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Salesforce EX-Con-101 Exam Syllabus Topics:

Salesforce Certified Experience Cloud Consultant Sample Questions:

1. Northern Trail Outfitters (NIO) is considering how to manage its accounts for the B2B portion of its business.
NIO uses person accounts for its B2C business, and business accounts with related contacts for its B2B business. NTO has several B2B customer accounts that are very large. These accounts have child accounts that represent departments and opportunities at the department level that will needto be visible to users at the parent account level. NTO has Customer Community Plus licenses.
How should NTO manage its accounts in its Partner Community?

A) Extend the Standard Role Hierarchy setting departments as child accounts.
B) Enable the External Account Hierarchy setting departments as child accounts.
C) Use the Business Accounts and Contacts with Sharing Sets to grant additional record access as needed.
D) Since NTO has person accounts, it cannot use the External Account Hierarchy and will need touse groups and sharing rules to grant the required record access.

2. DreamHouse Realty (DR) plans to expand its business by offering insurance products ta home buyers. DR will use itsnetwork of independent agents to manage claims in their region. Agents will need to work with DR on settlement and adjustment approvals.
What should the Experience Cloud consultant recommend?

A) Create a digital experience for agents and share the URL with employees.
B) Create a digital experience for agents and an app for employees.
C) Create a self-service community for agents and an app for employees.
D) Create a peer-to-peer forum for agents and share the URL withemployees.

3. Northern Trail Outfitters (NTO) reports that 50% of calls to its support line are for repeatable issues.
Using standard out-of-the-box functionality, in which ways can NTO decrease its call volume using an Experiences site?
Choose 3 answers

A) Create an FAQ Knowledge article.
B) Create a public ''announcement only' group for moderators to address commonquestions.
C) Deploy a chatbox to address common questions.
D) Enable Chatter Questions to encourage peer-to-self-service
E) Create an FAQ rich text component on the Home page.

4. 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 digital experience for B2C customers and B2B customers, and use the internalCRM app for employees.
B) Create a digital experience for B2B customers, a partner portal for B2B customers, and use the internal CRM org for employees.
C) Create a single digital experience for B2C customers, B2B customers, and employees.
D) Create a digital experience for B2C customer and employees, and another one for B2B customers and employees.

5. 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) Delete existing topics and assign articles to newly created topics.
B) Merge similar topics in Content Management.
C) Mark old topics as Inactive and assign articles to the new active topics.
D) Keep existing topics and reassign articles to newly created topics.

Solutions: