Experience-Cloud-Consultant Salesforce Certified Experience Cloud Consultant (SP23) Questions and Answers

Deal Registration allows UMS to enable its partners to register deals and work with UMS on sales opportunities. UMS can also set up approval processes and validation rules for deal registration and track the deal status and revenue. Lead Distribution allows UMS to assign leads to partners based on predefined criteria, such as location, product, or industry. UMS can also monitor the lead conversion rate and partner performance. Market Development Fund allows UMS to allocate funds to partners for marketing activities, such as events, campaigns, or webinars. UMS can also create budgets, approval workflows, and reports for market development fund.

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

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.

Page variations allow you to create different versions of a page for different audiences. You can use the flexible page layout to customize the components and layout of each page variation. You can also target each page variation to a specific audience based on criteria such as location, profile, or record type.

Two ways that Salesforce PRM can help DF accelerate channel sales are B and C. Salesforce PRM is a solution that allows you to manage your partner relationships and empower them to sell your products and services. By using Salesforce PRM, DF can automate partner tiering in Channel sales hierarchy, which allows them to assign different tiers and benefits to their partners based on their performance and potential. DF can also automate partner lead routing, which allows them to distribute leads to their partners based on criteria such as location, product, or skill. These features can help DF increase partner engagement and loyalty, optimize lead conversion, and grow channel revenue.

A robots.txt file is a text file that tells web crawlers which pages or files the crawler can or can’t request from your site. This is used mainly to avoid overloading your site with requests; it is not a mechanism for keeping a web page out of Google. You can create a custom robots.txt file for your Experience Cloud site to control how search engines index your site.

To make your Experience Cloud site visible to search engines, you also need to make sure that your site is public and activated. A public site allows anyone on the internet to access your site without logging in. An activated site is live and ready for visitors.

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.

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.

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.

Permission sets are a feature that allows you to grant additional permissions to users without changing their profiles. You can use permission sets to control Knowledge article visibility by granting users access to specific article types and actions. For example, you can create a permission set that allows users to view only certain article types and assign it to your customer portal users.

Two ways the consultant should associate the articles with topics are A and D. Topics are keywords or phrases that help users find and organize content in Experience Cloud sites. To associate articles with topics, you can select the appropriate topics on the Knowledge tab within Lightning Experience, which allows you to view and edit articles in a list or Kanban view. You can also manually add one or more topics to each article within Workspaces, which allows you to create and manage articles in a collaborative environment.

To implement the new 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.

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.

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

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.

Financial Services Community permission set license is a license type that allows users to access Financial 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.

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.

When building an HR help desk app using Experience Cloud, you need to consider some points, such as:

• HR user profile is not only available in Employee Cloud with Employee permission set license. HR user profile is a standard profile that can be used with any user license type that supports Experience Cloud access.
• In order to protect employee privacy, the HR help desk app does not need to be created in a different org than the main org. You can use sharing settings and permissions to control who can access what data in your org.
• In order to leverage organizational structure, the HR help app must be created in the main org. This will allow you to use role hierarchy and public groups to share data based on your org structure.
• HR user profile is not only available in Enterprise and Performance Editions with HR permission set license. HR user profile is available in any edition that supports Experience Cloud.

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.

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.

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 the flagging 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.

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.

To update brand colors across all of its sites, UMS should use the Site Builder tool. Site Builder is a tool that allows you to edit the look and feel of your Experience Cloud sites using a drag-and-drop interface. You can change the theme, layout, components, and branding of your sites without coding. Site Builder also supports Lightning templates, which are responsive and modern templates for Experience Cloud sites.

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.

To move a site from one production org to another production org that is not directly connected, UC should use Lightning Bolt Export and Installation. Lightning Bolt is a feature that allows UC to export a site as a package that contains the site template, theme, pages, components, and content. UC can then install the package in another org using the AppExchange or a URL link.

