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Salesforce EX-Con-101 Exam Syllabus Topics:

Salesforce Certified Experience Cloud Consultant Sample Questions:

1. 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

A) Average Handle Time compared to Bot Session Time
B) Case Type by Issue
C) CSAT (Customer Satisfaction score)
D) Case deflection
E) Number of lead records created

2. What are two ways a question can be escalated to a case?
Choose 2 answers

A) Manually by users commenting ''Escalate''
B) Automatically via Case Assignment Rules
C) Manually by a moderator selecting ''Escalate to Case'' in the Feed
D) Automatically via process Builder by meeting specified criteria

3. 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) Sharing Set
C) Case co-ownership using Super User access
D) OWD and Apex Sharing

4. Universal Containers (UC) has a B2C customer department that uses person accounts to track and manage all B?C customers. UC has set up a B2C site using Salesforce Experience Cloud. The VP of B?C 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?

A) Create a custom self-registration page and Apex handler that creates a person account for each user self- registering on the portal.
B) Use the standard self registration configuration under Experience Workspace and leave the default Account field empty.
C) A 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.
D) 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.

5. Ursa Majer Solar (UMS) wantsto give its partriers 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 3 answers

A) Deal Registration
B) Market Development Fund
C) Service Console
D) Content Flagging
E) Lead Distribution

Solutions: