Salesforce Certified User Experience (UX) Designer Certification Exam Guide.

1. About the User Experience (UX) Designer Exam

The Salesforce Certified User Experience (UX) Designer exam is for candidates who are aspiring or experienced designers wanting to build and design solutions on the Salesforce Platform and should have a baseline knowledge of how to problem-solve and design using core UX concepts, and be able to deliver those experiences using the Salesforce Platform’s core features.

  • Content: 60 multiple-choice/multiple-select questions
  • Time allotted to complete the exam: 105 minutes
  • Passing Score: 65% (39 Questions out of 60)
  • Registration fee: USD 200 plus applicable taxes as required per local law
  • Retake fee: USD 100 plus applicable taxes as required per local law
  • Prerequisites: none

2. Salesforce Certified User Experience Designer Exam Guide

3. Exam Outline

Discovery: 13%

  • Provided with a set of business requirements, determine which research methodology and tools should be used to design a solution.
  • Given a scenario, demonstrate how to gather requirements and plan strategy given current user experiences.
  • Describe key Salesforce UX personas and which processes they normally do.
  • Given a scenario, describe how Salesforce can add value to user experiences. 

UX Fundamentals: 16%

  • Given a scenario, identify which UX method should be used to define a user experience.
  • Describe the impact of corporate branding and styling.
  • Describe key design principles and tools that define an accessible and engaging experience.
  • Describe mobile UX design fundamentals.

Human-Centered Design: 12%

  • Given a scenario, determine how to incorporate human-centered design into a customer solution.
  • Explain the importance of inclusive design.

Declarative Design: 27%

  • Given a scenario, describe how core Salesforce objects function, how that can affect the user experience, and when to use and customize them.
  • Given a scenario, describe declarative features that improve information presentation, hierarchy, and architecture in static experiences.
  • Given a scenario, describe declarative features that improve user efficiency over a series of steps.
  • Given a scenario, determine which global Salesforce configuration to use for optimized user flow.
  • Given a scenario, determine options for users to access onboarding, support, and learning.
  • Given a scenario, describe how to apply branding to a solution.

Testing: 11%

  • Given a scenario, plan methods for validating and testing a design with the end user.
  • Describe testing techniques needed for optimal user experiences.
  • Given a scenario, evaluate and manage design changes.

Salesforce Lightning Design System (SLDS): 21%

  • Describe SLDS and its purpose.
  • Given a scenario, determine out-of-the-box design and configuration consistent with the look and feel of Lightning Experience.
  • Given a scenario, utilize SLDS to create new and customized component functionality.

4. Salesforce Certified User Experience Designer Exam

5. Salesforce Certified User Experience Designer Exam Trailmix

6. Important Topics for Salesforce Certified User Experience Designer Exam

6.1 Discovery: 13% (8 Questions)

  • User Story – explain the roles of users in a Salesforce system, their desired activities, and what they intend to accomplish
  • Three Components of User Story
    • Who – From whose perspective will this story be written
    • What – What goal will be accomplished
    • Why – Why does the user need the functionality
  • A good User Story is governed by INVEST:
    • Independent: User stories should be self-contained, independent of other user stories
    • Negotiable: You should be able to make changes to a user story and rewrite it until it is implemented in a time box
    • Valuable: Each user story should deliver a business value to the user
    • Estimable: You should be able to estimate and determine the size/effort of a user story
    • Small: User stories should be small enough to fit in a time box
    • Testable: User stories need to provide information that is necessary for testing, i.e. to make the development of tests possible
  • User Story Mistakes to Avoid
    • The project team didn’t engage in story writing
    • The who of the user story is an undefined user
    • The why in the user story is feature specific
    • The acceptance criteria is too vague
    • The user story was assigned to the implementation team without a team discussion
  • What are key skills of UX Designer?
    • UX Research
    • Collaboration
    • Wire-framing and UI Prototyping
    • User Empathy 
    • Interaction Design
    • Communication
  • Common research method categories:
    • Behavioral methods focus on what people do
    • Attitudinal methods focus on what people say
    • Qualitative methods try to answer “Why?” or “How?”
    • Quantitative methods try to answer “How much?” or “How many?
  • Common research methods:
    • Surveys are good for casting a wide net to collect many responses
    • Card sorting activities are good for grouping things into categories, for example, items in a navigation menu
    • Contextual inquiry is good for observing a participant in their own environment to better understand how they work
    • Individual interviews are good for getting detailed information from a user and spending one-on-one time getting to know them or how they use your product or service
    • Focus groups are good for observing how participants respond to your questions in a group setting, noting similarities and differences to how they work or use your product or service
    • Usability testing is good for learning how your users experience your service or product by measuring tasks and performance
  • Four main parts to contextual inquiry
    • Context:  Go to the users’ environments to understand the context of their actions. In this case, you probably want to visit your users at their desks, rather than in your office or a conference room
    • Partnership:  Develop a master-apprentice relationship with your participant to better understand them, their tasks, and the environment they work in. Immerse yourself in your users’ work by performing the tasks they do, the way they do it. For example, taking customer calls or resolving support tickets
    • Interpretation:  Interpret your observations with the participant. Verify that your assumptions and conclusions are correct
    • Focus:  Develop an observation guide (that is, a list of behaviours, tasks, and/or areas to observe and questions to ask) to keep you focused on the subject of interest or inquiry
  • Golden Rules of Shadowing and Interviewing.
    • Get permission to record—If you want to record the conversation, whether voice or video, get approval from the interviewee first
    • Keep things informal and human—Engage your participants as you would a friendly neighbour. Picture them as the world expert on their unique perspective. Focus on understanding what makes them tick and how they conceive of what they’re trying to accomplish
    • Ask open-ended questions—Avoid “yes” or “no” questions based on your assumptions. Open-ended questions get participants talking. And just as Newton’s First Law would predict, after you get a person talking, they tend to keep talking
    • Practice active listening—Stay in the present moment rather than trying to analyze during the interview. You have time to analyze when you listen to the recording or watch the video later
    • Ask why—Listen closely for vague or general answers and immediately follow up by asking participants to explain more
  • The Hawthorne Effect – refers to a type of reactivity in which individuals modify an aspect of their behavior in response to their awareness of being observed
  • UX Personas for Salesforce (Sales, Service, Marketing & Community Cloud)

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