Experience-Cloud-Consultant Salesforce Certified Experience Cloud Consultant (SP24) Questions and Answers

To decrease its call volume using an Experience site, NTO can use standard out-of-the-box functionality such as:

• Create an FAQ Knowledge article. A Knowledge article is a document that provides information or a solution to a common issue or question. NTO can create an FAQ Knowledge article that answers the most frequently asked questions by its customers and publish it on its site.
• Deploy a chatbot to address common questions. A chatbot is an automated conversational agent that can interact with customers using natural language. NTO can deploy a chatbot on its site that can answer common questions, provide information, or escalate issues to agents.
• Enable Chatter Questions to encourage peer-to-self-service. Chatter Questions is a feature that allows customers to post questions on your site and get answers from other customers or experts. NTO can enable Chatter Questions on its site to encourage peer-to-self-service and reduce the need for support calls.

Salesforce Partner Relationship Management (PRM) is a solution that helps you manage your partner lifecycle, from recruitment to enablement to co-selling. Some of the ways that Salesforce PRM can help DF are:

• Automating partner onboarding process. You can use Salesforce PRM to create guided onboarding flows that automate tasks, approvals, and notifications for your partners.
• Providing reports and dashboards access to partners. You can use Salesforce PRM to share reports and dashboards with your partners that show their performance, pipeline, and revenue.
• Preventing channel conflict. You can use Salesforce PRM to assign leads and opportunities to your partners based on rules and criteria that ensure fair distribution and avoid duplication.

This option allows UC to control the access to the partner application form and ensure that only qualified partners can apply. Token-based referral links are unique and expire after a certain time, which adds an extra layer of security. Creating an app for the internal team also allows UC to track the performance of the referral program and reward the existing partners accordingly1

Two Salesforce recommendations for setting up partner roles in large orgs are B and C. Partner roles are roles that are assigned to partner users who access your Experience Cloud site through a partner account. A partner account is an account that has the Is Partner checkbox enabled. To set up partner roles, you should create them in a separate branch in your Role Hierarchy, which allows you to isolate partner data from internal data and control partner visibility and access. You should also grant partner users access to the partner account using a Sharing Rule, which allows you to share records owned by internal users with partner users based on criteria that you define.

The members that will be able to see the Rich Content Editor component are those that are part of both the New York City audience and the Legal Department audience. Audience targeting is a feature that allows you to display pages and components to certain users based on their assigned audience. An audience is a group of users who share common attributes, such as profile, location, or language. When you assign an audience to a page or a component, only the users who belong to that audience can see it. If you assign multiple audiences to a page or a component, only the users who belong to all of those audiences can see it.

Two reasons for the import failure are A and D. To import Customer Portal users to the Experience Cloud, you need to have a portal role record and a contact record for each user. A portal role record is a record that defines the role of a portal user in the portal hierarchy. A contact record is a record that contains the personal information of a portal user, such as name, email, phone, etc. If these records are missing, the import will fail.

This setting allows the CMS content to be searchable within the channel where it is published. To enable search for a channel, open the CMS Channels tab in Salesforce CMS, select Edit beside a channel, and click the Search toggle. Additionally, if the site is created with Experience Builder, the Global Search Box component must be configured to include the Content object4

ExperienceBundle is a feature that allows you to retrieve, deploy, create, update, or delete an Experience Cloud site’s metadata definition in a single API call. Some of the key features of ExperienceBundle are:

• ExperienceBundle enables creating experiences across orgs. You can use ExperienceBundle to move your site’s metadata from one org to another, such as from sandbox to production.
• ExperienceBundle provides editable community metadata in a human-readable format. You can use ExperienceBundle to edit your site’s metadata in JSON or XML format, which makes it easier to understand and modify.

Three valid topic types are Featured Topic, Trending Topic, and Standard Topic. Topics are keywords or phrases that help users find and organize content in Experience Cloud sites. A Featured Topic is a topic that is manually selected by an administrator or moderator to be displayed prominently on the site. A Trending Topic is a topic that is automatically generated by an algorithm based on the popularity and recency of the content. A Standard Topic is a topic that is created by users or administrators and can be assigned to any content.

