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Salesforce Design > Design Cert Sample Test Questions > Flashcards

Design Cert Sample Test Questions Flashcards

1
Q

Discovery

________ explains the roles of users in a Salesforce system, their desired activities, and what they intend to accomplish

A

User Story

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2
Q

Discovery

What are the 3 components of a User Story?

A

Who – From whose perspective will this story be written

What – What goal will be accomplished

Why – Why does the user need the functionality

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3
Q

Discovery

A good User Story is governed by INVEST. What does it stand for?

A

Independent: They’re self-contained, independent of other user stories

Negotiable: You’re able to make changes and rewrite a user story until it’s 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

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4
Q

Discovery

User Story mistakes to avoid?

A
  • Project team didn’t engage in writing them
  • the “who” is undefined user
  • The “why” is feature specific
  • Vague acceptance criteria
  • Story assigned to implementation team without discussion
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5
Q

Discovery

What are the key skills of a UX Designer?

A 
UX Research
Collaboration
Wire-framing and UI Prototyping
User Empathy 
Interaction Design
Communication
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6
Q

Discovery

What are the common research method categories?

A

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?

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7
Q

Discovery

What is good for casting a wide net to collect many responses?

A

Surveys

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8
Q

Discovery

What are the 4 main parts to a contextual inquiry?

A

Context - Go to their environment (e.g. their desk, their lab)

Partnership - Be an apprentice, immerse yourself in their work to see what they do and the way they do it.

Interpretation - Interpret your observations with participant. Verify assumptions

Focus: Develop observation guide (behaviors, tasks, questions to ask) to stay focused on subject of interest/inquiry

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9
Q

Discovery

What are the golden rules of shadowing and interviewing?

A
  • Permission to record
  • Keep it informal and human
  • Open-ended questions
  • Active Listening
  • Ask why
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10
Q

UX Fundamentals

What is a UPN?

A

Universal Process Notation - a process mapping standard

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11
Q

UX Fundamentals

What is a Capability Model?

A

Blueprint of high-level process areas. Useful for scoping area that you want to dive into more detailed process mapping. As blueprint, shows context of process in overall business.

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12
Q

UX Fundamentals

What does SIPOC stand for?

A

Key points in a process as a way to prepare for a more detailed process map:

Suppliers
Inputs
Process
Outputs
Customers
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13
Q

UX Fundamentals

What is used to visualize the flow of material and information that is needed to bring a product to the customer.

A

Value Stream Map
Ideally, you want to use this type of map to record measurements of the inputs and outputs of process steps or to identify waste within and between processes.

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14
Q

What are the rules for having text on top of non-solid backgrounds?

#UX Fundamentals
#Accessibility
A
  • Only heading text can be on non-solid backgrounds
  • Text should be at least 18px and one line
  • Gradient can only be vertical
  • Always define a backup color
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15
Q

UX Fundamentals

What are the four principles of accessibility?

A

Perceivable - cannot be invisible to all of a user’s senses

Operable -

Understandable

Robust - must be able to access content using wide variety of user agents (including assistive technologies)

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16
Q

UX Fundamentals

What is the contrast ratio between text and a text’s background?

A

4.5 to 1.

If font is at least 24px, that drops to 3 to 1

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17
Q

Human Centered Design

What are the 4 stages of the Conversation Design (CxD) Process?

A

Discover
Ideate
Prototype
Revise

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18
Q

Human Centered Design

________ is the practice of designing solutions that offer a diversity of ways for people to participate in and contribute to an experience

A

Inclusive Design

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19
Q

Human Centered Design

What are the 3 principles of Inclusive Design?

A
  • Recognize exclusion
  • Learn from diversity
  • Solve for one, extend to many
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20
Q

Declarative Design

Use _______ to guide your users through steps of a business process, such as working an opportunity from a fresh lead to a successfully closed deal.

A

Salesforce Path

At each step of a path, you can highlight key fields and include customized guidance for success.

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21
Q

Declarative Design

Use ________ to show a graphical view of records in a list view.

A

Kanban View

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22
Q

Declarative Design

What should you use if you want a component to appear on a page only under specific conditions, like when the sales opportunity for that account is greater or equal to $1 million?

A

Dynamic Lightning Page, using Lightning App Builder. This can add filter conditions and logic to a component’s visibility properties

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23
Q

Declarative Design

What can you use to make Salesforce mobile apps easier to access and easier to complete?

A

Quick Actions:
Makes user’s mobile navigation and worfklow smoother by:
- Convenient access to most important info, and
- can predefine values on new records, saving users from repetitive data entry tasks

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24
Q

Declarative Design

What are the two main types of Quick Actions?

A

Object-Specific Quick Actions - automatic relationships to other records. Users can quickly create or update records, log calls, send emails, and more in the context of a particular object. For example, you add an object-specific action on the Account object that creates contacts. If a user creates a contact with that action on the detail page for the Acme account, that new contact is associated with Acme.

Global quick actions
Can be put anywhere actions are supported. Users can log call details, create records, or send email, all without leaving the page they’re on.

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25
Q

Declarative Design

What can be used to send email to Lead, Contact or Person Account from right within Salesforce (Sales, Service, Financial Services, or Experience Cloud) using email templates created in Marketing Cloud.

A

Distributed Marketing

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26
Q

Declarative Design

What tool lets you create a custom UI and guid users through a business process launched from Lightning Pages, Experience Cloud, quick actions, and more?

A

Screen Flow - use it when your business process requires input from a user. Build rich screens that guide users and automate the necessary logic and actions between those screens. This is the simpler than Lightning component, which is another guided visual experience.

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27
Q

Testing

What are four moderation types of Qualitative Usability Testing?

A

Concurrent Think Aloud (CTA) - ask the user to think aloud as they work

Retrospective Think Aloud (RTA) - ask the user to repeat their thinking after the fact

Concurrent Probing (CP) - asking the user “why” as needed throughout the test

Retrospective Probing (RP) - asking detailed questions after the fact

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28
Q

SLDS

What is the BEM Naming Convention?

A

BEM is Block, Element, Modifier - a smart way of naming CSS classes and applied to our SLDS

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29
Q

SLDS

What are the 5 icon types in SLDS?

A

Utility - simply glyphs paired with text or used alone. No background shape

Object - Standard (accounts, etc) and Custom. White glyph on squircle

Action - are touch-device specific. White glyph on colored circle

Doctype - file formats

Product - Salesforce apps/products

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30
Q

SLDS

What is the mobile tap targeting size?

A 
ios = 44x44
android = 48x48
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31
Q

SLDS

What is the styling hook naming convention?

A 
Component - required)
> Element - optional
>>Category - required
>>>Property - optional, sematntic
>>>>>Attribute - optional, semantic
>>>>>>>State - optional e.g. hover, focus, selected)
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32
Q

SLDS

What are the various component states (e.g. checkboxes)

A 
Unchecked
Checked
Unchecked + Disabled
Checked + Disablecd
Unchecked + Focus
Checked + Focus
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33
Q

SLDS

What are the various component states (e.g. Visual Picker)

A 
Default (not hovered, focused, or selected)
Selected
Not Selected + Hover
Selected + Hover
Not Selected + Focus
Selected + Focus
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34
Q

Declarative

When it comes to declarative tools, what’s a difference between a prompt and a popover?

A

A prompt is a declarative component to assist in on-boarding.

A popover is a programmatic solution. It can help with on-boarding.

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35
Q

Declarative

Which of these solutions are declarative, and which are programmatic?

  • Prompt
  • Popover
  • Setup Assistant
  • Welcome Mat
A

Prompt is a declarative component.

Popover, Setup Assistant and Welcome Mat are all programmatic solutions.

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36
Q

Declarative

In a Workspace, what does the Composer section allow the sales reps to do?

A

The Composer helps sales reps stay focused on the lead of the moment. It’s super easy for reps to log calls, create tasks and events, and send emails—all without navigating away from the lead.

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37
Q

Declarative

What are the 7 key content zones in a Workspace? (PKGTADN)

A

1) Path
2) Key Fields
3) Guidance For Success
4) Tools for Tracking and Working Leads: Activity, Chatter, Details
5) Activity: Composer: Log calls, Create Tasks and Events, Send Emails
6) Details: all opportunity details as well as Related Information
7) Next Steps: upcoming steps and a log of past activity

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38
Q

Declarative

What does the term “Adoption” mean when it comes to Salesforce as a solution?

A

In the business world, adoption is all about getting someone to use a solution that is available to them. When we talk about Salesforce adoption, it means a company (your company) has Salesforce, and someone (you) wants to make sure the end users (your sales reps) use it.

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39
Q

Declarative

What are the benefits of Adoption?

A

Benefits to your reps:

  • Enhances productivity
  • Strengthens customer relationships with better - information about their customers
  • Creates mobility: Reps can work from anywhere

Benefits to your company:

  • Boosts revenue
  • Creates real-time visibility into current and future deals
  • Greater transparency
  • Provides a 360 view of your customer base
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40
Q

Declarative

What is a formula for driving adoption?

A

What it is +
what it can do for your reps +
how to use it

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41
Q

Declarative

What is User Engagement?

A

The process of onboarding, empowering, assisting, and educating users through in-app guidance.

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42
Q

Declarative

What are two tools for promoting feature discovery and adoption?

A

For feature adoption and discovery, we recommend

  • Use a single prompt for a short message.
  • Use a walkthrough when you want to explain a series of connected features or to guide users through some action related to the feature itself.
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43
Q

Declarative

What are the 3 flavors of prompts?

A

Floating Prompt - Can be placed in one of 9 positions on the screen. Short message. Drives to a resource OR have reader acknowledge information without specifically completing an action.

Targeted Prompt - Has a nubbin that points to a specific page element. Short message. Drives to a resource OR have reader acknowledge information without specifically completing an action.

Docked Prompt - Choose this if content is longer than 1 sentence. Stays in place while the user navigates through an app. Use for content you want to remain on the screen, like step-by-step instructions or a feature video, or to display next steps.

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44
Q

What is the A-Ha moment?

#Declarative
#Engagement Journey
A

the moment when a user first recognizes value in your product or solution.

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45
Q

Declarative

What can you put in a Lightning app & the app navigation bar?

