Salesforce User Experience Designer Updated Dumps

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User Experience
Designer
Exam Name: Salesforce Certified User Experience
Designer
Full version: 210 Q&As
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1. Cloud Kicks (CK) allows its partners to manage leads and opportunities. CK's relationship
manager has requested that partners are able to quickly browse and see their opportunities
segmented by key attributes:
If the opportunity is closing within 2 weeks If it is valued at more than $100,000.
Which 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 list view.
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 partner group © is a simple and effective solution that leverages the
existing functionality of the Experience Builder and the list view component12.
Reference: List View Component | Salesforce Experience Cloud
Create and Edit List Views | Salesforce Help
2. 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
A. Docked Utility Bar
B. List View - Split View
C. Dynamic Forms
D. Activity Timeline
Answer: A B
Explanation:
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A docked utility bar is a Salesforce configuration feature that allows users to access common
productivity tools, such as notes, history, or macros, from a fixed footer at the bottom of the
screen1. A list view - split view is a Salesforce configuration feature that allows users to see a
list view and a record side by side in a split-screen layout2. These two features can help the IT
help desk team quickly resolve queued cases by providing them with a persistent place to
create notes and the ability to view their case queue while working a particular case. Dynamic
forms and activity timeline are not relevant for this scenario, as they do not address the
requirements of the IT help desk team.
Reference: Utility Bar - Salesforce Help and Split View - Salesforce Help
3. Cloud Kicks (CK) isgoing to conduct some interviews surveys with users to better understand
their
Purchasing habits. CK’s UX Designer wants to get the most accurate view of customers’
purchasing behaviors using these research methods.
Which two response biases should the designer be aware of when interviewing or surveying
users? Choose 2 answers
A. Social Desirability Bias
B. Randimized Bias
C. Objectivity Bias
D. Recency Bias
Answer: A,D
Explanation:
When interviewing or surveying users, the UX designer should be aware of the following
response biases that can affect the accuracy of the data collected:
Social desirability bias: This is the tendency of respondents to answer questions in a way that
they think will make them look good or conform to social norms and expectations. For example,
when asked about their purchasing habits, respondents may underreport their spending on
luxury items or impulse buys, or overreport their spending on charitable causes or
environmentally friendly products. Social desirability bias can be reduced by ensuring anonymity
and confidentiality, using indirect or less sensitive questions, or using implicit measures12.
Recency bias: This is the tendency of respondents to recall and emphasize the most recent
events or experiences, rather than the ones that occurred earlier or more frequently. For
example, when asked about their purchasing habits, respondents may base their answers on
their last purchase or the last month, rather than their average or typical behavior over a longer
period of time. Recency bias can be reduced by using specific and clear time frames, using
multiple sources of data, or using longitudinal methods34.
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Reference:
: [What Is Response Bias? | Definition & Examples]
: [Types of User Research Bias and How to Avoid It in Your UX Design]
: [Social Desirability Bias: Definition, Examples, and Solutions]
: [Recency Bias: Definition, Examples, and Solutions]
: [Recency Bias in User Research]
: [Social Desirability Bias in Survey Research]
4. A UX Designer is using the human-centered design approach to redesign a portal that
medical staff use to report on patient demographics.
Which activity should come first in the process?
A. Observing the medical staff while they use their existing portal
B. Estimating the cost to complete development of the portal
C. Writing technical requirements for how the portal should function
D. Designing a mockup of how the new portal will look
Answer: A
Explanation:
The human-centered design approach is a problem-solving technique that puts real people at
the center of the development process, enabling designers to create products and services that
resonate and are tailored to the audience’s needs. The human-centered design approach
typically involves four stages: clarify, ideate, develop, and implement1. The first stage, clarify, is
dedicated to collecting data and observing the users to clarify the problem and how to solve it.
Rather than developing products based on assumptions, designers conduct user research and
assess user needs to determine what the users want. The clarify stage requires empathy?the
capability of understanding another person’s experiences and emotions. Designers need to
consider the users’ perspectives and ask questions to determine what products they’re
currently using, why and how they’re using them, and the challenges they’re trying to solve2.
Therefore, the activity that should come first in the human-centered design process is observing
the medical staff while they use their existing portal. This activity will help the UX designer to
understand the context, the goals, the pain points, and the preferences of the medical staff, as
well as to identify the opportunities for improvement and innovation. The other activities, such as
estimating the cost, writing technical requirements, and designing a mockup, belong to the later
stages of the human-centered design process, after the problem and the user needs have been
clearly defined.
