud Kicks is
courageous and intentional in creating unique and valuable solutions that meet the
needs and expectations of its customers and communities. Cloud Kicks can use
design thinking methods, such as empathy mapping, ideation, and prototyping, to
generate and test new ideas that solve real problems and create positive impact 1.
Reframing products in terms of user value over features and functions. This shows
that Cloud Kicks is compassionate and reciprocal in understanding and
communicating the benefits and outcomes that its products and services can
deliver to its customers and stakeholders. Cloud Kicks can use value proposition
design tools, such as the value proposition canvas, to identify and articulate the
jobs, pains, and gains of its customers, and how its products and services can
address them 2.
Uncovering customer needs over broadcasting product benefits. This shows that
Cloud Kicks is intentional and reciprocal in listening and learning from its
customers and co-creating solutions with them. Cloud Kicks can use user research
methods, such as interviews, surveys, and observations, to discover and validate
the needs, preferences, and behaviors of its customers, and to involve them in the
Cloud Kicks has a content-rich set of record pages and wants its UX Design team toorganize and consolidate them.Which Salesforce Lightning Design System (SLDS) component should be used to organizeand consolidate content?
A. Data Tables B. Modals C. Q Tabs
Answer: C
Explanation: Q Tabs are a type of SLDS component that can be used to organize and
consolidate content on a record page. Q Tabs are a variant of the Tabs component that are
designed for use in the Lightning App Builder. Q Tabs allow users to switch between
different views of related information within the same context. Q Tabs can also be nested to
create subtabs within a tab. Q Tabs can help UX designers to create content-rich record
pages that are easy to navigate and consume. Q Tabs can also help to reduce clutter and
scrolling on a record page by grouping related content into tabs. Q Tabs can be customized
with different icons, labels, and badges to indicate the type and status of the content in
each tab. Q Tabs can also be configured to load content dynamically or on demand, which
can improve the performance and user experience of the record page. References: Q Tabs
Cloud Kicks (CK) allows its partners to manage leads and opportunities. CK's relationshipmanager has requested that partners are able to quickly browse and see their opportunitiessegmented by key attributes:If the opportunity is closing within 2 weeks If it is valued at more than $100,000Which approach should be used in Experience Builder to enable this?
A. Create a custom Lightning Web Component using a data table for each key attribute. B. Allow each user to create a filter for each key attribute and link to the opportunities listview. C. Configure a pre-filtered opportunity list view for each key attribute with the partner group.
Answer: C
Explanation: The best approach to enable partners to quickly browse and see their
opportunities segmented by key attributes is to configure a pre-filtered opportunity list view for each key attribute with the partner group. This way, the partners can easily access the
list views that show only the opportunities that match the criteria, such as closing within 2
weeks or valued at more than $100,000. Creating a custom Lightning Web Component
using a data table for each key attribute (A) might be too complex and time-consuming, and
it might not be compatible with the Experience Builder. Allowing each user to create a filter
for each key attribute and link to the opportunities list view (B) might be too tedious and
inconsistent, and it might not provide a quick and easy way to browse the
opportunities. Configuring a pre-filtered opportunity list view for each key attribute with the
the Experience Builder and the list view component12. References:
List View Component | Salesforce Experience Cloud
Create and Edit List Views | Salesforce Help
Question # 6
A UX Designer is considering the design of arecord creation screen for the custom objectAppointment.Appointment records have to record types: Virtual and In-Person, Virtual appointments mayhave different virtual meeting software options, each with fields specific to it.Which two considerations should be made when creating this record using DynamicForms?Choose 2 answers
A. The use of tabs when creating the record is not allowed. B. The form will not be available on mobile devices. C. All software option sections of the form will always bevisible. D. Fields can be organized into sections.
Answer: A,D
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
DiveTutorial, Dynamic Forms and Actions FAQ | Salesforce Help, Create Dynamic
Forms with Visibility Rules | Salesforce Trailhead
Question # 7
A UX Designer is working on a series of custom Salesforce components for a new website.In which way could the designer accelerate the visual design process?
A. Use separate stylesheets to make implementation easier. B. Build a custom layout in Salesforce and export the underlying code. C. A Leverage the Salesforce Lightning Design System (SLDS) using UI kits or plugins.
Answer: C
Explanation: The Salesforce Lightning Design System (SLDS) is a collection of design
guidelines, components, and resources that enable developers and designers to build
consistent, high-quality, and responsive user interfaces across the Salesforce platform. The
SLDS provides UI kits and plugins for popular design and prototyping tools, such as
Sketch, Adobe XD, and Figma, that allow designers to quickly create mockups and
wireframes using the SLDS components and styles. By leveraging the SLDS, the designer
can accelerate the visual design process and ensure alignment with the Salesforce brand
and best practices. References:
[Salesforce Lightning Design System]
[UI Kits and Plugins]
[UX Designer Certification Prep: Visual Design]
Question # 8
Cloud Kicks has identified a Trusted Advisor persona as their primary focus for the nextiteration.Which key business process defining their work should be analyzed to make sure thedelivered experience fits their needs?
A. Maintaining relationships with existing customers B. Managing sales pipeline and forecasting C. Customizing and administering Salesforce
Answer: A
Explanation: According to the Salesforce Trailhead, the Trusted Advisor persona spends
3+ hours a day maintaining relationships with existing customers. They upsell products,
grow deals, and manage renewals. This persona also spends time prospecting for new
opportunities in existing accounts and gathering requirements from prospects1
Therefore, the key business process that defines their work and should be analyzed to
make sure the delivered experience fits their needs is maintaining relationships with
existing customers. This process involves understanding the customer’s needs, goals,
expectations, and satisfaction, as well as providing them with relevant solutions, support,
and value. The UX Designer should focus on creating a user interface that enables the
Trusted Advisor to easily access and update customer information, communicate and
collaborate with customers, and track and measure customer loyalty and retention23
Managing sales pipeline and forecasting: This is not the key business process that
defines the work of the Trusted Advisor persona, but rather the Data Expert
persona. The Data Expert persona spends 3+ hours a day on reporting and sales
forecasting. They also spend 1–3 hours managing the sales pipeline and tools for
the sales team1
Customizing and administering Salesforce: This is not the key business process
that defines the work of the Trusted Advisor persona, but rather the Sales Leader
persona. The Sales Leader persona spends most of their day managing, coaching,
and training sales reps. They also spendtime managing tools and processes for
sales reps, which includes customizing and administering Salesforce1
References:
Learn About Sales Cloud Personas Unit | Salesforce Trailhead
How to Increase Your Sales with Personas for Salesforce Users | RTS Labs
How to Use Journey Mapping to Improve Employee Engagement
Question # 9
What are three benefits of asking the user to think aloud during a user task? Choose 3answers
A. No special equipment needed B. Natural process C. Unblasedbehavior D. Flexibility E. Raw stream of thought
Answer: A,D,E
Explanation:
Asking the user to think aloud during a user task has the following benefits12:
A. No special equipment needed. Thinking aloud is a simple and low-cost method
that does not require any special equipment or software. The user only needs a
microphone or a phone to record their voice, and the tester only needs a way to
listen and observe the user’s actions.
D. Flexibility. Thinking aloud is a flexible method that can be applied to various
types of tasks, products, and platforms. It can also be conducted remotely or inperson,
synchronously or asynchronously, moderated or unmoderated, depending
on the needs and preferences of the tester and the user.
E. Raw stream of thought. Thinking aloud provides a raw and rich stream of data
that reveals the user’s thoughts, feelings, expectations, assumptions, motivations,
and frustrations as they interact with the product. It can help the tester to
understand the user’s mental model, decision-making process, and satisfaction
level.
References: Thinking Aloud: The #1 Usability Tool, Thinking Aloud: What is it and for which
digital product is it worthwhile?
Question # 10
What are three benefits of asking the user to think aloud during a user task? Choose 3answers
A. No special equipment needed B. Natural process C. Unblasedbehavior D. Flexibility E. Raw stream of thought
Answer: A,D,E
Explanation:
Asking the user to think aloud during a user task has the following benefits12:
A. No special equipment needed. Thinking aloud is a simple and low-cost method
that does not require any special equipment or software. The user only needs a
microphone or a phone to record their voice, and the tester only needs a way to
listen and observe the user’s actions.
D. Flexibility. Thinking aloud is a flexible method that can be applied to various
types of tasks, products, and platforms. It can also be conducted remotely or inperson,
synchronously or asynchronously, moderated or unmoderated, depending
on the needs and preferences of the tester and the user.
E. Raw stream of thought. Thinking aloud provides a raw and rich stream of data
that reveals the user’s thoughts, feelings, expectations, assumptions, motivations,
and frustrations as they interact with the product. It can help the tester to
understand the user’s mental model, decision-making process, and satisfaction
level.
References: Thinking Aloud: The #1 Usability Tool, Thinking Aloud: What is it and for which
digital product is it worthwhile?
Question # 11
Which elements of visual design should be used to better translate style and brandingguidelines?
A. Typography, Color, Imagery B. Wireframes, Personas, Blueprints C. Sketching, Wireframes, Storyboards
Answer: A
Explanation: In visual design, especially within the context of translating style and
branding guidelines, certain elements play crucial roles in ensuring that the design
effectively communicates the intended brand identity and aesthetic. These elements
include:
Typography:The choice of fonts and how text is styled and arranged can
significantly impact the brand's voice and how content is perceived by the
audience. Typography can convey feelings, create hierarchy, and guide the user's
attention through the design.
Color:Color schemes are fundamental in visual design as they can evoke
emotions, communicate brand values, and improve the user's experience by
creating visual interest and guiding focus.
Imagery:The use of images, icons, illustrations, and other visual media must align
with the brand's style and values. Imagery can help tell a brand's story, convey
complex information quickly, and connect with users on an emotional level.
Options B and C, such as Wireframes, Personas, Blueprints, Sketching, and Storyboards,
are crucial in the early stages of the design process for conceptualization and planning but
do not directly translate style and branding guidelines in the same way that typography,
color, and imagery do.
Question # 12
A company provides away for customers to shop for homes and contact real estate agentsonline. The company’s brokers use some of the Salesforce standard functionality to trackhome buyers.Which three standard Salesforce objects should be used in this experience?Choose 3 answers
A. Property B. Lead C. Contact D. Opportunity E. Address
Answer: B,C,D
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
Question # 13
A UX Designer is tasked with ensuring Lightning App Builder apps are mobile-friendly,including interactive elements.What should be the minimum touch screen target size for interactive elements on mobiledevices?
