1

In the Human-Centred Design (HCD) process, what is the primary goal of the Empathize phase?

AGenerate as many solution ideas as possible without judgment BDeeply understand users' needs, behaviours, and motivations through research CBuild a testable representation of the proposed solution DDefine a point-of-view problem statement based on user insights

2

Which HCD phase produces a clear problem statement that frames the design challenge from the user's perspective?

AEmpathize BIdeate CDefine DPrototype

3

In the HCD Ideate phase, which technique encourages participants to generate as many ideas as possible by building on each other's contributions?

ABrainstorming / "Yes, and…" thinking CUsability testing with real users BAffinity mapping of existing data DA/B testing two live variants

4

What distinguishes a moderated usability test from an unmoderated one?

AModerated tests are always conducted remotely BUnmoderated tests require a facilitator to be present CModerated tests never use task scenarios DModerated tests have a facilitator who can ask follow-up questions in real time

5

In a closed card sort, what do participants do with the provided cards?

ACreate their own category names before sorting BSort cards into pre-defined category names provided by the researcher CNavigate a live website hierarchy and record their paths DRank cards in order of personal preference

6

Tree testing is primarily used to evaluate which aspect of a design?

AVisual aesthetics and colour palette preferences BEmotional response to brand messaging CThe findability of content within an information architecture hierarchy DPerformance load times of web pages

7

What is a research-based persona, as opposed to a proto-persona?

AA persona grounded in actual user research data such as interviews and observations BA fictional marketing character created for brand positioning CA persona based solely on stakeholder assumptions without user data DA demographic profile pulled from a CRM system

8

Which of the following is considered an anti-pattern when creating user personas?

AIncluding goals, frustrations, and behaviours derived from interviews BValidating personas with additional rounds of research CRepresenting a cluster of real users rather than an individual DBuilding personas around demographic data alone without behavioural insights

9

On a user journey map, what do "touchpoints" represent?

AThe emotional high and low points in the user's experience BSpecific moments where the user interacts with the product, service, or brand CThe business goals aligned with each journey stage DDesign opportunities identified for future iterations

10

In the Jobs-to-be-Done (JTBD) framework, how is a job story structured?

A"As a [role], I want [feature] so that [benefit]" B"Given [context], when [trigger], then [outcome]" C"When I [situation], I want to [motivation], so I can [outcome]" D"The user needs [feature] because [business reason]"

11

What is the key difference between "findability" and "discoverability" in information architecture?

AFindability is locating something you know exists; discoverability is encountering something you didn't know about BFindability applies to mobile apps; discoverability applies to desktop applications CFindability is measured by search engine rankings; discoverability is measured by social shares DThey are synonymous terms used interchangeably in IA

12

In the Salesforce Lightning Design System (SLDS), what are design tokens?

AJavaScript variables that control component behaviour BApex annotations used to theme Visualforce pages CCSS class names for grid layout columns DNamed entities that store visual design values such as colour, spacing, and typography for consistent styling

13

Which SLDS utility class applies a flexbox row layout with equal spacing between items?

Aslds-grid slds-wrap Bslds-grid slds-grid_align-spread Cslds-col slds-size_1-of-2 Dslds-flex slds-justify-between

14

When should you use a paper prototype rather than a high-fidelity coded prototype?

ADuring final stakeholder sign-off before development begins BWhen testing micro-interaction animations with engineering CIn early ideation to quickly test concepts cheaply before investing in detail DFor final accessibility audits with assistive technology users

15

According to Nielsen's 10 usability heuristics, "Visibility of System Status" means the system should:

AAlways keep users informed about what is going on through appropriate feedback within reasonable time BMatch its visual design to the user's operating system theme CShow all available features in the navigation menu at all times DDisplay the current user's name and role in the header

16

Which Nielsen heuristic is violated when a system uses jargon and terminology unfamiliar to the user?

AError Prevention BFlexibility and Efficiency of Use CAesthetic and Minimalist Design DMatch Between System and the Real World

17

WCAG 2.1 Level AA requires a minimum contrast ratio of 4.5:1 for which type of text?