A

Includes all the Classic items:

  • Most sandard objects, including Home, the main Chatter feed, Groups, and People
  • Your org’s custom objects
  • Visualforce tabs
  • Lightning component tabs
  • Canvas apps via Visualforce tabs
  • Web tabs

And Lightning adds:

  • Lightning page tabs
  • Utilities (like Lightning Voice)
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46
Q

Declarative

What’s different about personalization in the Lightning Experience?

A

In Lightning Experience, the navigation bar can contain more than just object-level items, like Accounts. You can add granular items, like a dashboard, list, or record.

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47
Q

In Lightning, why is there an asterisk to the left of some tab names?

#Declarative
#Lightning
A

It’s a temporary tab. A temporary tab opens when you open an item that doesn’t have a parent object already in the navigation bar. The temporary tab is removed from the nav bar when you close it, log out of Salesforce, or switch to a different app.

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48
Q

Declarative

In the App Launcher, what is the “All Items” section?

A

Other items, such as custom objects, tasks, events, and the feed, show up under All Items.

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49
Q

Declarative

What are the limitations of Lightning Setup tree (2)?

A

Limitations
- Advanced Setup Search isn’t available in Lightning Experience. However, you can work around that while in Setup by entering a term in global search and selecting the in Setup option in instant results.

The Setup tree in Lightning Experience is limited to:

  • Pages that support Lightning Experience features
  • Administration pages that apply across your organization, such as user management, security, and company settings

Use Salesforce Classic to access administration pages for features that aren’t in Lightning Experience.

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50
Q

Declarative

The Object Manager allows you to access:

A

Fields
Validation Rules
Page Layouts

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51
Q

Declarative

What feature should you use to relate a single contact to multiple accounts?

A

Use the Contacts to Multiple Accounts feature to asily track the relationships between people and businesses—without creating duplicate records. When the feature is set up, account records include the Related Contacts related list and contact records include the Related Accounts related list.

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52
Q

Declarative

Which two features are included in the Lightning Service Console by default?

A 
Split View
Utility Bar (Pre-configured)

You would explicitely need to add other items, like:

  • quick text
  • macros
  • products
  • contracts
  • Open CTI softphone
  • Omni-Channel
  • Macros
  • Community 360

(the Service Console app includes cases, contacts, accounts, reports, dashboards, chatter, and Home by default)

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53
Q

Declarative

What permissions are required to populate the performance chart on the Home page, users must have:

A

Requires all of these permissions:

  • Closed opportunities, or open opportunities with a probability over 70% during the current fiscal quarter
  • read access to the opportunity object and the opportunity amounts field
  • sharing access to relevant opportunities
  • The “Run Reports” user permission enabled
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54
Q

Declarative

Which of these can you do on the Object Home page in both Lightning Experience and Salesforce Classic?

A

You can Resize Columns

But NOT

  • Access object-specific reports
    • Use the Force.com Quick Access menu
    • Specify the number of records to show per list view page
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55
Q

Declarative

With the new Dashboard Editor, you can:

A
  • Drag the corners and sides of dashboard components to resize them
  • Make components span multiple rows
  • Create dashboards with more than 3 columns
  • Drag dashboard components anywhere on the layout
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56
Q

Declarative

Which of the following is true about Classic reports and dashboards in Lightning Experience?

A

You can view and open folders that you created in Salesforce Classic in Lightning Experience. Lightning Experience obeys sharing rules set on report and dashboard folders in Salesforce Classic.

BUT

  • Dashboards you create in Lightning Experience cannot be edited in Classic
  • Dashboards are not limited to 3 columns, but any created with more than 3 will only display 3 in Classic
  • You cannot add sound effects
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57
Q

Declarative

Which two admin settings could be used for mobile navigation menu config?

A

1) Visualforce pages can be associated to menu nodes
2) Menu items can be rearranged by an admin

NOTE:
You cannot assign a menu configuration to an individual user, but you can assign it to a permset if you want.

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58
Q

Designer wants a new layout that displays records driven by a parent record. Which kind of relationship should they use?

A

A Master-Detail relationship
Closely links objects together such that the master record controls certain behaviors of the detail and subdetail record.

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59
Q

Designer wants to associate one user with another. Which kind of relationship should they use?

A

Hierarchical
A simple but commonly forgotten relationship in Salesforce is hierarchical. This unique relationship can only be used on the user object and is designed to create a hierarchy of users. For example, it could be used to create a lookup field for the user object, which can be used to list the user’s manager.

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60
Q

Declarative

You create a custom object called Bug, and it relates to the standard case object. you want it to be related to multiple cases. And you also want each case to potentially be related to multiple bugs. What do you use?

A

Many to Many

You can use master-detail relationships to model many-to-many relationships between any two objects. A many-to-many relationship allows each record of one object to be linked to multiple records from another object and vice versa.

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61
Q

A service manager needs to see key data when viewing a case. Which TWO features allow this data to be easily seen?

A

Compact Layouts

Highlights Panel

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62
Q

Declarative

ACME is considering Standard Salesforce Nav vs. Console Nav for its sales team. Which requirement supports Console?

A

A static list view

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63
Q

Declarative

A UX designer is creating a site with Experience Builder (rebranded Communities). Which feature best supports implementing the brand?

A

Theme Editor

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64
Q

What two configurations are possible in Lightning Theme and Branding tools?

A

Custom Logo

Link Color

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65
Q

Declarative

What’s a key benefit of Lightning apps for your users?

A
  • Users can create records and access recent records and lists directly from the navigation bar.
  • It’s easy to switch contexts with the App Launcher
  • Lightning apps gives users access to the items, objects, and pages they need most.
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66
Q

Declarative

What can you include in a Lightning app?

A

Web tabs, standard and custom objects, and utility features like Lightning Voice

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67
Q

Declarative

What’s a good way to optimize an app for your users?

A

Put the highest priority objects and tabs first in the navigation menu.

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68
Q

Declarative

What do I do if I want to create a new chart to go with a list view?

A

Charts are created at the object level. So go to the object tab, view all of that list, and select the Chart view setting. In the lower corner of the chart, select the gear and choose to create a new chart. Give it a name and some definition. Once created, it’s associated to that object and can be used anywhere (like the list view you created).

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69
Q

Declarative

What are the two ways (separate tools) to customize a page in Lightning Experience?

A

Customize a page’s layout with Lightning App Builder. Lightning pages are a collection of Lightning components arranged in regions on the page. Lightning App Builder let’s you customize the STRUCTURE of the page the POSITION of the components.

Customize a page’s content with Page Layout Editor. Also known as page layouts, this let’s you manage the content in both Classic and Lightning. If you want to customize the fields and buttons that appear on the page, this is what you use.

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70
Q

Declarative

What tool let’s you:

  • Control which fields, lists of related records, and custom links users see,
  • Customize the order that fields appear in page details, and
  • Control which quick actions appear on the page?
A

Page Layout Editor

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71
Q

Declarative

Can you edit which fields appear on a record detail page by clicking Edit?

A

No, you cannot. You must use Enhanced Page Layout Editor.

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72
Q

Declarative (Verify with Brady Sammons)

Cloud Kicks’ Sales team needs in-App Guidance for key functions and processes so they can maximum their time.
In which three ways should a UX Designer customize the Salesforce Help Menu to meet this request/
Choose 3 answers
- Provide the user with a site map of all the content.
- Add links to printable tipsheets or training videos.
- Create a just-in-time pop-up content based on new feature rollouts.
- Provide access to specific Trailhead or MyTrailhead content.
- Add links to a company dictionary or glossary of key terms

A
  • Create a just-in-time pop-up content based on new feature rollouts.
  • Provide access to specific Trailhead or MyTrailhead content.
  • Add links to a company dictionary or glossary of key terms
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73
Q

Declarative

What are the 3 primary types of custom links and buttons you can create?

A
  1. List button—Appears on a related list on an object record page.
  2. Detail page link—Appears in the Links section of the record details on an object record page.
  3. Detail page button—Appears in the action menu in the highlights panel of a record page.
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74
Q

Testing

Why is usability testing important to UX designers?

A

It allows designers to observe and record how users complete assigned tasks.

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75
Q

Testing

What’s the difference between A/B testing and usability testing?

A

The goal of A/B testing is to find the page that will convert better, while the purpose of usability testing is finding usability issues that prevent users from having great user experience.

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76
Q

Testing

When considering all the testing methods, what’s a key takeaway regarding Heuristic Evaluation?

A

Heuristic Evaluation is when you need an expert opinion, someone who is already familiar with best practice in this arena.

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77
Q

Lightning Productivity

While you’re editing an opportunity, a colleague calls with some information that you need for an upcoming presentation to your manager. What’s the best way to create a note to save the details for later?

A

YES Quickly save the changes to your opportunity, then switch to the Notes home page.

NO Save the changes to your opportunity and then select New Note from the action menu on the record page

NO Continue editing the opportunity while you select New Note from the Global Action menu

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78
Q

Lightning Productivity

On the redesigned Lightning Experience Home page, what can you use the Assistant to do?

A 
See Leads assigned to you today
See Opportunities with no activity in 30 days
See opportunities with overdue tasks
Overdue opportunities
Opportunities with no open activity
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79
Q

Lightning Productivity

What can you use keyboard shortcuts in Lightning Experience to do?

A

Initiate a search

Close or deselect a window
Edit/Save a record
Insert quick text
Open/close macros
Open/close notes
Post to feed
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80
Q

Lightning Productivity

Which of these can you do when editing an enhanced note in Lightning Experience?

A
  • Appy bold and italic formatting to text
  • Add images
  • Relate the note to multiple records
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81
Q

Lightning Productivity

How do you attach a file to a record in Lightning Experience

A

Drag the file from your computer to the Files related list card

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82
Q

Lightning Productivity

Which activities can you view in the activity timeline?

A

YES Past Activities
YES Future activities
NO Draft activities

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83
Q

Lightning Productivity

Which actions can you complete on the Tasks home page?

A

YES Edit existing tasks
YES Create new tasks
YES Mark tasks as complete
NO Sort tasks by due date

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84
Q

Lightning Productivity

As a standard, non-admin user, which other calendars can you see on your calendar?

