Salesforce Certified Experience Cloud Consultant Exam Dumps & Practice Test Questions
Question 1:
In Salesforce, providing access to Opportunity records for Community Users (such as Partner or Customer Community Users) often requires specific sharing configurations.
Which two strategies can be applied to grant Opportunity access to Community Users? (Select two options.)
A. Use an owner-based sharing rule that includes Customer Community Users.
B. Apply a criteria-based sharing rule targeting users in Partner Community roles.
C. Assign the Customer Community Plus profile to a Sharing Set that includes Opportunities.
D. Configure a Sharing Set with the Partner Community profile and include Opportunities in the accessible objects.
Correct Answers: C and D
Explanation:
In Salesforce, Community Users (such as Partner or Customer Community Users) require specific sharing rules and configurations to access records like Opportunities. These configurations typically rely on Sharing Sets or Sharing Rules to ensure the proper visibility of records. The most effective strategies involve configuring profiles and sharing mechanisms that align with the access needs of these users.
Option A: "Use an owner-based sharing rule that includes Customer Community Users."
While owner-based sharing rules can be used to share records with users based on record ownership, Customer Community Users are usually not included in such sharing rules. This is because Customer Community Users have limited access, and sharing records based on ownership may not provide the necessary access controls, especially for records like Opportunities, which require more specific sharing settings. Therefore, A is not a correct choice.
Option B: "Apply a criteria-based sharing rule targeting users in Partner Community roles."
Criteria-based sharing rules can indeed be used to share records based on certain conditions. However, this approach is generally more suited for sharing records across a larger set of users based on specific criteria (such as field values), and it typically works well for records that need to be shared with users in the Partner Community rather than Customer Community. Although useful in certain scenarios, it might not be the most direct strategy for granting Opportunity access to Community Users in this context. Therefore, B is a secondary consideration.
Option C: "Assign the Customer Community Plus profile to a Sharing Set that includes Opportunities."
The Customer Community Plus profile allows users to access a broader range of records and features, including Opportunities, when linked to a Sharing Set. A Sharing Set allows access to records that are associated with the user’s account or contact, and this can include Opportunities. By linking the Customer Community Plus profile to a Sharing Set, you can grant Community Users the necessary access to Opportunity records. This is one of the correct ways to manage access. Therefore, C is a correct choice.
Option D: "Configure a Sharing Set with the Partner Community profile and include Opportunities in the accessible objects."
Similarly, a Sharing Set can be configured for Partner Community Users, allowing them to access specific objects, including Opportunities, that are associated with their accounts or contacts. The Partner Community profile provides the necessary access to manage and view Opportunities, and this can be configured within the Sharing Set. This method is a straightforward way to provide Partner Community Users with access to Opportunity records. Therefore, D is also a correct choice.
The most effective strategies for granting Opportunity access to Community Users involve using Sharing Sets configured for the relevant Community profiles (Customer Community Plus for customer users and Partner Community for partner users). This ensures that the right access is granted based on user roles and associated records.
Question 2:
Universal Containers wants to launch a secure customer portal where users can log in to view articles, product manuals, FAQs, their contracts, and update billing information. Which Experience Cloud template best fits these needs?
A. Customer Account Portal
B. Customer Service Template
C. Partner Central Template
D. Help Center Template
Correct Answer: A
Explanation:
In Salesforce Experience Cloud, there are several templates designed for different use cases. The Customer Account Portal template is the most appropriate option for the scenario described in the question. Let's break down why this template is the best fit:
Option A: Customer Account Portal
The Customer Account Portal template is specifically designed for customer-facing portals that need to provide secure access to account-related information. This template allows users to log in and view articles, product manuals, FAQs, their contracts, and even update their billing information. It is ideal for organizations that want to offer a self-service portal to customers, where they can manage their account, access documents, and find solutions to common questions.
Since Universal Containers needs to provide customers with access to sensitive information like contracts and the ability to update billing information, the Customer Account Portal template would be the best choice as it is tailored to those types of use cases.
Option B: Customer Service Template
The Customer Service Template is designed primarily for customer service scenarios, where agents interact with customers to resolve issues. While it can include knowledge base articles and FAQs, its main focus is on facilitating case management and agent-customer interactions. This template is more suited to environments where customers are reaching out for support, rather than where customers manage their own account details and documents. Therefore, while this template could be used for a portal, it is not the best fit for the use case described in the question.
Option C: Partner Central Template
The Partner Central Template is meant for partner portals, where external partners (such as resellers or affiliates) can collaborate with the organization. It is designed to allow partners to access leads, opportunities, and other sales or service-related content. Since Universal Containers is looking to create a customer portal (not a partner portal), this template would not be the best fit for the described use case.