A. 24 pixels wide x 24 pixels tall B. 44 pixels wide x 44 pixels tall C. 64 pixels wide x 64 pixels tall
Answer: B
Explanation: According to the Salesforce Lightning Design System, the minimum touch
screen target size for interactive elements on mobile devices is 44 pixels wide x 44 pixels
tall. This size ensures that users can easily tap the elements without accidentally hitting the
wrong ones or missing them entirely. The touch target size also takes into account the
average finger size and the device resolution. Smaller touch targets may cause frustration
and errors for users, especially those with low vision, motor impairments, or large
A UX Designer is customizing the look and feel of a site using Experience Builder andneeds to choose a color for the text and the background of the buttons.Which accessibility guideline should be considered?
A. Adaptable B. Distinguishable C. Navigable
Answer: B
Explanation: The accessibility guideline of distinguishable means that the information and
user interface components must be presented to users in ways that are perceptible. This
includes using sufficient contrast between text and background colors, providing text
alternatives for non-text content, and making it easier for users to see and hear content.
When choosing a color for the text and the background of the buttons, the UX Designer
should consider the contrast ratio between them, which should be at least 4.5:1 for normal
text and 3:1 for large text. This will ensure that the buttons are visible and readable for
users with different visual abilities. References:
[1]: Web Content Accessibility Guidelines (WCAG) 2.1, Principle 1: Perceivable
[2]: Web Content Accessibility Guidelines (WCAG) 2.1, Success Criterion 1.4.3
Contrast (Minimum)
Question # 15
A UX Designer is limited to one standard Order record page layout in Sales Cloud. It isshared between internal and external users.Which page layout feature should be used to control the visibility between users?
A. Audience Targeting B. Field-Level Security C. Dynamic Forms
Answer: A
Explanation: Audience targeting is a page layout feature that allows admins to create
different versions of a Lightning page for different audiences, such as user profiles, roles,
or permissions. Audience targeting can be used to control the visibility of the entire page or
specific components on the page, such as tabs, fields, or sections. Audience targeting can
help create personalized and relevant experiences for different types of users, and reduce
the need for multiple page layouts1.
Audience targeting is the most suitable feature for the UX Designer to use in this case,
because it can help them customize the Order record page layout for internal and external
users, without creating separate page layouts. For example, the UX Designer can use
audience targeting to show or hide certain fields, sections, or tabs based on the user’s
profile or permission set. This way, the UX Designer can ensure that each user sees only
the information that is relevant and appropriate for them.
Field-level security is a feature that allows admins to restrict the access and editability of
fields for different users, based on their profiles or permission sets. Field-level security can
help protect sensitive or confidential data, and enforce data quality and integrity. However,
field-level security does not affect the visibility of fields on the page layout, only the access
and editability. Field-level security also does not apply to other components on the page,
such as tabs or sections2.
Dynamic forms is a feature that allows admins to add, group, and reorder fields and
sections on a Lightning page using the Lightning App Builder. Dynamic forms can help
create flexible and dynamic page layouts that can adapt to different contexts and
scenarios. Dynamic forms also support visibility rules, which can be used to show or hide
fields or sections based on filters or conditions. However, dynamic forms are not available for all standard objects, and they do not support audience targeting. Dynamic forms also do
not affect the visibility of other components on the page, such as tabs34.
Security Guide - Salesforce Developers 3: Dynamic Forms Tips and Considerations -
Salesforce 4: Salesforce Dynamic Forms: Overview & Deep Dive Tutorial
Question # 16
Cloud Kicks' digital support representatives have different needs and requirements forKnowledge articles than customers. Customers need to see:• Some Knowledge articles, not all• Articles organized in different categories• Different fields than support representativesWhich consideration should be made when determining how to present Knowledge articlesto each audience?
A. Separate articles should be written for each audience, with only relevant information. B. Page layouts or permissions can display only the fields needed for each audience. C. Topics within a customer site must be organized the same as internal data categories.
Answer: B
Explanation: The best way to present Knowledge articles to different audiences is to use
page layouts or permissions to display only the fields needed for each audience. This way,
the same article can be reused for both internal and external users, but with different levels
of detail and visibility. Page layouts can control which fields are shown on the article detail
page, and permissions can control which fields are searchable and editable. This is more
efficient and consistent than writing separate articles for each audience, which would
require more maintenance and duplication. Topics and data categories are different ways
of organizing articles, but they do not affect the fields that are displayed. Topics are used for external sites, such as communities or portals, and data categories are used for internal
sites, such as the Salesforce app. They can be mapped to each other, but they do not have
to be organized the same way. References:
5 Best Practices for Salesforce Knowledge
The Ultimate Guide to Salesforce Knowledge
How to Write a Good Knowledge Base Article
Prepare Your Salesforce Knowledge Base
Question # 17
A UX Designeris analyzing their Experience Cloud site, enabled for Knowledge articles,and is using the Featured Topic component to display content.Which UI configuration should be used to further individualize each featured topic?
A. Add a description displayed onmouse hover further description each topic. B. Select and upload SVG Icons that represent each featured topic. C. Select and upload images that represent each featured topic. D. Add a description under the topic label further describing each topic.
Answer: C
Explanation: The UI configuration that should be used to further individualize each
featured topic is to select and upload images that represent each featured topic. This
option allows the UX Designer to customize the appearance of the Featured Topic
component and make it more visually appealing and engaging for the users. The images
can help to convey the meaning and relevance of each topic and attract the users’
attention. The images can also create a consistent and branded look for the Experience
Cloud site.
