Salesforce-Platform-User-Experience-Designer Practice Test Questions

Explanation

The standard In-App Guidance feature in Salesforce Lightning Experience allows administrators to create step-by-step guidance using a sequence of Prompts, known as Walkthroughs. This built-in functionality directly uses Floating or Docked (Decked) Prompts for guidance. Crucially, Salesforce provides analytics on the usage and completion of these prompts, which can be visualized in standard Reports and Dashboards.

Correct Option

✅ C. Basic In-App Guidance Prompts
This is the native Salesforce feature designed precisely for delivering multi-step guidance using Floating or Docked Prompts, which are referred to as Walkthroughs. Salesforce automatically tracks metrics like "Views" and "Completes" for these walkthroughs, and this data is easily accessible for creating custom Reports and Dashboards to monitor user adoption.

Incorrect Options

❌ A. In-App Guidance Prompts using myTrailhead
While myTrailhead (or Sales Enablement) can deliver custom learning content, using it for basic Prompts/Walkthroughs is overly complex and requires an additional paid license. The fundamental capability to create prompts and report on their use is already included with the Basic In-App Guidance feature, making this a financially and technically inefficient solution.

❌ B. Custom build using Salesforce Flow
Building step-by-step guidance prompts using Salesforce Flow would require significant development time and maintenance overhead. Furthermore, Flow does not natively track adoption metrics (views and completion rates) in the same simple, standardized way as In-App Guidance does, necessitating a complex custom reporting solution.

❌ D. Use the Walkthrough App from AppExchange
While AppExchange offers third-party Digital Adoption Platforms (DAPs) for walkthroughs, the goal should always be to use native, built-in features first, especially when they perfectly meet the requirements. Basic In-App Guidance is a standard feature that provides the required Prompts and the necessary reporting, avoiding extra cost and app management.

📝 Summary
The Salesforce platform's Basic In-App Guidance feature, which includes Walkthroughs using Floating or Docked Prompts, is the optimal solution. It directly meets the need for step-by-step guidance and automatically logs the necessary usage data (Views and Completes) in the system. This allows the administrative team to leverage standard Salesforce Reports and Dashboards to easily monitor and track user adoption metrics.

🔗 Reference
Salesforce Help: Analytics for In-App Guidance
(This documentation confirms that Salesforce automatically tracks views and completion data for prompts and walkthroughs, and that a custom report type using the Prompt Action object can be created for in-depth analysis via Reports and Dashboards.)

Explanation

The UX Designer needs a structured method to rank user stories by comparing two specific factors: their value to the customer and the estimated effort to build them.

✅ Correct Option: B. Prioritization Matrix
This is the correct method because it is a decision-making framework specifically designed to evaluate and rank items against multiple criteria. A common format is the Value vs. Effort Matrix, which visually plots user stories based on their user value and development cost, helping teams identify high-priority "quick wins" and make objective decisions.

❌ Incorrect Option: A. Card Sorting
This technique is used for organizing information and understanding user mental models to design navigation or site structure. Its goal is categorization, not the comparative evaluation and ranking of items based on business value and resource cost.

❌ Incorrect Option: C. Customer Journey Map
This is a visualization tool that maps a user's process, emotions, and pain points when achieving a goal. While it reveals user needs to inform what to build, it is not a method for prioritizing a backlog of items against each other based on their relative value and implementation effort.

💡 Summary
To rank user stories by value and effort, use a Prioritization Matrix. Card Sorting organizes content, and Journey Maps visualize experiences; neither are designed for comparative prioritization.

🔗 Reference
This aligns with prioritization techniques covered in the official Trailhead module: "Effective Decision Making and Conflict Resolution" and the Salesforce Help documentation on project planning.

Explanation

Correct Option:

🟢 C. Stack components on the same page
Stacking components vertically creates a clear, linear reading order that screen readers can easily follow. This layout reduces cognitive load and avoids forcing users to navigate hidden or nested content. Salesforce accessibility best practices recommend simple page structures so assistive technologies can announce content in a logical, predictable sequence.

Incorrect Options:

🔴 A. Switch to a Lightning Console layout
Console layouts are designed for productivity and multitasking, not accessibility. They often rely on multiple regions and dynamic content updates, which can be difficult for screen readers to interpret clearly. This can lead to confusion and an inconsistent reading order for users who rely on assistive technology.