Reference: What is Human-Centered Design? ? updated 2023 | IxDF and What Is Human-
Centered Design? | HBS Online
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The first activity inthe process when using a human-centered design approach to redesign a
portal that medical staff use to report on patient demographics should be observing the medical
staff while they use their existing portal. This is a critical step in the process, as ithelps to
identifyuser needs, preferences, and behaviors so that the design of the new portal can be
tailored to meet their specific needs.
Observing the medical staff while they use the portal will help to identify any existing problems
and highlightareas where the portal can be improved. This can include issues with usability,
functionality, and accessibility. Additionally, observing how the medical staff interact with the
portal can help to identify any potential areas of improvement and uncover anyhidden
requirements or user needs.
Reference: [1] https://www.salesforce.com/blog/2019/02/human-centered-design.html [2]
https://uxplanet.org/human-centered-design-process-
3d3d3f9a50db [3] https://uxdesign.cc/human-centered-design-for-ux-designers-d4f0e741b9a9
5. Cloud Kicks (CK) has been tracking the details of its storage facilities in an Excel sheet,
where each facility is represented as a row and the details about each facility are represented
by columns.
How should CK store this information in Salesforce?
A. Objects to represent facility details and fields to store storage facilities
B. Objects to represent both storage facilities and facility details
C. Objects to represent storage facilities and fields to store facility details
Answer: C
Explanation:
The best way to store the information of Cloud Kicks’ storage facilities in Salesforce is to use
objects to represent storage facilities and fields to store facility details. This is because objects
and fields in Salesforce are analogous to database tables and columns, respectively1. Each
object contains a set of fields that store data values, and each record is an instance of an
object1. Therefore, if Cloud Kicks wants to store the same information that they have in their
Excel sheet, they can create a custom object called Storage Facility, and add fields for each
detail that they want to track, such as location, capacity, inventory, and so on. Then, they can
create records for each storage facility and populate the fields with the corresponding data. This
way, they can store and manage their data in a structured and consistent way, and leverage the
features and benefits of Salesforce, such as reports, dashboards, automation, and security23.
Using objects to represent facility details and fields to store storage facilities is not a valid
option, as it does not make sense to use objects as data values. Objects are meant to represent
entities or concepts, not attributes or properties1. Using objects to represent both storage
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facilities and facility details is also not a good option, as it would create unnecessary complexity
and redundancy in the data model. Objects can be related to each other through various types
of relationships, such as lookup, master-detail, or many-to-many4. However, in this case, there
is no need to create a separate object for each facility detail, as they are not independent
entities, but rather characteristics of the storage facilities. Creating a separate object for each
detail would also require creating more fields, records, and relationships, which would increase
the maintenance and storage costs, and reduce the performance and usability of the system5.
Reference: Learn All About Objects and Fields in Salesforce - Forcetalks
Mastering Salesforce CRM Administration - Packt Subscription Overview of Salesforce Objects
and Fields Object Reference for the Salesforce Platform
Understand Custom & Standard Objects Unit | Salesforce Trailhead
6. Cloud Kicks (CK) has made a commitment to incorporating human-centered design and is
now collaborating with its Sales team to redesign some of its key sales processes in Salesforce.
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
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delightful customer experiences.
Reference: Explore Human-Centered Design
IDEO’s Desirability, Viability, Feasibility Framework: A Practical Guide
7. The Service team at Cloud Kicks has complained about having too many list views available,
making it hard to find the relevant ones.
In which way could their experience be most effectively improved?
A. Remove low list view from public view.
B. Update Sharing Rules so users only see records they need to see.
C. Allow users to manage public list views
Answer: A
Explanation:
When the Service team at Cloud Kicks faces difficulty due to an overload of list views, the most
effective way to improve their experience is by decluttering the list views to make relevant ones
easier to find.
This can be achieved by:
Streamlining the List Views: Removing less frequently used or irrelevant list views from the
public view helps in reducing clutter and focusing on the most pertinent information. This
streamlining process makes navigation more intuitive and efficient for the service team
members.
Options B (Updating Sharing Rules) and C (Allowing users to manage public list views) might
help in managing access to records and customization, but they do not directly address the
issue of having too many list views, which is the primary concern impacting the team's ability to
find relevant information quickly.
Reference: Salesforce's documentation on managing list views provides strategies for
organizing and customizing list views to improve usability and efficiency. This includes
guidelines on creating, editing, and managing visibility of list views to ensure that users have
access to the most relevant and useful information.
8. Which feature is provided in the Salesforce Lightning Design System (SLDS) for designers
and developers?
A. A library of Lightning Web Components
B. Semantic and accessible component markup
C. ES6 JavaScript modules and plugins
Answer: B
Explanation:
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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.
