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Salesforce User-Experience-Designer Exam Sample Questions

Question # 1

Service-Blueprinting Workshop

A. Management Committee Meeting

B. Pitch Session

C. Service Usability Testing

Answer

A. Management Committee Meeting

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

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Question # 2

A UX Designerhas created a new form for a call center that takes special delivery information 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. Usability Testing

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

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Question # 3

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

A. Make the global search bar bigger on every page

B. Update the homepage with access to commonly used reports

C. Add the daily task component to the homepage

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

Answer

B. Update the homepage with access to commonly used reports

Explanation:

Updating the homepage with access to commonly used reports is the best way to make sure the user can quickly accessthe reports they need. This could include making the global search bar bigger on every page, adding the daily task component to the homepage, or creating a mind board to communicate the visual style of the UI. Additionally, Salesforce has some great resources on designing for search, such as their Search Design Guide [1] and their Search Best Practices [2].

[1] https://www.salesforce.com/content/dam/web/en_us/www/documents/salesforce-search-design-guide.pdf [2] https://developer.salesforce.com/docs/atlas.en-us.salesforce_search_best_practices.meta/salesforce_search_best_practices/search_best_practices_intro.htm

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Question # 4

Cloud Kicks (CK) is going mobile and wants to ensure its Salesforce app aligns with company branding. Which element could be customized in the Salesforce app to match CK's branding?

A. Search bar layout and loading page background

B. Background image and focus link color

C. Brand color and loading page logo

Answer

C. Brand color and loading page logo

Explanation:

The Salesforce app allows administrators to customize the brand color and the loading page logo to match the company’s branding. The brand color affects the key user interface elements such as the header, buttons, and search bar. The loading page logo is the image that appears after a mobile user logs in. These elements can be customized from Setup by entering Salesforce Branding in the Quick Find box, then selecting Salesforce Branding. The other elements, such as the search bar layout, the background image, and the focus link color, are not customizable in the Salesforce app.

References:

Customize Salesforce Mobile App Branding
How Salesforce App Branding Works

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Question # 5

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. Select and upload images that represent each featured topic.

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 topic label” [1].

[1] https://help.salesforce.com/articleView?id=knowledge_articles_sites_featured_topic.htm &type=5

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