The page view limit for an Experience site depends on the org edition and the license type of the site users. For an Unlimited org, the page view limit is 5 million per month for guest users, and unlimited for authenticated users. A page view is counted when a user requests a page that is served by the site.

The Experience Cloud consultant should recommend creating a digital experience for agents and an app for employees. A digital experience is a branded online destination that allows you to connect with your customers, partners, or employees. An app is a collection of items that work together to serve a particular function. By creating a digital experience for agents, DR can offer them a portal where they can manage claims, access resources, and collaborate with DR employees. By creating an app for employees, DR can provide them with a workspace where they can approve settlements and adjustments, view reports and dashboards, and communicate with agents.

To enable the installers to collaborate with their co-workers and UMS staff, UMS needs to enable Portal User Visibility. This is a user visibility setting that allows portal users to see other portal users who have the same role or a role below them in the role hierarchy. This also allows portal users to see internal users who are above them in the role hierarchy. Portal User Visibility can be enabled in the Sharing Settings page in Setup.

To remove all the spammers’ posts and comments from the Experience Cloud site, DR should utilize the Insights reports by creating and using a custom action to remove them. Insights reports are reports that show the activity and engagement metrics on DR’s site, such as page views, likes, comments, flags, and moderation actions. DR can use Insights reports to identify the spammers’ posts and comments based on the flagging reasons or other criteria. DR can also create a custom action that allows DR to remove multiple posts or comments at once from the Insights reports.

Three things that BC should keep in mind about unauthenticated or guest user access are A, B, and D. Unauthenticated or guest user access is a feature that allows users to access your Experience Cloud site without logging in or registering. Unauthenticated or guest users have limited access and visibility to data in your Salesforce org, and they have some restrictions, such as:

• Guest user external organization-wide defaults are always set to Private. This means that guest users cannot access any records that are owned by external users (such as Customer Community or Partner Community users) unless they are explicitly shared with them.
• Guest user can’t access records via manual sharing. This means that guest users cannot access any records that are shared with them by using the Sharing button on the record detail page.
• Guest user can’t be members of public groups or queues. This means that guest users cannot access any records that are shared with them by using public groups or queues as criteria.

To grant access to each customer, the UC admin should select a permission set and a profile for a given experience. A permission set is a collection of settings and permissions that give users access to various tools and functions in Experience Cloud. A profile is a collection of settings and permissions that determine what users can see and do in Experience Cloud. By selecting a permission set and a profile for each experience, the UC admin can control the access level of each customer user.

The cause of the error is that accounts used in an External Account Hierarchy cannot be merged with another account. An External Account Hierarchy is a feature that allows you to create a hierarchy of partner accounts and contacts that mirrors the structure of your partner’s organization. This helps you manage data access and visibility for your partners. However, accounts that are part of an External Account Hierarchy cannot be merged with other accounts, because this would disrupt the hierarchy and the sharing settings.

Salesforce Partner Relationship Management (PRM) is a solution that helps you manage your partner lifecycle, from recruitment to enablement to co-selling. Some of the ways that Salesforce PRM can help DF are:

• Automating partner onboarding process. You can use Salesforce PRM to create guided onboarding flows that automate tasks, approvals, and notifications for your partners.
• Providing reports and dashboards access to partners. You can use Salesforce PRM to share reports and dashboards with your partners that show their performance, pipeline, and revenue.
• Preventing channel conflict. You can use Salesforce PRM to assign leads and opportunities to your partners based on rules and criteria that ensure fair distribution and avoid duplication.

Salesforce Partner Relationship Management (PRM) is a solution that helps you manage your partner lifecycle, from recruitment to enablement to co-selling. Salesforce PRM comes with some standard features that you can leverage without any code customization, such as:

• Case Escalation: You can enable your partners to escalate cases to you when they need your help or expertise.
• AI-Powered Knowledge Base: You can provide your partners with relevant and personalized knowledge articles powered by Einstein Article Recommendations.
• Chat: You can enable your partners to chat with you or other partners in real time using Embedded Service Chat or Salesforce Chat Snap-ins.