References:
: Featured Topic Component
: Customize the Featured Topic Component This allows users to easily distinguish between different topics and quickly scan for relevant
topics. Salesforce documentation on the Featured Topics component states that “You can
add a description for each featured topic, which appears in the user interface below the
Cloud Kicks wants its Salesforce app to represent company branding and comply with WebContent Accessibility Guidelines (WCAG) 2.1.What should they consider about themes and branding?
A. Salesforce automatically updates the selected brand color to make it accessible; thisshould overridden to select the colors manually. B. There is a default WCAG complaint Salesforce color theme; only brand color can beupdated. C. The color palette is auto-generated based on the brand color to be WCAG compliant.
Answer: C
Explanation: Themes and branding allow Salesforce app developers to customize the look
and feel of their apps to match their company’s branding and accessibility standards. One
of the features of themes and branding is the ability to select a brand color, which is the
primary color used for buttons, links, and highlights. Salesforce automatically generates a
color palette based on the brand color, which includes accessible colors that meet the
WCAG 2.1 contrast ratio guidelines. This ensures that the app is visually appealing and
accessible to users with different color vision abilities. Developers can also customize other
aspects of the theme, such as the logo, page background, and default font. References:
[Themes and Branding Basics], [Accessibility in Salesforce]
Question # 19
A UX Designer wants to inform user stories based on user value and development effort.Which method should be used?
A. Card Sorting B. Prioritization Matrix C. Customer Journey Map
Answer: B
Explanation: A prioritization matrix is a method that helps UX designers to inform user
stories based on user value and development effort. A prioritization matrix is a table that
compares different user stories or features based on two criteria: user value and
development effort. User value is the benefit or satisfaction that the user will get from using
the feature. Development effort is the time, cost, and complexity involved in building the
feature. By plotting user stories or features on a prioritization matrix, UX designers can
identify which ones are high-value and low-effort, which ones are high-value and higheffort,
which ones are low-value and low-effort, and which ones are low-value and higheffort.
This helps UX designers to prioritize the user stories or features that will deliver the
most value to the user with the least amount of effort, and to deprioritize or eliminate the
ones that will deliver the least value to the user with the most amount of effort. A
prioritization matrix can also help UX designers to communicate and align with
stakeholders and developers on the scope and feasibility of the
project. References: Prioritize User Stories and Features Unit | Salesforce Trailhead, How
to Prioritize User Stories (and Build the Right Features), Salesforce User Experience (UX)
Designer Certification Guide & Tips
Question # 20
It is recommended to carefully consider which demographic data and for what purpose isfed into an AI model.Which reason explains this?
A. To avoid societal bias B. To avoid unconscious confirmation bias C. To avoid interaction bias
Answer: A
Explanation: Demographic data is data that describes the characteristics of a population
or a group of people, such as age, gender, race, ethnicity, income, education, or
occupation. Demographic data can lead to bias if it is used to discriminate or treat people differently based on their identity or attributes. Demographic data can also reflect existing
biases or stereotypes in society or culture, which can affect the fairness and ethics of AI
systems. Societal bias is the bias that results from the social norms, values, and
expectations of a society or a culture. Societal bias can influence how people perceive,
judge, and behave toward others, especially those who are different from them. Societal
bias can also be embedded in the data that is used to train or validate AI models, which
can then propagate or amplify the bias in the AI outputs or decisions. Therefore, it is
recommended to carefully consider which demographic data and for what purpose is fed
into an AI model, to avoid societal bias and its negative
consequences. References: Salesforce AI Associate: How to Avoid Bias from Demographic
Data in AI Models, Recognize Bias in Artificial Intelligence Unit | Salesforce
Trailhead, Designing Personalized User Experiences with Data AI | Salesforce
Question # 21
Cloud Kicks wants to create a new service experience, increasing user satisfaction forinternal and external users Both a customer community and a service console win becreated.Which tool should a UX Designer use to document user goals, common tasks, and painpoints?
A. Storyboards B. Wireframes C. User Personas D. User Journeys
Answer: C
Explanation:
To document user goals, common tasks, and pain points for a new service experience, the
tool that a UX Designer should use is user personas. User personas are fictional
representations of the target users, based on real data and research. User personas help
the designer to understand the needs, motivations, behaviors, and expectations of the
users, as well as their challenges and frustrations. User personas can also help the
designer to prioritize features, create scenarios, and design solutions that are relevant and
meaningful for the users. References: : UX Designer Certification Prep: Designing for User
Research | Trailhead : User Personas | Salesforce Developer Guide
Question # 22
A UX Designer is asked to build a solution in Salesforce to accommodate a call center'sprocess and make it easier for them to log complaints.How should the designer illustrate the existing process, including the pain points andopportunities?
A. Observe the complaints process and create a business process diagram. B. Observe the complaints process and create a journey map. C. Observe the complaints process and create a prototype.
Answer: B
Explanation: The best way for the designer to illustrate the existing process, including the
pain points and opportunities, is to observe the complaints process and create a journey
map. A journey map is a visual representation of the customer’s or user’s experience with a
product or service, from their perspective. It shows the steps, interactions, thoughts,
feelings, touchpoints, context, and opportunities for improvement along the way. A journey
map can help the designer to understand the current state of the complaints process,
identify the pain points and gaps, and prioritize the areas for intervention. A journey map
can also help to communicate the user’s needs and expectations to the stakeholders and
developers, and align them on a common vision for the solution. References:
: Start Your Journey Map Unit | Salesforce Trailhead
: Add Journey Mapping to Your Solution Toolbox Unit | Salesforce Trailhead
: Customer Journey Mapping Resources - Salesforce
Question # 23
A UX Design team is doing a review of a new Lightning Web Component (IWC). They arefollowing the Salesforce Lightning Design System (SLDS) block, element, modifier (BEM)naming conventions.Which class does NOT follow this convention?
