Last Updated: Jun 18, 2026
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1. Cloud Kicks (CK) is planning its Einstein Bot implementation and has identified common issues the bot canresolve. CK has determined that extensive technical planning is needed for bot effectiveness and customer satisfaction.
Which additional element(s) would be essential?
A) Training and support planning
B) Voice and tone planning
C) User interface planning
D) Onboarding planning
2. A developer is creating a Lightning Web Component (LWC) and wants to make sure the visual experience is consistent with Cloud Kicks' branding. The developer asks their UX Designer about the Salesforce Lightning Design System (SLDS) styling hooks.
How should the designer describe them?
A) The use custom CSS properties to easily style case and custom component.
B) They use standard CSS properties to easily style base and custom components.
C) They use standard CSS properties to directly style HTML elements.
D) They use custom CSS properties to directly style HTML elements.
3. Following a human-centered design process approach, Cloud Kicks is preparing a user feedback session for an app that is not performing as anticipated.
In what way could confirmation bias be avoided?
A) Allow the user to explore the application without specific questions regarding which tasks to perform.
B) Ask specific questions about known pain points to confirm your hypothesis.
C) Ask open-ended questions staying away from questions regarding feelings.
4. Cloud Kicks' administrator has a requirement to make the user experience for a complex process more engaging for internal users.
Which Salesforce functionality should be used?
A) Screen flow
B) Lightning Survey
C) Process Builder
5. A UX Designer wants to inform user stories based on user value and development effort.
Which method should be used?
A) Customer Journey Map
B) Card Sorting
C) Prioritization Matrix
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: A | Question # 3 Answer: C | Question # 4 Answer: A | Question # 5 Answer: C |
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