This user license allows users to access cases, Knowledge articles, reports and dashboards, and custom objects in a self-service site. It also provides access to Chatter groups and files, and allows users to edit their own profiles. Customer Community Plus users can also use email-to-case functionality and create records that have lookups to accounts or contacts5

To share records with partners who will work on low-severity B2C customer issues, DR should use sharing rules. Sharing rules allow you to extend sharing access to users in public groups, roles, or territories. You can use sharing rules to share records owned by internal users with partners based on criteria such as record type, field value, or ownership.

This option allows CK to use Google as an external identity provider and enable customers to log in to the site using their Google credentials. CK can also access customers’ basic profile data, such as name, email, and picture, by specifying the scopes and attributes in the authentication provider settings. CK can also use the authentication provider to configure single sign-on (SSO) and just-in-time (JIT) provisioning for the site.

Before beginning work on these sites, the consultant should notify the stakeholders that the number of both moderation and rate rules exceeds the org limit. Moderation rules are rules that flag or block content based on keywords, phrases, or patterns. Rate rules are rules that limit the number of posts or comments a user can make in a given time period. The org limit for moderation rules is 10 and the org limit for rate rules is 5. Since each site needs 3 moderation rules and 4 rate rules, the total number of rules for 5 sites is 15 moderation rules and 20 rate rules, which exceed the org limit.

To create Experience Cloud users, you need to add them to an account as contact records. Then, you can enable them as Experience Cloud users and assign them a user license and profile.

To make a Knowledge article visible to both authenticated customers and unauthenticated guest users on the public knowledge base, you need to select the Visible to Public Knowledge Base checkbox when creating the article. This will allow you to share the article with public users on your site. You can also select other visibility options, such as Visible to Customer or Visible to Partner, if you want to share the article with other channels.

CMS Connect allows you to display content from an external content management system (CMS) in your Experience Cloud site. You can use CMS Connect to render a header and footer from your CMS in your site, as well as other content types such as articles, banners, or images.

Three best practices when configuring self-registration for an Experience Cloud site are A, B, and C. Self-registration is a feature that allows users to create their own accounts on your Experience Cloud site without an invitation. To configure self-registration, you need to assign a default profile for self-registered users, which determines their access level and permissions on your site. A best practice is to assign a cloned standard site profile as the default, which gives you more control over the settings and customization of the profile. Another best practice is to use a restrictive default profile to begin with, which limits the access and visibility of self-registered users until they are verified or approved by an administrator. A third best practice is to create a separate profile for your self-service site and your partner portal, which allows you to differentiate the access and functionality of different types of users on your sites.

This option allows UC to customize the self-registration process and create person accounts programmatically using Apex code. The standard self-registration configuration does not support person accounts and requires an existing business account to associate the new users with. Restricting the account record type access for the Site Guest User does not affect the self-registration process and may cause errors.

This setting allows guest users to view images and other content that are stored as asset files or CMS content in your Experience Cloud site. You need to enable this setting if you want guest users to see images on your customer portal.

To implement SAML 550 for the Experience Cloud site, the UC administrator should use the site login URL as an endpoint where SAML assertion is made. SAML 550 is a protocol that allows users to authenticate with a third-party identity provider and access Salesforce resources without entering their Salesforce credentials. The site login URL is the URL that users use to access the Experience Cloud site. By using the site login URL as an endpoint, the UC administrator can configure SAML settings to redirect users to the identity provider for authentication and then back to the Experience Cloud site.

To create a do-it-yourself site for its existing and prospective customers, UC should focus on two Experience Cloud features:

• Guest user and public access settings. These settings allow you to control what unauthenticated users can see and do on your site, such as viewing articles, manuals, and FAQs, or asking and answering questions.
• Content Delivery Network. This is a feature that allows you to improve the performance of your site by caching static resources, such as images, JavaScript, and CSS files. This can enhance the user experience and reduce the load on your server.

To share records with partners who will work on low-severity B2C customer issues, DR should use sharing rules. Sharing rules allow you to extend sharing access to users in public groups, roles, or territories. You can use sharing rules to share records owned by internal users with partners based on criteria such as record type, field value, or ownership.

