Experience-Cloud-Consultant Salesforce Certified Experience Cloud Consultant (EX-Con-101) Questions and Answers

Salesforce Content Delivery Network (CDN) is a feature that allows you to improve the performance of your site by caching static resources, such as images, JavaScript, and CSS files. However, changing the Salesforce CDN has some implications, such as:

Changing the Salesforce CDN impacts definitions of all Lightning Web Components used in public pages. You need to redeploy your components after changing the CDN to ensure that they work properly.

Changing the Salesforce CDN does not affect SAML SSO settings for all custom URLs in that domain. SAML SSO settings are independent of the CDN settings.

Changing the Salesforce CDN does not impact the AppExchange packages in the org that use Documents object. Documents object is not affected by the CDN settings.

Changing the Salesforce CDN does not overwrite LDS defaults. LDS defaults are not affected by the CDN settings.

Audience targeting allows you to display different content to different audiences based on criteria such as profile, location, domain, or user. However, there are some limitations of audience targeting, such as:

You can’t assign audiences to the components in the template header and footer sections. These sections are shared across all pages in your site and can’t be customizedfor different audiences.

You can’t assign record-based criteria to a component or branding set. Record-based criteria are only available for page variations and navigation menu items.

To add partners and internal users to the customer Experience site, the recommended way is to enable the partner accounts and the internal accounts as customers; the usersunder these accounts will then automatically gain access to the customer site. A customer account is an account that has the Is Customer checkbox enabled. This indicates that the account is part of your customer network and can access your customer Experience site. To enable an existing account as a customer, you need to edit the account record and check the Is Customer checkbox. This will automatically grant access to the customer site to all the users under that account, without creating new user recordsor profiles.

This license type allows third-party staff to access cases, leads, opportunities, contracts, and custom objects on behalf of UMS customers. Partner Community users can also create cases from questions, escalate questions to cases, and view Knowledge articles. Partner Community users cannot access quotes or reports and dashboards.

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 enablesthe article to be accessed by internal users with the appropriate permissions4

To createa public Knowledge base, NTO should select the Help Center template when building its site. The Help Center template is designed for creating self-service communities where users can find answers to common questions, access articles and FAQs, and contactsupport agents if needed. The Help Center template also supports multiple languages, mobile devices, and branding customization.

Three KPIs that could be used to measure the chatbot’s impact on customer service are B, C, and D. CSAT is a metric that measures how satisfied customers are with their chatbot experience on a scale of 1 to 5 stars. Case deflection is a metric that measures how many cases are avoided or resolved by the chatbot without escalating to an agent. Average Handle Time is a metric that measures how long it takes an agent to handle a case from start to finish. Bot Session Time is a metric that measures how long it takes a chatbot to handle a conversation from start to finish. By comparing these metrics, you can evaluate the chatbot’s performance and efficiency in providing customer service.

Salesforce AppExchange is a marketplace where customers can find and install pre-built solutions for various industries and use cases. Lightning Bolt solutions are industry-specific templates that include themes, components, pages, and business logic. They are built by Salesforce partners and can be customized to fit specific needs3

To implement thenew style guide and unify branding across all of its Experience sites, UC should create a custom theme and apply it to all sites. A theme is a collection of branding assets and style settings that define the look and feel of your site. You can create a custom theme that matches your style guide and apply it to multiple sites using the Theme Management feature in Experience Builder.

CK should keep in mind that Salesforce CDN is not supported in sandbox environments. Salesforce CDN is a feature that allows CK to improve the performance of its site by caching static resources on servers that are closer to CK’s site visitors. However, this feature is only available in production environments and not in sandbox environments, such as Partial and Full sandboxes. Therefore, CK should not use Salesforce CDN for its UAT process.

A question can be escalated to a case in two ways:

Manually by a moderator selecting ‘’Escalate to Case’’ in the Feed. A moderator is a user who has permission to manage content on your site. A moderator can escalate a question to a case by clicking on the ‘’Escalate to Case’’ action in the Feed menu of the question post.

Automatically via process Builder by meeting specified criteria. Process Builder is a tool that allows you to automate business processes based on criteria and actions. You can use Process Builder to create a process that escalates a question to a case when certain criteria are met, such as number of comments, number of likes, or time elapsed.

Build Your Own (LWR) is a template that allows you to create a high-performance site using Lightning Web Components and other web standards. This template is suitable for Insightopia to create a site for itspartners that features multiple custom components that provide insights and trends along with near real-time updates.

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.

The Customer Account Portal template is designed for creating a site for existing customers who need to access their account information, such ascontracts, billing, and support. The template includes features such as login, registration, profile management, case management, and commerce integration. The template also supports Knowledge articles, manuals, and FAQs.

When you package your Experience Cloud site, some components and settings are included as dependencies,while others are not. For example:

Custom list views for custom objects are not included as dependencies. You need to manually add them to your package or recreate them in the target org.

Custom list views for standard objects are not included as dependencies. You need to manually add them to your package or recreate them in the target org.

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 thesame role or a role below them in the role hierarchy. This also allows portal users tosee internal users who are above them in the role hierarchy. Portal User Visibility can be enabled in the Sharing Settings page in Setup.

