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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Experience Cloud Basics | 8% | - Use cases and benefits of Experience Cloud - Platform capabilities and limitations - Experience types and use scenarios |
| Topic 2: Customization Considerations and Limitations | 7% | - Declarative vs programmatic options - Performance and scalability - Limits and governor considerations |
| Topic 3: Templates and Themes | 10% | - Theme customization and design - Lightning and Visualforce options - Template selection and configuration |
| Topic 4: Administration, Setup, and Configuration | 25% | - Deployment and migration - Site setup and activation - PRM and service integration |
| Topic 5: Branding, Personalization, and Content | 15% | - Personalization and targeted content - Branding and layout customization - Content management and CMS integration |
| Topic 6: Adoption and Analytics | 5% | - Reporting and dashboards - Engagement and adoption strategies - Moderation and community governance |
| Topic 7: Sharing, Visibility, and Licensing | 17% | - Data access and security model - License types and allocation - Sharing rules and external visibility |
| Topic 8: User Creation and Authentication | 13% | - External user activation and permissions - User provisioning methods - Single Sign-On and identity providers |
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NEW QUESTION # 137
Recently, Ursa Major Solar (UMS) decided it no longer wants to utilize Data Categories to control article visibility for its customer portal. UMS's users will need to be logged in to the portal in order to view any Knowledge articles.
Outside of Data Categories, what is another way UMS can control Knowledge article visibility?
Answer: D
Explanation:
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.
NEW QUESTION # 138
Northern Trail Qutfitters implemented a chatbot on its Experience site.
Which three KPIs could be used to help understand the chatbot's impact on customer service?
Choose 3 answers
Answer: A,C,E
Explanation:
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.
NEW QUESTION # 139
Universal Containers (UC) is a conglomerate with various lines of business operating worldwide. UC helps finance crop research, provides insurance services to coffee growers, and manufactures specialized coffee machines and other products. UC also has a franchise unit to help grow its franchise business worldwide. UC is planning to build multiple portals and sites to support itsvarious lines of business.
What two points should UC keep in mind when selecting a template for these sites and portals?
Choose 2 answers
Answer: B,C
Explanation:
When selecting a template for your sites and portals, you need to keep in mind some points, such as:
* Insurance Agent Portal template becomes available once Financial Services Cloud is correctly set up in an org. This templateis designed for insurance agents who need to manage their leads, opportunities, policies, claims, and referrals.
* Industry-specific templates as well as Lightning Bolt solutions are available today. Templates are preconfigured site designs that include pages, components, and settings. Lightning Bolt solutions are industry-specific solutions that include templates, themes, flows, apps, and components.
NEW QUESTION # 140
A consultant issetting up an experience for a client in a new org. The client insists on using standard profiles for external users.
Which step is required in order to use standard profiles in an experience?
Answer: D
Explanation:
To use standard profiles in an experience, the step that is required is to enable the "Allow using standard external profiles forself-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 cannotbe 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.
NEW QUESTION # 141
Which component inform support agents working in the Service Console what actions a customer has taken on an Experience site?
Answer: A
Explanation:
Experience Tracker is a component that informs support agents working in the Service Console what actions a customer has taken on an Experience site. Experience Tracker shows information such as page views, searches, downloads, and case interactions that the customer has performed on the site. This helps agents understand the customer's context and provide better service.
NEW QUESTION # 142
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