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Salesforce Certified
User Experience
Designer (SU24)
Version: Demo
[ Total Questions: 10]
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Question #:1
The service team at Cloud Kicks has complained about the quantity of list views available, ,making it hard
find the relevant ones.
In which two ways should their experience be improved? Choose 2 answers
Request users to create and share their list views.
Share list views to Public Groups and only add relevant users.
Remove irrelevant public list views.
Recommend using related lists instead of list views.
Answer: B C
Explanation
 To improve the experience of the service team at Cloud Kicks, their UX Designer should do the following12:
B. Share list views to Public Groups and onlyadd relevant users. This will help to organize and manage
the list views based on the roles and responsibilities of the service team members, and to avoid
cluttering their list view menu with unnecessary or irrelevant list views. Public Groups are collections
ofusers, roles, or other groups that can be used to share listviews, reports, dashboards, and other
records3.
C. Remove irrelevant public list views. This will help to reduce the number of list views available, and
to make it easier for the service team members to find the relevant ones. Irrelevant public list views are
those that are outdated, duplicated, unused, or not applicable to the service team’s needs or goals.
References: List Views - Salesforce Help, Your Complete Guide to Salesforce List Views in
Lightning, Public Groups - Salesforce Help, Improve List View Performance - Salesforce
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?
Usability Testing
Survery
Focus Groups
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Qualitative
Answer: A
Explanation
 Usability testing is a type of testing that evaluates how easy and intuitive a product or service is to useby
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
Question #:3
Cloud Kicks is incorporating Relationship Design principles into its business model and customer offerings
wherever possible.
Which principle would represent their company strategy?
Reframing products in terms of outputs over outcomes
Prioritizing engagement over number of impressions
Highlighting product benefits over uncovering customer needs
Answer: B
Explanation
The principle that would represent Cloud Kicks’ company strategy is prioritizing engagement over number of
impressions. This principle is basedon the intention mindset of Relationship Design, which means engaging
with clear purpose and focusing on the quality of interactions rather than the quantity1. Reframingproducts in
terms of outputs over outcomes (A) is not a Relationship Design principle, as it does not consider the value or
impact of the products for the customers. Highlighting product benefits over uncovering customer needs © is
also not a RelationshipDesign principle, as it does not show empathy or understanding of the customers’
problems or goals. References:
Embrace the Relationship Design Mindsets Unit | SalesforceTrailhead
Question #:4
A UX Designer presents a creativedesign approach tosolving end-user problems, beginning with identifying
their needs and ending with creating solutions that meet those needs.
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Which approach is being followed?
Salesforce Declarative Design
Digital Declarative Design
Human-Centered Design
User Interface Design
Answer: C
Explanation
The approach that is being followed by the UX Designer is the 
. This is a creative
Human-Centered Design
design approach that focuses on understanding the end-user’s needs, problems, and context,and then creating
solutions that are desirable, feasible, and viable for them. The Human-Centered Design process typically
involves four phases: empathize, define, ideate, and prototype.
References:
: Human-Centered Design
: Empathize, Define, Ideate, Prototype
Question #:5
Cloud Kicks (CK) has been tracking the detailsof 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?
Objects to represent facility details and fieldsto store storage facilities
Objects to represent both storage facilities and facility details
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
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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 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 facilitydetail, asthey 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. References:
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 SalesforcePlatform
Understand Custom & Standard Objects Unit | Salesforce Trailhead
Question #:6
Service agents are complaining that the new custom object to track reservation has too many fields and is
duttering 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?
AppExchange Apps
Dynamic Forms
Process Builder
In-App Prompts
Answer: B
Explanation
 Dynamic Forms is a feature that allowsusers to customize the layout of a record detail page by placing fields
and sections anywhere on the page, and applying visibility rules to show or hide them based on certain
criteria. Dynamic Forms can help service agents to create user-centric, intuitive, and dynamic layouts that
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display only the relevant fields and sections for the reservation process. Dynamic Forms can also improve
page load times and reduce the need for multiple page layouts and record types. Dynamic Forms is currently
available for custom objects and some standard objects in Lightning Experience12. 
:
References
Dynamic Forms
Get Started with Dynamic Forms
Question #:7
A UX Designerwants to understand the mental model of employees who have requested a new internal
community, The brief specifies what the employees should be able to do on the site, but the designer needs to
suggest a suitable architecture.
Which technique should be used?
User Test
Cognitive Walkthrough
Tree Testing
Card Sorting
Answer: D
Explanation
Card sorting is a technique that helps UX designers understand the mental model of users and how they
organize information into categories. Card sorting involves givingusers a set of cards, each with a piece of
information or a feature, and asking them to sort them into groups that make sense to them. The designer can
then analyze the results and identify patterns, similarities, and differences among the users’ categorizations.
Card sorting can help the designer suggest a suitable architecture for the new internal community, based on
how the employees think about the site’s content and functionality. Card sorting can be done in person or
online, using tools like OptimalSort or UserZoom1. 
:
References
[Salesforce Certified User Experience Designer Exam Guide], Section2.1: Conduct user research
[UX Designer Certification Prep: User Research], Unit 3: User Research Methods
[Prepare for Your UX Designer Credential], Trailmix: User Research
[Card Sorting: A Definitive Guide]1
Question #:8
What are Salesforce coredesign principles when making design decisions?
Emphasis, Alignment. Consistency, Beauty
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Clarity, Efficiency, Consistency, Beauty
Emphasis, Efficiency, Repetition, Proportion
Clarity, Efficiency, Balance, Proportion
Answer: B
Explanation
The SalesforceLightning Design System (SLDS) reflects the patterns and components that underpin the
Salesforce product. These patterns and components provide a unified language and consistent look and feel
when designing apps and products within the Salesforce ecosystem. The Lightning Experience UI, which
SLDS represents, was crafted using four core design principles. We encourage you to keep them in mind as
you develop your applications. They are1:
Clarity — Eliminate ambiguity. Enable people to see, understand, and act with confidence.
Efficiency — Streamline and optimize workflows. Intelligently anticipate needs to help people work
better, smarter, and faster.
Consistency — Create familiarity and strengthen intuition by applying the same solution to the same
problem.
Beauty —Demonstrate respect for people’s time and attention through thoughtful and elegant
craftsmanship. 
: Introduction to the Salesforce Lightning Design System
References
Question #:9
Cloud Kicks wants to use Paths for onboarding its sales representatives.
Which Path featureshould be used to add onboarding value?
Integrated buttons to automate approvals
Actions and recommendations component
A Key fields to complete before next Path stage
Answer: C
Explanation
The Path feature that should be used to add onboarding value for thesales representatives is the Key
fields component. The Key fields component allows the admin to specify up to five fields that are important
or required for each stage of the Path. The sales reps can see and edit these fields directly from the Path,
without scrolling through the record page. This helps to guide the reps on what information they need to
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gather or update at each stage, and ensures data quality and completeness. The Key fields component can also
be used to enforce validation rules or requiredfields, by preventing the reps from moving to the next stage
until they fill out the necessary fields. References:
: Set Up a Path
: Considerations and Guidelines for Creating Paths
: Optimize Sales Processes with Path in Salesforce
Question #:10
Cloud kicks wants toincorporates human-centered design across its organization
Which two practices should beadopted
Including innovative ideas to showcase technology
observing user behavior
putting oneself in the situation of the end-user
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 theperspective 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 contextand
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.
References:
: [What is Human-Centered Design?]
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: [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]
: [UX Research Methods: Empathy]

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