A

YES Any calendar that has been shared with you in your org

(AWFUL UNIT - dosn’t match)

NO All calendars for users in your orgs

NO Calendars for anyone below you in your management hierarchy
NO Calendars for all customer contacts in your org

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85
Q

Lightning Productivity

What are two options for creating and sending emails in Lightning Experience?

A

From the Activity Composer on a record and the Global Actions menu

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86
Q

Lightning Productivity

How can you see recent items in Lightning Experience instant results?

A

Click into the global search box

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87
Q

Lightning Productivity

How can you refine search results for Accounts and Files in Lightning Experience?

A

Sort search results and filter results for Accounts and Files

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88
Q

Lightning Productivity

Which dashboard features are only available in Lightning Experience?

A
  • The Lightning table dashboard component
  • Expandable dashboard components
  • 12-column dashboards
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89
Q

Lightning Productivity

What can you do while viewing a report on the report run page in Lightning Experience?

A

Edit report filters without opening the report builder

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90
Q

Lightning Productivity

What is the best way to ask a question about a dashboard component?

A

Post a component snapshot to the dashboard feed, ask your question, and mention your colleagues

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91
Q

What does WCAG stand for?

A

Web Content Accessibility Guidelines

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92
Q

What are some early indicators of success when measuring user adoption at Salesforce?

A

Login rates and record updates

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93
Q

Which two things describes good data quality?

A

Data completeness

Data accuracy

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94
Q

What are examples of how you can measure business performance in Salesforce?

A

Opportunity Win/Loss Ratio
and
Lead conversion rates

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95
Q

What should you avoid doing when downloading an AppExchange dashboard?

A

Installing the dashboard immediately into your production instance

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96
Q

As a sales representative, I need the ability to take ownership of a new lead and document the progress so that I can provide consistent insight into my pipeline.

Which acceptance criteria are best suited for the user story example? (Choose 3)

A. Able to update lead status with New, Prospecting, Dead, or Closed
B. Access to opportunity object
C. Assign ownership to yourself from the lead queue
D. Access to lead object.

A

A. Able to update lead status with New, Prospecting, Dead, or Closed
C. Assign ownership to yourself from the lead queue
D. Access to lead object.

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97
Q

What is a characteristic of acceptance criteria?

A

Answered with only a true or false

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98
Q

What are three common forms of empathic research methods to gain deep insight into your customers?

A

Embodying, shadowing, and interviewing

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99
Q

When capturing and clustering your notes always…

A. Capture and cluster alone first, then present to your colleagues for validation
B. Look for data that confirms or upsets your existing hypotheses
C. Enlist the help of your interviewees in the process
D. Sort and discard anything that isn’t immediately useful

A

B. Look for data that confirms or upsets your existing hypotheses

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100
Q

What is the core difference between archetypes and personas?

A. Personas have common household names, while archetypes have cool names
B. Archetypes describe characteristics of a user type, while personas express the personality of a market segment
C. Personas represent demographics, and archetypes represent behavior
D. There is no difference—organizations use these terms interchangeably

A

C. Personas represent demographics, and archetypes represent behavior

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101
Q

What is the core purpose of an archetype?

A. To represent behaviors and habits exhibited by a market segment throughout the design process
B. To tell stakeholders heroic stories about the opportunity with familiar fictional characters
C. To avoid leaving clues that might reveal the identity of the people you interviewed in confidence
D. To summarize your findings into one powerful character that anyone can understand

A

A. To represent behaviors and habits exhibited by a market segment throughout the design process

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102
Q

Which of the following is the best way to describe futurecasting?

A. Predicting the future
B. Envisioning the future we want to create
C. Fishing for future opportunities that will give us a competitive advantage
D. Understanding the trajectory of the market and context for your innovation

A

C. Fishing for future opportunities that will give us a competitive advantage

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103
Q

Why should you futurecast before you start ideating?

A. To avoid wasting time and resources if the problem won’t even exist in a few years
B. To future-proof your innovation work
C. To find new challenges to solve
D. To ensure that you have credibility as thought-leaders

A

B. To future-proof your innovation work

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104
Q

Which of the following is a good example of an activity that helps you futurecast?

A. Collect the latest weird and wacky cultural experiences in your city
B. Tweet predictions to see if people retweet them—or if the press picks them up
C. Create mockups of future products and experiences, then put them on an e-commerce site to see if anyone will buy them
D. Attend Burning Man

A

A. Collect the latest weird and wacky cultural experiences in your city

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105
Q

How will your futurecast impact your innovation process?

A. It will weed out the teammates who don’t share our vision for the future
B. It will manage the expectation that you will know the emerging trends even while you’re obsessively focused on today’s challenges
C. It will stretch your team to create a bolder and more relevant “How Might We” Quest to drive innovation
D. It will find startups that the company should acquire that already have an amazing solution in this space

A

C. It will stretch your team to create a bolder and more relevant “How Might We” Quest to drive innovation

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106
Q

What is the purpose of the Dare phase?

A. To unleash collective creativity, suspend disbelief, and dream up the the way things should work
B. To challenge stakeholders to take smart, calculated risks
C. To prove that your organization won’t tolerate fear of change #innovationwarriors
D. To play with two canines

A

A. To unleash collective creativity, suspend disbelief, and dream up the the way things should work

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107
Q

Why should you prioritize co-creative activities?
A. People can influence each other to adopt ideas that are politically viable—not just technically feasible
B. Diverse opinions power new and creative solutions
C. People need a break from their normal day-to-day in order to see the light
D. Naysayers will realize that they are in the minority and there is #safety-in-numbers

A

B. Diverse opinions power new and creative solutions

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108
Q

When designing ideation workshops, which tactic will enable successful outcomes?
A. Securing the coolest space in your corporate headquarters, like the boardroom
B. Inviting only people at the same level—holding separate workshops for executives, for middle management, and for everyone else
C. Immersing all stakeholders in a process of innovation in which all voices are heard
D. Ensuring there are no distractions like music, posters, or surprise visitors

A

C. Immersing all stakeholders in a process of innovation in which all voices are heard

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109
Q

Why should you create a Minimum Loveable Product (MLP) versus a Maximum Loveable Product?

A. To truly delight your most loyal customers and ensure immediate adoption, versus solving the problems of all your customers, who may take more effort to reach
B. To develop the most loveable marketing tactics and messaging before launching
C. To launch with a Freemium pricing model, then charge for additional features
D. Because your users can’t handle the Maximum Love you have to give

A

A. To truly delight your most loyal customers and ensure immediate adoption, versus solving the problems of all your customers, who may take more effort to reach

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110
Q

Which tactics will help you rapidly prototype your MLP?

A. Sketch your favorite app, replacing its branding with yours
B. List ten or more must-have features that users will expect in your solution
C. Whiteboard one screen with a few key features and ask ideators to change them with different color markers
D. Use visual icons to express functionality, such as a magnifying glass for search

A

D. Use visual icons to express functionality, such as a magnifying glass for search

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111
Q

When presenting a user story, it’s best to:

A. Make the presentation interactive.
B. Solicit feedback with sketches.
C. Have a working app so you can show it during the presentation.
D. A and B
E. B and C
A

D. A and B
A. Make the presentation interactive.
B. Solicit feedback with sketches.

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112
Q

True or false: A wireframe can be a low- to mid-fidelity prototype.

A. True
B. False

A

True

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113
Q

Salesforce is the ____ of your demo story.

A. Hero
B. Challenge
C. Helper
D. Victory

A

C. Helper

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114
Q

An effective helper statement for a customer interested in delivering exceptional customer service is:

A. LiveMessage helps you communicate better.
B. LiveMessage is the best customer service strategy.
C. LiveMessage eliminates the need for a web browser.
D. LiveMessage lets agents send messages to customers instantly, reducing case resolution time.

A

D. LiveMessage lets agents send messages to customers instantly, reducing case resolution time.

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115
Q

Why is it important to create a storyboard?

A. Storyboards are used during your demo.
B. Storyboards contain demo-ready slides.
C. Storyboards are used to organize thoughts.
D. A and C.
E. B and C.

A

C. Storyboards are used to organize thoughts.

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116
Q

What is the first step in outlining your storyboard?

A. Create your slides in Google Slides.
B. Draw your story on a whiteboard.
C. Build your demo.
D. Lay out each device in chronological order.

A

B. Draw your story on a whiteboard.

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117
Q

What are the goals of relationship design?

A. Considering shareholders
B. Designing for long-term use of a product
C. Encouraging social connection, engagement, and values
D. Asking your friends for feedback
E. Selecting the best seats at the movies

A

C. Encouraging social connection, engagement, and values

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118
Q

How can you use design to strengthen relationships with customers?

A. Convince your customer to buy your product.
B. Listen to your customer’s needs and challenges when creating solutions.
C. Tell them why your product is the best.
D. Offer free giveaways for new products.
E. Explain why their problem isn’t your company’s fault.

A

B. Listen to your customer’s needs and challenges when creating solutions.

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119
Q

What’s one tool a business can use to strengthen employee relationships?

A. Swag
B. Social media
C. Digital bulletin boards
D. Journey Mapping
E. Team website
A

D. Journey Mapping

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120
Q

How do the relationship design mindsets improve your work?

A. You connect with family and friends to stay relaxed.
B. You create customer advocates and develop business sponsors.
C. You activate the potential of relationships to make your business stronger.
D. You rewrite your company’s values to influence other businesses.
E. You design and deliver products faster.

A

C. You activate the potential of relationships to make your business stronger.

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121
Q

Beyond mouse clicks and visual positioning of content on the screen, what should a designer also consider?

A. How a feature is operable with only a keyboard
B. How fast the page will load
C. The proper JavaScript event to listen for keyboard input
D. Users who switch between input modes
E. A and D

A

E. A and D
A. How a feature is operable with only a keyboard
D. Users who switch between input modes

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122
Q

What can you do to help provide users safeguards when completing a form?
A. Build in multitasking functionality.
B. Do not allow credit card input.
C. Provide a way to go back and edit the form input.
D. Use a clear red outline to indicate when there is an error.
E. A and C

A

C. Provide a way to go back and edit the form input.

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123
Q

Why did Salesforce adopt agile processes?