Option D: Help Center Template
The Help Center Template is designed primarily for knowledge base and self-service support. It allows users to search for articles, FAQs, and support resources. While this template might be useful for the article and FAQ access part of the use case, it lacks features for managing contracts, billing information, and account-related tasks. Therefore, it is not as comprehensive as the Customer Account Portal template for the needs described in the question.
The Customer Account Portal template is specifically designed to meet the needs of customers who want to securely access and manage their own account-related information, including articles, manuals, FAQs, contracts, and billing details. It provides a comprehensive self-service experience, making it the best fit for Universal Containers' use case.
Question 3:
When setting up a partner user from an account that’s been enabled for partner collaboration in Salesforce, a particular sequence of actions must be followed. Which of the following outlines the correct sequence to create a partner user?
A. Access the contact on the partner account → Choose "Manage External User" → Click "Enable Partner Account" → Edit the user record to assign role/profile → Save.
B. Open the partner account contact → Click "Manage External User" → Select "Enable Partner User" → Assign appropriate role/profile → Save.
C. Assign the correct profile/role → View the contact record → Select "Manage External User" → Click "Enable Partner Account" → Save.
D. Assign role/profile to the user → Open the contact record → Choose "Manage External User" → Click "Enable Partner User" → Save.
Correct Answer: B
Explanation:
When setting up a Partner User in Salesforce, the steps need to follow a logical sequence to ensure proper configuration. The correct approach involves enabling the external user for a partner account and then assigning the appropriate role and profile to the partner user. Let’s break down the reasoning:
Option A: "Access the contact on the partner account → Choose 'Manage External User' → Click 'Enable Partner Account' → Edit the user record to assign role/profile → Save."
This option includes the incorrect sequence. The action of "Click 'Enable Partner Account'" should be done after accessing the contact and not before assigning roles or profiles. The correct sequence should be first enabling the user and then assigning the appropriate profile and role.
Option B: "Open the partner account contact → Click 'Manage External User' → Select 'Enable Partner User' → Assign appropriate role/profile → Save."
This option describes the correct process for setting up a partner user. The steps are logically ordered:
Open the partner account contact – Start by locating the contact for the partner account.
Click "Manage External User" – This is the standard action for managing external users related to a partner account.
Select 'Enable Partner User' – Enabling the partner user activates the external user.
Assign appropriate role/profile – Assigning the role and profile ensures the user has the correct permissions to interact with the partner portal and related data.
Save – Save the changes to finalize the user setup.
Option C: "Assign the correct profile/role → View the contact record → Select 'Manage External User' → Click 'Enable Partner Account' → Save."
This option begins by assigning the role/profile before interacting with the contact record. The role and profile should only be assigned after enabling the partner user. Therefore, the sequence here is not correct, as it skips the necessary step of enabling the partner user before configuring roles and profiles.
Option D: "Assign role/profile to the user → Open the contact record → Choose 'Manage External User' → Click 'Enable Partner User' → Save."
In this option, the sequence starts by assigning the role and profile to the user, which is not the proper approach. The partner user needs to be enabled first via the "Manage External User" settings before roles or profiles are applied. The correct order would be to first enable the partner user and then assign the necessary role/profile.
The correct sequence involves opening the partner account contact, enabling the partner user via the "Manage External User" option, then assigning the appropriate role and profile, and finally saving the setup. Therefore, Option B is the best choice.
Question 4:
Northern Trail Outfitters (NTO) is developing an Experience Cloud site for its independent researchers to collaborate and share data with staff and peers. What is the minimum user visibility setting that must be enabled to facilitate this collaboration?
A. Enable Guest User Visibility
B. Enable Portal User Visibility
C. No additional visibility is required
D. Enable Site User Visibility
Correct Answer: D
Explanation:
In Salesforce Experience Cloud, proper user visibility settings are essential for controlling access to data and ensuring that users can collaborate effectively. The visibility settings determine what users can see and do within the site, which is particularly important when independent researchers are collaborating and sharing data with staff and peers.
Option A: Enable Guest User Visibility
This setting is specific to guest users who access the site without logging in. Guest User Visibility is useful when you want to allow access to certain public content without requiring users to log in. However, since the scenario describes a collaboration environment where independent researchers are interacting with staff and peers, guest user visibility would not be sufficient. Collaborating users will need authenticated access to view and share data, not just access to public content.
Option B: Enable Portal User Visibility
While this setting pertains to portal users, it is more relevant in classic portals or older Salesforce communities. Experience Cloud sites now operate with a more modern user model, so the appropriate setting for controlling visibility and access for authenticated users is typically Site User Visibility. Thus, Portal User Visibility is not the most appropriate setting in this case.