🔴 B. Place components in adjacent tabs
Tabs hide content until selected, which can interrupt the flow for screen reader users. Navigating between tabs requires additional context switching and may cause users to miss important information. For accessibility, visible and sequential content is preferred over tab-based organization.

🔴 D. Use accordions to organize components
Accordions collapse and expand content, which can make it harder for screen readers to detect and announce all available information. Users may not realize content exists inside collapsed sections, reducing discoverability and accessibility.

Summary:
Accessible Lightning pages should follow a simple, linear structure. Stacking components ensures predictable reading order and better screen reader support. Layouts that rely on hidden, collapsible, or dynamic regions can create barriers for users using assistive technologies.

References:
How to Configure Lightning Pages that Work for Your Users

Explanation

On mobile devices, screen space is limited, and users often interact with one hand while scrolling. Accordions help manage content density, but poor implementation can frustrate users. Best practices focus on keeping headings visible for context, limiting open sections to reduce scrolling fatigue, and avoiding complex structures or unreliable navigation methods.

✅ Correct Option: A. Include persistent headings.
Persistent headings remain visible even when a section is expanded, providing constant context on mobile screens. This helps users stay oriented without losing sight of other section titles, especially during vertical scrolling, and improves scannability and navigation in compact views.

✅ Correct Option: D. Only allow users to open one selection at a time.
Restricting to a single open section (exclusive collapse) prevents overwhelming the limited mobile viewport with too much content at once. It reduces excessive scrolling, focuses attention on one topic, and mimics familiar patterns like native mobile menus for smoother interaction.

❌ Incorrect Option: B. Nest an accordion inside of another
Nested accordions add layers of complexity, requiring multiple taps to reach deeper content. On mobile, this increases cognitive load, interaction cost, and frustration—general UX guidelines strongly recommend avoiding nesting to maintain simplicity and clarity.

❌ Incorrect Option: C. Use the ‘’back’’ browser button to collapse content
Relying on the browser back button for collapse breaks standard web navigation expectations and can accidentally exit the page. It’s unreliable for in-page interactions and disrupts user flow, especially in Salesforce mobile apps where native controls are preferred.

Summary
Persistent headings keep context visible on small screens. Single-open sections control content overflow and scrolling. Avoid nesting or browser back for collapse to prevent confusion. These enhancements align with mobile-first UX for better accessibility and efficiency.

Reference:
Accordion Component Blueprint
Accordion Guidelines and Best Practices
Lightning Accordion Component Documentation

Explanation

If the most frequent daily task is accessing specific reports, the best practice is to reduce the steps needed for that action. Updating the user's homepage to include direct links or a dashboard component displaying these specific, commonly used reports is the most direct way to eliminate reliance on the search bar, maximizing efficiency and streamlining their daily workflow.

Correct Option

✅ B. Update the homepage with access to commonly used reports
Placing the most frequently accessed items directly on the homepage is a core principle of good UX design for productivity . This solution directly addresses the identified pain point by eliminating the need to search or navigate, saving the user significant time and clicks every single day.

Incorrect Options

❌ A. Make the global search bar bigger on every page
While search visibility is important, making the search bar physically bigger does not solve the underlying efficiency problem. The user still has to type, select, and navigate, which is slower than a single click from the homepage. This change provides minimal functional improvement for the primary daily task.

❌ C. Add the daily task component to the homepage
A "daily task component" is typically used for managing activities like calls, emails, or upcoming meetings, which are different from viewing reports. This component would not solve the user's report access issue. Focusing on the actual content (reports) rather than general activity management is the correct design focus.

❌ D. Create the mind board to communicate the visual style of the UI
A mind board (or mood board) is a tool used much earlier in the design process to establish visual identity, brand, and emotional tone. This action is completely irrelevant to the immediate functional requirement of improving access efficiency for a highly frequent, specific daily task like viewing reports.

📝 Summary
The UX designer should recommend updating the user's homepage to provide direct, one-click access to their commonly viewed reports. This approach follows the principle of bringing the most important daily actions to the forefront, immediately improving the user's productivity and addressing the time wasted using the search bar for frequent tasks. This is the most efficient and user-centric solution.

