Salesforce Certified User Experience Designer (SP25) Dumps June 2025
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Cloud Kicks (CK) wants to provide employees with quick access to apps, objects, and other items 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 customizethe navigation bar of the Salesforce mobile app with the items that they use mostfrequently. Users can add, remove, and reorder the tabs in the navigation bar, and accessthem with a single tap. Users can also mark their favorite items with a star icon, and accessthem 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 theSalesforce mobile app12Console Navigation is a navigational feature that allows the users to work withmultiple records and objects on a single screen in the Salesforce desktopapp. Console Navigation is not available in the Salesforce mobile app, and it is notsuitable for providing quick access to apps, objects, and other items3Utility Bar is a navigational feature that allows the users to access commonproductivity tools, such as notes, history, or macros, from a fixed footer at thebottom of the Salesforce desktop app. Utility Bar is not available in the Salesforcemobile app, and it is not suitable for providing quick access to apps, objects, andother items4References:Personalize Your Navigation Bar in the Salesforce Mobile App - Salesforce HelpPersonalize Your Navigation Bar in the Salesforce Mobile App Unit | SalesforceTrailheadConsole Navigation - Salesforce HelpUtility Bar - Salesforce Help
Question # 2
Cloud Kicks' Sales team needs In-App Guidance for key functions and processes so they can maximize their time. In which way should a UX Designer customize the Salesforce Help Menu to meet this request?
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 rememberinformation that confirms one’s preexisting beliefs or hypotheses, while ignoring ordiscounting information that contradicts them1. Confirmation bias can affect user feedbacksessions by influencing how the researcher designs the test, asks the questions, observesthe behavior, and analyzes the data of the users. Confirmation bias can lead to inaccurateor incomplete insights, and ultimately to poor design decisions2.One way to avoid confirmation bias in user feedback sessions is to allow the user toexplore the application without specific questions regarding which tasks to perform. Thiscan help the researcher to observe the user’s natural and spontaneous interaction with theapplication, without imposing any expectations or assumptions on them. This can also helpthe user to express their honest opinions and feelings about the application, without beinginfluenced by the researcher’s questions or suggestions. This can result in more authenticand unbiased feedback, and more reliable and valid insights3.Asking open-ended questions staying away from questions regarding feelings is not a goodway to avoid confirmation bias in user feedback sessions, because it can limit the depthand richness of the feedback, and miss the opportunity to understand the user’s emotionsand motivations. Open-ended questions are questions that allow the user to answer in theirown words, rather than choosing from a predefined set of options. Open-ended questionsare useful for eliciting more detailed and nuanced feedback, and for exploring the user’sthoughts and feelings about the application. However, asking open-ended questions aloneis not enough to prevent confirmation bias, as the researcher may still unconsciously framethe questions in a way that leads the user to confirm their hypotheses, or interpret theanswers in a way that supports their beliefs. Asking questions regarding feelings is alsoimportant, as itcan help the researcher to understand the user’s emotional response to theapplication, and how it affects their satisfaction, engagement, and loyalty4.Asking specific questions about known pain points to confirm your hypothesis is a bad wayto avoid confirmation bias in user feedback sessions, because it can introduce theresearcher’s bias into the feedback process, and influence the user’s perception andbehavior. Asking specific questions about known pain points can lead the researcher tofocus only on the information that confirms their hypothesis, and ignore or dismiss theinformation that challenges or contradicts it. It can also lead the user to pay more attentionto the pain points that the researcher mentions, and overlook or downplay the otheraspects of the application. This can result in skewed and distorted feedback, andmisleading and invalid insights5. References: 1: Confirmation bias - Wikipedia 2: How Confirmation Bias can affect userresearch | by Caroline Galipeau | UX Collective 3: 11 Types of Cognitive Biases to Avoid inUser 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 and customer 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 businessvalue by building strong relationships. It is based on four mindsets: compassion, intention,courage, and reciprocity. Cloud Kicks can incorporate Relationship Design principles intoits business model and customer offerings by adopting these mindsets and applying themto its products, services, and interactions. Some examples of how Cloud Kicks can do thisare:Prioritizing innovation over copying the competition. This shows that Cloud Kicks iscourageous and intentional in creating unique and valuable solutions that meet theneeds and expectations of its customers and communities. Cloud Kicks can usedesign thinking methods, such as empathy mapping, ideation, and prototyping, togenerate 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 showsthat Cloud Kicks is compassionate and reciprocal in understanding andcommunicating the benefits and outcomes that its products and services candeliver to its customers and stakeholders. Cloud Kicks can use value propositiondesign tools, such as the value proposition canvas, to identify and articulate thejobs, pains, and gains of its customers, and how its products and services canaddress them 2.Uncovering customer needs over broadcasting product benefits. This shows thatCloud Kicks is intentional and reciprocal in listening and learning from itscustomers and co-creating solutions with them. Cloud Kicks can use user researchmethods, such as interviews, surveys, and observations, to discover and validatethe needs, preferences, and behaviors of its customers, and to involve them in thedesign process 3.References: [Design Thinking] (https://www.salesforce.com/design/relationship-design/),[Value Proposition Design] (https://www.salesforce.com/blog/how-relationship-designworks/),[User Research] (https://trailhead.salesforce.com/content/learn/trails/get-to-knowrelationship-design)
Question # 4
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 andconsolidate content on a record page. Q Tabs are a variant of the Tabs component that aredesigned for use in the Lightning App Builder. Q Tabs allow users to switch betweendifferent views of related information within the same context. Q Tabs can also be nested tocreate subtabs within a tab. Q Tabs can help UX designers to create content-rich recordpages that are easy to navigate and consume. Q Tabs can also help to reduce clutter andscrolling on a record page by grouping related content into tabs. Q Tabs can be customizedwith different icons, labels, and badges to indicate the type and status of the content ineach tab. Q Tabs can also be configured to load content dynamically or on demand, whichcan improve the performance and user experience of the record page. References: Q TabsComponent Blueprint | Lightning Design System, Tabs Component Blueprint | LightningDesign System, Tabs | Lightning Web Components Developer Guide | SalesforceDevelopers
Question # 5
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 listview. C. Configure a pre-filtered opportunity list view for each key attribute with the partner group.