Option C: No additional visibility is required
This is incorrect because some visibility settings are required to ensure the appropriate level of access for users within an Experience Cloud site. Even if default visibility settings exist, they often need to be adjusted for specific use cases like collaboration between independent researchers and staff members.
Option D: Enable Site User Visibility
This is the correct option. To facilitate collaboration and data sharing in an Experience Cloud site, the minimum required visibility setting is Site User Visibility. This ensures that authenticated users (e.g., independent researchers and staff) have appropriate access to the content within the site, allowing them to collaborate and share data. By enabling this setting, you ensure that users with the necessary permissions can view, contribute to, and collaborate within the site.
For a collaboration-focused site like the one NTO is developing for independent researchers, Site User Visibility is the minimum setting that must be enabled to allow authenticated users to collaborate and share data. Therefore, the correct answer is Option D.
Question 5:
Salesforce allows questions posted in feeds like Chatter to be escalated to Cases for proper follow-up. Which two methods can be used to convert a question into a Case? (Choose two.)
A. A moderator manually selects the "Escalate to Case" option from the post.
B. Automatically escalate using Case Assignment Rules.
C. Use Process Builder to auto-create a case when certain conditions are met.
D. Have users type "Escalate" in comments to initiate escalation.
Correct Answers: A and C
Explanation:
Salesforce allows for the conversion of questions posted in Chatter or feeds into Cases for better tracking and follow-up. This is particularly useful for ensuring that issues raised in collaboration tools are properly addressed by support teams. Let's break down the correct methods for achieving this:
Option A: A moderator manually selects the "Escalate to Case" option from the post.
This is a valid method. A moderator can manually escalate a question in Chatter or feed into a Case by selecting the "Escalate to Case" option directly from the post. This is a straightforward, manual process where the moderator or user with the proper permissions ensures that the question is converted into a formal Case for follow-up.
Option B: Automatically escalate using Case Assignment Rules.
This option is incorrect. While Case Assignment Rules are useful for routing and assigning cases once they are created, they do not directly handle the automatic escalation of Chatter posts into Cases. Case Assignment Rules are only applicable after a Case is created. Escalation of a Chatter post requires an automated process like Process Builder or manual intervention.
Option C: Use Process Builder to auto-create a case when certain conditions are met.
This is a valid method. Process Builder can be configured to automatically create a Case from a Chatter post or any other object based on predefined conditions. For example, when a post in a feed meets specific criteria (e.g., if the post includes certain keywords or if it’s marked for follow-up), Process Builder can trigger the creation of a Case automatically. This automation streamlines the process and ensures timely follow-up without manual intervention.
Option D: Have users type "Escalate" in comments to initiate escalation.
This option is incorrect. While it is possible to use user input (like typing "Escalate") to trigger a process, there is no standard Salesforce feature that automatically converts a post into a Case based solely on a comment like "Escalate." However, this could be implemented via custom development or process automation, but it is not a built-in or out-of-the-box feature in Salesforce.
The two correct methods to convert a question in a feed like Chatter into a Case are:
A. A moderator manually selects the "Escalate to Case" option from the post.
C. Use Process Builder to auto-create a case when certain conditions are met.
These methods ensure that questions are escalated to Cases in an efficient manner, whether manually or automatically.
Question 6:
While setting up a new partner user in an existing Salesforce Experience Cloud site, certain steps must be completed before entering user details. Which step must an admin take before filling out and saving the partner user’s information?
A. On the Contact record, click “Manage External User” and select “Enable Partner User.”
B. On the Account record, click “Manage Partner User” and choose “Enable Partner User.”
C. On the Contact detail page, click “Manage Partner User” and then “Enable Customer User.”
D. From the User Setup page in Lightning, click “New” to start creating a user.
Correct Answer: A
Explanation:
To create a partner user in Salesforce Experience Cloud, an admin must enable the partner user from the Contact record associated with the partner account. This process ensures that the correct permissions, roles, and profiles are set up to grant the user access to the Experience Cloud site.
Option A: On the Contact record, click “Manage External User” and select “Enable Partner User.”
This is the correct step. Before you can create a partner user, you must navigate to the Contact record associated with the partner account, click "Manage External User," and select “Enable Partner User.” This action will allow you to configure the partner user’s settings and associate the user with the partner account, enabling them to access the Experience Cloud site with the correct role and permissions.
Option B: On the Account record, click “Manage Partner User” and choose “Enable Partner User.”