Reference: Introduction to the Salesforce Lightning Design System, Semantic HTML: How to
Structure Web Pages, Accessible Rich Internet Applications (WAI-ARIA), Web Content
Accessibility Guidelines (WCAG) Overview, BEM ? Block Element Modifier
9. An organization must be digitally accessible to enable social opportunity.
What are three core principles of Web Content Accessibility Guidelines (WCAG)? Choose 3
answers
A. Delightful
B. Robust
C. Abundant
D. Operable
E. Understandable
Answer: B D E
Explanation:
These are three of the four core principles of Web Content Accessibility Guidelines (WCAG),
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which provide a set of standards and best practices for making web content accessible to
people with disabilities. The fourth principle is Perceivable, which means that the information
and user interface components must be presented in ways that users can perceive. The
principles are further divided into 13 guidelines and three levels of conformance (A, AA, and
AAA).
Reference: [Web Content Accessibility Guidelines (WCAG) Overview] [WCAG 2.1 at a Glance]
10. 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?
A. No access
B. Read/Create/Edit access
C. Read/Create access
D. Read-only access
Answer: D
Explanation:
A sales rep who owns an opportunity record will have read-only access to the related account
record, if the organization-wide default for the Account object is private. This is because the
opportunity owner is automatically granted read-only access to the account that the opportunity
is associated with, regardless of who owns the account. This is called implicit sharing, and it is a
built-in feature of Salesforce to ensure that users can access the data they need to do their
work. However, the opportunity owner will not be able to create, edit, or delete the account
record, unless they have other sharing mechanisms that grant them higher access, such as role
hierarchy, sharing rules, manual sharing, or View All or Modify All permissions.
Reference: [Salesforce Certified User Experience Designer Exam Guide], Section 3.1: Design
and implement solutions that meet user needs
[Control Access to Records Unit | Salesforce Trailhead]1, Unit 2: Implicit Sharing
[Work with Related Lists on Records in Lightning Experience - Salesforce]2, Related List Cards
11. Cloud Kicks (CK) wants to integrate learning in the flow of work and is considering using In-
App Learning functionality. CK wants to assign learning content to employees as part of its
onboarding process.
Which two features could be assigned to learners? Choose 2 answers
A. Trailmixes
B. Trails
C. Modules/Badges
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D. External LMS Content
Answer: A,C
Explanation:
CK can assign learning content to employees using In-App Learning functionality in the
following two ways:
Trailmixes: Trailmixes are custom learning paths that can include modules, projects, trails, and
even external links. CK can create and assign trailmixes to learners based on their roles, goals,
or interests. Learners can access trailmixes from the Learning Home or the Guidance Center in
Salesforce. Modules/Badges: Modules are units of instruction that cover specific topics and
skills. Badges are
earned by completing modules or projects. CK can assign modules or badges to learners to
help them learn specific features or functionalities in Salesforce. Learners can access modules
or badges from the Learning Home or the Guidance Center in Salesforce.
Reference:
: In-App Guidance in Lightning Experience
: Learn MOAR in Spring '21 with In-App Learning
: Enable Users to Learn in the Flow of Work
12. In which two ways could the usability of accordion elements be improved in a mobile
environment? Choose 2 answers
A. Include persistent headings.
B. Nest an accordion inside of another
C. Use the ‘’back’’ browser button to collapse content
D. Only allow users to open one selection at a time.
Answer: A, D
Explanation:
Accordion elements are UI components that allow users to expand and collapse sections of
content. They are useful for organizing information in a limited space, such as on mobile
devices. However, they also have some usability challenges, such as discoverability,
accessibility, and navigation. To improve the usability of accordion elements in a mobile
environment, two possible ways are: Include persistent headings. Persistent headings are the
labels that indicate the content of each section and allow users to tap on them to expand or
collapse the content. Persistent headings should be visible at all times, even when the content
is expanded, so that users can easily see the context and switch between sections. Persistent
headings should also be clear, concise, and descriptive, so that users can understand what
each section contains and decide whether to explore it or not. [UX Designer Certification Prep:
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User Interface Design Principles], [UX Designer Certification Prep: Mobile Design]
Only allow users to open one selection at a time. This means that when a user taps on a
heading to
expand a section, any other previously expanded section should automatically collapse. This
prevents the content from becoming too long and overwhelming for the user, and also helps to
maintain the focus and hierarchy of the information. It also reduces the need for scrolling and
the risk of losing the position of the headings. [UX Designer Certification Prep: User Interface
Design Principles], [UX Designer Certification Prep: Mobile Design]
Nesting an accordion inside of another is not a good way to improve the usability of accordion
elements in a mobile environment, because it creates a complex and confusing structure that is
hard to navigate and understand. It also increases the cognitive load and the number of taps
required for the user to access the information. Using the ‘back’ browser button to collapse
content is also not a good way to improve the usability of accordion elements in a mobile
environment, because it breaks the user’s expectation and the consistency of the UI. The
‘back’ browser button should be used to go back to the previous page or screen, not to
collapse the content within the same page or screen. It also makes it difficult for the user to
return to the expanded content if they want to. [UX Designer Certification Prep: User Interface
Design Principles], [UX Designer Certification Prep: Mobile Design]
Reference: [UX Designer Certification Prep: User Interface Design Principles], [UX Designer
Certification Prep: Mobile Design]
13. A UXDesigner is creating an experience to help organize content into collapsible sections.
Which Lightning component should be used?