To meet the requirement of distributing leads to partners, UMS needs to take at least three steps:

• Create a Lead Process for Lead Distribution. A lead process is a set of stages that a lead goes through from creation to conversion. UMS can create a lead process that defines how leads are distributed to partners based on criteria such as region, industry, or product.
• Create a Lead Queue for Lead Distribution. A lead queue is a list of leads that are assigned to a group of users who share the workload. UMS can create a lead queue for its partners and assign leads to the queue based on the lead process.
• Configure Lead creation Leadon low Distribution inside PRM Workspace. PRM Workspace is a feature that allows UMS to manage its partner relationships, such as recruiting, onboarding, training, and co-selling. UMS can configure lead creation and distribution settings inside PRM Workspace, such as enabling partners to create their own leads, setting up lead assignment rules, and defining lead notification preferences.

BC should look closely into Lightning Bolt solutions during the evaluation phase. Lightning Bolt solutions are industry-specific solutions that include prebuilt themes, templates, pages, components, and business logic for Experience Cloud sites. Lightning Bolt solutions can help BC create personalized experiences for its providers, vendors, installers, and patients by providing them with best practices and ready-made features for their industry. BC can find and install Lightning Bolt solutions from AppExchange or create their own custom solutions using Lightning Bolt framework.

Criteria-Based Audiences are a feature that allows you to display different content to different audiences based on criteria such as profile, location, domain, or user. However, there are some considerations when using Criteria-Based Audiences, such as:

• Components in the template header and footer sections cannot be assigned to an audience. These sections are shared across all pages in your site and can’t be customized for different audiences.
• Salesforce must be contacted if you need to use the domain criteria in sandbox or Developer Edition orgs. Domain criteria allow you to target audiences based on the domain name they use to access your site. However, this feature is not enabled by default in sandbox or Developer Edition orgs.
• Record Type criteria cannot be assigned to a component. Record Type criteria are only available for page variations and navigation menu items.

To troubleshoot the problem of the site taking a long time to load, the system administrator should use Salesforce Community Page Optimizer. This is a tool that analyzes the performance of an Experience Cloud site and provides recommendations for improving the page load time. The tool checks for issues such as component density, image size, caching settings, and network latency.

To give guest users access to a custom object, CK can use guest user organization-wide defaults (OWD). OWD are a feature that allows you to set the default level of access that guest users have to records of a custom object. You can use OWD to grant Read Only or Read/Write access to guest users for a custom object. For example, CK can use OWD to give guest users Read Only access to the VolunteeringEvent object.

One thing that NTO should consider when building the HR help desk app is that the app can centralize knowledge and self service in to one experience site. This means that NTO can use Experience Cloud to create a site that provides access to Knowledge articles, Cases, Chatter, and other features that can help its employees find answers, request assistance, and collaborate with HR staff. NTO can use Employee Cloud, which is a solution that allows NTO to create employee experience sites using Experience Cloud.

To meet the requirement of distributing leads to partners, UMS needs to take at least three steps:

• Create a Lead Process for Lead Distribution. A lead process is a set of stages that a lead goes through from creation to conversion. UMS can create a lead process that defines how leads are distributed to partners based on criteria such as region, industry, or product.
• Create a Lead Queue for Lead Distribution. A lead queue is a list of leads that are assigned to a group of users who share the workload. UMS can create a lead queue for its partners and assign leads to the queue based on the lead process.
• Configure Lead creation Leadon low Distribution inside PRM Workspace. PRM Workspace is a feature that allows UMS to manage its partner relationships, such as recruiting, onboarding, training, and co-selling. UMS can configure lead creation and distribution settings inside PRM Workspace, such as enabling partners to create their own leads, setting up lead assignment rules, and defining lead notification preferences.

These two options allow the article to be visible to internal Salesforce users, unauthenticated visitors to the site, and third-party authenticated users. Visible in Public Knowledge Base enables the article to be accessed by guest users without logging in, while Visible to Employee enables the article to be accessed by internal users with the appropriate permissions4

To configure self-registration for customers who use Person Accounts, CK should leave the Account field blank. This will allow CK to create individual customers without associating them with an account. CK can use the standard self-registration configuration under Experience Workspace and select a profile or permission set that supports Person Accounts. CK can also customize the self-registration page and Apex handler to create Person Accounts for customers based on their information.

