Salesforce Experience-Cloud-Consultant Salesforce CertifiedExperience Cloud Consultant (SU24) Exam Practice Test

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.

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

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 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.

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.

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 realtors at DR with social workers at NMH, based on criteria such as record type, field value, or ownership.

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 recommended approach for implementing gamification is to use the Missions feature to assign badges to members automatically. Missions are a feature that allows you to create challenges and rewards for your site members based on their actions and behaviors. You can use Missions to define criteria and actions that trigger badges, points, or ranks for your members. For example, you can create a Mission that awards a badge to a member who posts a question, comments on an answer, or likes a post.

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.

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 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.

This option allows UC to give retail store managers access to the records owned by their peers and subordinates. Super User access is a feature that grants community users access to records that are owned by users who have the same role or a role below them in the role hierarchy. Super User access can be enabled for partner users or customer users with Customer Community Plus or Partner Community licenses2

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 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.

Three topic types that can be used in an Aura site are:

• Standard Topic. This is a topic that is created by users or administrators and assigned to content, such as posts, files, or articles. Users can follow or unfollow standard topics and see the related content on the topic detail page.
• Featured Topic. This is a topic that is selected by administrators to highlight important or popular content on the site. Featured topics appear on the home page or on the topic catalog page of the site.
• Navigational Topic. This is a topic that is used to organize content into categories or subcategories on the site. Navigational topics appear on the navigation menu of the site and allow users to browse content by topic.

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.

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.

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

Three best practices when configuring self-registration for an Experience Cloud site are A, B, and C. Self-registration is a feature that allows users to create their own accounts on your Experience Cloud site without an invitation. To configure self-registration, you need to assign a default profile for self-registered users, which determines their access level and permissions on your site. A best practice is to assign a cloned standard site profile as the default, which gives you more control over the settings and customization of the profile. Another best practice is to use a restrictive default profile to begin with, which limits the access and visibility of self-registered users until they are verified or approved by an administrator. A third best practice is to create a separate profile for your self-service site and your partner portal, which allows you to differentiate the access and functionality of different types of users on your sites.

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.

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

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

The ExperienceBundle Metadata API allows you to retrieve, deploy, create, update, or delete an Experience Cloud site’s metadata definition in a single API call. To use this API, you need to enable the “Enable ExperienceBundle Metadata API” setting in the Experience Cloud site’s administration settings.

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.

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 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.

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.

This option allows UMS to reduce the call volume by providing customers with self-service options, such as knowledge articles, FAQs, case management, chat, and feedback. The Customer Service template is designed for this purpose and offers a responsive and customizable layout2

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

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.

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.

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.

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.

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.

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.

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.

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.

The Experience Cloud consultant should recommend creating a digital experience for agents and an app for employees. A digital experience is a branded online destination that allows you to connect with your customers, partners, or employees. An app is a collection of items that work together to serve a particular function. By creating a digital experience for agents, DR can offer them a portal where they can manage claims, access resources, and collaborate with DR employees. By creating an app for employees, DR can provide them with a workspace where they can approve settlements and adjustments, view reports and dashboards, and communicate with agents.

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.

Criteria-Based Audiences are a feature that allows you to display different content to different audiences based on criteria such as profile, location, domain, or user. However, there are some considerations when using Criteria-Based Audiences, such as:

• Components in the template header and footer sections cannot be assigned to an audience. These sections are shared across all pages in your site and can’t be customized for different audiences.
• Salesforce must be contacted if you need to use the domain criteria in sandbox or Developer Edition orgs. Domain criteria allow you to target audiences based on the domain name they use to access your site. However, this feature is not enabled by default in sandbox or Developer Edition orgs.
• Record Type criteria cannot be assigned to a component. Record Type criteria are only available for page variations and navigation menu items.

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.

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.

This setting allows the CMS content to be searchable within the channel where it is published. To enable search for a channel, open the CMS Channels tab in Salesforce CMS, select Edit beside a channel, and click the Search toggle. Additionally, if the site is created with Experience Builder, the Global Search Box component must be configured to include the Content object4

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.

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.

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.

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 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.

This option allows UC to control the access to the partner application form and ensure that only qualified partners can apply. Token-based referral links are unique and expire after a certain time, which adds an extra layer of security. Creating an app for the internal team also allows UC to track the performance of the referral program and reward the existing partners accordingly1

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.

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

To decrease its call volume using an Experience site, NTO can use standard out-of-the-box functionality such as:

• Create an FAQ Knowledge article. A Knowledge article is a document that provides information or a solution to a common issue or question. NTO can create an FAQ Knowledge article that answers the most frequently asked questions by its customers and publish it on its site.
• Deploy a chatbot to address common questions. A chatbot is an automated conversational agent that can interact with customers using natural language. NTO can deploy a chatbot on its site that can answer common questions, provide information, or escalate issues to agents.
• Enable Chatter Questions to encourage peer-to-self-service. Chatter Questions is a feature that allows customers to post questions on your site and get answers from other customers or experts. NTO can enable Chatter Questions on its site to encourage peer-to-self-service and reduce the need for support calls.

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.

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.