A. Einstein Next Best Action
B. Lightning Toggle
C. Accordion
D. Highlights Panel
Answer: C
Explanation:
The Lightning component that should be used to organize content into collapsible sections is
the Accordion component. The Accordion component displays vertically stacked sections of
content that can be expanded and collapsed by clicking on the section headers. Users can
control how much content is visible at once, and don’t need to scroll as much to see the content
of a page. The Accordion component can also be configured to allow multiple sections to be
open at the same time. The Accordion component implements the accordion blueprint in the
Salesforce Lightning Design System (SLDS).
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Reference:
: lightning-accordion - documentation - Salesforce Lightning Component Library
: Collapsible Related List in Lightning Experience
: How To Create Expand/Collapse Sections In SFDC Lightning Component
The Lightning Accordion component isdesigned to help create an organized, collapsible display
of content. It is composed of a header and a body, which can be used to display different
sections of content in an organized way. The body of the Accordion is hidden until the header is
clicked, allowing the user to quickly and easily access the content they need. Salesforce
provides a detailed guide to using the Accordion component, including examples and code
snippets, which can be found
here: https://developer.salesforce.com/docs/component-
library/documentation/lwc/lwc.use_accordion.
14. A UX Designer wants tobuild on a human-centered design by focusing on more than just an
individual person and is considering engaging, connected, and social value-driven solutions.
What is the designer practicing?
A. Compassionate Design
B. Relationship Design
C. Service Design
D. User Experience Design
Answer: C
Explanation:
Service design is a practice that aims to design and deliver holistic, human-centered, and value-
driven solutions that consider the needs and expectations of not only the individual users, but
also the stakeholders, the employees, the partners, and the society involved in the service.
Service design focuses on more than just the user interface or the user experience, but also on
the processes, systems, interactions, touchpoints, and channels that enable the service to be
delivered and consumed. Service design can help create engaging, connected, and social value-
driven solutions that improve the quality, efficiency, and sustainability of the service.
Reference:
: User Experience Designer Certification Prep: Module 1: Understand User Experience Design
: What is Service Design?
Service Design is a design practice that focuses on providing better experiences to users by
understanding the context of their needs and how they interact with systems, services, and
products.
Service Design goes beyond User Experience Design by focusing on more than just individual
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people, and instead considers the entire ecosystem, including connected and social value-
driven solutions. Salesforce provides more information on Service Design here:
https://www.salesforce.com/resources/service-design/.
15. Cloud kicks wants to incorporates human-centered design across its organization.
Which two practices should beadopted
A. Including innovative ideas to showcase technology
B. observing user behavior
C. putting oneself in the situation of the end-user
D. creating requirements based on business leaders priorities
Answer: B C
Explanation:
Human-centered design is a process that starts with the people you are designing for and ends
with new solutions that are tailor-made to suit their needs. It involves understanding the problem
from the perspective of the end-users, empathizing with their needs and preferences, and
creating solutions that are desirable, feasible, and viable. To incorporate human-centered
design across an organization, two practices that should be adopted are:
Observing user behavior: This involves watching how users interact with a product or service,
what they do, say, think, and feel. Observing user behavior can help identify pain points, needs,
goals, motivations, and emotions that drive user behavior. It can also reveal insights that users
may not be able to articulate or may not be aware of themselves. Observing user behavior can
be done through methods such as user interviews, contextual inquiry, usability testing, and
analytics.
Putting oneself in the situation of the end-user: This involves imagining or experiencing what the
user goes through when using a product or service, and how they perceive and respond to it.
Putting oneself in the situation of the end-user can help build empathy, understand the user’s
context and environment, and generate ideas that address the user’s needs and expectations.
Putting oneself in the situation of the end-user can be done through methods such as personas,
scenarios, journey maps, and empathy maps.
Reference:
: [What is Human-Centered Design?]
: [Human-Centered Design: The Definitive Guide]
: [UX Research: What is User Behavior?]
: [Observing the User Experience: A Practitioner’s Guide to User Research]
: [UX Research Methods: Observation]
: [Empathy in Design Thinking]
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: [UX Research Methods: Empathy]
16. 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?