🔗 Reference
Salesforce Trailhead: Manage Home Page and User Profiles
(The module emphasizes tailoring the homepage with components like the dashboard and specific reports to streamline workflows and drive user productivity.)

Explanation

The question asks for the UX design method specifically used to visually map out a user's step-by-step process to accomplish a specific task or goal within a system.

✅ Correct Option: D. User Flow
This is the correct method. A User Flow (also called a task flow) is a diagram that visually represents the precise sequence of steps a user takes to achieve a defined goal, like completing a purchase or filing a support ticket. It maps out each screen, interaction, and decision point the user encounters, focusing on the process, logic, and navigation path.

❌ Incorrect Option: A. User Persona
A User Persona is a detailed, fictional profile representing a key user type. It is a foundational research artifact used to build empathy and understand user goals, behaviors, and pain points. However, it is a descriptive profile, not a visual map of sequential steps or interactions.

❌ Incorrect Option: B. Site Map
A Site Map is a hierarchical diagram that outlines the structure and organization of pages or content within a website or application. It shows how information is grouped and linked but does not illustrate the dynamic, step-by-step journey a specific user takes to complete a task.

❌ Incorrect Option: C. Lightning Flow
Lightning Flow is a powerful Salesforce automation tool used to build guided business processes, like screen flows that collect information. While a flow automates steps for a user, it is a functional implementation tool, not a UX design method for visually mapping and analyzing a user's journey.

💡 Summary
To visually map a user's step-by-step process, the correct UX method is a User Flow. Personas describe who the user is, site maps show content structure, and Lightning Flow is an implementation tool—none of these create the required sequential visual representation of a task.

🔗 Reference
This is covered in the official Trailhead module: "User-Centered Design Process", which details core UX deliverables, including User Flows.

Explanation

Correct Option:

🟢 C. Menu tabs can be Visualforce and Lightning pages
Salesforce mobile navigation menus allow administrators to include Visualforce pages and Lightning pages as menu items. This capability enables UX Designers to surface custom functionality, branded experiences, or task-focused pages directly within the mobile app. It provides flexibility to tailor the mobile experience without relying on unsupported conditions like user location or automatic role-based menus.

Incorrect Options:

🔴 A. Menu tabs can be based on different user types
Mobile navigation menus in Salesforce are not dynamically configured based on user types. While apps and profiles can control access, the mobile navigation menu itself does not automatically adjust tabs per user role. This makes the option inaccurate for describing supported administrative capabilities.

🔴 B. Menu tabs visibility is based on user location
Salesforce does not provide native functionality to change mobile navigation menu items based on a user’s physical location. Location-based visibility is not supported for menu configuration, making this option incorrect and not aligned with Salesforce mobile setup features.

Summary:
Salesforce mobile navigation menus support custom content through Visualforce and Lightning pages. This allows UX Designers to create tailored mobile experiences using supported components. Options suggesting location-based or user-type-based menus are not valid Salesforce capabilities.

References:
Customize the Salesforce Mobile App Navigation Menu
Visualforce and Lightning Pages in Salesforce Mobile

Explanation

The discovery phase in Salesforce UX projects focuses on deeply understanding user needs, business goals, and current challenges before designing solutions. Effective planning involves structured research preparation, direct user engagement for authentic insights, and a clear focus on the root problem to avoid premature solutioning, ensuring human-centered outcomes.

✅ Correct Option: B. Gather insight from end users.
Directly engaging end users through interviews, observations, or surveys uncovers real behaviors, pain points, and motivations. This empathetic approach provides qualitative data essential for creating personas, journey maps, and requirements that reflect actual usage patterns in Salesforce environments.

✅ Correct Option: C. Establish the research plan and timeline.
A well-defined plan outlines objectives, methods (e.g., interviews, shadowing), participant recruitment, and a realistic timeline with milestones. This structured strategy keeps the discovery phase organized, aligned with stakeholders, and efficient, preventing scope creep or delays.

✅ Correct Option: D. Understand the problem before moving to solutions.
Discovery prioritizes framing the problem space thoroughly—asking "why" repeatedly and validating assumptions—before ideation. Jumping to solutions risks building the wrong features; focusing here ensures designs address true user and business needs effectively.

❌ Incorrect Option: A. Consider platform-based before custom solutions.
This is a best practice during the design and implementation phases (e.g., leveraging declarative tools like Flow or SLDS components). In discovery planning, the emphasis is on research and problem understanding, not yet evaluating solution types.

