Experience-Cloud-Consultant Questions and Answers

The Rich Content Editor component will be visible to all Platinum customers from California. This is because UMS has assigned the component solely to Platinum customers using Audience Targeting, which is a feature that allows UMS to display different content to different audiences based on criteria such as profile, location, domain, or user. UMS has also assigned the page variation for the Home page to customers from California using Page Variations, which is a feature that allows UMS to create different versions of a page and assign them to different audiences based on criteria such as record type, field value, or ownership.

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

To 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.

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.

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 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 and any child accounts in the hierarchy3

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

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.

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 grant customers access to the appropriate site. Site membership is a feature that defines which users can access a site and what permissions they have. UC can assign the profile for all customer users to the site membership of each site and specify the default page access and object permissions for that profile. UC can also assign permission sets to the site membership to grant additional permissions to specific users4

Data Category Visibility allows you to control which Knowledge articles are visible to which users based on data categories and user 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.

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.

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 the topics assigned to content and filter content by topics.

To ensure that the partner users are able to register, the site administrator should enable the Contacts under the Account as partner users. This will allow the site administrator to assign a username, password, and profile to each Contact and send them a welcome email with a link to activate their account and log in to the site.

To support the sharing requirement of using advanced sharing rules for the custom object, CK should grant two user license types to customers: Partner Community User and Customer Community Plus Login User. These license types allow customers 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.

Three key features of Metadata API are A, B, and C. Metadata API is an API that allows you to retrieve, 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, because it allows you to handle fine-grained customizations and dependencies.

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

This 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 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.

To create a new partner user for an existing site, you need to first create a contact record for the partner user, then click “Manage External User” on the contact detail page, and then click “Enable Partner User”. This will allow you to provide user details and save the user record.

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.

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

To help UC with 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.

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 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.

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.

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

Three 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.

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

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

Experience Cloud can be used for employee apps, such as an onboarding app for new hires. However, there are some considerations when creating an employee app, such as:

• Not all Chatter posts inside Chatter groups within the employee app will be available in the main org. Only posts in public groups or groups that are shared with the main org will be visible in both places.
• Chatter posts related to a record will be available in the employee app as well as the main org. However, users need to have access to the record in both places to see the posts.

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

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

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

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.

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

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

Two Community licenses that allow records to be shared with a criteria-based sharing rule are Partner Community and Customer Community Plus. These license 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.

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 Chatter groups, 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.

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

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.

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.

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.

The sharing setting that would allow users to collaborate with their peers who work for the same partner firm, but not with any users outside of their firm, is Portal User Visibility. Portal User Visibility is a setting that allows portal users (such as Customer Community or Partner Community users) to see other portal users who have the same role or a role below them in the portal role hierarchy. This setting enables portal users to share information and collaborate with their peers within their own firm, but not with other firms.

To set up Lead Sharing or Lead Distribution for partners, two steps are to enable “Allow External Lead Sharing” in Digital Experience settings and create Assignment Rules for Lead Distribution. Enabling “Allow External Lead Sharing” allows partners to access leads that are shared with them through sharing rules or manual sharing. Creating Assignment Rules for Lead Distribution allows leads to be automatically assigned to queues or users based on criteria that you define.

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

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.

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.

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

The requirement when creating portal users through Just-In-Time (JIT) provisioning is A. JIT provisioning is a feature that allows you to create portal users on demand when they log in using an external identity provider, such as Facebook or Google. To use JIT provisioning, you need to have a FederationIdentifier field on the user object, which is a unique identifier that links the portal user with the external identity provider. The FederationIdentifier field must match the value of the NameID element in the SAML assertion sent by the identity provider.

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

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

To 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.