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 distribute leads to its partners in the portal, UMS can leverage the Lead Inbox component if it elects to use Partner Central template. The Lead Inbox component is a standard component that displays a list of leads assigned to the partner user or their partner account. The partner user can view, accept, or reject the leads from the Lead Inbox component.

Service Your Way is a component that allows customers to choose how they want to interact with a service agent or a chatbot from a list of available channels, such as phone, chat, SMS, WhatsApp, or Facebook Messenger. Service Your Way can be added to any page in Experience Builder and configured to show different channels based on user attributes or device type.

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.

To solve these requirements, the administrator should create branding sets, audience targeting, and navigation menu targeting. Branding sets are collections of branding elements, such as colors, fonts, images, and logos, that you can apply to your Experience Cloud site. Audience targeting is a feature that allows you to display pages and components to certain users based on their assigned audience. Navigation menu targeting is a feature that allows you to display different navigation menu items to different users based on their assigned audience. By using these features, the administrator can create different branded experiences for each partner, control the access to the Leads inbox component and the Leads tab, and customize the navigation menu for each partner.

This license type allows users to access accounts, contacts, leads, opportunities, orders, price books, products, and custom objects in a partner community. Channel Account users can also register deals and collaborate with UMS on sales opportunities. Channel Account users cannot access reports and dashboards, cases, or Knowledge articles.

The reason for this issue is that the preconfigured Insights reports need to be modified to meet GDPR requirements. Insights is a feature that allows you 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.

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 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 prevent authenticated external users from searching for Quote and Contract objects but not Opportunity or Asset objects, you need to remove Opportunity and Asset from the object list in the Global Search Result component property editor and the Autocomplete object list in the Search component property editor. The Global Search Result component displays the search results for all objects that match the search term. The Autocomplete object list displays the suggested objects that match the search term as you type. You can customize these components by selecting or deselecting the objects that you want to include or exclude from the search.

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.

The Customer Account Portal template is designed for creating a site for existing customers who need to access their account information, such as contracts, 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.

To capture information upfront on the Experience site, the administrator should create a pre-chat form to fill out before initiating Chat. A pre-chat form is a form that appears before a chat session starts and asks customers to provide some information, such as their name, email, phone number, or issue description. This helps agents to identify the customer and prepare for the chat session.

Two steps that the UC admin should take to grant access to each customer are B and C. To grant access to an Experience Cloud site, you need to assign a license type, a profile, and a permission set to each user. A license type determines what features and functionality a user can access on the site. A profile determines what objects and fields a user can see and edit on the site. A permission set determines what additional permissions and settings a user can have on the site. To assign a profile and a permission set for a given experience, you need to select them from the drop-down menus in the Admin Workspace of your Experience Builder tool.

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 Experience Cloud site. Manage Experiences allows an external user to create, edit, and delete experiences, as well as manage settings and content for existing experiences.

This step allows the system administrator to create a partner user from an existing contact that is associated with a partner account. The partner user inherits the role, profile, and permission sets from the contact. The system administrator can also specify a username, email address, and nickname for the partner user.

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.

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.

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.

To give customers the ability to add authorized users to view 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 customers in their own account. UMS can use Delegated External User Administration, which is a feature that allows UMS to assign specific users as delegated administrators who can manage external users in their own accounts.

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.

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.

This license type allows the realtors to access Knowledge articles, reports and dashboards, and Leads in the digital experience. Partner Community users can also access standard and custom objects, such as accounts, contacts, cases, and opportunities. Partner Community users can also register deals and collaborate with UMS on sales opportunities.

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.

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.

Platform Portal is a user license type that allows users to access custom objects and a subset of standard CRM objects, such as accounts, contacts, cases, and dashboards. This license type is suitable for UMS’s premium B2B customers who need to access their account information, open cases, download NDAs, and create dashboards.

This option allows the Salesforce Admin to create a customer user from an existing contact that is associated with a customer account. The customer user inherits the role, profile, and permission sets from the contact. The Salesforce Admin can also specify a username, email address, and nickname for the customer user.