❌ Incorrect Option: E. Determine user acceptance criteria.
Defining acceptance criteria or success metrics typically occurs after discovery, during requirements refinement or testing planning. Discovery focuses on exploration and insight gathering, not final validation benchmarks.

Summary
Gather end-user insights for empathy-driven requirements. Create a clear research plan and timeline for structured execution. Fully understand the problem to guide meaningful solutions. These foundational practices set up successful, user-centered Salesforce UX projects.

Reference:
Learn About Discovery
UX Basics – Discovery and Research
Get to Know the Salesforce Designer Role

Explanation

Lightning Console Apps are designed specifically for high-velocity, fast-paced work environments, making them ideal for sales representatives who need to close deals quickly. The console layout enables them to view and interact with multiple records simultaneously using split view and tabs, allowing them to access related information and execute common actions, such as quick pricing lookups, with a single, efficient click.

Correct Option

✅ C. They can complete actions with a single click.
Console Apps dramatically speed up workflows by utilizing Quick Actions and utility bar components that are instantly accessible across all records without navigating away. This allows sales reps to execute common tasks like generating a quote, updating a field, or accessing a quick pricing calculator in a single, focused click, supporting the goal of closing deals faster.

Incorrect Options

❌ A. They can organize items in the utility bar.
While Console Apps do support the Utility Bar, this feature itself (the ability to organize items) is available in all Lightning apps, including standard navigation apps. The unique, high-productivity benefit of the console lies in its multi-tab interface and speed-focused design, not the mere presence of the Utility Bar.

❌ B. They can add records to Favorites.
The ability to add records to Favorites is a standard feature of the entire Lightning Experience interface and is not unique or exclusive to Lightning Console Apps. Therefore, this is a universal feature benefit, not the specific advantage that the Console App offers to speed up complex, multi-record sales processes.

📝 Summary
The primary benefit of using a Lightning Console App for sales representatives focused on fast deal closure is the ability to complete actions with a single click within a highly efficient workspace. The console's tabbed, multi-record interface combined with readily available Quick Actions and utility bar components minimizes navigation and clicks, allowing the reps to quickly access pricing and execute closing procedures, directly supporting the business goal.

🔗 Reference
Salesforce Trailhead: Lightning Console App Basics
(The module highlights how console apps are designed for efficiency, high-velocity work, and the ability to view and interact with multiple records simultaneously without losing context, which is key to fast-paced sales.)

Explanation

This scenario involves a designer needing to understand what needs to be improved on an existing website before jumping into creating new designs. The first step is to assess the current interface to identify specific usability issues and opportunities.

✅ Correct Option: A. Heuristic Evaluation
A Heuristic Evaluation is the correct first tool. It is a usability inspection method where an expert (the UX Designer) systematically reviews an existing interface against a set of established usability principles (heuristics), such as consistency, error prevention, and user control. This provides a quick, low-cost analysis of major problems without requiring user research sessions, giving Cloud Kicks a clear, actionable list of what needs to be fixed before any new design work begins.

❌ Incorrect Option: B. Low-Fidelity Prototype
A Low-Fidelity Prototype (like a sketch or wireframe) is a tool for exploring and communicating new design solutions after the problems are understood. Creating one now would be premature, as the designer hasn't first diagnosed the specific issues with the current site. It's a solutioning tool, not a diagnostic tool.

❌ Incorrect Option: C. Design Template
A Design Template (like a Salesforce Experience Builder template) provides a pre-built structure and style for creating a new site. Applying a template to an existing site without first understanding its unique user needs and specific flaws would likely just apply a new look over the old problems without solving the core usability issues. It's a implementation asset, not an evaluation method.

💡 Summary
When the problem is unknown ("unsure about what should be done"), the designer must first diagnose the issues with the current interface. A Heuristic Evaluation is the appropriate expert-led assessment tool for this. Prototypes and templates are used in later stages to propose and implement solutions.

🔗 Reference
The use of Heuristic Evaluation is covered in the official Trailhead module: "Evaluate Usability" within the UX Design skill path. The module explains how to apply Nielsen's heuristics to evaluate an interface, which is a core competency for the Platform User Experience Designer exam.