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 1C3 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
spend time managing tools and processes for sales reps, which includes customizing and
administering Salesforce1
Reference: 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
17. Cloud Kicks (CK) has not migrated to Lightning Experience but wants to leverage the
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Salesforce Lightning Design System (SLDS) in its custom applications.
Which three solutions shouldCK’s designers use to deliver applications with a consistent
Lightning Experience Look and feel? Choose 3 answers
A. Local Development Server
B. iOS Static Library
C. Lightning Stylesheets for Visualforce
D. Standard Design Tokens
E. Heroku
Answer: C D E
Explanation:
Cloud Kicks (CK) can use the following three solutions to leverage the Salesforce Lightning
Design System (SLDS) in its custom applications, without migrating to Lightning Experience:
Lightning Stylesheets for Visualforce: This solution allows CK to apply the SLDS styles to its
existing Visualforce pages, without having to rewrite the markup or use a static resource. By
adding the attribute lightning Stylesheets="true" to the <apex:page> tag, CK can automatically
transform the standard Visualforce components into their SLDS equivalents, and give the pages
a consistent Lightning Experience look and feel12.
Standard Design Tokens: This solution allows CK to use the SLDS design tokens, which are
predefined variables that store the visual design attributes of the SLDS, such as colors, fonts,
sizes, and spacing. By using the design tokens, CK can ensure that its custom applications
follow the SLDS guidelines and remain consistent with the Lightning Experience theme. CK can
access the design tokens through the Lightning Design System Scoping tool, or by downloading
them as a static resource3.
Heroku: This solution allows CK to build and deploy its custom applications on Heroku, a cloud
platform that supports various languages and frameworks, such as Node.js, Java, or PHP. By
using Heroku, CK can leverage the SLDS resources, such as the base components, the tokens,
and the design patterns, to create web applications that have a consistent Lightning Experience
look and feel. CK can also use the Lightning Out feature to embed Lightning components into its
Heroku applications, and use the Lightning Web Components framework to create reusable UI
elements.
Reference: [Lightning Stylesheets for Visualforce | Salesforce Trailhead]1 [Lightning Stylesheets
for Visualforce | Salesforce Developers]2 [Design Tokens | Lightning Design System]3
[Using Design Tokens | Lightning Aura Components Developer Guide | Salesforce Developers]
[Build Apps with Lightning Design System | Salesforce Trailhead] [Lightning Web Components |
Salesforce Developers]
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18. Cloud Kicks needs functional components thatwill be used on many pages. The
components need to be consistent with the look and feel of Lightning Experience.
What does the Salesforce Lightning Design System (SLDS) provide that will ensure
consistency?
A. Experience Lightning Components
B. ComponentBlueprints
C. JavaScript Frameworks
D. Custom Lightning components
Answer: B
Explanation:
The Salesforce Lightning Design System (SLDS) provides component blueprints that will ensure
consistency for Cloud Kicks’ functional components. Component blueprints are ready-to-use
HTML and CSS UI elements that provide the foundation for Salesforce experience
development. They follow the design guidelines, accessibility standards, and best practices of
Lightning Experience. They also include variants, states, and modifiers to handle different use
cases and scenarios. By using component blueprints, Cloud Kicks can create functional
components that are consistent with the look and feel of Lightning Experience without writing
custom code or CSS.
Reference: Component Blueprints
Introduction to the Salesforce Lightning Design System
19. 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?
A. Commerce Cloud
B. Experience Cloud
C. Sales Cloud
Answer: B
Explanation:
Experience Cloud is the Salesforce solution that enables businesses to create engaging and
personalized digital experiences for their customers, partners, and employees. Experience
Cloud can easily integrate customer relationship management (CRM) data from Sales Cloud,
Service Cloud, and other Salesforce products to provide a seamless and consistent experience
across different touchpoints. Experience Cloud can also leverage the power of Commerce
Cloud to create B2B sales portals that allow buyers to browse, order, and pay for products
online. Experience Cloud offers various templates, components, and tools to design and build
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customized and branded B2B sales portals that meet the needs and expectations of the target
audience.
Reference: Experience Cloud Overview, Learn About B2B Commerce, Salesforce B2B
Commerce Basics
20. What are the foundational principles from the Web Content Accessibility Guidelines
(WCAG)?
A. Perceivable, operable, understandable, robust
B. Useful, effective, efficient, reliable
C. Desirable, feasible, viable, affordable
Answer: A
Explanation:
The Web Content Accessibility Guidelines (WCAG) are a set of standards that aim to make web
content more accessible to people with disabilities.
The WCAG are organized by four principles, which state that content must be:
Perceivable: Users must be able to perceive the information and user interface components in
ways they can sense, such as through sight, hearing, or touch.