A. .slds-avatar_circle B. .slds-box C. .slds--size-l-of-2
Answer: C
Explanation: The SLDS BEM naming convention consists of three parts: block, element,
and modifier. A block is a standalone component that can be reused across projects, such
as a button, a card, or a modal. An element is a part of a block that has no standalone
meaning, such as a label, an icon, or a header. A modifier is a flag that changes the
appearance or behavior of a block or an element, such as size, color, or state. The modifier
is separated from the block or element by two hyphens (–), and can have a value
separated by a single hyphen (-), such as .slds-button–brand or .slds-button–neutral. The
class .slds–size-l-of-2 does not follow this convention because it has no block or element
name before the modifier. It should be something like .slds-grid–size-l-of-2 or .sldscol–
size-l-of-2. References:
[1]: Salesforce Lightning Design System - Introduction
[2]: Salesforce Lightning Design System - Naming Con
Question # 24
Cloud Kicks is considering whether it should implement the Standard Salesforce Navigationor use the Console for its Sales team.What is one requirement that could lead to recommending the Console?
A. Need for viewing multiple list views at the same time B. Ability to toggle between multiple records C. Work that is mostly in the field
Answer: B
Explanation: The Console is a tab-based workspace that allows users to access multiple
records and related information on a single screen. This can help users who need to switch
between different records quickly and easily, without losing context or wasting time. For
example, a salesperson who needs to compare different opportunities, check account
details, or update contact information can benefit from using the Console. The Standard
Salesforce Navigation, on the other hand, only allows users to open one record at a time,
which can be limiting for some use cases. References: : Salesforce Console : Explore the
Service Console
Question # 25
Cloud kicks wants to hire a deal closer.Which three activities wouldsomeone in this role do each day?Choose 3 answers
A. Update existing prospect and customer records. B. Log activities such as calls, emails, and notes. C. Review and work through their list of leads or opportunities. D. Create cases from issues. E. Customize and administer Salesforce.
Answer: A,B,C
Explanation: A deal closer is someone who is responsible for closing sales deals with
prospects and customers. They need to update existing prospect and customer records to
keep track of their interactions and status. They also need to log activities such as calls,
emails, and notes to document their communication and follow-ups. They also need to
review and work through their list of leads or opportunities to prioritize their tasks and
identify the best prospects to focus on. These activities are essential for a deal closer to
manage their pipeline and achieve their sales goals. Creating cases from issues and
customizing and administering Salesforce are not activities that a deal closer would do
each day. These are more likely to be done by a customer service agent or a Salesforce
administrator, respectively. References: [Salesforce Certified User Experience Designer
Cloud Kicks' development team is working on the build of a new custom component usingVS Code. They often have new CSS classes and properties conflicting with the SalesforceLightning Design System (SLDS),What should simplify working with SLDS in Lightning Components?
A. Install SLDS creator from AppExchange B. Install SLDS Validator extension for VS Code C. Install Lightning Design System Plugin for Sketch
Answer: B
Explanation: The best option to simplify working with SLDS in Lightning Components is to
install SLDS Validator extension for VS Code. This extension (salesforcedx-vscode-slds)
scans the markup of the components, validates it against the SLDS documentation, and
provides suggestions on how to improve the code1. It also offers syntax highlighting, code
completion, and context awareness for SLDS tokens and utility classes1. By using this
extension, the development team can avoid CSS conflicts, follow SLDS best practices, and
create consistent and accessible components2.
Installing SLDS creator from AppExchange is not a valid option, as there is no such app
available on the AppExchange. The AppExchange is a marketplace for Salesforce apps,
components, and consulting services, not for VS Code extensions3.
Installing Lightning Design System Plugin for Sketch is also not a valid option, as it is not
related to VS Code or Lightning Components. Sketch is a design tool that allows users to
create wireframes, mockups, and prototypes4. The Lightning Design System Plugin for
Sketch is a plugin that provides SLDS components, icons, and styles for Sketch users. It
can help designers to create consistent and compatible designs, but it cannot help
developers to work with SLDS in VS Code.
References:
SLDS Validator - Visual Studio Marketplace SLDS Validator for VS Code - Lightning Design System
AppExchange: Salesforce’s Leading Enterprise Cloud Marketplace
Sketch — The digital design toolkit
[Lightning Design System Plugin for Sketch]
Question # 27
A UX Designer interviews a user who spends most of their time moderating forums,enforcing community standards, and providing member support.Which Salesforce persona does this user align with?
A. Site Admin B. Community Manager C. Support Manager
Answer: B
Explanation: A Community Manager is a Salesforce persona who is responsible for
creating, managing, and moderating online communities that connect customers, partners,
and employees. They spend most of their time engaging with community members,
enforcing community standards, and providing member support. A Community Manager
aligns with the user who performs similar tasks in moderating forums. References: :
Salesforce Personas : Community Manager Roles and Responsibilities
Question # 28
Which feature is provided in the Salesforce Lightning Design System (SLDS) for designersand developers?
