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NEW QUESTION # 55
Universal Containers is implementing a customer community.
What sharing mechanism should be used to allow customers to view their own cases even after those cases are assigned to a support agent?
- A. Sharing Map and custom permission set
- B. OWD and Apex Sharing
- C. Sharing Set
- D. Case co-ownership using Super User access
Answer: C
Explanation:
A sharing set is a feature that grants community users access to records that have a lookup relationship with their user record or their account or contact record. For example, a sharing set can grant customers access to cases that have the same contact as their user record, regardless of the case owner or role hierarchy. Sharing sets are easy to configure and do not require code.
NEW QUESTION # 56
Universal Containers (CU) is looking to create a site that supports channel sales, leads distribution, and deal registration.
Which template should UC select?
- A. Customer Account Portal
- B. Build Your Own
- C. Partner Central
- D. Help Center
Answer: C
Explanation:
Partner Central is a template that is designed for creating asite that supports channel sales, lead distribution, and deal registration. The template includes features such as partner recruitment, onboarding, training, co- selling, lead management, opportunity management, and deal registration.
NEW QUESTION # 57
The Cloud Kicks (CK) site administrator is onboarding a now partner to its Experience Cloud site. They have created the partner as an Account, added the required Contacts, and ensured that the Welcome Email selection is checked. However, upon review, the site administrator has found that none of the partner users were able to register.
What should the site administrator do to ensure they areable to set up partner users correctly?
- A. Double-check that the partner profile has been added to the CK site.
- B. Ensure that the Account has been enabled as a partner Account.
- C. Ensure thatthe Contacts under the Account are enabled as partner users.
- D. Double-check that the provided email addresses are correct.
Answer: C
Explanation:
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.
NEW QUESTION # 58
Ursa Major Solar has a customer portal where both customers andemployees can log in to view information about the company. The marketing team has created a special design of their lago and company branding for their Platinum customers, and would like the user interface in the portal to reflect that special design whena Platinum Calculator customer is logged in.
Which functionality should the Experience Cloud manager use to achieve this?
- A. Themes
- B. Branding Sets
- C. CMS Connect a
- D. Templates
Answer: B
Explanation:
Branding sets allow you to customize the look and feel of your Experience Cloud site by applying different colors, fonts, images, and logos. You can create multiple branding sets for different audiences and assign them using audience targeting. For example, you can create a special branding set for your Platinum customers and apply it only to them.
NEW QUESTION # 59
Universal Container (UC) has a business model that involves B2C as well B2B customers. A group of B2B customers has recently signed a contract with UC thatwould allow them to start working with the UC Support team in resolving low-severity B2C customer issues.
How should UC use Experience Cloud to accomplish this goal?
- A. Create a single digital experience for B2C customers, B2B customers, and employees.
- B. Create a digital experience for B2C customers and B2B customers, and use the internalCRM app for employees.
- C. Create a digital experience for B2B customers, a partner portal for B2B customers, and use the internal CRM org for employees.
- D. Create a digital experience for B2C customer and employees, and another one for B2B customers and employees.
Answer: D
Explanation:
UC should create two separate digital experiences for its different customer segments and employees. This will allow UC to provide different features, content, and branding for each experience, as well as control the access and visibility of records. For example, UC can create a customer service site for B2C customers and employees, where they can view and create cases, access knowledge articles, and chat with agents. UC can also create a partner portal for B2B customers and employees, where they can view and update billing information, access contracts, and work on low-severity B2C customer issues.
NEW QUESTION # 60
hat are three best practices when configuring self-registration for an Experience Cloud site? Choose 3 answers
- A. Assign a cloned standard site profile as the default for self-registration.
- B. Assign the standard site profile as the default for self-registration.
- C. Use the same profile for your self-service site and your partner portal.
- D. Create a separate profile for your self-service site and your partner portal.
- E. Use a restrictive default profile to begin with.
Answer: A,D,E
Explanation:
Three bestpractices 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 andcustomization 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 tocreate 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.