A. We needed to slow down our delivery.
B. We had to up the ante at Dreamforce.
C. We needed a better process to help support our growth.
D. All of the big companies had adopted agile practices.

A

C. We needed a better process to help support our growth.

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124
Q

What are some of the key benefits of an agile approach?

A. It prescribes one very rigid process for everyone to follow.
B. It ensures one big delivery at the end of the process.
C. It places our teams at the center of everything.
D. It allows teams to continuously adapt based on current knowledge.

A

D. It allows teams to continuously adapt based on current knowledge.

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125
Q

What do we mean by “definition of done”?

A. Definition of done is a way to tell if your dinner is ready.
B. Definition of done ensures we have finished everything we expect, so there are no surprises down the line.
C. Definition of done is a standard that cannot be changed or evolved.
D. Definition of done helps push partially tested work to deployment.

A

B. Definition of done ensures we have finished everything we expect, so there are no surprises down the line.

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126
Q

What is one reason to choose agile processes?

A. The project’s objectives and outcomes are crystal clear.
B. The team’s project has a lot of unknowns, and we need to adapt to discovery as we go.
C. The team has all the expertise and knowledge already.
D. The team has been given a project plan with all the steps defined.

A

B. The team’s project has a lot of unknowns, and we need to adapt to discovery as we go.

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127
Q

What is one of the most valued parts of the agile manifesto?

A. Working software
B. Processes and tools
C. Comprehensive documentation
D. Following a plan
E. Contract negotiation
A

A. Working software

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128
Q

Which statement is true regarding agile principles and practices?

A. Agile principles are the detailed logistics of how a team works.
B. Agile practices defines the frameworks teams use to get things done
C. Agile practices are a wide variety of methods for helping us get work done.
D. Agile frameworks provide guidelines for roles and meetings.

A

C. Agile practices are a wide variety of methods for helping us get work done.

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129
Q

What is an example of eliminating waste?

A. Making sure you make the most of your time and multitask on different things
B. Lots of meetings that help you plan the next meeting
C. Forgetting to use the recycling and compost bins
D. Work that is incomplete when the deadline arrives
E. Creating a team definition of ready that guides what the team needs before they start work

A

E. Creating a team definition of ready that guides what the team needs before they start work

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130
Q

What is a lean principle that mirrors our Ohana culture?

A. Just-in-Time Decisions
B. Build Quality In
C. Respect People
D. Deliver Fast

A

C. Respect People

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131
Q

What’s one way the lean principles influence our agile process at
Salesforce?

A. We believe that multitasking is an efficient way of working
B. The roles of quality engineer and engineer were merged so that everyone focused on quality.
C .We expect to tell people how to do their job.
D. We make large decisions as far in advance as possible so that we can plan better.

A

B. The roles of quality engineer and engineer were merged so that everyone focused on quality.

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132
Q

Which is an accurate definition of Ethics by Design?

A. An effort to design cross-functional ethics training programs for employees
B. The award-winning film by a controversial artist from a faraway place
C. An infographic reminding you of the important value of ethics at Salesforce
D. The incorporation of ethical principles into the process of designing, building, and shipping software and services

A

D. The incorporation of ethical principles into the process of designing, building, and shipping software and services

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133
Q

What does the Office of Ethical and Humane Use focus on?

A. Understanding the direct impacts of our products on the world
B. Embedding ethics into product design, development, and delivery
C. Creating an office of ethics in each region of the globe
D. A and B
E. B and C

A

D. A and B
A. Understanding the direct impacts of our products on the world
B. Embedding ethics into product design, development, and delivery

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134
Q

Which of the following are ethical differentiators?

A. A focus on building trusted AI
B. Regular lunch-and-learns on ways to incorporate corporate social responsibility
C. Responsible tech development during times of crisis
D. A and B
E. A and C

A

E. A and C
A. A focus on building trusted AI
C. Responsible tech development during times of crisis

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135
Q

What components can you use for on-boarding?

A. Welcome mat
B. Field-level Help
C. Prompts and Popovers
D. A and B
E. A and C
A

E. A and C
A. Welcome mat
C. Prompts and Popovers

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136
Q

Why would you add prompts?

A. A new feature is enabled.
B. Users aren’t taking advantage of a valuable feature.
C. Users frequently leave tasks incomplete.
D. A and B
E. B and C

A

D. A and B
A. A new feature is enabled.
B. Users aren’t taking advantage of a valuable feature.

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137
Q

Which of the following is true about inclusive design?

A. Inclusive design is the same as universal design.
B. Inclusive design means creating a diversity of ways for people to participate.
C. It’s important to learn from exclusion experts during the inclusive design process.
D. B and C
E. A and B

A

D. B and C
B. Inclusive design means creating a diversity of ways for people to participate.
C. It’s important to learn from exclusion experts during the inclusive design process.

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138
Q

What’s the key difference between the shut-in-shut-out model of exclusion and the cycle of exclusion?

A. The shut-in-shut-out model is the best way to approach inclusion.
B. The shut-in-shut-out model of exclusion is a fixed approach.
C. The cycle of exclusion is always in motion and exclusion can happen at any point in the cycle.
D. B and C
E. A and C

A

D. B and C
B. The shut-in-shut-out model of exclusion is a fixed approach.
C. The cycle of exclusion is always in motion and exclusion can happen at any point in the cycle.

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139
Q

How can the five elements of the cycle of exclusion help during the design process?

A. The five elements help you find your center, so that you can design from a wholesome perspective.
B. The five elements are questions you can ask during the design process to help identify potential mismatches and exclusion habits.
C. The five elements have to be addressed at the same time.
D. The five elements help you, so you can be on autopilot during the design process.

A

B. The five elements are questions you can ask during the design process to help identify potential mismatches and exclusion habits.

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140
Q

A successful inclusive designer practices skills such as?

A. Identifying ability biases and mismatched interactions between people and the world.
B. Creating a diversity of ways to participate in an experience.
C. Designing the best way to use a product.
D. A and B
E. A and C

A

D. A and B
A. Identifying ability biases and mismatched interactions between people and the world.
B. Creating a diversity of ways to participate in an experience.

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141
Q

What’s the difference between the social definition and medical definition of disability?

A. The social definition means that people talk more.
B. The social definition recognizes that disability is about mismatches between the features of a person’s body and the world around them.
C. The medical model of disability describes disability as the result of a physiological or cognitive difference.
D. B and C

A

D. B and C
B. The social definition recognizes that disability is about mismatches between the features of a person’s body and the world around them.
C. The medical model of disability describes disability as the result of a physiological or cognitive difference.

142
Q

What is one of the benefits of working with exclusion experts instead of designing for them?

A. People don’t know what they want, so you have to design for them.
B. You get more insights from exclusion experts who can help you create a better product or solution.
C. You get less input from the community.
D. You have less research to do.

A

B. You get more insights from exclusion experts who can help you create a better product or solution.

143
Q

What are ways the persona spectrum informs the design process?

A. The persona spectrum helps designers identify those who experience the most mismatches and the human motivations behind product interactions.
B. The persona spectrum is a way to identify the average user.
C. The persona spectrum covers physical, cognitive, emotional, and societal dimensions of humans.
D. A and C
E. B and C

A

D. A and C
A. The persona spectrum helps designers identify those who experience the most mismatches and the human motivations behind product interactions.
C. The persona spectrum covers physical, cognitive, emotional, and societal dimensions of humans.

144
Q

What are some reasons you can cite to build a business case for inclusion?

A. Inclusion leads to high costs, and therefore isn’t worth it.
B. Inclusion can lead to innovation and differentiation.
C. Inclusive products appeal to a broad market and help increase customer engagement.
D. B and C
E. A and C

A

D. B and C
B. Inclusion can lead to innovation and differentiation.
C. Inclusive products appeal to a broad market and help increase customer engagement.

145
Q

What is a way for leadership to support inclusion?

A. Leaders should set the expectation that inclusion is a long game.
B. Leaders should tell the truth about where the company stands with inclusion.
C. Leaders shouldn’t reward inclusive practices.
D. A and B
E. B and C

A

D. A and B
A. Leaders should set the expectation that inclusion is a long game.
B. Leaders should tell the truth about where the company stands with inclusion.

146
Q

Discovery

Characteristics of a DARE event

A
  • icebreakers
  • surprise guests to prevent groupthink/have weird ideas
  • shark cage - have people pitch their ideas
  • event can last from a few hours to 2 days
  • have music, decorations, food, make it like a party
  • facilitation - 1 leader per 4-7 person group
147
Q

Discovery

Characteristics of a “Dream to Do” framework / event

A 
headline from future
next step in transformation
business value
design principles
metrics
obstacles
148
Q

Discovery (Innovation)

What is an Implementation Plan?

A

A detailed view of the timing and resourcing plan for how and when each prioritized capability is delivered to the business.

149
Q

Discovery (Innovation)

What is a Business Capability Map

A

The basic capabilities that make up what an organization does to reach its objectives, such as take room reservations, check in guests, and take payments, versus the specific business processes it uses to fulfill these capabilities. defines the most critical functions required to deliver your product or service.

150
Q

Discovery (Innovation)

What is the “Technical Architecture”

A

A snapshot of the systems and interfaces that deliver the capabilities required to support your business model.

151
Q

Discovery (Innovation)

3 key deliverables that communicate your proposal’s roadmap story

A

Business Capability Map
Technical Architecture
Implementation Plan

152
Q

Discovery (Innovation)

What is a Prioritization Matrix?

A

A table or chart that helps a team prioritize multiple options, based on personas

Value to Primary Person vs Technical Difficulty

153
Q

Discovery

What are the 4 components of storytelling?

A

Hero (your customer, NOT your product)

Challenge (customer’s obstacles/competitors)

Helper (capabilities of your product/service)

Victory (what can they do now that they couldn’t before/why is this victory significant to my customer). share as:

  • Finish Line
  • Lesson Learned
154
Q

Discovery (storytelling)

What is the “From - To” shift?

A

In storytelling, the growth and change your hero experiences on their quest to reach their goal

Example =
From: Arlo begins his adventure disconnected from his customers.
To: Arlo completes his story as a connected and responsive store manager who is able to provide increased customer satisfaction, while increasing the company’s revenue

155
Q

Discovery (Storytelling)

What is the Storytelling arc order (Hero’s Journey)?