This is incorrect. Partner users are enabled from the Contact record, not the Account record. While accounts are involved in managing partner relationships, the enabling of partner users specifically requires action on the Contact record linked to the account.
Option C: On the Contact detail page, click “Manage Partner User” and then “Enable Customer User.”
This option is incorrect because you should not enable Customer User for partner users. Partner User is the correct user type for Experience Cloud sites that are used by external partners (such as resellers or consultants), while Customer User is more suitable for customers accessing the site.
Option D: From the User Setup page in Lightning, click “New” to start creating a user.
This is incorrect. Although you can create users from the User Setup page, the initial step for setting up a partner user must begin by enabling the partner access from the Contact record, as described in Option A. The process cannot be initiated directly from the User Setup page without first enabling external user access via the Contact record.
The correct step to enable a partner user in Salesforce Experience Cloud is to navigate to the Contact record, click "Manage External User," and select “Enable Partner User.” This action grants the user access to the partner-specific features of the Experience Cloud site.
Question 7:
Ursa Major Solar is facing a high volume of support calls that their team struggles to handle. They need a scalable solution to manage customer inquiries. Which Salesforce solution should they implement to reduce call volume and provide support efficiently?
A. Launch a self-service Experience Cloud site using the Customer Service template.
B. Set up a queue-based routing system using the Service Cloud setup.
C. Deploy a chatbot through the Chat Bot template.
D. Build a peer-to-peer support site using the Self-Service template.
Correct Answer: A
Explanation:
To address the issue of a high volume of support calls, Ursa Major Solar should focus on reducing call volume and enabling customers to solve their own issues efficiently. A self-service portal is the best solution because it allows customers to access answers to frequently asked questions, find relevant articles, and even submit support cases without having to contact the support team directly.
Option A: Launch a self-service Experience Cloud site using the Customer Service template.
This is the correct solution. The Experience Cloud site using the Customer Service template allows customers to find solutions to their problems independently. By providing access to knowledge articles, FAQs, and the ability to submit cases online, customers can resolve many issues without needing to call the support team. This is a scalable solution that reduces the call volume significantly and offers a better customer experience.
Option B: Set up a queue-based routing system using the Service Cloud setup.
While queue-based routing in Service Cloud helps in managing support requests and distributing them efficiently among agents, it doesn't directly address the issue of reducing call volume. Setting up a queue-based system would help with handling the calls once they come in but does not prevent the volume from being high. For Ursa Major Solar, the priority is to prevent the overload of calls in the first place, which a self-service portal would do.
Option C: Deploy a chatbot through the Chat Bot template.
While deploying a chatbot can help in answering basic customer inquiries, it is a relatively limited solution compared to a self-service portal. Chatbots can handle simple queries but may not be as effective in providing a wide range of self-service options like knowledge base access, FAQ articles, and the ability to submit and track cases. Additionally, chatbots may not fully handle all customer needs, and there could still be a need for live agents to handle more complex inquiries.
Option D: Build a peer-to-peer support site using the Self-Service template.
This option involves creating a peer-to-peer support site, where customers can interact and help each other. While this may be helpful in some cases, it is less controlled and may not always provide reliable support. A peer-to-peer system may not be the best solution for high-volume, efficient customer service because it depends on other customers' willingness and ability to provide accurate answers. It’s also less scalable and structured compared to a self-service portal that provides professional knowledge management.
The self-service Experience Cloud site using the Customer Service template is the best choice because it enables customers to independently resolve issues, access resources, and reduce the need for direct support interactions, which directly addresses the problem of high call volume.
Question 8:
Get Cloudy Consulting wants to manage and deploy updates to its Experience Cloud site using the ExperienceBundle feature. Which two capabilities of ExperienceBundle should they be aware of? (Choose two.)
A. You can programmatically modify any site in the org with ExperienceBundle.
B. It offers human-readable metadata for easier editing of site configuration.
C. You can create sites across orgs directly using ExperienceBundle.
D. You can programmatically update any site made with Experience Builder using ExperienceBundle.
Correct Answers: B, D
Explanation:
The ExperienceBundle feature in Salesforce Experience Cloud is a powerful tool for managing, deploying, and maintaining Experience Cloud sites. Understanding its capabilities is key to using it effectively.
Option A: You can programmatically modify any site in the org with ExperienceBundle.
This is not correct because the ExperienceBundle feature is not used for modifying any site in the org. It focuses on deploying and managing site metadata rather than making direct modifications to all sites. It's more about bundling the site configuration and deploying it rather than applying changes to every single site in the org.
Option B: It offers human-readable metadata for easier editing of site configuration.