NEW QUESTION # 61
Bloomington Caregivers (BC) intends to launch a company-wide project to create personalized experiences for its providers, vendors installers, and patients. BC'sbusiness processes and workflow flow industry standards and common practices, mostly driven by compliance and regulatory mandates.
What should BC closely into during the evaluation phase?
- A. Digital Experience framework
- B. SDLC (Software Developer Life Cycle) for Experiences
- C. Lightning Bolt solutions
- D. Community Connect
Answer: C
Explanation:
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.
NEW QUESTION # 62
Cloud Kicks (CK) is planning to build a social intranet site as well as an HR help site for its employees using Experience Cloud. Most employees either work in sales or service and currently use Salesforce.
Which user license should be recommended for CK's employees to access Experience Cloud sites?
- A. Platform Portal
- B. Customer Community
- C. Salesforce Unlimited
- D. Salesforce Authenticated Site
Answer: C
Explanation:
To access Experience Cloud sites, CK's employees should use the Salesforce Unlimited user license. This license allows employees to access Salesforce and Experience Cloud sites with the same login and credentials.
It also provides unlimited custom objects, tabs, and apps, as well as enhanced storage and support. The Salesforce Unlimited user license is the most comprehensive and flexible license for Salesforce users.
NEW QUESTION # 63
Cloud Kicks (CK) has built a site using Salesforce Experience Builder. The CTO of CK wants to give customers the ability to log in to the site using their Google credentials. CK also wants to access customers' basic Google profile data when they log in so the company can serve content that matches customers' interests.
Mow should the Experience Cloud consultant implement this?
- A. Set up a login flow for communities that accepts the customers' Google credentials and matches with the credentials stored on the user records in Salesforce.
- B. Create a custom self-registration page and a custom login page by using Visualforce and Apex controllers.
- C. Create an Authentication Provider by choosing Google as the provider type and add relevant parameters to access the customers' basic profile data.
- D. Create a custom login page using Lightning components and use the Google REST API to access customers' basic profile data.
Answer: C
Explanation:
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.
NEW QUESTION # 64
Universal Containers (UC) isimplementing a community for its retailers.
How can UC give retail store managers access to the records owned by their peers and subordinates?
- A. Put retail managers in a manager role.
- B. Give retail managers Super User access.
- C. Set OWD to public, and manage access via Apex Sharing.
- D. Email retail managers best practiceson how to manually share data.
Answer: B
Explanation:
This option allows UC to give retail store managers access to the records owned by their peers and subordinates. Super User access isa 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 Useraccess can be enabled for partner users or customer users with Customer Community Plus or Partner Community licenses2
NEW QUESTION # 65
Dreamscape Flowers recently launched three Experience Cloud sites for North America, Europe, and Asia Pacific regions. The Community managers have installed the Salesforce Communities Management package and are getting useful insights on adoption and engagement.
During the Community managers' weekly meeting, the Community manager for Europe mentioned that the preconfigured Insights reports cannot be used for their Experience Cloud site.
What is the reason for this issue?
- A. The Community manager for Europe does not have System Administrator privileges.
- B. The Experience Cloud site for Europe has more than a million users.
- C. The preconfigured Insights reports need to be modified to meet GDPR requirements.
- D. The Experience Cloud site for Europe is not using Chatter which is needed to use the preconfigured Insights reports.
Answer: C
Explanation:
The reason for this issue is that the preconfigured Insights reports need to be modified to meet GDPR requirements. Insights is a feature that allowsyou to measure and analyze the adoption and engagement of your Experience Cloud sites using preconfigured reports and dashboards. However, some of these reports may not comply with GDPR, which is a regulation that protects the privacy and data rights of individuals in the European Union. To use Insights for the Experience Cloud site for Europe, the Community manager needs to modify the preconfigured reports to meet GDPR requirements, such as anonymizing user data, obtaining user consent, and deleting user data upon request.
NEW QUESTION # 66
Universal Containers (UC) wants to create a do-it-yourself site for its existing and prospective customers. The site will contain articles, belong manuals, and FAQs. Users will be able to ask questions and answer other users' questions on the site.