ALarge text (18pt or 14pt bold and above) BNormal-sized body text below 18pt (or 14pt bold) CDecorative or logo text DPlaceholder text inside form inputs

18

Which ARIA role should be applied to a landmark region that contains the main navigational links of a page?

Arole="main" Brole="header" Crole="navigation" Drole="region"

19

What is "focus management" in the context of keyboard accessibility?

AProgrammatically controlling where keyboard focus moves after user actions such as opening a modal or submitting a form BRemoving all visible focus indicators to keep the UI clean CRestricting mouse clicks to only focusable elements DSetting tabindex="-1" on every element in the page

20

In Salesforce Lightning App Builder, what does "Dynamic Forms" enable on a Record Page?

AAutomatically generate flows from field definitions BReplace all standard components with custom LWC components CDisplay fields based on a formula or filter without page-level layouts DPlace individual fields and sections on a record page and control their visibility with component visibility filters

21

Which Salesforce feature allows you to show or hide an entire Lightning component on a record page based on field values or user criteria?

ADynamic Actions BComponent Visibility filters in Lightning App Builder CProfile-based page layout assignment DValidation rules with page redirect

22

In Flow Builder, which navigation style for a Screen Flow displays a numbered step indicator at the top of each screen?

AFooter navigation only BAuto-layout navigation CProgress indicator (steps or path style) DBreadcrumb trail component

23

What is the maximum number of items recommended in the Salesforce Mobile navigation bar?

A5 items B10 items C7 items D3 items

24

Which Salesforce in-app guidance type is permanently docked at the bottom of the screen while the user works?

AFloating prompt BWalkthrough CModal dialog DDocked prompt

25

When is a bar chart the most appropriate data visualisation choice?

AShowing trend changes over a continuous time period BComparing discrete categories or groups to each other CDisplaying the relationship between two numeric variables DShowing each category's percentage of a total

26

The F-pattern in dashboard layout design refers to:

AA framework for filtering report data in CRM Analytics BA Salesforce-specific field labelling convention CThe tendency for users to scan content in an F-shaped pattern, prioritising top-left content DThe four-column flexible grid in SLDS

27

Which form label placement is generally considered the most usable because it reduces eye movement between label and field?

ATop-aligned labels directly above the input field BRight-aligned labels to the right of the input field CPlaceholder text inside the field replacing the label DTooltip labels visible only on hover

28

According to error message best practices, a good error message should be:

AWritten in technical language so developers can debug quickly BDisplayed only in the browser console to avoid alarming users CGeneric so it applies to all possible error scenarios DSpecific, written in plain language, and tell the user how to recover

29

What does "inline validation" mean in the context of form design?

AValidating all fields only after the form is submitted BProviding real-time feedback on a field as the user types or moves focus away CEmbedding validation rules inside the Salesforce object definition DDisplaying a summary of all errors in a modal after submission

30

In A/B testing, what is the "control" version?

AThe version with the highest predicted conversion rate BThe version shown to internal stakeholders only CThe existing or baseline version against which the variant is compared DThe version that uses the most restrictive accessibility settings

31

Which WCAG 2.1 conformance level requires the most extensive accessibility implementation?

ALevel AAA BLevel AA CLevel A DLevel ARIA

32

In SLDS, which class is used to visually hide content while keeping it accessible to screen readers?

Aslds-hide Bslds-invisible Cdisplay:none Dslds-assistive-text

33

What is the key advantage of auto-layout mode in Flow Builder compared to free-form mode?

AAuto-layout supports more element types than free-form BAuto-layout automatically arranges elements and connectors for easier readability and maintenance CAuto-layout allows elements to be placed anywhere on an infinite canvas DAuto-layout generates Apex code automatically

34

What is the primary purpose of compact layouts in Salesforce Mobile?

ATo define which fields appear on the full record detail page BTo control which report columns are displayed on mobile CTo display a condensed set of key fields in record highlight panels and mobile card formats DTo reduce page load time by compressing images

35

Salesforce in-app guidance walkthroughs differ from floating prompts in that walkthroughs:

AGuide users through a multi-step sequence of actions or pages BAppear as a permanent notification in the app header CCan only be triggered by an Apex class DAre visible to all users regardless of profile or permission

36

Which Nielsen heuristic states that the design should prevent problems from occurring in the first place?