Operable: Users must be able to interact with the user interface components and navigate the
content using various input methods, such as keyboard, mouse, voice, or gesture.
Understandable: Users must be able to comprehend the information and the operation of the
user interface, which means that the content must be clear, consistent, and predictable.
Robust: Users must be able to access the content using a wide range of technologies, including
different browsers, devices, and assistive tools, which means that the content must be
compatible with current and future web standards.
Reference: WCAG 2 Overview, Understanding the Web Content Accessibility Guidelines
21. Universal Containers (UC) operates worldwide with offices in more than 100 regions in 10
different countries role hierarchy to control data visibility. In the new fiscal year, UC is planned to
reorganize the roles and reassign accounts owners.
Which two points should an Architect consider in this situation? Choose 2 answers
A. Using a temporary parking lot account to improve performance.
B. Changing complex role hierarchy can cause a high level of sharing recalculation.
C. Restricting the organization-sharing configurations to private.
D. Replacing Account records ownerships massively can cause data skew.
Answer: B,D
Explanation:
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Changing the role hierarchy and reassigning account owners can have a significant impact on
the data visibility and performance of Salesforce.
An architect should consider the following points in this situation:
Changing complex role hierarchy can cause a high level of sharing recalculation. Depending on
the sharing settings, roles can control the level of visibility that users have into the Salesforce
data. Users at any given role level can view, edit, and report on all data owned by or shared
with users below them in the role hierarchy, unless the sharing model for an object specifies
otherwise. When the role hierarchy is changed, Salesforce must recalculate the sharing rules
and group membership for all the affected users and records, which can take a long time and
consume a lot of system resources. Therefore, changing a complex role hierarchy should be
done carefully and preferably during off-peak hours1.
Replacing account records ownerships massively can cause data skew. Data skew occurs
when more than 10,000 child records are related to the same parent record, or more than
10,000 records of any object are owned by a single user. This can cause performance issues,
such as locking, timeouts, and failures, when updating or sharing those records. When account
owners are reassigned massively, it can create or worsendata skew, especially if the accounts
have many child records, such as contacts and opportunities. Therefore, replacing account
records ownerships massively should be avoided or minimized23.
Reference:
: [Design Your Data Model Unit | Salesforce Trailhead]
: [Data Skew in Salesforce - Why it Matters | Salesforce Ben]
: [Ownership Data Skew | Designing Record Access for Enterprise Scale | Salesforce
Developers]
22. Cloud Kicks has a content-rich set of record pages and wants its UX Design team to
organize and consolidate them.
Which Salesforce Lightning Design System (SLDS) component should be used to organize and
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
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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.
Reference: Q Tabs Component Blueprint | Lightning Design System, Tabs Component Blueprint
| Lightning Design System, Tabs | Lightning Web Components Developer Guide | Salesforce
Developers
23. A UX Designer has identified the Case Solver as a key user persona for Cloud Kicks'
Service Cloud instance.
Which activities should be considered while designing the Case Solver experience?
A. troubleshooting customer issues and logging activities
B. training other agents and editing knowledge articles
C. Viewing the status of cases and analyzing campaign metrics
Answer: A
Explanation:
When designing the experience for a 'Case Solver' user persona, especially in the context of
Cloud Kicks' Service Cloud instance, the activities to consider should revolve around the
primary responsibilities and tasks of this role. For a Case Solver, these would include:
Troubleshooting customer issues: This involves identifying, analyzing, and solving problems
reported by customers. The design should facilitate easy access to relevant information, tools
for effective problem-solving, and a seamless workflow for diagnosing issues.
Logging activities: Keeping a detailed record of interactions, solutions provided, and any follow-
up actions is crucial. The user interface should support efficient logging and tracking of activities
to ensure accountability and facilitate continuous improvement in customer service.
While training other agents and editing knowledge articles (option B) and viewing the status of
cases
and analyzing campaign metrics (option C) are important in certain contexts, they do not directly
align with the core activities of a Case Solver persona focused on direct customer support and
problem resolution.
Reference: Salesforce's own documentation, such as the Salesforce Service Cloud User Guide,
provides insights into designing user experiences for specific roles within the platform. It offers
best practices and recommendations for optimizing the interface and workflows for various user
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personas, including those involved in case management and customer support.
24. Cloud Kicks hired a UX Designer to help improve the design of its Experience Cloud site.
The company knows the interface needs updating but is unsure about what should be done.
Which tool should the designer utilize first?
