Experience-Cloud-Consultant Practice Exam Questions with Answers Salesforce Certified Experience Cloud Consultant (EX-Con-101) Certification

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.

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.

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.

One possible cause of this issue is that the sender’s email address was changed and not verified. The sender’s email address is the email address that appears as the sender of the welcome emails to the customer users. If the sender’s email address is changed, it needs to be verified by clicking on a link in a verification email. If the verification is not completed, the welcome emails will not be sent.

This functionality allows UMS to create a case from a question that has not received a response or has received an unsatisfactory response. UMS can enable this functionality from Experience Builder settings and specify the criteria for escalating a question, such as the number of days without a reply or the number of downvotes. UMS can also assign a queue or an owner for the escalated cases and notify them by email.

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, such as accounts, contacts, cases, and leads1

Three fields that are required for creating Experience Cloud users using Data Loader are A, B, and E. Data Loader is a tool that allows you to import or export large amounts of data in or out of your Salesforce org. To create Experience Cloud users using Data Loader, you need to have some required fields in your CSV file, such as:

• Profile Id: This field specifies the profile that determines what users can see and do on your Experience Cloud site.
• First Name: This field specifies the first name of the user.
• Currency: This field specifies the currency that applies to the user’s data.

Other required fields include Last Name, Alias, Email, Username, Community Nickname, Contact Id (or Account Id), and IsActive.

To differentiate between the leads created by partners and the leads created by its own Sales team, UMS should create lead record types and page layouts for lead distribution. A record type is a way to offer different business processes, picklist values, and page layouts to different users based on their profiles. A page layout is a way to control the layout and organization of detail and edit pages in Salesforce. By creating lead record types and page layouts, UMS can customize the fields and values that are displayed to partners and Sales team members.

The Content Delivery Network (CDN) is a feature that improves the performance of public sites by caching static content, such as images, CSS files, and JavaScript files, on servers that are closer to the site visitors. This reduces the load on the Salesforce servers and speeds up the page loading time. CK can enable and configure the CDN from Experience Builder settings.

Three features that CK should use to organize content on its site are Content Topics, Content Graph, and Navigation Tree. Content Topics are keywords or phrases that help users find and organize content in Experience Cloud sites. Content Topics can be assigned to any content, such as articles, posts, or files. Content Graph is a feature that analyzes the relationships between content and topics and suggests relevant content to users based on their interests and preferences. Navigation Tree is a component that allows you to create a hierarchical structure of topics and subtopics that users can browse through to find content.

This option allows UMS to showcase the Home page in different ways for its employees and customers. Page variations are different versions of a page with different layouts, components, and content. UMS can create page variations for the Home page and use audience targeting to display different variations to different audiences based on user attributes, such as profile or user type3

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 meet the requirements for both personas, GCC should create a portal for external researchers and give internal staff access to the main org. This will allow GCC to provide different features and permissions for each persona, as well as enable collaboration between them in a private Chatter group. For example, GCC can create a portal for external researchers using the Partner Central template, where they can view and update financial data, access reports and dashboards, and join Chatter groups. GCC can also give internal staff access to the main org using standard user licenses, where they can manage portfolio data, create workflows and processes, and join Chatter groups.

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.

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.

Explanation: 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 Sharing Sets, which are features that allow you to share records based on common account or contact fields.

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.

Three visibility options available in Experience Cloud are None, Default, and Audience. Visibility options allow you to control who can see a page or a component on your Experience Cloud site. None is an option that allows you to hide a page or a component from all users. Default is an option that allows you to display a page or a component to all users who have access to the site. Audience is an option that allows you to display a page or a component only to users who belong to a specific audience. An audience is a group of users who share common attributes, such as profile, location, or language.

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.

The step that denotes the completion of an Experience Cloud site setup is activating the site. Activating the site is the final step that makes your Experience Cloud site live and accessible to your users and visitors. Before activating the site, you need to complete other steps such as creating pages, adding components, configuring settings, assigning permissions, and testing functionality. After activating the site, you can still make changes and updates as needed.

Explanation: 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.

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.

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. CK can 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.

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.

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.

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.

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 approve the first post of any new member who has joined within 7 days or less. UMS can create a moderation rule that applies to posts and comments, and specify the member criteria as “Joined Date is within last 7 days”. UMS can also choose the action as “Require Approval” and assign a moderator group to review and approve the posts.

An External Account Hierarchy is a feature that allows you to create a hierarchy of accounts for your partners and grant access to records based on the hierarchy level. You can use an External Account Hierarchy to grant View access to cases created by child companies to their parent company.

Reputation is a feature that allows you to reward community members for their contributions and engagement. When you enable reputation for your community, some things happen automatically, such as:

• Inactive and active members are assigned default reputation points. Inactive members get zero points, while active members get 10 points.
• Default point system and set of reputation levels become available. You can use the default point system or customize it to suit your needs. You can also use the default reputation levels or create your own.

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 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.

User criteria allow you to target audiences based on user fields on CRM objects, such as department, role, or region. You can use user criteria to set up different pages in the portal for different departments and roles within those departments.

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 prevent usability issues, CK should provision and activate CDN in those regions where traffic is high. A CDN is a network of servers that delivers cached static content from websites to users based on the geographic location of the user. By provisioning and activating CDN in high-traffic regions, CK can improve the performance and availability of their public site for their users.

Two statements regarding data categories that are true are A and B. Data category visibility is controlled by roles, permission sets, or profiles. Child roles cannot see more data categories than their parent role, and if the parent role’s visibility changes, the child role’s category visibility is reset to match the parent’s. Customer Portal users and partner portal users inherit data category visibility settings of the role assigned to their account (owner) managers by default, unless they have a custom profile that overrides the role settings.

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.

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.

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.

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.

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.

To add a background image to a record list of products in its digital experience, an administrator should build a custom Lightning component. A Lightning component is a reusable unit of user interface that you can create and customize using code. A custom Lightning component allows you to add your own functionality and design to your Experience Cloud site. To add a background image to a record list of products, an administrator should build a custom Lightning component that uses the SLDS Background Image utility class and the lightning-record-list base component.

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.

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.

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.

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.

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.

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.

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 criteria for each object.

To dynamically populate the site with blog posts as new ones are added, CK should use a Grid component with CMS Collections. A Grid component is a component that displays content in a grid layout with rows and columns. A CMS Collection is a collection of content items that are created and managed in Salesforce CMS. CK can use a Grid component and select a CMS Collection as the content source. This will allow CK to showcase blog posts written by AW Computing thought leaders on its site and automatically update them as new ones are added.