Partner Super User access is a feature that allows you to grant access to records owned by other partner users who have the same role or a role below them in the role hierarchy. You can apply Partner Super User access to three objects: Opportunities, Accounts, and Custom Objects.

The order in which the community manager should perform activation steps is A. To activate a site in Experience Cloud, you need to complete several steps, such as adding profiles and permission sets, enabling contacts as community users, setting welcome emails, and setting the site to active. The order of these steps is important, because some steps depend on others. For example, you need to add profiles and permission sets before you can enable contacts as community users, and you need to set welcome emails before you can set the site to active.

This option allows UC to give retail store managers access to the records owned by their peers and subordinates. Super User access is a feature that grants community users access to records that are owned by users who have the same role or a role below them in the role hierarchy. Super User access can be enabled for partner users or customer users with Customer Community Plus or Partner Community licenses2

The first step to create a site is to enable Digital Experiences in your org. This will allow you to access the Experience Cloud site creation wizard, where you can choose a template, a domain name, and a URL for your site.

Three actions that are performed automatically when a site is created in Experience Cloud are A, C, and E. A guest role is a role that defines the access level and permissions of guest users on your site. A guest profile is a profile that determines what guest users can see and do on your site. A guest user record is a user record that represents the guest user on your site. These actions are performed automatically when you create a site in Experience Cloud, so you don’t have to manually create them.

To capture the new users self-registering on the B2C site as person accounts in Salesforce, UC should create a custom self-registration page and Apex handler that creates a person account for each user. A custom self-registration page allows UC to customize the look and feel, fields, and logic of the self-registration process. An Apex handler is a class that implements the Auth.RegistrationHandler interface and defines the logic for creating a user and an account. UC can use an Apex handler to create a person account for each user based on the information they provide on the self-registration page.

To use standard profiles in an experience, the step that is required is to enable the “Allow using standard external profiles for self-registration, user creation, and login” option in Setup. A profile is a collection of settings and permissions that determine what users can see and do in Experience Cloud. Standard profiles are predefined profiles that come with Salesforce and cannot be edited or deleted. To use standard profiles for external users in an experience, you need to enable the “Allow using standard external profiles for self-registration, user creation, and login” option in Setup, which gives you access to use standard profiles such as Customer Community User or Partner Community User.

To optimize the public knowledge base, a consultant should recommend to bulk-import the top performing articles to Salesforce and select the public knowledge base channel. This will allow NTO to import only the most relevant and useful articles from the external system and make them available to public users on its site. The public knowledge base channel is a feature that allows NTO to share articles with unauthenticated users on its site.

Two considerations for creating partner users and granting access are B and C. Partner users are external users who access your Experience Cloud site through a partner account. A partner account is an account that has the Is Partner checkbox enabled. To create partner users and grant access, you need to assign them a license type and a profile. Two license types that are suitable for partner users are Partner Community and Customer Community Plus. These license types allow partner users to access standard CRM objects, such as accounts, contacts, leads, opportunities, and cases, as well as custom objects and tabs. They also allow partner users to use roles and sharing rules to share records with other users.

The reason for this issue is that the Record Detail component populates the recordID associated with the object for the page template, so this component will not work for this use case. The Record Detail component is a component that displays the fields and values of a record on your Experience Cloud site. The recordID is a unique identifier that specifies which record to display. The Record Detail component uses the recordID associated with the object for the page template, which means that it can only display one record per object per page. For example, if you have a page template for Account, you can only display one Account record on that page using the Record Detail component. To display multiple records of different objects on a page, you need to use other components, such as Related List or Record List.

To enable the guest user to run the flow, UC should set the “Enable Lightning Flows for Guest User” toggle option to ON in Setup. A flow is a tool that allows you to automate business processes by guiding users through screens and performing actions based on their inputs. A guest user is a user who accesses your Experience Cloud site without logging in or registering. To allow guest users to run flows on your site, you need to enable the “Enable Lightning Flows for Guest User” option in Setup, which gives guest users access to run flows that are embedded in Lightning pages or Visualforce pages.

Customer Community Plus licenses have a limit of 2 million users per org, which could be a potential issue for UC if they have a large global customer base that exceeds this limit. The other options are not limitations of the Customer Service template or the Customer Community Plus license.