A. Heuristic Evaluation
B. Low-Fidelity Prototype
C. Design Template
Answer: A
Explanation:
A heuristic evaluation is a method of inspecting the usability of an interface by comparing it to a
set of general principles or heuristics. It can help identify potential problems and areas for
improvement in the design. A heuristic evaluation is usually done before creating any
prototypes, as it can provide insights and guidance for the design process. A low-fidelity
prototype is a rough sketch or mockup of an interface that can be used to test and validate
design ideas with users. It is usually created after conducting some research and analysis of the
user needs and goals. A design template is a pre-made layout or structure that can be used to
create an interface. It can help save time and ensure consistency in the design, but it may not
suit the specific needs and preferences of the users or the business. A design template is
usually applied after defining the content and functionality of the interface.
Reference: [Heuristic Evaluation]: This is a Trailhead module that explains what a heuristic
evaluation is, how to conduct one, and how to use the results to improve the design of an
interface.
[Low-Fidelity Prototyping]: This is a Trailhead module that covers the benefits and best practices
of creating and testing low-fidelity prototypes with users.
[Design Templates]: This is a Trailhead module that introduces the concept of design templates
and how to use them in Experience Cloud.
25. Cloud Kicks is launching a new Salesforce org and wants to test its levels of accessibility,
including keyboard navigation.
Which detail could be verified by testing keyboard navigation for accessibility?
A. Tabbing order is logical.
B. Keyboard actions provide audio feedback.
C. Actionable items are highlighted in a specific color.
Answer: A
Explanation:
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Keyboard navigation is a way of interacting with a web application using only the keyboard,
without a mouse or a touch screen. Keyboard navigation is essential for users who have visual
impairments, motor disabilities, or other accessibility needs. Keyboard navigation also benefits
users who prefer to use the keyboard for efficiency or convenience. One of the aspects of
keyboard navigation that can be tested for accessibility is the tabbing order, which is the order
in which elements on a page receive focus when the user presses the Tab key. The tabbing
order should be logical, meaning that it follows the natural reading order of the page and the
expected user workflow. A logical tabbing order helps users navigate the page easily and
intuitively, without skipping or repeating elements. A logical tabbing order also helps screen
readers announce the elements in a meaningful sequence. Therefore, testing the tabbing order
for logic is a way of verifying keyboard navigation for accessibility. The other options are not
related to keyboard navigation. Keyboard actions do not provide audio feedback by default,
although some screen readers may have this feature. Actionable items are not highlighted in a
specific color, although they may have a visible focus indicator, such as a border or an outline,
to show which element has focus. The color of the focus indicator is not a factor for keyboard
navigation, as long as it is distinguishable from the
background.
Reference: Keyboard Shortcuts, Use Lightning Experience with a Screen Reader, Accessibility
in LWR Sites
26. Universal Containers (UC) uses a custom lightning component with an Apex class to display
shipment information (custom object, private OWD).
UC sales managers are complaining about two important points:
? Shipment records that belong to their teams can be seen by other users.
? Shipment amount should be visible only by managers, but sales reps are able to view it.
Which two features did the development team miss that is causing the problems? Choose 2
answers.
A. Use runAs in test class to enforce user permissionsand field-level permissions.
B. Use With Sharing keyword in Apex classes to enforce sharing rules evaluation.
C. Use is Sharable keyword in Apex classes to assurerecord visibility.
D. Use is Accessible() method in Apex classes to check field accessibility
Answer: B,D
Explanation:
The development team missed two features that are causing the problems:
The With Sharing keyword in Apex classes to enforce sharing rules evaluation. This keyword
allows the Apex class to run in the context of the current user and respect the organization’s
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sharing rules. Without this keyword, the Apex class runs in system mode and ignores the
sharing rules, which can result in unauthorized access to records that belong to other users.
The is Accessible() method in Apex classes to check field accessibility. This method returns true
if the current user has read access to the specified field, and false otherwise. Without this
method, the Apex class does not check the field-level security settings and can display fields
that should be hidden from the user, such as the shipment amount.
Reference:
: Using the with sharing or without sharing Keywords
: Enforcing Sharing Rules in Apex
: Schema.DescribeFieldResult Class
: Enforcing CRUD and FLS
27. 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
A. Training and support for planning
B. user interface planning
C. deboarding planning
D. voice and tone planning
Answer: B
Explanation:
User interface planning is an essential part of the Einstein Bot implementation process, as it
involves designing the bot’s appearance, behavior, and interactions with the customers. User
interface planning can affect the bot’s effectiveness and customer satisfaction, as it can
influence the clarity, efficiency, consistency, and beauty of the bot’s experience. User interface
planning includes1: Choosing a bot avatar and name that match the brand and tone of the
company
Configuring the bot greeting and fallback messages that set the expectations and boundaries of
the bot’s capabilities
Designing the bot dialogues and menus that guide the customers through the conversation and
provide relevant options and information
Testing and iterating the bot user interface based on user feedback and analytics
Reference: Einstein Bots Project Planning | Salesforce Trailhead
28. Cloud Kicks has a text information-rich Salesforce org. The company wants to maximize the
content on every screen because most of its employees use laptops with limited screen space.