AHelp Users Recognise, Diagnose, and Recover from Errors BUser Control and Freedom CConsistency and Standards DError Prevention

37

A scatter chart is best suited for:

AShowing parts of a whole as slices of a circle BRevealing correlations or clusters between two continuous numeric variables CComparing sales figures across multiple regions using bars DTracking a single metric over time with a connected line

38

What is "Recognition over Recall" as a Nielsen usability heuristic?

AThe system should recognise the user's account and pre-fill login details BUsers should recall keyboard shortcuts to speed up workflows CMinimise the user's memory load by making objects, actions, and options visible rather than requiring them to remember information DThe system should recognise typing errors and auto-correct them

39

What is contextual inquiry in UX research?

AObserving and interviewing users in their natural work environment while they perform real tasks BA survey sent to users after they complete an onboarding flow CA lab-based usability test with think-aloud protocol DAnalysing web analytics data to identify drop-off pages

40

Which WCAG 2.1 Level AA contrast ratio applies to large text (18pt or 14pt bold)?

A7:1 B4.5:1 C2:1 D3:1

41

In CRM Analytics (Einstein Analytics) dashboard design, which principle helps users quickly identify the most important KPI?

AUsing more than six chart types on one dashboard for variety BPlacing the primary KPI at the top left where users scan first and using visual hierarchy CMaking all charts the same size to maintain visual balance DRemoving all colour from the dashboard to avoid distraction

42

Which Salesforce feature enables Dynamic Actions on a Record Page, replacing static page layout buttons?

AFlow Builder with a Screen flow BCompact layout assignments per record type CDynamic Actions configured in Lightning App Builder with filter criteria DCustom Apex triggers on the object

43

What does "Flexibility and Efficiency of Use" mean as a Nielsen usability heuristic?

AAccelerators and shortcuts should be available for expert users while not impeding novice users BThe system should automatically complete forms on the user's behalf CThe layout should be flexible enough to work on all screen sizes DUsers should be allowed to customise the colour theme of the application

44

What is internationalisation (i18n) consideration in Salesforce UI design?

ATranslating Apex class names into multiple languages BLimiting the application to English-speaking markets only CChanging the corporate logo for different geographic regions DDesigning UI to support multiple languages, date/number formats, text directionality (RTL), and locale-specific conventions

45

Which onboarding UX pattern is most appropriate for teaching a first-time user the core workflow of a complex Salesforce application?

ADisplaying a full PDF user manual on first login BA guided multi-step walkthrough using in-app prompts that highlight UI elements in context CSending a detailed email with screenshots before the user logs in DDisplaying a single welcome modal with all features listed alphabetically

46

What is a mental model in the context of UX and information architecture?

AA technical diagram of the system's database schema BThe actual navigation structure of the application CThe user's internal representation and expectations about how a system works, formed by prior experience DA wireframe created during the Prototype phase of HCD

47

In dark mode design for Salesforce, which practice helps maintain accessibility compliance?

ARe-testing contrast ratios for all text and UI elements against the dark background to meet WCAG AA standards BUsing the same colour hex values as light mode since contrast is relative CDisabling screen reader support in dark mode to avoid conflicts DUsing only white text on all dark backgrounds regardless of element type

48

What is a hybrid card sort study?

AA study that combines usability testing with tree testing BA study conducted with both remote and in-person participants simultaneously CA study using both quantitative surveys and qualitative interviews DA study where some categories are pre-defined but participants can also create new categories

49

Which SLDS component class is used to implement the standard Salesforce card blueprint with a header, body, and footer?

Aslds-panel Bslds-card Cslds-box Dslds-tile

50

In responsive email design for Salesforce, which approach ensures the layout adapts correctly on mobile email clients?

AUsing CSS Grid with auto-fit columns throughout the email template BRelying on JavaScript media queries to detect screen width at runtime CUsing fluid, single-column layouts with percentage-based widths and CSS media queries for wider screens DBuilding separate email templates for each device type and sending them individually

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