Which two Experience Cloud features should UC focus on as it starts building out the site?
Choose 2 answers
- A. Public Site Connect
- B. Guest user and public access settings
- C. Content Delivery Network
- D. Document Library Model (DLM)
Answer: B,C
Explanation:
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.
NEW QUESTION # 67
The Salesforce Administrator at Universal Containers (UC) has set up topics. UC is going through a rebranding phase and wants to simplify topics but keep articles that have been assigned to the topics.
How should the Salesforce Administrator accomplish this?
- A. Mark old topics as Inactive and assign articles to the new active topics.
- B. Keep existing topics and reassign articles to newly created topics.
- C. Merge similar topics in Content Management.
- D. Delete existing topics and assign articles to newly created topics.
Answer: C
Explanation:
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.
NEW QUESTION # 68
Northern Trail Outfitters has configured chat so customers can quickly get answers to their questions bychatting with an agent while browsing the Experience site.
How should an administrator embed the chat window in an Experience site?
- A. Configure the Embedded Service connector.
- B. Create an Embedded Service quick action.
- C. Create a custom component using the Embedded Service API.
- D. Add the Embedded Service component to Builder pages.
Answer: D
Explanation:
The Embedded Service component allows you to embed a chat window in your Experience Cloud site, so customers can chat with agents while browsing the site. You can add the Embedded Service component to any Builder page and configure its properties, such as the chat button label, pre-chat fields, and offline support.
NEW QUESTION # 69
Northern Trail Outfitters has an Experience Cloud site using the Customer Service template. They have noticed that many questions take a long time to receive a response or go completely unanswered.
Which functionality would allow questions to get internal visibility?
- A. Create moderators for each topic.
- B. Limit the number of questions posted per day.
- C. Tell users to submit a case for unanswered questions.
- D. Enable Escalate to Case.
Answer: D
Explanation:
This functionality allows UMS to create a case from aquestion 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.
NEW QUESTION # 70
Universal Containers has implemented Chat, but agents are complaining that they have to capture several pieces of information before being able to service the customer.
What should an administrator do to capture information upfront on the Experience site?
- A. Deploy a unique chat per topic.
- B. Create a flow for customers to fill out before initiating Chat.
- C. Enable Chat for only authenticated users and pass the user's information on hidden fields.
- D. Create a pre-chat form to fill out before initiating Chat.
Answer: D
Explanation:
To capture information upfront on the Experience site, the administrator should create a pre-chat form to fill out before initiating Chat. A pre-chat form is a form that appears before a chat session starts and asks customers to provide some information, such as their name, email, phone number, or issue description. This helps agents to identify the customer and prepare for the chat session.
NEW QUESTION # 71
DreamHouse Realty (DR) has active participation of home owners and prospective buyers in its Experience Cloud site that uses Chatter. Recently, DR observed a significant number of comments being marked as spam.
OR's Salesforce and Security teams did further analysis and identified the posts made by the spammers.
OR's Management teamhas decided to remove all the spammers' posts and comments from the Experience Cloud site.
What should the Experience Cloud consultant recommend to remove them?
- A. Enable Experience Cloud Einstein features to remove all the spammers" posts and comments as a background action.
- B. Utilize the Insights reports by creating and using a custom action to remove all the spammers' posts and comments.
- C. Submit a high-priority case with Salesforce Support to remove all of the spammers' posts and comments. The site will be under maintenance state until resolution.
- D. Experience Cloud site managers, moderators, and admms work together to remove all the spammers' posts and comments manually.
Answer: B
Explanation:
To remove all the spammers' posts and comments from the Experience Cloud site, DR should utilize the Insights reports by creating and using a custom action to remove them. Insights reports are reports that show the activity and engagement metrics on DR's site, such as page views, likes, comments, flags, and moderation actions. DR can use Insights reports to identify the spammers' posts and comments based on the flagging reasons or other criteria. DR can also create a custom action that allows DR to remove multiple posts or comments at once from the Insights reports.
NEW QUESTION # 72
Which component can be embedded into an Experience Cloud site to start conversations with customers using the channels they prefer?