A 
Exposition
Inciting Incident
Rising Action
Crisis
Climax
Falling Action
End
156
Q

UX Fundamentals (Accessibility)

What is an HTML landmark?

A

Used to help users with screenreaders identify where they are on a page. Screen readers identify landmarks and also allow users to navigate by region with keyboard shortcuts.

Header
Navigation
Main content area
Articles
Asides (tangentially related content, often used for sidebars or call-outs)
Body
Footer
157
Q

UX Fundamentals (ethics)

In computer ethics, what are the 8 current risk zones?

A
  1. Truth, Disinformation, Propaganda
  2. Addiction & the Dopamine Economy (consider how your app affects the user, not just how many users are using it)
  3. Economic & Asset Inequalities
  4. Machine Ethics & Algorithmic Biases
  5. Surveillance State
  6. Data Control & Monetization
  7. Implicit Trust & User Understanding
  8. Hateful & Criminal Actors
158
Q

UX Fundamentals (conversation design)

What are examples of discourse markers in conversation design, and how are the used?

A

A best practice of conversation design. “so” “well” “oh” “like”

NOT “hm” or “um” because people know these are fake.

best in SPOKEN dialogue

“So, you want to cancel?”
“I already tried to change it like, three times.”

159
Q

UX Fundamentals (Conversation Design)

For conversation style, what’s the difference between High Involvement and High Considerateness

A

More intensifiers, emojis, and exclamation points + Short response delay = High involvement style.

Less intensifiers, emojis, and exclamation points + Longer response delay = High considerateness style.

160
Q

UX Fundamentals

What is the difference between Inclusive Design and Universal Design?

A

Universal design is one-size-fits-all.

Inclusive design is one-size-fits-one (solve for 1, extend to many)

161
Q

UX Fundamentals (inclusive design)

What do Exclusion Experts bring to the design process?

A

people who have experienced barriers/felt excluded can help you recognize exclusion

162
Q

UX Fundamentals (inclusive design)

What is the Cycle of Exclusion (new version, as opposed to the Shut-In-Shut-Out model)?

A

A concept in Inclusive Design. questions you can ask through-out design process to make sure you are not being exclusive.

There are five interrelated elements to the cycle of exclusion:

  • –Why we make: The motivations of the problem solver.
  • –Who makes it: The problem solver.
  • –How we make: The methods and resources the problem solver uses.
  • –Who uses it: The assumptions the problem solver makes about the people who use the solution.
  • –What we make: The solution or product that the problem solver creates.
163
Q

UX Fundamentals (Inclusive Design)

What is an Ability Bias?

A

An ability bias is the habit of using our own abilities as the baseline to solve problems.

164
Q

Declarative (UX Fundamentals, though, too)

What is Systems Design?

A

Designing and combining elements that interact to achieve a common goal; focus on relationships between elements/overall experience INSTEAD of the elements themselves

MAIN FOCUS:
*Relationship between elements themselves AND the user’s experience using them

Focuses on Scalability

Reusable elements

165
Q

UX Fundamentals (Declarative?)

What is a Focus State?

A

An element that supports interaction has FOCUS when a user highlights it through keyboard interaction or by clicking into it. Only interactive elements have a focus state.

Similar to the focus state, the hover state indicates to the user that an element is interactive when they move their mouse cursor over the element.

166
Q

Declarative

What is the difference between the Pressed and the Active states?

A

Pressed is when you have clicked but haven’t released the click button yet. an action is about to occur, as soon as this state resolves.

Active means it is selected/has been clicked.

167
Q

Declarative - page level

What is a Controller?

A

To make your Visualforce page functional, you either use a standard controller or a custom controller.

you can build this in dev console, it’s a JavaScript file that adds actions/click-handler code

168
Q

Declarative

What is a Omnichannel Supervisor?

A

allows supervisors to see a special tab in Service Cloud that shows “real-time operational intelligence”

169
Q

Declarative

What do these productivity tools in Service Cloud do?

  • Quick Text
  • Macros
  • Mass quick actions
A

Quick text: a predefined message (greeting, note, phrase, or answer to a common question) inserted by clicking a button or pressing a keyboard shortcut.

Macros: complete repetitive tasks in single click. don’t need to refresh the page to see changes.

Mass quick actions: let users only CREATE or UPDATE up to 100 records from any list view, except for recently viewed lists

Email template: a predefined email (smart blurb). can use merge fields to prefill

Predefined field values for Quick Actions: auto-include to/bcc/cc, set case to closed or approved, fill in closed date, etc.

170
Q

Declarative - object level

What is a Standard vs a Custom Controller?

A

A standard controller exists for every Salesforce standard object, it can do CRUD functionality. you can extend it or write your own custom one

use custom if you want to use it to do things across MULTIPLE OBJECTS.

171
Q

Declarative

What does it mean to run VisualForce in System Mode vs. Sharing Mode?

A

sharing mode: write “public with sharing class” at top

otherwise dont

172
Q

UX Fundamentals

What kinds of things are included with SLDS?

A 
Tokens - most granular level!
HTML blueprints
Tools (apis, plugins)
Voice and tone guidelines
Accessibility guidelines
173
Q

Declarative

What are the 3 types of Macros?

A

Regular macros (perform actions that can be undone, meaning nothing is submitted, sent, or saved. eg insert an email template but dont send the email)

Irreversible macros (contain a Submit action. must have the “Manage Macros Users Can’t Undo” permission)

Bulk macros (can run on multiple records at a time)

174
Q

Declarative

What are Mass Quick Actions?

A

Mass quick actions let your users edit up to 100 records in a list view, except for Recently Viewed lists

can ONLY create or update!

175
Q

What are the 3 main steps in a training plan?

?

A
  1. Identify your audience.
  2. Determine relevant user scenarios.
  3. Define your training paths.
176
Q

What is Trailtracker on AppExchange

?

A

Shows how your users are progressing through Trailhead
Can monitor user progress through reports and dashboards, personalize training programs for your users, and even assign specific badges to your users
Good for training when you first release sfdc, make your own trailmix and watch progress!!

177
Q

What are best practices for driving user adoption?

?

A

Address issues or problems quickly and publicly.
Cultivate and utilize your super users.
Create a feedback loop so when you receive a suggestion, you have a way to share progress and priority.
Reach out to “resistors,” the users that are resistant to change, for feedback.
Use Chatter/Chatter groups to communicate and collect feedback

178
Q

What are the 6 benefits of Salesforce B2B Commerce? (PCRASS)

A

Makes business buying easy and individualized:

  • personalize your website to your clients’ colors
  • customized pricing based on contract or segment, and custom catalog for each customer
  • fast and easy reorders
  • advanced shipping options
  • self-service focus (faster, cheaper; 80% of customers expect real-time answers)
  • sales rep/account team is always involved, so it gets complex
179
Q

What are the 4 technical capabilities of B2B Commerce? (Get ootb)

?

A
  • User Experience (personalization/XM)
  • Commerce engine (localized prices/currency/translation)
  • Account and Order Management (shipping/volume discounts)
  • Dashboards and Reports (360 view of customer)
180
Q

What are the product (6 functional) features of B2B Commerce in Lightning? (TADSES)

?

A 
Lightning Commerce Template
Lightning Internal Storefront Administrator UI
Digital Experience Platform
Consumer-like search
Experience Builder for B2B Commerce
Standard Objects for B2B Commerce
181
Q

Where is Quick Text available (which 3 channels and which 2 composer activities)?

?

A 
Email—Works with the email action
Chat—Works with Chat in the Service Console
Phone—Works with the Log a Call action
Event
Task

[CLASSIC ONLY:
Portal—Works in a community or a customer portal
Internal—Works with internal fields, like on the Change Status action]

182
Q

How can you share a Macro or Quick Text with users?

?

A

Lightning: in a shared folder (this overrides any individual sharing you have set up via classic)
Classic: individually

users NEED perm sets to access macros or quick text.

183
Q

Where can you NOT run a macro?

?

A

You cannot run a macro in the “Recently viewed” list view

184
Q

What are static resources?

?

A

a page in setup that allows you to upload images, name them, and then get a public url so you can use it in code and it won’t ever change.

185
Q

What setup page to use to configure live chat inside salesforce?

?

A

Embedded Service Deployments - allows you to edit settings, add logos, edit branding, etc.
(also must add a Visualforce Page)

186
Q

What Chat Options can be enabled on your instances?

?

A

Sneak peek: lets agent see what user is typing before they submit
Push timeout: Routes the chat request to another agent when the first agent doesn’t accept or decline in a set number of seconds.
Customer timeout: Ends the chat when the customer doesn’t respond in a set number of seconds. You can also display a warning before the chat ends to give them a chance to speak up.
Decline reasons: Lets agents select from a list of reasons when they decline a work request.
Visitor blocking: agents can block spammers
Proactive Chat Invitations
Chat Transfer
Quick Text
File Transfer
Queue position
Pre-filled Pre-chat fields (if customer logged in)
Lightning components for various chat states

187
Q

What are proactive chat invitations?

?

A

Provides an animated chat invitation that appears based on certain criteria. For example, if the customer moves mouse toward the Close button on browser

188
Q

Where (5 places) can you use Visualforce in Lightning?

?

A

Tabs

  • tab
  • custom app tab
  • in a custom app tab

Page layout (standard)

Component (Lightning app builder)

Button (to launch VF Page)

Quick Action (to launch a VF Page)

NOTE: vf look/feel matches Classic, NOT lightning.

189
Q

Declarativ e

What is Theo?

A

JSON file on github that allows salesforce to generate tokens

190
Q

What are utility classes?

SLDS

A

Utility Classes are part of slds that allow you to extend upon a page layout/component with grids, padding, etc

191
Q

SLDS

What are component blueprints

A

over 180 of them in slds; provide the base structure for a working component. biggest part of slds. NOT fully functional and interactive on their own. platform-agnostic (not just for salesforce platform implementation)

Base Components: smallest reusable part of UI code. buttons, logos, etc

Experience Components: composed of >1 base components. example is app launcher, html editor, etc.

