Salesforce Experience-Cloud-Consultant Salesforce Certified Experience Cloud Consultant (EX-Con-101) Exam Practice Test

To configure the chat functionality, the administrator should use the Chat Agent Guided Setup Flow and Service Console. Chat is a feature that allows customers to chat live with support agents from an Experience Cloud site. The Chat Agent Guided Setup Flow is a tool that walks you through the steps of setting up chat, such as creating chat buttons, chat deployments, chat queues, and chat skills. The Service Console is a workspace that allows agents to manage multiple chat sessions, view customer information, and access other tools and resources.

Data Category Visibility allows you to control which Knowledge articles are visible to which users based on data categories anduser roles, permission sets, or profiles. You can assign data category visibility at different levels, such as the org-wide default, the role hierarchy, or the permission set.

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 personaccounts 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.

Platform Portal is a user license type that allows users to access custom objects and asubset 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.

Three things that BC should keep in mind about unauthenticated or guest user access are A, B, and D. Unauthenticated or guest useraccess 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:

Guestuser 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.

Two options that make it possible to have a vertical navigation menu in the customer portal are B and D. A navigation menu is a component that allows users to navigate through different pages and sections of your Experience Cloud site. By default, the navigation menu is horizontal, but you can change it to vertical by using different options. One option is to download an app from AppExchange, which is a marketplace where you can find and install apps, components, and solutions for your Experience Cloud site. Another option is to write custom code, which allows you to create your own custom components and layouts for your Experience Cloud site.

To move a site from one production org to another production org that is not directly connected, UC should use Lightning BoltExport 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.

Two reasons causing this issue are C and D. To create a partner user for their Partner Community, the Salesforce administrator needs to have two requirements met: The account record associated with the contact record must be enabled as a partner, which means that it has the Is Partner checkbox checked. This indicates that the account is part of your partner network and can access your Partner Community site. The Salesforce administrator must be marked as a delegated administrator on the partner account, which means that they have limited administrative privileges to perform certainuser management tasks on behalf of an administrator. This allows them to create partner users from contact records without having full system administrator access.

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 createa person account for each user based on the information they provide on the self-registration page.

Super User access is a feature that allows you to grant access to records owned by other users who have the same role or a role below them in the role hierarchy. You can use Super User access to give retail managers access to records owned by their peers and subordinates.

To simplify topics but keep articles that have been assigned to the topics, you need to merge similar topics in Content Management. This will allow you to combine two or more topics into one and update the articles that have been assigned to the merged topics.

To help UCwith user management, UC should delegate external user administration to its partners. This will allow UC to grant permission to its partners to create new users or reset passwords for partner employees without involving UC’s administrators. UC can use Delegated External User Administration, which is a feature that allows UC to assign specific users as delegated administrators who can manage external users in their own accounts.

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 create a partner user from an enabled partner account, the correct sequence of steps is C. A partner user is a user who has access to your Experience Cloud site through a partner account. A partner account is an account that has the Is Partner checkbox enabled. To enable a partner user, you need to view the partner account contact, select Manage External User, select Enable Partner User, edit the user record to assign the correct role and profile, and save.

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 themin 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 toshare records owned by internal users with partner users based on criteria that you define.

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.

Three visibility optionsavailable 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. Defaultis 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 userswho share common attributes, such as profile, location, or language.

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.

To allow site users to tag site content with custom tags or member-created topics, you need to enable two permissions for site users in Setup:

Create Topics. This permission allows users to create new topics and assign them to content, such as posts,files, or articles. Users can also edit or delete the topics they created.

Member Can Access Topics. This permission allows users to access the topic management features on the site, such as viewing, following, or unfollowing topics. Users can also see thetopics assigned to content and filter content by topics.

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.

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 alsochoose the action as “Require Approval” and assign a moderator group to review and approve the posts.

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.

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

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

Two considerations for creating partner users and granting access areB 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 first step to create a site is to enable Digital Experiences in your org. This will allow you to access the Experience Cloud site creationwizard, where you can choose a template, a domain name, and a URL for your site.