- A. Chat
- B. Channel Menu
- C. Service Your Way
- D. Service Console
Answer: C
Explanation:
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.
NEW QUESTION # 73
Dreamscape Flowers (DF) is planning to use Salesforce Partner Relationship Management (PRM) to manage partner lifecycle. DF is aware that SalesforcePRM can help with channel sales, lead distribution, and co- marketing with partners.
Which other three features come standard with Salesforce PRM that DF can leverage without any code customization?
Choose 3 answers
- A. Partner Incentivization Map
- B. Al-Powered Knowledge Base
- C. Case Escalation
- D. Chat
- E. Partner Value Score Matrix
Answer: B,C,D
Explanation:
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: Youcan 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.
NEW QUESTION # 74
Northern Trail Outfitters (NTO) offers a new product that is different in North America. EMEA, and AsiaPacific regions. Pages have been created and published for this product. The site manager has applied criteria to ensure that visibility for these product pages are applied as per the requirements for each region.
NTO further wants to control the users who see a specific page of this product by setting its visibility.
Which three visibility options are available in Experience Cloud? Choose 3 answers
- A. Visible
- B. Default
- C. None
- D. Audience
- E. Personal
Answer: B,C,D
Explanation:
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.
NEW QUESTION # 75
Cloud Kicks (CK)is about to launch a public site and is expecting very high traffic in certain regions. CK will be using Content Delivery Network (CDN).
What should CK consider during the go-live phase to prevent usability issues?
- A. CK should provision CDN in those regions where traffic is high and activate CDN where traffic is low.
- B. CK should provision CDN in those regions where traffic is low and activate CDN where traffic is high.
- C. CK should provision and activate CDN in those regions where traffic is low
- D. CK should provision and activate CDN in those regions where traffic is high.
Answer: D
Explanation:
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.
NEW QUESTION # 76
Partners at Universal Containers (UC) have given feedback that it takes too long for administrators to create new users or reset passwords for partner employees.
What should be done to help UC with user management?
- A. Delegate external user administration.
- B. Implement a limit on new users and password resets.
- C. Create a new user form that automatically triggers a process to create a user.
- D. Recommend partners share user credentials.
Answer: C
Explanation:
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.
NEW QUESTION # 77
AW Computing wants to create a site that gives customers access to Knowledge articles and peer-to-peer conversations, with the aim of decreasing the number of calls to its support organization.
What should AW Computing do to accomplish this goal?
- A. Open its Slack implementation to all customers
- B. Give access to its internal orgs using Chatter groups
- C. Create a site with the Customer Service template
- D. Create a site with the Marketing Microsite template
Answer: C
Explanation:
To create a site that gives customers access to Knowledge articles and peer-to-peer conversations, AW Computing should use the Customer Service template. The Customer Service template is a pre-built site thatincludes features such as Knowledge, Chatter, Cases, and Topics. AW Computing can use this template to provide self-service options to its customers, such as browsing orsearching for articles, posting or answering questions, creating or viewing cases, andfollowing or filtering topics. This can help AW Computing reduce the number of calls to its support organization.
NEW QUESTION # 78
Bloomington Caregivers (BC) wants to share Covid-19 related information with all site visitors, including unauthenticated users.
Which three things should BC in mind about unauthenticated or guestuser access?
Choose 3 answers
- A. Guest user can't records via manual existing records
- B. Guest user external organization-wide defaults are always set to Public.
- C. Guest user external organization-wide default are always set to Private.
- D. Guest user can't be members of public groups or queues.
- E. Guest user can't access records via manual sharing
Answer: C,D,E
Explanation:
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.
NEW QUESTION # 79
Universal Containers (UC) maintains multiple customer experiences, but only one profile for No customer has access to more than one experience Which two steps should the UC admin taka to grant access to each customer?
Choose 2 answers
- A. Select a permission pot for a given experience
- B. Edit the applicable user profile
- C. Select the profile for a given experience
- D. Create a permission Set
Answer: A,C
Explanation:
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. Apermission 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.
NEW QUESTION # 80
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