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Which global user interface setting should be used to solve this problem?
A. Comfy Display Density
B. Compact Display Density
C. Enable Collapsible Sections
Answer: B
Explanation:
Compact display density is a global user interface setting that allows users to view more content
on every screen by reducing the amount of space between page elements and aligning the field
labels to the left of the fields. Compact display density is suitable for text information-rich
Salesforce orgs, such as Cloud Kicks, that want to maximize the use of limited screen space on
laptops. Compact display density can be set as the default for the org by the system admins, or
chosen by individual users from their profile menu1.
Comfy display density is another global user interface setting that provides a spacious view with
labels on the top of fields and more space between page elements. Comfy display density is
suitable for orgs that want to emphasize readability and clarity, or that have more complex or
interactive fields. Comfy display density is not the best option for Cloud Kicks, as it would
reduce the amount of content that can be displayed on each screen1.
Enable collapsible sections is a feature that allows users to collapse or expand sections on a
record page layout. Collapsible sections can help users focus on the most relevant information
and reduce scrolling. However, collapsible sections are not a global user interface setting, but a
page layout option that can be configured by the admins. Collapsible sections can be used in
combination with either comfy or compact display density, but they do not affect the alignment
of the field labels or the spacing between the page elements2.
Reference: 1: Personalize Lightning Experience Display 2: Collapsible Sections in Lightning
Experience Record Pages
29. 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
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.
 23 / 27
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.
Reference: 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
30. Cloud Kicks wants to modify one of its custom Lightning Web Components so that its
administrators can change the look and feel depending on what type of Lightning page is used24 / 27
in.
Which feature should be recommended?
A. Styling hooks
B. CSS loaded as a static resource
C. App Builder styling property
D. SLDS utility classes
Answer: C
Explanation:
An App Builder styling property is a feature that allows a Lightning web component to expose
CSS properties that can be set by an administrator in the Lightning App Builder. This way, the
administrator can customize the look and feel of the component depending on the context and
use case. For example, a component can have a styling property for the background color, the
font size, or the border radius. The administrator can then change these values in the App
Builder without modifying the code of the component.
Reference: [Create App Builder Styling Properties]
31. Cloud Kicks has requested feature enhancements as a result of user acceptance testing.
In which three ways could the changes be effectively analyzed and implemented? Choose 3
answers
A. Determine the change in scope and impact of each enhancement request.
B. Develop and deploy all enhancement requests before going live.
C. Reduce unexpected results by configuring and testing in & sandbox.
D. Deploy enhancements with the feature and adjust scope accordingly.
E. Create a prioritization list and perform a feasibility analysis.
Answer: A,C,E
Explanation:
The best ways to analyze and implement feature enhancements as a result of user acceptance
testing are:
A) Determine the change in scope and impact of each enhancement request. This will help to
evaluate the feasibility, priority, and effort of each request, and to communicate the expectations
and trade-offs to the stakeholders1.
C) Reduce unexpected results by configuring and testing in a sandbox. A sandbox is a copy of
the production environment that allows testing and development without affecting the live data
and users2. By using a sandbox, the feature enhancements can be tested and validated before
deploying them to the production environment3.
E) Create a prioritization list and perform a feasibility analysis. This will help to rank the
 25 / 27
enhancement requests based on their value, urgency, and complexity, and to determine which
ones are feasible to implement within the given time and budget constraints4.
Reference: Salesforce User Experience Designer Exam Guide, What is a Sandbox? Test New
Features Before a Release, Prioritize User Needs
32. 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?
A. Experience Cloud
B. Sales Cloud
C. Marketing Cloud
D. Service Cloud
Answer: A
Explanation:
Experience Cloud is the best cloud to design an appropriate solution for Cloud Kicks’ users.
Experience Cloud allows the business to create an external facing site where users can manage
and submit cases via the web, browse and search Knowledge Base articles, and contact
Support via live chat. Experience Cloud also provides branding options, personalization
features, and collaboration tools to enhance the user experience and engagement. Experience
Cloud integrates with Service Cloud, which is the cloud that provides the case management,
knowledge base, and live chat functionalities. Therefore, Experience Cloud is the cloud that
enables the design of the user interface, while Service Cloud is the cloud that enables the
backend service
processes.
Reference: [Experience Cloud Overview] (https://www.getapp.com/operations-management-
software/a/salesforce-1-service-cloud/compare/salesforce-community-cloud/), [Service Cloud
Overview] (https://titandxp.com/salesforce-experience-cloud-vs-service-cloud/)
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