This is correct. One of the key features of ExperienceBundle is that it uses human-readable metadata, making it easier to edit and manage the site configuration. This is particularly useful when it comes to version control and deploying updates in a more manageable way.
Option C: You can create sites across orgs directly using ExperienceBundle.
This is not correct. While ExperienceBundle allows you to manage and deploy site updates within a single org, it does not support the direct creation of sites across different orgs. The ExperienceBundle feature focuses on managing the configuration and updates of sites within an org rather than creating new sites across multiple orgs.
Option D: You can programmatically update any site made with Experience Builder using ExperienceBundle.
This is correct. ExperienceBundle is specifically designed to handle programmatic updates of sites created using Experience Builder. It allows you to package and deploy configurations and updates to Experience Cloud sites, making it easier to manage changes across different environments or orgs.
The two correct capabilities of ExperienceBundle that Get Cloudy Consulting should be aware of are:
B. It offers human-readable metadata for easier editing of site configuration.
D. You can programmatically update any site made with Experience Builder using ExperienceBundle.
These capabilities will allow them to efficiently manage and deploy updates to their Experience Cloud site.
Question 9:
A Salesforce admin needs to ensure that users of an Experience Cloud site can view only records they own, except when a sharing rule explicitly grants broader access. Which organization-wide default (OWD) setting supports this requirement?
A. Public Read Only
B. Private
C. Controlled by Parent
D. Public Read/Write
Correct Answer: B
Explanation:
In Salesforce, Organization-Wide Default (OWD) settings control the default visibility of records across the entire organization. The OWD determines what users can see by default when they do not have explicit access to a record. The settings can be adjusted to suit different levels of access.
Option A: Public Read Only
This setting would allow all users to view records, but they wouldn’t be able to edit them unless they were the owner or had higher permissions. While this setting is more open than the "Private" setting, it does not meet the requirement where users should only see records they own unless a sharing rule grants broader access.
Option B: Private
This setting meets the requirement. When the OWD is set to Private, users can only see records they own. Access to other records is explicitly controlled through sharing rules. Sharing rules can then be set up to grant broader access to specific groups of users based on defined criteria (e.g., roles, public groups, etc.). This ensures that users can only view their own records unless granted access via sharing rules.
Option C: Controlled by Parent
This setting is typically used for related records (such as child records in a master-detail relationship). It means that the access to a child record is controlled by the parent record's OWD setting. This is not applicable to the situation where users need access based on ownership, as this is more about hierarchical access in master-detail relationships.
Option D: Public Read/Write
This setting would allow all users to view and edit records. This is too permissive for the requirement, as it would not restrict users to only see their own records unless explicitly managed with sharing rules. This option would not ensure the restricted access to only owned records unless a sharing rule grants broader access.
The best OWD setting for ensuring users can only see records they own, with explicit sharing rules to grant broader access, is Private.
Question 10:
Your company wants to allow external users to access knowledge articles and submit cases without logging in. Which configuration allows this functionality in Experience Cloud?
A. Set the community access to "Authenticated Users Only."
B. Assign the external users a Partner Community license.
C. Use a public Experience Cloud page with Guest User Profile permissions.
D. Share articles via internal Chatter groups.
Correct Answer: C
Explanation:
To allow external users to access knowledge articles and submit cases without logging in, you need to make use of the Guest User Profile in an Experience Cloud site. External users who do not have login credentials are considered guest users, and these users need the appropriate permissions to access content and submit cases.
Option A: Set the community access to "Authenticated Users Only."
This setting would restrict access to only authenticated (logged-in) users, which contradicts the requirement to allow external users to access content without logging in. This would not work in this scenario.
Option B: Assign the external users a Partner Community license.
This option would require external users to have a Partner Community license and log in to access the site. This does not meet the requirement of allowing access without logging in. Partner Community users typically need to authenticate to gain access to certain features, including submitting cases or accessing knowledge articles, so this does not fit the scenario.
Option C: Use a public Experience Cloud page with Guest User Profile permissions.
This option is the correct one. In Experience Cloud, you can configure a public page for guest users by setting the Guest User Profile with the appropriate permissions. By using this configuration, external users can access public knowledge articles and submit cases without needing to log in. The Guest User Profile grants necessary permissions, such as viewing knowledge articles and submitting cases, without requiring authentication.
Option D: Share articles via internal Chatter groups.
Sharing articles through internal Chatter groups would be an internal method of sharing and would not allow external users to access the content. This method requires internal user access and doesn't support the functionality needed for public external users who don't log in.
The best option to allow external users to access knowledge articles and submit cases without logging in is to use a public Experience Cloud page with Guest User Profile permissions.