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.
Answer: A,D Explanation: Dynamic Forms is a feature that allows users to customize the form fields and sectionsdisplayed 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 asAppointment. When creating a record using Dynamic Forms, the UX designer shouldconsider the following two aspects12:The use of tabs when creating the record is not allowed. Dynamic Forms does notsupport the use of tabs within the form, as tabs are not compatible with the recordcreation process. Tabs are only available for viewing or editing existing records,not for creating new ones. Therefore, the UX designer cannot use tabs to separatethe fields for different record types or software options on the record creationscreen.Fields can be organized into sections. Dynamic Forms allows the UX designer togroup fields into sections, and place them anywhere on the page layout. Sectionscan have labels, collapsible headers, and visibility rules. The UX designer can usesections to create a logical and clear structure for the form, and to show or hidefields based on user input, data, or profile. For example, the UX designer cancreate a section for each software option, and use visibility rules to display only therelevant section based on the user’s selection.The following two aspects are not true when creating a record using Dynamic Forms, andshould 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 ondifferent device sizes and orientations. The form will automatically adjust to thescreen size and layout of the mobile device, and provide a responsive andconsistent user experience3.All software option sections of the form will always be visible. Dynamic Formsallows the UX designer to use visibility rules to control the visibility of fields andsections 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 sectionsbased on the user’s selection of the record type or the software option. This canreduce the clutter and complexity of the form, and provide a personalized andflexible user experience4. References: Get Started with Dynamic Forms Unit |Salesforce Trailhead, Salesforce Dynamic Forms: Overview & DeepDiveTutorial, Dynamic Forms and Actions FAQ | Salesforce Help, Create DynamicForms 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 designguidelines, components, and resources that enable developers and designers to buildconsistent, high-quality, and responsive user interfaces across the Salesforce platform. TheSLDS provides UI kits and plugins for popular design and prototyping tools, such asSketch, Adobe XD, and Figma, that allow designers to quickly create mockups andwireframes using the SLDS components and styles. By leveraging the SLDS, the designercan accelerate the visual design process and ensure alignment with the Salesforce brandand 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 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 spends3+ hours a day maintaining relationships with existing customers. They upsell products,grow deals, and manage renewals. This persona also spends time prospecting for newopportunities in existing accounts and gathering requirements from prospects1Therefore, the key business process that defines their work and should be analyzed tomake sure the delivered experience fits their needs is maintaining relationships withexisting 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 theTrusted Advisor to easily access and update customer information, communicate andcollaborate with customers, and track and measure customer loyalty and retention23Managing sales pipeline and forecasting: This is not the key business process thatdefines the work of the Trusted Advisor persona, but rather the Data Expertpersona. The Data Expert persona spends 3+ hours a day on reporting and salesforecasting. They also spend 1–3 hours managing the sales pipeline and tools forthe sales team1Customizing and administering Salesforce: This is not the key business processthat defines the work of the Trusted Advisor persona, but rather the Sales Leaderpersona. The Sales Leader persona spends most of their day managing, coaching,and training sales reps. They also spendtime managing tools and processes forsales reps, which includes customizing and administering Salesforce1References:Learn About Sales Cloud Personas Unit | Salesforce TrailheadHow to Increase Your Sales with Personas for Salesforce Users | RTS LabsHow 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 3 answers
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 methodthat does not require any special equipment or software. The user only needs amicrophone or a phone to record their voice, and the tester only needs a way tolisten and observe the user’s actions.D. Flexibility. Thinking aloud is a flexible method that can be applied to varioustypes of tasks, products, and platforms. It can also be conducted remotely or inperson,synchronously or asynchronously, moderated or unmoderated, dependingon the needs and preferences of the tester and the user.E. Raw stream of thought. Thinking aloud provides a raw and rich stream of datathat reveals the user’s thoughts, feelings, expectations, assumptions, motivations,and frustrations as they interact with the product. It can help the tester tounderstand the user’s mental model, decision-making process, and satisfactionlevel.References: Thinking Aloud: The #1 Usability Tool, Thinking Aloud: What is it and for whichdigital product is it worthwhile?
Question # 10
What are three benefits of asking the user to think aloud during a user task? Choose 3 answers
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 methodthat does not require any special equipment or software. The user only needs amicrophone or a phone to record their voice, and the tester only needs a way tolisten and observe the user’s actions.D. Flexibility. Thinking aloud is a flexible method that can be applied to varioustypes of tasks, products, and platforms. It can also be conducted remotely or inperson,synchronously or asynchronously, moderated or unmoderated, dependingon the needs and preferences of the tester and the user.E. Raw stream of thought. Thinking aloud provides a raw and rich stream of datathat reveals the user’s thoughts, feelings, expectations, assumptions, motivations,and frustrations as they interact with the product. It can help the tester tounderstand the user’s mental model, decision-making process, and satisfactionlevel.References: Thinking Aloud: The #1 Usability Tool, Thinking Aloud: What is it and for whichdigital product is it worthwhile?
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