A. A library of Lightning Web Components B. Semantic and accessible component markup C. ES6 JavaScript modules and plugins
Answer: B
Explanation:
The Salesforce Lightning Design System (SLDS) is a CSS framework that helps designers
and developers create applications with the look and feel of Lightning Experience. SLDS
provides a library of design tokens, icons, components, utilities, and patterns that can be
used to build consistent, responsive, and accessible user interfaces1. One of the features
that SLDS provides for designers and developers is semantic and accessible component
markup. Semantic markup means using HTML elements that describe the meaning and
structure of the content, rather than just the presentation. For example, using <h1> for a
main heading, <p> for a paragraph, or <button> for a button. Semantic markup helps to
improve the readability, maintainability, and SEO of the code2. Accessible markup means
using HTML attributes and techniques that enhance the usability and accessibility of the
content for people with disabilities. For example, using aria-label to provide a descriptive
label for an element, role to indicate the function of an element, or tabindex to control the
keyboard focus order. Accessible markup helps to ensure that the content can be
perceived, understood, operated, and interacted with by people using assistive
technologies, such as screen readers, keyboards, or voice commands3. SLDS provides semantic and accessible markup for its components, which are reusable UI elements that
can be customized and composed to create complex interfaces. SLDS components follow
the Web Content Accessibility Guidelines (WCAG), which are the international standards
for web accessibility4. SLDS components also use the BEM (Block Element Modifier)
naming convention, which is a methodology for creating clear and consistent class names
for CSS selectors5. By using SLDS components, designers and developers can create
user interfaces that are not only visually appealing, but also meaningful and accessible for
everyone. References: Introduction to the Salesforce Lightning Design System, Semantic
HTML: How to Structure Web Pages, Accessible Rich Internet Applications (WAIARIA),
Web Content Accessibility Guidelines (WCAG) Overview, BEM — Block Element
Modifier
Question # 29
A UX Designer wants to customize the end user's Salesforce app experience.Which administrative capability should be used for mobile navigation menu setup?
A. Menu tabs can be based on different user types. B. Menu tabs visibility is based on user location. C. Menu tabs can be Visualforce and Lightning pages.
Answer: C
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]
Question # 30
A developer is creating a Lightning Web Component (LWC) and wants to make sure thevisual experience is consistent with Cloud Kicks’ branding. The developer asks their UXDesigner about the Salesforce Lightning Design System (SLDS) stylinghooks.How should the designer describe them?
A. They use standard CSS properties to directly style HTML elements. B. They use standard CSS properties to easily style base and custom components. C. They use custom CSS properties to directly style HTML elements. D. They use custom CSS properties to easily style base and custom components.
Answer: D
Explanation: Styling hooks are CSS custom properties that allow developers to customize
the appearance of base and custom components in a consistent and supported way. They
work with web components and shadow DOM, which provide encapsulation and modularity
for LWC. Styling hooks use the --slds namespace and follow a naming convention that
reflects the component, category, property, attribute, and state of the element being styled.
For example, --slds-c-button-brand-color-background-hover is a styling hook for the button
component, brand category, color background property, and hover state. Styling hooks can
be declared in the CSS file of the LWC or in a global CSS file that affects all components
on the page. Styling hooks are not standard CSS properties, but custom ones that are
defined by SLDS and applied to the components using the var() function. References:
–dxp Styling Hooks | LWR Sites for Experience Cloud | Salesforce Developers The Salesforce Lightning Design System (SLDS) styling hooks use standard CSS
properties to easily style base and custom components. Salesforce documentation states
that “SLDS styling hooks are CSS classes that give you access to the same styling used in
the Salesforce Lightning Design System. They make it easy to style base and custom
Cloud Kicks (CK) has made a commitment to incorporating human-centered design and isnow collaborating with its Sales team to redesign some of its key sales processes inSalesforce.Which conceptual approach would describe CK's new design solutions?
A. V2MOM B. Agile C. Desirable, Feasible, Viable
Answer: C
Explanation: Cloud Kicks’ new design solutions would be described by the conceptual
approach of desirable, feasible, and viable. This approach is based on the human-centered
design (HCD) methodology, which aims to create solutions that meet the needs,
preferences, and expectations of the users or customers, while also being technically
possible and economically sustainable. HCD is a creative problem-solving process that
starts with identifying the user’s problems and ends with creating solutions that address
them. The desirable, feasible, and viable framework helps designers evaluate their
solutions according to these three criteria:
Desirable: A solution that people want or need, that solves a real problem for
them, and that provides a meaningful and relevant experience.
Feasible: A solution that can be created with new or existing technology, that is within the scope and capabilities of the organization, and that can be tested and
validated.
Viable: A solution that fits the organization’s business model, that generates value
for the stakeholders, and that is sustainable in the long term.
By applying this framework, Cloud Kicks can ensure that its new design solutions for its
sales processes in Salesforce are not only user-friendly, but also technically sound and
profitable. This can help Cloud Kicks achieve its business goals, while also delivering more
satisfying and delightful customer experiences.
References:
Explore Human-Centered Design
IDEO’s Desirability, Viability, Feasibility Framework: A Practical Guide
Question # 32
A UX Designer has been tasked with designing a custom Lightning Web Component(LWC) that uses the Salesforce Lightning Design System (SLDS).Where on the SLDS website should the designer find accessible HTML and CSS used tocreate components along with implementation guidelines?
