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| Section | Weight | Objectives |
|---|---|---|
| Discovery | 13% | - Research Methods and Tools - Salesforce UX Personas and Processes - User Needs and Requirements Gathering - Business Value of Salesforce UX |
| UX Fundamentals | 16% | - Accessibility and Inclusive Design - Usability and Information Architecture - Branding and Visual Design Impact - Human-Centered Design Principles |
| Salesforce Platform UX Implementation | - Mobile UX and Responsive Design - Lightning Design System (SLDS) - Declarative UX Configuration | |
| Design Strategy & Solutioning | - Problem Definition and Scoping - Journey Mapping and Experience Design | |
| Prototyping & Validation | - Prototyping Methods - Usability Testing and Iteration |
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NEW QUESTION # 91
A UX Designer at Cloud Kicks (CK) recommends a Salesforce Console application for CK's service representatives. The service representatives work on multiple support cases per hour, accessing them via queues, calls, or live chat. Which console navigation feature would NOT be relevant to the designer's recommendation?
Answer: A
Explanation:
The study guide keys C. Lower-resolution monitors will have a better user experience as the feature or statement that is NOT relevant to recommending Console navigation.
A Salesforce Console application is appropriate for users who process many records and need to maintain context while moving between related pieces of work. That directly fits these service representatives, who handle multiple cases each hour through several channels.
Option A describes Split View, which is relevant because it can keep a list of records visible while the user works in the surrounding workspace. That reduces unnecessary navigation between the queue and the active record.
Option B is also relevant because console navigation supports related workspace organization, including multiple subtabs associated with a parent record. This is valuable when representatives need several related records or resources open simultaneously.
Option C, however, describes screen resolution rather than a console productivity capability. A denser multi- record workspace does not inherently mean that lower-resolution monitors provide a better experience.
The study-guide distinction is therefore between genuine console navigation benefits-such as maintaining record context-and an unsupported claim about display resolution.
Study Guide reference/topics: Console Navigation, Split View, subtabs, service-agent productivity, Declarative Design.
NEW QUESTION # 92
Service agents are complaining that the new custom object to track reservations has too many fields and is cluttering their layouts. All of the fields are necessary, but they would like to display fields and sections of the record as individual components on the page layout with visibility depending on where they are in the reservation process. Which feature should be recommended?
Answer: C
Explanation:
The correct answer is A. Dynamic Forms, exactly as stated in the uploaded study guide.
The scenario describes two related requirements: fields and sections should be treated as individual page components, and their visibility should vary according to the current reservation process context. Dynamic Forms is the feature selected by the guide for precisely this page-composition requirement.
Because all fields remain necessary, simply deleting fields from the object or layout would not solve the problem. Instead, the experience needs to show relevant information conditionally so that agents are not confronted with every field simultaneously.
Option B, In-App Guidance, would provide instructional prompts but would not restructure the underlying field presentation.
Option C, Flow Builder, can guide users through a defined process, but the requirement here is specifically to control the visibility and arrangement of fields and sections on the record page itself.
The study-guide principle is contextual presentation: maintain the required data model while reducing visual clutter by showing information when it becomes relevant. Dynamic Forms enables that page-level flexibility without requiring a completely custom interface.
Study Guide reference/topics: Dynamic Forms, field visibility, record pages, conditional presentation, Declarative Design.
NEW QUESTION # 93
Cloud Kicks hired a UX Designer to help create a form for a wide group of users. After receiving that final requirement, the designer realizes there are too many fields.
What could improve form readability?
Answer: B
Explanation:
Adding section headers to a form can improve its readability by breaking it into logical chunks and providing context for the users. Section headers can also help users scan the form and find the information they need faster. Section headers can also reduce the cognitive load and increase the completion rate of the form .Reference:
1: Salesforce Certified User Experience Designer Exam Guide, Section 3.
2: Design for readability and clarity UX Designer Certification Prep: Design for Readability and Clarity, Unit
3: Design for Readability and Clarity This allows users to quickly scan the form and identify the relevant fields, reducing the cognitive load and improving the overall user experience. Salesforce documentation statesthat "by grouping related fields into sections, you can make your forms easier to read and understand"
[1]https://help.salesforce.com/articleView?id=forms_design_best_practices.htm&type=5
NEW QUESTION # 94
It is recommended to carefully consider which demographic data and for what purpose is fed into an AI model.
Which reason explains this?
Answer: C
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.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
NEW QUESTION # 95
A UX Designer is asked to build a solution in Salesforce to accommodate a call center's process and make it easier for them to log complaints.
How should the designer illustrate the existing process, including the pain points and opportunities?
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.Reference:
:Start Your Journey Map Unit | Salesforce Trailhead
:Add Journey Mapping to Your Solution Toolbox Unit | Salesforce Trailhead
:Customer Journey Mapping Resources - Salesforce
NEW QUESTION # 96
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