192
Q

True or false,

by default, standard components always use Classic visual design.

A

True

193
Q

True or false,

visualforce pages use the same visual styling in both Classic and Lightning

A

True

194
Q

when is header suppressed in visualforce?

A

Lightning Experience Header and Navigation Menu Can’t Be Suppressed

Classic Header and Sidebar Are Always Suppressed

195
Q

Declarative (UX Fundamentals)

Can standard buttons on a record detail page be relabeled?

A

No

196
Q

Which of the following Visualforce page components ca be used to display a standard record detail page of a particular object?

A) apex:single
B) apex:simple
C) apex:detail
D) apex:record

A

C) apex:detail

197
Q

Testing

Which of the three discovery techniques used in the Discovery phase of Customer research is described here: Occupy the place of your customer and review the entire process through her perspective.

A) Interviewing
B) Embodying
C) Shadowing

A

B) Embodying

198
Q

Declarative

In lightning pages built with the lightning app builder, components are grouped into…

A) Apps
B) Sections
C) Regions
D) Lists

A

C) Regions

199
Q

Which of the following is NOT one of the 8 Risk Zones that tech ethics can help avoid? (Based on the EthicalOS Toolkit)

A) Economic and Asset Inequalities
B) Surveillance State
C) Data Control and Monetization
D) Phishing and Hacking

A

D) Phishing and Hacking

200
Q

Which of the three frameworks is the ONLY one that can make use of Application Events to publish and subscribe to events?

A) Aura Components
B) Lightning Components
C) Apex Classes

A

A) Aura Components

201
Q

Would lightning pages built with lightning components automatically resize to try and match the size of the screen?

A) Only in classic
B) No
C) Yes
D) Only in Lightning

A

C) Yes

202
Q

Can the Admin use tabs to control visibility to certain functionalities on a SF app?

A) No
B) Yes

A

Yes

203
Q

When considering the need to build apps with accessibility in mind which of the following elements can help improve the structure and accessibility of our solutions?

A) Headings
B) Lists
C) All of them
D) Tables

A

C) All of them

204
Q

True or False? To run the integration in Outlook, each user must have the Salesforce add-in, available in the Microsoft AppSource store.

A) False
B) True

A

B) True

205
Q

True or False? - Quote PDFs are viewable in the Salesforce Mobile App.

A) True
B) False

A

B) False

206
Q

Which of the following CAN be modified?

A) Unmanaged packages
B) Managed packages

A

A) Unmanaged packages

207
Q

What is performance testing?

A) It is a standard test of the functionalities deployed during app creation.
B) It is a standard test of the users following scripts and approaching the new environment.
C) It is a standard test of the integration between new functionalities and existing setup.

A

A) It is a standard test of the functionalities deployed during app creation.

208
Q

Record Pages: Can they be set as default for the entire org?

A) No
B) Yes

A

B) Yes

209
Q

True or False? Users will be able to add multiple products to an order at the same time from the mobile app.

A

False

210
Q

Which of the following components will print a table of data in a Visualforce page?

A) apex:outputTable
B) apex:printTable
C) apex:printcsv
D) apex:pageblockTable

A

D) apex:pageblockTable

211
Q

Declarative?

What can be done with two records that are similar enough to be the same (perhaps duplicates) and keep all of the info stored in both?

A) Improve
B) Merge
C) Upsert
D) Insert

A

B) Merge

212
Q

Testing

Which type of testing would involve the following action by the moderator? Showing the tester beforehand the architecture of the site and asking them to click somewhere in order to achieve a goal.

A) Card sorting testing
B) First click testing
C) Tree testing

A

C) Tree testing

213
Q

What permission is required to publish solutions?

A) Solution Publisher
B) Manage Public Solutions
C) Community Cloud Manager
D) Manage Private Solutions

A

B) Manage Public Solutions

214
Q

Full and Partial copy Sandboxes, which one can be refreshed every 5 days?

A) Full copy
B) Partial copy
C) Neither
D) Both

A

B) Partial copy

215
Q

What project management tool is described here: an item used to describe the performance of a given user during a normal day as it interacts with a given functionality.

A) Buyer persona
B) Epic Flashcard
C) User story

A

C) User story

216
Q

Can a Lead be converted to existing Accounts or Contacts?

A) No
B) Only n Classic
C) Yes

A

C) Yes

217
Q

What is the final step at the end of an ideation process?

A) Writing job stories
B) Prototyping
C) Writing User Stories

A

B) Prototyping

218
Q

If a cvs sheet file has to be printed or incorporated in any way into a VisualForce page, which component must be used?

A) apex:stylesheet
B) apex:csv

A

A) apex:stylesheet

219
Q

Up to how many fields can be added to the search layouts so that they appear in searches?

A) Up to 15
B) Up to 30
C) Up to 10
D) Up to 5

A

C) Up to 10

220
Q

True or False? Tasks are NOT available in the Salesforce Mobile App.

A) False
B) True

A

A) False

221
Q

True or False? Users that want to create new Quotes while using the App can only do so from the Opportunities object.

A) True
B) False

A

A) True

222
Q

During the process of proposal delivery after the ideation process, which of the following will be a required deliverable?

A) Job stories
B) Ideation board
C) Advanced prototype

A

C) Advanced prototype

223
Q

Testing

Of the two ways of performing a usability test, which one is mainly focused on narrative recollection of events and interviews?

A) Qualitative
B) Quantitative

A

A) Qualitative

224
Q

Declarative

Where can Custom Buttons be included?

A) Search Result
B) List View
C) Related List
D) Reports
E) Record Detail
A

Custom buttons can be included on: A) Search Result
B) List View
C) Related List
E) Record Detail

But not
D) Reports

225
Q

Do the members in a Case team need to have Case Team Roles, like in an opp or account team?

A) Yes
B) No

A

A) Yes

226
Q

What tool is used on a page layout to display an ordered list of influential associated records?

A) List Dashboard
B) Lightning Component
C) Reports
D) Related List

A

D) Related List

227
Q

Which element should be used to load recommendation onto a custom lightning component?

A) apex:aiservice
B) lightning:nextbestaction
C) apex:helpfuture

A

B) lightning:nextbestaction

228
Q

What can be referenced in a Visualforce page using a global variable?

A) Static resource
B) Apex Class

A

A) Static resource

229
Q

True or False? Users will not be able to view account hierarchies in the mobile app.

A) True
B) False

A

A) True

230
Q

What is described here: It is the UI of what fields a user sees as they visit a record.

A) Report
B) Home Page
C) Page Layout
D) Visualforce Page

A

C) Page Layout

231
Q

Declarative

Can templates be used to build lightning pages?

A) Yes
B) No

A

A) Yes

232
Q

Which of the three levels in which Human Centered Design can be applied is described here: Focused on constructing consistent user experiences across all of the different platforms users have interactions with a company.

A) Service Design
B) Relationship Design
C) UX Design

A

A) Service Design

233
Q

Name some examples of third party lightning components that can currently be downloaded from the app exchange?

A) Calendar
B) Article
C) Calculator
D) Video Player

A

Examples
A) Calendar
C) Calculator
D) Video Player

But not:
B) Article

234
Q

Can users create custom lightning components?

A) Yes
B) No

A

A) Yes

235
Q

What can a Lead be converted to?

A) Opportunities
B) Accounts
C) Contracts
D) Contacts

A

A lead can be converted to:
A) Opportunities
B) Accounts
D) Contacts

But not to:
C) Contracts

236
Q

To what project management philosophy do User Stories belong?

A) Waterfall
B) Agile
C) Both

A

B) Agile

237
Q

Can the access to related objects to an account be regulated with the account (Opps and contacts) team roles?

A) Yes
B) No

A

B) No

238
Q

Can custom themes be called via Javascript?

A) Yes
B) No

A

B) No

239
Q

Review Standard Objects: name which SF standard object matches this description. It represents the description of a customer’s issue and its resolution.

A) Lead
B) Campaign
C) User
D) Solution

A

D) Solution

240
Q

Can Lightning Components…Be resized as they are included in a lightning page?

A) Yes
B) No

A

B) No

But does this apply to charts??

241
Q

Declarative

Can the navigation bar be customized?

A) Yes
B) No
C) Only in Classic
D) Only in Lightning

A

A) Yes

242
Q

True or False? Each dashboard has a running user, whose security settings determine which data to display in dashboard.

A) True
B) False

A

A) True

243
Q

Which of the following issues cannot be detected by an Aura accessibility test?

A) head element with an empty title attribute
B) Images with alt attributes
C) The element without a scope attribute
D) input elements with associated labels

A

B) Images with alt attributes

Trick Question, here’s what Aura tests:
Images WITHOUT alt attributes
Anchor elements without textual content
input elements without associated labels
Radio button groups not in fieldset tags
iframe or frame elements with empty title attributes
fieldset elements without legend tags
th element without a scope attribute
head element with an empty title attribute
Headings (H1, H2, and so forth) increasing by more than one level at a time
CSS color contrast ratio between text and background less than 4.5:1

244
Q

What tool can be used to define which records should be returned after a user searches from a lookup object?

A) Lookup Component
B) Einstein Relationship Builder Component
C) Review Lookup
D) Lookup Dialog

A

D) Lookup Dialog

245
Q

Name the standard salesforce objects that are dedicated and involved in ORDER MANAGEMENT

A) Orders
B) Quotes
C) Assets
D) Contracts

A

Standard Salesforce o jects dedicated and involved in Order Management
A) Orders
C) Assets
D) Contracts

But not:
B) Quotes

246
Q

True or False? If the underlying reports are already generated users will be able to create Dashboard Components from the SF App.

A) True
B) False

A

B) False

247
Q

As a general rule, declarative tools are suited to automatize actions between RELATED or UNRELATED records?

A) Unrelated
B) Related
C) Both
D) Neither

A

B) Related

248
Q

Testing

Of the four types of Moderation during a Usability Test, which one is described here: The moderator is responsible for asking the tester why she feels or thinks a certain way.

A) Concurrent Think Aloud
B) Retrospective Think Aloud
C) Retrospective Probing
D) Concurrent Probing

A

D) Concurrent Probing

249
Q

Do Visualforce Pages support view actions?

