Certified Experience Cloud Consultant practice test

1. Question 1 · 1

   Bloomington Caregivers (BC) wants to streamline back-end processes and workflows for its employees. BC recently learned about Lightning Bolt solutions for employees at a world tour event. Where should BC look for potential Lightning Bolt solutions?

   Choose one answer.

   • Salesforce Connect
   • Salesforce AppExchange
   • Salesforce Accelerator Directory
   • Salesforce Accelerator Catalog

2. Question 2 · 1

   Northern Trail Outfitters has a network of resellers who are Partner Community users. One of the resellers has requested that their parent company get View access to cases created by their child companies. Which functionality will meet the requirement best?

   Choose one answer.

   • Manually share cases.
   • Create a Sharing Set for the Account.
   • Move users who need case access to a higher level in the Role Hierarchy.
   • Configure an External Account Hierarchy.

3. Question 3 · 1

   Universal Containers (UC) has a B2C customer department that uses person accounts to track and manage all B2C customers. UC has set up a B2C site using Salesforce Experience Cloud. The VP of B2C business wants to enable self-registration on the portal so customers can create their own user accounts. What should the Experience Cloud consultant at UC recommend so that the new users self-registering on the B2C site are captured as person accounts in Salesforce?

   Choose one answer.

   • Create a custom self-registration page and Apex handler that creates a person account for each user self-registering on the portal.
   • Use the standard self-registration configuration under Experience Workspace and leave the default Account field empty.
   • Use the standard self-registration configuration under Experience Workspace that assigns users to a default business account, and then build a trigger on Account to create person accounts for each user.
   • Restrict the Account record type access to Person Account record type only for the Site Guest User, so any account created is by default a person account.

4. Question 4 · 1

   Which component can be embedded into an Experience Cloud site to start conversations with customers using the channels they prefer?

   Choose one answer.

   • Channel Menu
   • Service Your Way
   • Service Console
   • Chat

5. Question 5 · 1

   Cloud Kicks (CK) advises its diverse set of clients on how to use Experience Cloud. With new regulations taking effect, many of CK’s clients want an easy and cost effective way to set up a site and gather their customers’ communication preferences. How should CK help compile these preferences?

   Choose one answer.

   • Use the standard Preferences Chatbot to gather the preferences.
   • Create a Lightning Bolt solution that already includes all the preferences.
   • Build a Service Console to gather the preferences.
   • Create a Lightning Bolt solution with a template and a login flow to gather the preferences.

6. Question 6 · 1

   Which three considerations should be made when using Criteria-Based Audiences? (Choose three.)

   Choose all answers that apply.

   • Components in the template header and footer sections cannot be assigned to an audience.
   • Up to 2,000 audiences can be created.
   • Domain criteria are not available in sandbox or Developer Edition orgs.
   • Salesforce must be contacted if you need to use the domain criteria in sandbox or Developer Edition orgs.
   • Record Type criteria cannot be assigned to a component.

7. Question 7 · 1

   Northern Trail Outfitters implemented a chatbot on its Experience Cloud site. Which three KPIs could be used to help understand the chatbot’s impact on customer service? (Choose three.)

   Choose all answers that apply.

   • Number of lead records created
   • Average Handle Time compared to Bot Session Time
   • Case deflection
   • CSAT (Customer Satisfaction score)
   • Case Type by Issue

8. Question 8 · 1

   Ursa Major Solar (UMS) wants to streamline back-end processes and workflows for its employees. UMS recently learned about Lightning Bolt solutions for employees at a world tour event. Where should UMS look for potential Lightning Bolt solutions?

   Choose one answer.

   • Salesforce Connect
   • Salesforce Accelerator Catalog
   • Salesforce Accelerator Directory
   • Salesforce AppExchange

9. Question 9 · 1

   No More Homelessness (NMH) is about to create a public site for volunteers where they will be able to sign up for volunteering opportunities at local events. Each registration will result in a record being created for a custom EventRegistration object. Which three considerations should NMH keep in mind for records created by guest users? (Choose three.)

   Choose all answers that apply.

   • When possible, one should create and assign queues as owners of records created by guest users.
   • Queues cannot be assigned as owners of records created by guest users.
   • Default owner does not need Read/Write access to view the records created by guest users.
   • Any active user in an org can be assigned as the default owner of records created by guest users.
   • Setting the default owner for records created by guests is an option in Experience Cloud sites.

10. Question 10 · 1

    The administrator of the Universal Containers customer site has been making changes in a sandbox and needs to push the changes to production. The administrator is comfortable with point and click changes but is not comfortable with managing code or more technical items. How should the administrator ensure the changes make it accurately to production?

    Choose one answer.

    • Rebuild the site from scratch in production.
    • Use the ExperienceDeploy API to push the site to production.
    • Use Dataloader to migrate the site from sandbox to production.
    • Create a change set, upload it to production, and deploy the change set.

11. Question 11 · 1

    Ursa Major Solar (UMS) wants to give its partners the content, data, and tools they need to sell more solar panels. Which three Partner Relationship Management features should the system administrator utilize on UMS's site? (Choose three.)

    Choose all answers that apply.

    • Deal Registration
    • Service Console
    • Lead Distribution
    • Market Development Fund
    • Content Flagging

12. Question 12 · 1

    Universal Containers (UC) is building a new self-service site for its large global customer base. Customers will be posting questions, viewing Knowledge articles, downloading warranties, opening tickets, and registering their recent purchases. Purchases are stored in a custom object. UC is considering using the Customer Service template for the site and External Apps license for the customers. Which limitation could cause a potential issue for UC?

    Choose one answer.

    • External Apps license does NOT allow access to custom objects.
    • External Apps license does NOT allow access to cases.
    • External Apps license does NOT download documents out-of-the-box.
    • External Apps license does NOT allow self-registration.

13. Question 13 · 1

    Ursa Major Solar is utilizing audience targeting for specific components in its portal. Which two considerations regarding audience targeting are true? (Choose two.)

    Choose all answers that apply.

    • Available domains are created in the Administration workspace and associated with a community through a custom URL.
    • You can only have three audiences.
    • Audiences are unable to be assigned to the components in the template header and footer sections.
    • Record-based criteria are unable to be assigned to a component or branding set.

14. Question 14 · 1

    Ursa Major Solar (UMS) would like authenticated Experience Site users to see cases, quotes, contracts, and Knowledge articles appear in search results, but the Search Results component is only returning Knowledge articles. How should UMS configure its search results to yield the desired results?

    Choose one answer.

    • In Salesforce Setup, under the Experience Site users’ profile, adjust the system permissions to allow for multiple objects in search results.
    • On the Search page, switch the Search Results component with Global Search Results and select the appropriate objects in the property editor.
    • On the Search page, select the appropriate objects in the property editor for the Search Results component.
    • On the Home page, in the property editor for the Hero component, adjust the Hero Type to "Call to Action" instead of "Search".

15. Question 15 · 1

    Universal Containers has recently launched a site for its retailers. Retailers are able to collaborate with other retailers around topics; however, retail managers aren’t able to see records owned by their peers and subordinates. What should be done to resolve the issue?

    Choose one answer.

    • Retail managers need to be given Super User access.
    • A Sharing Rule needs to be created.
    • Retail managers need to be put in the executive role in the Role Hierarchy.
    • A Sharing Set needs to be created.

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