A. Component Blueprints B. Design Tokens C. Development Tools
Answer: A
Explanation: The best place on the SLDS website for the designer to find accessible
HTML and CSS used to create components along with implementation guidelines is the
Component Blueprints1. Component Blueprints are framework-agnostic, accessible HTML
and CSS that provide the basic structure and style for Lightning components1. The
designer can use the Component Blueprints to create custom Lightning Web Components
that are consistent with the Lightning Design System. Design Tokens (B) are not the best
place to find HTML and CSS, as they are variables that store design attributes, such as
implementation guidelines, as they are tools and resources that help developers build and
test Lightning components, such as VS Code extensions, LWC recipes, and Playground3.
References:
Component Blueprints | Salesforce Lightning Design System
Design Tokens | Salesforce Lightning Design System
Development Tools | Salesforce Lightning Design System
Question # 33
During discovery, a UX Designer finds that most sellers like the idea of using the utility barfor easy access and productivity.Which three standarduse cases could be recommended for using the utility bar to enhancethe user experience? Choose 3 answers
A. Quick access to Lightning Dialer B. Perform common tasks without navigating away from page C. Access to view a list of records favorited for quickaccess D. Access to a consistent custom help menu across the org for all users E. Access at any time to a customized set of items specific to an app
Answer: B,C,E
Explanation: The utility bar is a fixed footer that gives users quick access to productivity
tools, such as notes, history, and recent items. It can be customized for each Lightning app
to enhance the user experience and efficiency. Some of the standard use cases for using
the utility bar are:
Perform common tasks without navigating away from the page: Users can use the
utility bar to perform tasks such as creating notes, logging calls, or sending emails
without leaving their current context. This reduces the need for switching tabs or
opening new windows, and saves time and clicks.
Access to view a list of records favorited for quick access: Users can use the utility
bar to access their favorites, which are records, lists, groups, or other items that
they have marked with a star icon for easy access. This allows users to quickly
navigate to the items they use most frequently, and organize them in a
personalized way.
Access at any time to a customized set of items specific to an app: Users can use
the utility bar to access items that are relevant and useful for the app they are
using. For example, in the Sales app, users can access the Lightning Dialer, the
Assistant, or the Today’s Events utility. In the Service app, users can access the
Omni-Channel, the Macros, or the Case Timer utility. The utility bar can be
configured to show different items for different apps, depending on the user’s
needs and preferences.
References:
: User Experience Designer Certification Prep: Module 5: Design User Interfaces
: Lightning App Builder: Utility Bar
Question # 34
Sales managers want their team members to help each other close Opportunities. TheOpportunity and Account organization-wide defaults are private. To grant Opportunityaccess tosales reps on the same team, owner ship-based sharing rules were created foreach team.What is the side effect of this approach?
A. All sales reps will have Read access to Accounts for all Opportunities. B. Sales Reps on the same team will have Edit access to the Accounts for Opportunitiesowned by then team members. C. Sales reps on the same team will have Read access to the Accounts for Opportunitiesowned by their team members. D. All sales reps will have Read access to all Accounts.
Answer: C
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 |
A UX Designer atCloud Kicks is having difficulty getting its developers to see why thedesign changes would improve the user experience.How should the designer help mitigate pushback from developers?
A. Invite them to user testing. B. Ask a manager or superior to doit. C. Let them know the designer is the expert. D. Hand them a printout of the design
Answer: A
Explanation:
Inviting developers to user testing is a good way to help them see the value of the design
changes and understand the user needs and pain points. User testing is a method of
evaluating a product or service by observing how real users interact with it and collecting
feedback. By witnessing the user testing sessions, developers can see how the design
changes improve the user experience, such as increasing usability, satisfaction,
engagement, or conversion. User testing can also help developers empathize with the
users and collaborate better with the designer. References: [User Testing]
Question # 36
A UX Designerhas created a new form for a call center that takes special deliveryinformation from its customers.The designer wants to ensure the call center staff finds the form easy and intuitive to use.Which kind of testing should be conducted to validate this?
A. Usability Testing B. Survery C. Focus Groups D. Qualitative
Answer: A
Explanation: Usability testing is a type of testing that evaluates how easy and intuitive a
product or service is to use by observing real users performing specific tasks. Usability
testing can help the UX Designer to measure the effectiveness, efficiency, and satisfaction
of the new form for the call center staff. Usability testing can also help to identify any
usability issues or areas for improvement in the form design. Usability testing can be
conducted in various ways, such as moderated or unmoderated, remote or in-person,
qualitative or quantitative, or using various tools and methods12. References:
Usability Testing
Usability Testing Methods
Question # 37
Cloud Kicks (CK) has finished conducting research and has synthesized the findings. CKnowplans to collaboratively redesign services with stakeholders to address issuesuncovered in the study.Which process should be used?
A. Service-Blueprinting Workshop B. Management Committee Meeting C. Pitch Session D. Service Usability Testing
Answer: A
Explanation:
A service-blueprinting workshop is a process that involves mapping out the flow of a
service, identifying the touchpoints, actors, processes, and systems that are involved, and
highlighting the pain points and opportunities for improvement. A service-blueprinting
workshop is a collaborative and creative way to redesign services with stakeholders, as it
allows them to see the big picture, empathize with the users, and co-create solutions. A
service-blueprinting workshop is suitable for Cloud Kicks (CK) after they have finished
conducting research and synthesizing the findings, as it will help them address the issues
uncovered in the study and design better service experiences for their
customers. References: Service Design Service Blueprints, How to create a service
blueprinting facilitation guide, Workshop exercise: Service Blueprint
Question # 38
Cloud Kicks (CK) wants to determine whether or not the Experience Cloud site it islaunching is intuitive. CK’s UX Designer is going to conduct a usability study.What shouldbe one of the first steps when planning this study?