A) Yes
B) No

A

A) Yes

250
Q

Order the three levels of content in a lightning page from singular to larger groups.

A) Page Layout
B) Lightning Pages
C) Components
D) Regions

A

Order of the 3 levels of content in a lightning page
B) Lightning Page
D) region
C) Component

But not:
A) Page Layout

251
Q

Which of the following is NOT a Sales Cloud UX User persona, as defined by Salesforce?

A) Pipeline Builder
B) Data Expert
C) Case Solver
D) Trusted Advisor

A

C) Case Solver

252
Q

Is this element part of the design thinking philosophy: Design solutions in the early stages and stick to the established plan.

A) Yes
B) No

A

B) No

253
Q

What are all of the (5) Sales Cloud US user personas?

A 
Sales Leader
Deal Closer
Data Expert
Pipeline Builder
Trusted Advisor
254
Q

What can be used as the destination of leads pending assignment from where credited users can take ownership of them?

A) Teams
B) Queue
C) Groups
D) Territory

A

B) Queue

255
Q

Which web component can be added to Lightning Pages to allow app users to quickly access information and elements that they need?

A) Mobile-App Launcher
B) Custom Launchpad
C) Lightning Help Block
D) Links and Help Component

A

B) Custom Launchpad

256
Q

What is design thinking?

A) A guide of best practices to improve a User Experience Designer.
B) A problem-solving process to develop innovative responses to existing problems.
C) A step-by-step process to develop better application-based software.

A

B) A problem-solving process to develop innovative responses to existing problems.

257
Q

What is the difference between Service Design and User Experience Design?

A) Service Design considers extended interactions that the user has with a company instead of just a product

B) UX Design considers extended interactions that they user has with a company instead of just a product.

A

A) Service Design considers extended interactions that the user has with a company instead of just a product

258
Q

True or False? Users can use Salesforce Today to prepare for meetings, stay in touch with customers, quickly join conference calls, and generally manage your day.

A) True
B) False

A

A) True

259
Q

Are Validation Rules, Formula Fields and Approval Processes considered declarative automation tools?

A) No
B) Yes
C) All but Formula Fields are.

A

B) Yes

260
Q

Will the view state of Visual force page hold in between user sessions?

A) Yes
B) No

A

B) No

261
Q

Can Lightning Components be used to build screens in a flow?

A) Yes
B) No

A

A) Yes

262
Q

Which phase is described here: The handlers specified on each component are fired in this order i.e. from source to the owner. It’s the phase where the event is handled from the innermost to the outermost component. It is also the default phase in lightning.

A) Bubble
B) Capture

A

A) Bubble

263
Q

Which tool is used to create reports, incorporate filters and select the Report Type?

A) Report Builder
B) A csv file that will then get imported
C) Report Composer
D) Data Loader

A

A) Report Builder

264
Q

A user wants to find duplicate Lead records using the Salesforce app.

A) List Views are not available in the App
B) He will be able to use the Find Duplicates button
C) He can segment a List view by creating a new Filter
D) The Find Duplicates buttons and functionality is not available in the app.

A

D) The Find Duplicates buttons and functionality is not available in the app.

265
Q

Of the four types of Moderation during a Usability Test, which one is described here: The Moderator is responsible for asking questions to the tester after he is done executing the tests.

A) Retrospective Probing
B) Concurrent Think Aloud
C) Retrospective Think Aloud
D) Concurrent Probing

A

A) Retrospective Probing

266
Q

What is required to add further automatization to an Einstein Next best action strategy when a recommendation is selected?

A) Process Builder
B) A Flow

A

B) A Flow

267
Q

Which of the following is NOT one of the 8 Risk Zones that tech ethics can help avoid? (Based on the EthicalOS Toolkit)

A) Disinformation
B) Hateful and Criminal Actors
C) Global warming
D) Addiction and the Dopamine Economy

A

C) Global warming

268
Q

If a user cannot be deactivated due to he or she being an important part of an automation process, what can be done with the user?

A) All users can be deactivated
B) Lock
C) Freeze
D) Delete

A

C) Freeze

269
Q

In a Lightning Home Page, can flows be included?

A) Yes
B) No

A

A) Yes

270
Q

Is design thinking focused on creating better products or can it also be applied to other areas and larger organizational elements, like services, experiences …?

A) It CAN be applied to Services and Experiences.
B) It CANNOT, for that Human-Centered Design Needs to be used.

A

A) It CAN be applied to Services and Experiences.

271
Q

Which resource in the Lightning component bundle contains the custom icon used in the Lightning App Builder?

A) CSS Styles
B) Helper
C) SVisualforce File

A

C) SVisualforce File

272
Q

Which of the following represents a correct example of how to write user stories as defined by Salesforce’s best practices?

A) As a Sales Manager I want a Pipeline Report by next Wednesday.
B) As a Sales Manager, I want an opportunity report so that I can track our pipeline evolution by next Wednesday.
C) I want an opportunity report so that I can track our pipeline evolution by next Wednesday.
D) As a Sales Manager, I want an opportunity report so that I can track our pipeline evolution.

A

D) As a Sales Manager, I want an opportunity report so that I can track our pipeline evolution.

273
Q

Of the three core elements of Design Thinking, which is focused on developing a solution within a financial limitation?

A) Feasibility
B) Viability
C) Desirability

A

B) Viability

274
Q

Declarative or Programmatic development? Specific creation, deletion or editing of fields and records is required.

A) Programmatic
B) Declarative

A

B) Declarative

275
Q

Is the following a benefit of implementing Process Mapping? Spot and resolve flaws in the project early on.

A) Yes
B) No

A

A) Yes

276
Q

Which of the three discovery techniques used in the Discovery phase of Customer research is described here: Ask questions to your customer as she follows the path of purchasing or after the operation is concluded.

A) Interviewing
B) Shadowing
C) Embodying

A

A) Interviewing

277
Q

Which of the following items is best described by this definition? “A template that makes reporting easier and determines which fields and records are available for use when creating a report. This is based on the relationships between a primary object and its related objects.”

A) Pre-built Reports
B) Report Template
C) Report Type
D) Report Model

A

C) Report Type

278
Q

What LEx specific component can be used to organize multiple page components in the same way Tabs do in SF classic except vertically?

A) Related Lists
B) Console View
C) Accordion Component
D) Collapsible Sections

A

C) Accordion Component

279
Q

Full and Partial copy Sandboxes, which one can only be refreshed once a month?

A) Partial Copy
B) Both
C) Neither
D) Full Copy

A

D) Full Copy

280
Q

To add a list button to a list view what must be customized?

A) the list layout
B) the record detail
C) the page layout
D) the lightning page

A

A) the list layout

281
Q

Which of the two record pages allow for components to display dynamically?

A) Both
B) Classic
C) Lightning
D) Neither

A

C) Lightning

282
Q

Do Visualforce Pages support edit actions?

A) Yes
B) No

A

A) Yes

283
Q

Can tabs be used to host a web URL link that displays the page as it is accessed?

A) Yes
B) No

A

A) Yes

284
Q

In which of the following app markets CANT the Salesforce App be found?

A) Google Play
B) AppExchange
C) App Store

A

B) AppExchange

285
Q

FYI: These are all really the same thing, but they range from simple selection to complex multi-selection and type-ahead functionality.

  • Lookup (Saleforce jargon)
  • Picklist (Saleforce jargon)
  • Select (simple control, isn’t used mutch
  • Combobox (official name of component)

(not a card)

A

FYI: These are all really the same thing, but they range from simple selection to complex multi-selection and type-ahead functionality.

  • Lookup (Saleforce jargon)
  • Picklist (Saleforce jargon)
  • Select (simple control, isn’t used mutch
  • Combobox (official name of component)
286
Q

Which kind of variables, that can be referenced by Visualforce pages can be used to retrieve user data, such as his role and profile?

A) Controller Variables
B) Neither
C) Both
D) Global Variables

A

D) Global Variables

287
Q

What can be used to generate leads automatically as a visitor on a web page fills out a form?

A) Marketo Forms
B) Pardot Forms
C) Salesforce Forms
D) Web to Lead forms

A

D) Web to Lead forms

288
Q

Of the following which one is used as a feature proposal in the Project Management process?

A) Job Story
B) User Story

A

B) User Story

289
Q

Who is the only user in Salesforce that can set the visibility of a custom list view to “All Users”?

A) All users can
B) The Admin
C) The User Manager

A

B) The Admin

290
Q

What is the last step in the process of Design Thinking?

A) Build empathy with users and uncover their needs and feelings about the technology.
B) Iterate on ideas quickly to satisfy a given need.
C) Start the technological development of the solution and its UX.

A

C) Start the technological development of the solution and its UX.

291
Q

Which of the following is NOT a type of notification that the salesforce app can use?

A) In-app notifications
B) Email notifications
C) Push notifications

A

B) Email notifications

292
Q

What will be required if a user wanted to add a Visualforce page to the Mobile Navigation menu?

A) Visualforce pages cannot be accessed from mobile Salesforce
B) A custom object for it
C) A Tab for it
D) A mobile component for it

A

C) A Tab for it

293
Q

Which of the following cannot be uploaded as a static resource and referenced in a Visualforce page using a global variable?

A) javascript file
B) Style sheet
C) Archive
D) apex classes

A

D) apex classes

294
Q

Which element will be required to create a page where users have a lead round-robin assignment that they can access from the UI?

A) A Lightning Component
B) Visualforce Page
C) An Apex Trigger

A

B) Visualforce Page

295
Q

To whom do the principles of Conversation design apply to, within an organization?

A) Bots
B) Humans
C) Both

A

C) Both

296
Q

True or False? The Outlook integration requires the setup of inbox features.

A) True
B) False

A

B) False

297
Q

What is the difference between an App Page and a Home Page?

A) Home Page: nexus page where users are directed as they log into SF. App Page: Specific central Pages referent to Apps

B) App Page: nexus page where users are redirected as they log into SF. Home Page: Specific central Pages referent to Apps

A

A) Home Page: nexus page where users are directed as they log into SF. App Page: Specific central Pages referent to Apps

298
Q

Is there a Standard Calendar lightning component?