CMS Connectallows 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.

Partner Central and Build Your Own are two templates that ZRS can consider to build the portal for its partners. Partner Central is a template that is designed for managing partner relationships, such as recruiting, onboarding, training, and co-selling. Build Your Own is a template that allows you to create a custom site using Lightning Web Components and other web standards.

This option allows NTO to manage its B2B accounts with multiple levels of hierarchy and grant record access based on the account relationship. External Account Hierarchy is a feature that enables this functionality for Customer Community Plus users. With this feature, users can view and edit records associated with their own account andany child accounts in the hierarchy3

To allow UC’s customers to log into CK’s site, an Experience Cloud consultant should recommend establishing SSO between the two Experience Cloud sites by using one org as an identity provider and the other org as a service provider. SSO is a feature that allows users to authenticate withone system and access multiple systems without entering their credentials again. To use SSO between two Experience Cloud sites, you need to use one org as an identity provider (IdP), which is the system that verifies the user’s identity and issues a security token. You also need to use the other org as a service provider (SP), which is the system that accepts the security token and grants access to its resources.

To make Knowledge articles available to site users, you need to map topics to data categories and enable the “Share on Sites” setting. Topics are labels that you can assign to articles to make them easier to find and organize. Data categories are away of classifying articles based on a predefined hierarchy. You can map topics to data categories, so that when you assign a topic to an article, it automatically inherits the data category visibility settings. The “Share on Sites” setting allows you to share articles with public users on your site.

Three valid topic types are Featured Topic, Trending Topic, andStandard 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 reason for this issue is that the preconfigured Insights reports need to be modified to meet GDPR requirements. Insights is a feature that allowsyou to measure and analyze the adoption and engagement of your Experience Cloud sites using preconfigured reports and dashboards. However, some of these reports may not comply with GDPR, which is a regulation that protects the privacy and data rights of individuals in the European Union. To use Insights for the Experience Cloud site for Europe, the Community manager needs to modify the preconfigured reports to meet GDPR requirements, such as anonymizing user data, obtaining user consent, and deleting user data upon request.

UMS can accomplish three goals with Experience Cloud moderation functionality:

Track Flagging and moderation activity within the Experience site. Moderation functionality allows UMS to view reports and dashboards that show theflagging and moderation activity on its site, such as the number of flagged items, the number of moderated items, and the flagging reasons.

Allow members to flag posts comments files, and messages that are inappropriate or spam. Moderation functionality allows UMS to enable members to flag content that violates the site’s guidelines or policies. Members can choose a flagging reason from a predefined list or enter their own reason.

Designer specific users as moderators so that they can closely monitor the size. Moderation functionality allows UMS to assign specific users as moderators who have permission to manage content on its site. Moderators can review flagged items, delete or edit inappropriate content, ban or warn abusive users, or escalate issues to administrators.

When setting up partner roles, you need to keep in mind some considerations, such as:

The default limit for the number of roles for portals is 50,000 per org. You can request an increase from Salesforce if you need moreroles.

Once created, roles cannot be deleted. You can only deactivate them or rename them.

To give customers the ability to add authorized users toview usage, billing, and payment history, UMS should grant Delegated External User Administrator permission to customers. Delegated External User Administrator is a permission that allows customers to create new users or reset passwords for other customersin their own account. UMS can use Delegated External User Administration, which isa feature that allows UMS to assign specific users as delegated administrators who can manage external users in their own accounts.

The limitation that the consultant should consider related to sharing and visibility for the Customer Community license type is A. The Customer Community license type is a license type that allows external users to access your Experience Cloud site through a customer account. Customer Community users have limited access and visibility to data in your Salesforce org, and they cannot use roles or sharing rules to share records. To share records with Customer Community users, you need to use SharingSets, which are features that allow you to share records based on common account or contact fields.

Financial Services Community permission set license is a license type that allows users to accessFinancial Services Cloud objects and features, such as policies, claims, referrals, and goals. Insurance Agent Portal Lightning template is a template that is designed for insurance agents who need to manage their leads, opportunities, policies, claims, and referrals. These two features are available for DR to implement a solution involving insurance agent persona.

A sharing set is a feature that grants community users access to records that have a lookup relationship with their user record or their account or contact record. For example, a sharing set can grant customers access to cases that have the same contact as their user record, regardless of the case owner or role hierarchy. Sharing sets are easy to configure and do not require code.

This option allows UC to give retail store managers access to the records owned by their peers and subordinates. Super User access isa 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 Useraccess can be enabled for partner users or customer users with Customer Community Plus or Partner Community licenses2

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 give customers the access they need, CK should use the Account Portal template. The Account Portal template is a pre-built site that includes features such as account management, case management, and refund claims. CKcan use this template to provide self-service options to its customers, such as viewing and updating their account information, creating and viewing cases, and submitting refund claims. CK can also provide access to articles from its Knowledge base using the Knowledge component or the CMS Connect component.