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.

Three items that are reportable by a site administrator throughGoogle Analytics for Experience Cloud sites are B, C, and E. Google Analytics is a tool that allows you to measure and analyze the traffic and behavior of your Experience Cloud site visitors. Google Analytics can report on various items, such as:

Search Activity: This item shows how users search for content on your site, such as the number of searches, the search terms used, the number of results returned, and the click-through rate.

User Login History Option: This item shows how users log in to your site,such as the number of logins, the login methods used, the login duration, and the login frequency.

Contact Support page Activity: This item shows how users interact with your contact support page, such as the number of visits, the bounce rate, the averagetime on page, and the conversion rate.

The step that denotes the completion of anExperience 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.

Super User access is a feature that allows you to grant access to records owned by other users who have the same role or a role below them in the role hierarchy. You can use Super User access to give retail managers access to records owned by their peers and subordinates.

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 ofthe 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.

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.

To fix the issue of Experience Cloud users not being ableto view Contacts and Accounts, you should configure sharing rules on each object to give Read Only access to Experience Cloud users.Sharing rules allow you to extend sharing access to users in public groups, roles, or territories. You can use sharing rules to grant Read Only access to Contacts and Accounts owned by internal users to Experience Cloud users.

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 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 Departmentaudience. 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.

For records created by guest users, NMH should keep in mind that queues cannot be assigned as owners, setting the default owner is an option in Experience Cloud sites, and any active user in an org can be assigned as the default owner. A queue is a location where records can be routed to await processing by a group of users. However, queues cannot be assigned as owners of records created by guest users because guest users do not have access to queues. Setting the default owner for records created by guests is an option in Experience Cloud sites that allows NMH to specify who will own the records created by guest users on their public site. Any active user in an org can be assigned as the default owner of records created by guest users, as long as they have the appropriate permissions and access to the object.

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.

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

Create aLead 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.

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.

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.

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.

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.

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.

To enable autocomplete for guest users, the administrator should use theSearch component property editor, open the Autocomplete section, and click desired objects to appear in autocomplete. Select “publicly available”. Autocomplete is a feature that suggests search terms based on what users type in the search box. The Search component property editor is a tool that allows you to customize the settings and behavior of the Search component on your Experience Cloud site. By selecting “publicly available”, you can make autocomplete suggestions visible to guest users who are not logged in.

ExperienceBundle is a feature that allows you toretrieve, 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 tomove 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, whichmakes it easier to understand and modify.

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 andperforming actions based on their inputs. A guest user is a user whoaccesses 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.

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.

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.

Experience Tracker is a component that informs support agents working in the Service Console what actions a customer has taken on an Experience site. Experience Tracker shows information such as page views, searches, downloads, and case interactions that the customer has performed on the site. This helps agents understand the customer’s context and provide better service.

The page view limit for an Experience site depends on the orgedition 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 grant access to each customer to only one site, UC should create a permission set and select a permission set for a given site. A permission set is a collection of settings and permissions that give users access to various tools and functions. UC can create a permission set for each site that specifies the site access and the object permissions for the customer users. UC can then select a permission set for a given site in the Experience Builder, which will assign the permission set to all new and existing users of that site.

Branding sets allow theadministrator to define the colors, fonts, logos, and images for different parts of the site, such as the header, footer, and body. Page variations allow the administrator to create different versions of a page with different layouts, components, and content. Audience targeting allows the administrator to create audiences based on user attributes, such as profile or company name, and display different branding sets or page variations to different audiences within the same site.

Two Community licenses that allow records to be shared with a criteria-based sharing rule are Partner Community and Customer Community Plus. Theselicense types allow users to access custom objects and a subset of standard CRM objects, such as accounts, contacts, cases, and dashboards. These license types also support advanced sharing features, such as role hierarchy, sharing rules, manual sharing, and Apex sharing.

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.