A) Yes
B) No

A

B) No

299
Q

What can be set up to automatically escalate a case in the event of the agent not knowing what to do, or an entitlement milestone gets violated?

A) SOS Workflow
B) Escalation Rule
C) Flow
D) Assignment Rule

A

B) Escalation Rule

300
Q

Should the principles of Conversation Design also apply to bots and other elements with which users might interact?

A) No
B) Yes

A

B) Yes

301
Q

In which type of test does the tester have to structure a series of concepts in a map or order that makes sense regarding workflow and architectural structure?

A) First Click Testing
B) Tree Testing
C) Card Sorting Testing

A

C) Card Sorting Testing

302
Q

What Salesforce objects can be inputted as campaign members?

A) Leads
B) Contacts
C) Person Accounts
D) Business Accounts

A

Can be input as campaign members:
A) Leads
B) Contacts
C) Person Accounts

But not:
D) Business Accounts

303
Q

Can Standard components be used to build custom lightning pages?

A) No
B) Yes

A

B) Yes

304
Q

These are Salesforce declarative automation tools.

A) Workflow
B) Apex
C) Process Builder
D) Flow Builder

A

These are declarative:
A) Workflow
C) Process Builder
D) Flow Builder

But not:
B) Apex

305
Q

Should the story you tell during the demo process include challenges or only focus on the good parts?

A) It should include challenges
B) It should NOT include challenges

A

A) It should include challenges

306
Q

Which of the following is NOT an activity that can be used to manipulate data within a Report?

A) Analyze
B) Do Math
C) Filter
D) Group

A

A) Analyze

307
Q

To test an Aura component in the JSTEST environment, what Function Call must be used?

A) auraTestingUtil.assertAccessible()
B) $A.test.assertAccessible()

A

B) $A.test.assertAccessible()

308
Q

What tool allows certain sections on a page layout to reduce the spaces they occupy on the screen?

A) Collapsible Sections
B) Console
C) Accordion Component
D) Related Lists

A

A) Collapsible Sections

309
Q

What are the three actions that users can perform from a list view?

A) Create Records
B) Edit Records
C) Delete Records
D) Follow Records

A

These can be performed from a list view:
B) Edit Records
C) Delete Records
D) Follow Records

But not:
A) Create Records

310
Q

Record lightning pages can be assigned at the following levels.

A) Profile
B) App
C) Role
D) Record Type

A

Can be assigned at:
A) Profile
B) App
D) Record Type

But not:
C) Role

311
Q

Up to how many themes and branding can be applied at one time in an org?

A) Up to 2 depending on profiles.
B) One per App
C) Up to 5 depending on profiles
D) Just 1

A

D) Just 1

312
Q

Which two logic connectors will users be able to incorporate to the relation between the primary and related objects in a Report Type?

A) With and “With or Without”
B) Added and Extended
C) Incorporate and Exclude
D) With and Without

A

A) With and “With or Without”

313
Q

Of the three core elements of Design Thinking, which is focused on developing a solution that users care about and need?

A) Feasibility
B) Desirability
C) Viability

A

B) Desirability

314
Q

Should the following item be included in a UX Research Plan? Project Scope

A) Yes
B) No

A

A) Yes

315
Q

What can be used to define the role that each Contact plays in an Account?

A) Contact Roles
B) Account Hierarchy
C) Account Team Roles
D) Account Teams

A

A) Contact Roles

316
Q

Can Visibility Rules be set for different components in record, app and home pages, thereby creating dynamic views?

A) Yes
B) No

A

A) Yes

317
Q

Which of the following is not part of the standard Aura component bundle?

A) Sketch
B) Controller
C) Component
D) CSS Styles

A

A) Sketch

318
Q

What must be done after the creation of a lightning page before it can be accessed by users?

A) Submit it to support.
B) Activate it
C) Create a Visualforce Page to maintain it
D) Create an interface to maintain it

A

B) Activate it

319
Q

Can Lightning Components … Be configured as they are incorporated onto a new lightning page?

A) Yes
B) No

A

A) Yes

320
Q

Is the following a benefit of implementing process mapping? Improve communication across the different elements and members of a project.

A) No
B) Yes

A

B) Yes

321
Q

What can be created to allow a team of users who work together on an account to easily collaborate and share their progress?

A) Business Teams
B) Account Teams
C) Account Hierarchy
D) Account Team Roles

A

B) Account Teams

322
Q

What is the following a definition for: incorporation of ethical principles in the process to develop technical solutions.

A) Human centered design
B) Tech Ethics
C) Design Thinking
D) Ethics by Design

A

D) Ethics by Design

323
Q

Considering the best practices for accessible design, should Headings in apps and webpages include a brief description of the content of the page?

A) No
B) Yes

A

B) Yes

324
Q

Which of the following is NOT one of the 8 Risk Zones that tech ethics can help avoid? (Based on the EthicalOS Toolkit)

A) Implicit Trust and Understanding
B) Surveillance State
C) Election Interference
D) Disinformation

A

C) Election Interference

325
Q

Review Standard Objects: name which SF standard object matches this description. It is a written agreement between a company and a customer, defining the terms of doing business.

A) Assets
B) Orders
C) Work Order
D) Contract

A

D) Contract

326
Q

Which of the Report tools will a user have to use if the Report should show only Closed Lost opportunities for “active” products from this financial year.

A) Diagrams
B) Filters
C) Groups
D) Buckets

A

B) Filters

327
Q

During the process of proposal delivery after the ideation process, which of the following will NOT be a required deliverable?

A) Advanced prototype
B) Implementation Plan
C) Job Stories
D) Business case for change

A

C) Job Stories

328
Q

The Salesforce mobile app gets language support from the language and region settings on the mobile device, the language setting for the mobile device’s default browser, and the language and region settings in the user’s Salesforce user profile. What will happen if these elements have conflicting language preferences?

A) The app will be presented based on the phone’s region settings.
B) The user will be able to see different languages in the app.
C) The App will be presented in the “Fallback App Language” defined by the Admin

A

B) The user will be able to see different languages in the app.

329
Q

If a user tries to convert a Lead to an Opportunity using the app what would happen?

A) The Lead could only be converted to an existing opportunity
B) Lead could not be converted to an opportunity
C) The Lead will disappear without creating an Opportunity until the user logs in desktop
D) The Lead could only be converted to a new opportunity

A

A) The Lead could only be converted to an existing opportunity

330
Q

Is it possible to reset a user’s password? If so, from where?

A) Yes, from the “Passwords and Security” page in Setup
B) Yes, from the “users” page in Setup
C) No, a new user has to be created
D) Yes, contacting Salesforce Support

A

B) Yes, from the “users” page in Setup

331
Q

To which items can Record Pages be assigned as default:

A) Users
B) Apps
C) Profiles

A

Record page can be assigned to
B) Apps
C) Profiles

But not to
A) Users

332
Q

Testing

Amongst the following, select only the sandbox types available in Salesforce. Select 2

  • Full Sandbox
  • Developer Sandbox
  • Professional Sandbox
  • Testing Sandbox
A
  • Full Sandbox

- Developer Sandbox

333
Q

testing

True or False? Scratch orgs are source-driven and expire within 2 weeks.

A

False - scratch orgs are good for a max of 30 days

334
Q

testing

Which 3 fields are always present on every object in Salesforce?

  • Identity/ID
  • Name
  • System
  • Created Date
  • Custom
A
  • Identity/ID
  • Name
  • System
335
Q

testing

What are the two main types of object relationships you can create in Salesforce?

  • Friendship
  • Lookup
  • Sibling
  • Master-Detail
A
  • Lookup

- Master-Detail

336
Q

testing

True or False? The hierarchical relationship is not supported on any object in Salesforce.

A

Flash

BUT - I see the the User Object (in Object Manager) allows this very thing.

337
Q

True or False: In a master-detail relationship (typically) when you delete the master record, the detail records are automatically deleted.

A

True

338
Q

testing

True or False: Tree testing is often called “forward card sorting,”, where the user helps generate the “tree” of options.

A

False. There isn’t anything called “forward card sorting”, but there is another term, “reverse card sorting” that is similar.

339
Q

testing

True or false: For A/B testing, it is critical to run the test concurrently unless you are testing in a lab.

A

True (for the concurrent run portion, and not certain exactly why other than to minimize variables. Not certain what the lab has to do with it.

340
Q

Testing

How can you differentiate between a standard field and a custom field?

  • Field type is set to Custom
  • A custom field has the suffix “__custom” in its name
  • A custom field has the suffix “__c” in its name
  • They are grouped separately with a header indicating “Custom Fields
A
  • A custom field has the suffix “__c” in its name
341
Q

What is an object?

A

A table of data (spreadsheet with rows and columns)

  • Records are rows
  • Fields are columns
342
Q

What is an organization?

A

all of your data and applications and is separate from all other organizations.

343
Q

What are the seven user facing objects? (ACCCLOS)

A 
account
campaign
case
contact
lead
opportunity
solution
344
Q

What are Accounts?

A

Customers, competitors, and partners. Each account stores information such as name, address, and phone numbers

345
Q

What is a Campaign?

A

An outbound marketing project that you want to plan, manage, and track within Salesforce.

346
Q

What is a case?

A

Description of a customer’s feedback, problem ,or question. Use cases to track and solve your customers’ issues

347
Q

What is a Contact?

A

Individuals associated with your business accounts that you need to track in Salesforce. (already doing business with)

348
Q

What is a Lead?

A

A prospect or potential opportunity (not doing business with them yet and are not associated with an account )

349
Q

What is an Opportunity?

A

Sales deals that you want to track. Adding opportunities also builds your pipeline, which will contribute to your sales forecast

350
Q

What is a Solution?

A

Detailed description of a customer issue and the resolution of that issue

351
Q

Which is Lookup, and which is related list?

  • 1:1 relationship - bottom to top
  • 1:many relationship - top down
A

Lookup is 1:1 relationship (bottom to top)

Related List is 1:many relationship (top down)

352
Q

testing

How many object types does Salesforce Support?

7
5
2
9

A

5 Objects:

  • Standard objects
  • custom objects
  • external objects
  • platform events
  • BigObjects.

Salesforce Design (1 decks)

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