A. Define the goals of the study. B. Design changes to the site. C. Design the information architecture. D. Analyze the results of the study.
Answer: A
Explanation: A usability study is a method of evaluating how easy and intuitive a product
or service is to use by observing real users performing specific tasks. It can help identify
usability issues, user needs, and user satisfaction. One of the first steps when planning a
usability study is to define the goals of the study, which are the questions that the UX
designer wants to answer or the hypotheses that they want to test. The goals of the study
will guide the selection of the participants, the tasks, the metrics, and the methods of the
study. For example, if the goal of the study is to find out how users navigate the Experience
Cloud site, the UX designer might choose to use a task-based usability test with eyetracking
and think-aloud techniques. References:
: User Experience Designer Certification Prep: Module 4: Analyze User Research
Data
: User Experience Designer Certification Prep: Module 6: Validate User Interfaces
Question # 39
Cloud Kicks wants to implement its company colors in all UIcomponents, like buttons andicons, using a custom themes.How does the Salesforce Lightning Design System (SLDS) ensure the UI components alignwith the theme?
A. Design tokens prefixed with "brand" B. JS libraries loaded from a static resource C. CSS Hexcolors D. Builder panels
Answer: A
Explanation:
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 provides UI components, icons, fonts, colors, and more that follow the best
practices and accessibility standards of Salesforce. One of the features of SLDS is the
ability to create custom themes that reflect the brand identity and personality of a company
or an app. Custom themes can be implemented using design tokens, which are variables
that store the values of the UI elements, such as colors, sizes, spacing, fonts, etc. Design
tokens can be overridden or customized to change the appearance of the UI components
without modifying the CSS or HTML code. To implement the company colors in all UI
components, such as buttons and icons, using a custom theme, the UX designer should
use the design tokens prefixed with “brand”, such as $brand-primary, $brandsecondary,
$brand-accessible, etc. These design tokens control the color scheme of the UI
components and can be assigned the values of the company colors. For example, to
change the color of the primary button to the company’s blue color, the UX designer can
use the following design token:
$brand-primary: #0070d2;
References:
: User Experience Designer Certification Prep: Module 7: Implement User
Which goal would be important in undertaking a Consequence Scanning exercise beforelaunching a new product?
A. Reframe the product objectives from multiple, diverse perspectives. B. Encourage team well-being through collaboration. C. Identify the best angle for positive launch press coverage.
Answer: A
Explanation: Consequence scanning is a practice that helps teams to consider the
potential consequences of their product or service on people, communities, and the
planet1. It is an agile tool that fits within an iterative development cycle and allows teams to
identify and mitigate risks, as well as focus on positive outcomes2. One of the goals of
consequence scanning is to reframe the product objectives from multiple, diverse
perspectives. This means that the team can explore how different stakeholders, such as
users, organisations, or society, might be affected by the product or service, both
intentionally and unintentionally2. By doing so, the team can ensure that the product or
service aligns with their values and culture, and that they are aware of the trade-offs and
implications of their decisions2. Reframing the product objectives from multiple, diverse
perspectives can also help the team to discover new opportunities, generate innovative
solutions, and increase user satisfaction and trust3.
Encouraging team well-being through collaboration and identifying the best angle for
positive launch press coverage are not the primary goals of consequence scanning,
although they might be beneficial side effects. Consequence scanning is not a PR exercise,
but a way to ensure responsible innovation and ethical design2. While consequence
scanning can foster team collaboration and communication, it is not a team-building
activity, but a way to share knowledge and expertise and raise concerns in a dedicated
format2. References:
Consequence scanning: How to mitigate risks in your service
Consequence Scanning – an agile practice for responsible innovators
What is consequence scanning?
Question # 41
Cloud Kicks (CK) is implementing its brand style guide using out-of-the box ExperienceBuilder features. CK wants to avoid custom solutions.Which declarative option could be used?
A. A Apply brand fonts and colors. B. Use a different template. C. Update global CSS.
Answer: A
Explanation: To implement a brand style guide using out-of-the box Experience Builder
features, the best option is to apply brand fonts and colors. This can be done by using
themes and branding sets in Experience Builder. Themes are collections of information that
define the visual flow of a site, such as colors, fonts, and spacing. Branding sets are groups
of assets that can be applied to a theme, such as logos, images, and icons. By using
themes and branding sets, CK can customize the look and feel of their site without coding
or using a different template. References: Add Style to Your Experience Builder Site with
Themes, Use Branding Sets in Experience Builder
Question # 42
Cloud Kicks (CK) wants gamified learning content for its internal users and leadership. CKwants to create a custom product training as a part of the experience.What should be recommended?
A. In-app prompts to provide access to video content B. Sandbox to experiment with the product C. Enablement Site to build and assign custom modules
Answer: C
Explanation: An Enablement Site is a custom-branded site that allows users to access
learning content, such as modules, trails, and trailmixes, from Trailhead. It also allows
admins to create and assign custom modules that are specific to their organization’s needs
and goals. An Enablement Site can be used to gamify the learning experience by adding
badges, points, and leaderboards. An Enablement Site can also provide analytics and
reports on the learners’ progress and performance. Therefore, an Enablement Site is the
best option for Cloud Kicks to create a gamified learning content for its internal users and
leadership, as well as a custom product training. References:
[Trailhead: Enablement Site Basics]
[Trailhead: Create Custom Modules for Your Enablement Site]
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