Sharingsets allow you to grant access to records that have a lookup relationship to the same account or contact that the community user has. You can use sharing sets to share opportunities with partner community users who belong to the same account as the opportunity owner.

Criteria-based sharing rules allow you to share records based on field values. You can use criteria-based sharing rules to share opportunities with partner community users who meet certain criteria, such as region, industry, or status.

To create a site that gives customers access to Knowledge articles and peer-to-peer conversations, AW Computing should use the Customer Service template. The Customer Service template is a pre-built site thatincludes features such as Knowledge, Chatter, Cases, and Topics. AW Computing can use this template to provide self-service options to its customers, such as browsing orsearching for articles, posting or answering questions, creating or viewing cases, andfollowing or filtering topics. This can help AW Computing reduce the number of calls to its support organization.

To make an external user an Experience Site Moderator, two of the several moderation permissions available to assign are Access Experience Management and Manage Experiences. Access Experience Management allows an external user to access Experience Workspaces and Builder from an ExperienceCloud site. Manage Experiences allows an external user to create, edit, and delete experiences, as well as manage settings and content for existing experiences.

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 waysthat 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 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 set up a site and gather their customers’ communication preferences, CK should create a Lightning Bolt solution with a template and a login flow to gather the preferences. A Lightning Bolt solution is a package that contains an industry-specific template, theme, flows, apps, and components that can be used to create an Experience Cloud site. CK can create a Lightning Bolt solution that includes a template with the required pages and branding for its customers’ site. CK can also include a login flow in the Lightning Bolt solution, which is a flow that runs when a user logs in to the site. CK can use the login flow to collect the customers’ communication preferences and store them in Salesforce.

To share records with Customer Community users using Sharing Sets, you should create one Sharing Set and add the objects to share in the Sharing Set. A Sharing Set is a feature that allows you to share records with Customer Community users based on common account or contact fields. For example, you can share records with users who have the same account ID or contact ID as the record owner. To use Sharing Sets, you need to create one Sharing Set and add the objects that you want to share in the Sharing Set. You can then define the access level and criteriafor each object.

To ensure that customers do not receive a welcome email when the site is once again active, the administrator should disable the Send welcome email checkbox for the site. This will prevent the site from sending an email to existing members when the site is activated. The administrator can disable the Send welcome email checkbox in the Administration section of Experience Builder.

This option allows UMS to configure its search results to include cases, quotes, contracts, and Knowledge articles. TheGlobal Search Results component is a new component that supports multiple objects and facets in the search results. UMS can add this component to the Search page and select the objects that they want to display in the property editor.

External Apps is a user license type that allows users to access up to 10 custom objects per app and unlimited standard CRM objects. This license type is suitable for the researchers who need to access at least 20 custom objects for the coffee company’s solution.

Two ways that Lightning Bolt can help DF accomplish this are A and B. Lightning Bolt is a framework that allows you to create and distribute industry-specific solutions that include prebuilt themes, templates, pages, components, and business logic. By using Lightning Bolt, DF can create a solution for its flower business that includes all the features and functionality they need for their communities. They can then distribute and reuse this solution for their subsidiaries or other customers who want to set up similar communities. This can help reduce implementation time and ensure consistency and quality across different communities.

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.

This value is used to map the user’s identity from the externalidentity provider to the user record in Salesforce. The Federation ID must be unique for each user and must match the value of the SAML attribute that is sent by the identity provider during the SSO process. The Federation ID can also be used for JIT provisioning, which creates or updates users on the fly when they log in to the site.

Three key features of Metadata API are A, B, and C. Metadata API is an API that allows you toretrieve, deploy, create, update, or delete customization information in your Salesforce org, such as custom objects, fields, tabs, or pages. Metadata API is ideal when multiple work streams are involved, because it allows you to manage changes across different environments and teams. Metadata API can be used programmatically as well as declaratively, because it supports both code-based tools and point-and-click tools for working with metadata. Metadata API is ideal for when the changes are complex, becauseit allows you to handle fine-grained customizations and dependencies.

Customer Community Plus licenses allow users to access standard CRM objects, such as cases and accounts, and custom objects. They also allow users to collaborate with other users through Chattergroups, files, and topics. Customer Community Plus licenses are suitable for partner users who need to create or resolve cases for their customers and see case data on a dashboard, but do not manage leads, opportunities, or campaigns.

External users can be assigned as approvers on records or added directly to approval queues, as long as they have the appropriate user license and profile permissions. You also need to create a digital experience for those users, so they can access the approval process from the Experience Cloud site.

This user license allows partners to register deals and work with UC on sales opportunities. It also provides access to reports and dashboards, campaigns, orders, price books, and products. Partner Community Plus users can also access standard and custom objects, suchas accounts, contacts, cases, and leads1

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 Servicetemplate or the Customer Community Plus license.

Customer Community Plus and External Apps are two license types that have single SKUs that would support the requirement for UC customers. Customer Community Plus licenses allow users to access standard CRM objects, such ascases and accounts, and custom objects. They also support commerce solutions and custom case management. External Apps licenses allow users to access up to 10 custom objects per app and unlimited standard CRM objects. They also support commerce solutionsand custom case management.