Free Salesforce Certified Platform User Experience Designer Exam Practice Questions

Sample Practice Questions

Try these 10 sample questions from the Salesforce Certified Platform User Experience Designer Exam practice bank. Each includes the answer and explanation. Continue with the interactive practice above to review the full question set.

1. 1A team is redesigning Salesforce work for warehouse staff. It needs to see how interruptions and physical surroundings affect their existing tasks. Which research method directly addresses that need?

   1. A. Individual interviews in a meeting room
   2. B. Contextual inquiry in the workplace
   3. C. A survey of stated feature preferences
   4. D. Card sorting of proposed menu labels

   Answer: B

   Explanation: Salesforce states, "Contextual inquiry is good for observing a participant in their own environment to better understand how they work." Observing staff where the work occurs reveals the interruptions and surroundings that the team needs to understand.

   Reference: Define Your Research Plan — UX Research Basics — Choose a Good Research Method

2. 2A Salesforce designer needs to show a persona’s experience across touchpoints over time and identify where the process becomes frustrating. Which artifact fits this purpose?

   1. A. An empathy map
   2. B. An ecosystem map
   3. C. A journey map
   4. D. A screen wireframe

   Answer: C

   Explanation: Salesforce defines it: "A journey map is a visualization of each step of a persona’s experience with a product or service over a period of time." It exposes the sequence and pain points across touchpoints. Empathy maps focus on thoughts and feelings, ecosystem maps on relationships, and wireframes on screens.

   Reference: Create UX Artifacts — User Experience Basics — Mapping — Journey map

3. 3A Salesforce team can build a proposed feature and the business can fund it, but research finds that customers do not need the outcome it provides. Which human-centered design criterion remains unmet?

   1. A. Feasibility
   2. B. Desirability
   3. C. Viability
   4. D. Sustainability

   Answer: B

   Explanation: Salesforce states, "When a solution is desirable, that means people actually need it." The missing customer need is a desirability problem. Buildability and business-model fit address feasibility and viability; environmental sustainability is a separate criterion.

   Reference: Explore Human-Centered Design — Relationship Design — Human-Centered Design — desirable, feasible, and viable

4. 4A business-to-business Salesforce solution needs a record for each customer company, with people associated to the company separately. Which standard object should represent the company?

   1. A. Contact
   2. B. Account
   3. C. Lead
   4. D. Opportunity

   Answer: B

   Explanation: Salesforce states, "Accounts are the companies you’re doing business with." Contacts represent people at an account, leads represent unqualified prospects, and opportunities represent qualified sales work. The company itself belongs in an Account.

   Reference: Learn About the Salesforce Customer Success Platform — Salesforce Standard Objects — Accounts

5. 5A Salesforce change affects only support agents who handle escalations. How should the team recruit participants to validate the new experience?

   1. A. Recruit any available employees regardless of their tasks
   2. B. Recruit only executives who approved the project budget
   3. C. Recruit users from the affected escalation-handling segment
   4. D. Recruit only designers who already know the proposed interface

   Answer: C

   Explanation: Salesforce advises, "if the thing you’re testing only impacts a specific segment of your users, then look to those groups for participants." The affected users provide relevant task experience. Availability, budget ownership, or design familiarity alone does not establish that relevance.

   Reference: Define Your Research Plan — UX Research Basics — Inviting Participants to Join Your Study

6. 6What does Salesforce mean by describing SLDS 1 as a living design system as the Salesforce Platform evolves?

   1. A. It receives UI updates with each new Salesforce Platform release
   2. B. It is refreshed only when customers commission a new design system
   3. C. Its UI definitions remain fixed after a team’s initial installation
   4. D. Its updates follow a third-party JavaScript framework’s release cycle

   Answer: A

   Explanation: Salesforce states, "SLDS is designed to be a living design system: It’s open-source, and receives UI updates with every new release of the Salesforce platform." Its ongoing platform-aligned evolution differs from a one-time design artifact, a separately commissioned redesign, or a third-party framework’s release schedule.

   Reference: Get Started with the Salesforce Lightning Design System (SLDS) — What’s the Salesforce Lightning Design System?

7. 7Users disagree with the proposed categories in a Salesforce navigation menu. The designer wants evidence about how users would group its items. Which activity should the designer choose?

   1. A. A focus group discussing the menu
   2. B. A survey rating the current menu
   3. C. Card sorting of the menu items
   4. D. A timed test finding menu destinations

   Answer: C

   Explanation: Salesforce states, "Card sorting activities are good for grouping things into categories, for example, items in a navigation menu." Sorting reveals expected groupings. A focus group elicits discussion, a rating survey assesses the current menu, and a timed finding task measures navigation performance rather than eliciting categories.

   Reference: Define Your Research Plan — UX Research Basics — Choose a Good Research Method

8. 8A project connects Salesforce, a finance application, partner services, and several teams. Which artifact should document the relationships among these systems and people?

   1. A. An ecosystem map
   2. B. An empathy map
   3. C. A screen mockup
   4. D. A click-through prototype

   Answer: A

   Explanation: The unit says, "An ecosystem map helps visualize complex relationships among multiple systems." It also explains that these maps include services, channels, and people. This relationship view is different from a persona’s psychology, a screen’s appearance, or a simulated interaction.

   Reference: Create UX Artifacts — User Experience Basics — Mapping — Ecosystem map

9. 9Customers want a proposed experience and it fits the organization’s business model. Engineers are investigating whether available technology can actually deliver it. Which criterion are they evaluating?

   1. A. Desirability
   2. B. Inclusivity
   3. C. Viability
   4. D. Feasibility

   Answer: D

   Explanation: The unit states, "When a solution is feasible, that means you can actually build it." Engineering buildability is feasibility, distinct from user need, diverse participation, or compatibility with the business model.

   Reference: Explore Human-Centered Design — Relationship Design — Human-Centered Design — desirable, feasible, and viable

10. 10A designer is modeling the individual employees who work at a customer company already represented by a business Account. Which standard object fits those individuals?

    1. A. Case
    2. B. Opportunity
    3. C. Account
    4. D. Contact

    Answer: D

    Explanation: Salesforce states, "Contacts are the people who work at an Account." Contact therefore fits the individual employees at the customer company. The Service Console guidance notes, "While AI and automation handle routine tasks, the core job of a service rep is still managing the lifecycle of a case." Cases represent support work, while Account represents the company and Opportunity represents qualified sales work.

    Reference: Learn About the Salesforce Customer Success Platform — Salesforce Standard Objects — Contacts