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Admin > (Service and support applications 13%) Describe the capabilities of the salesforce experience cloud sites > Flashcards

(Service and support applications 13%) Describe the capabilities of the salesforce experience cloud sites Flashcards

1
Q

capabilities of salesforce experience cloud sites

A

types of cloud sites, questions, ideas, responsive templates, salesforce tabs & visual force, sharing & security

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2
Q

experience cloud site

A

enables information to be shared and collaboration with customers and partners

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3
Q

types of experience cloud sites

A

customer site, partner site, employer site

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4
Q

customer site in experience cloud?

A

a customer site can be created to provide customer service to customers, or give them access to their data like account information, orders, invoices etc.

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5
Q

partner site in experience cloud?

A

a partner site can be created to allow resellers, distributors or partners to collaborate with the company’s employees and help them sell more effectively

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6
Q

employee site in experience cloud?

A

an employee sit can be created to give employees access to features and resources such as on boarding training, recruiting, ticketing, etc.

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7
Q

communities license types

A

customer self service, partner relationship management, stakeholder engagement

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8
Q

how is a customer community user license used for and what all is in it?

A

business to consumer self-service scenarios.

customer community:
used by sites with high volume of external users who need access to case objects and/or knowledge articles

customer community plus:
used for business-to-consumer experiences when external users need access to reports, dashboards, or advanced sharing.

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9
Q

how is partner community user licenses used for and what all is in it?

A

used for partner relationship management scenarios

partner community:
Used in a business-to-business site in which access is required to sales data such as partner relationship management.

channel account:
Channel Account licenses have the same features as Partner Community licenses, but are priced per partner account

external apps:
Used for highly customized sites incorporating CRM objects, external data, extra custom objects, and additional storage

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10
Q

how is commerce portals community licenses used and what all is in it?

A

used for engagement with any external stakeholder when a highly customized experience(not sales or service) is required.

commerce portals:
used by sites where only limited access to crm objects is required but have access to 100 custom objects in the org.

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11
Q

customer sites

A

can be created to provide a customer service to customers or give them access to their data

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12
Q

what two things can be created in customer sites?

A

self-service support and account management.

self-service support: customers can find solutions to issues on their own with access to the knowledge base, support agents, and peer-to-peer support

account management: in a customer account portal, customers can manage their account information and gain access to their own data

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13
Q

what are partner sites and their features

A

created to allow resellers, distributors, or partners to collaborate and help them sell more effectively. features: streamlined onboarding, lead qualification, opportunity management, deal registration, quoting

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14
Q

partner sites

A

external access, third party apps integration, sales collaboration, centralized information, cpq integration

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15
Q

external access

A

access to relevant applications and records, including leads and opportunities, can be granted to partners.

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16
Q

third party apps integration

A

third-party applications can be integrated with the partner site to centralize aspects such as pricing and inventory

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17
Q

sales collaboration

A

leads can be captured from marketing campaigns and websites, and then distributed to qualified channel partners in the partner site

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18
Q

centralized information

A

Personalized information and training content can be made available to partners in different locations

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19
Q

CPQ integration

A

can be integrated with a partner site to extend the functionality of generating branded and customized proposals and contracts

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20
Q

what template can be used to create a partner site?

A

partner central

21
Q

external access to reports benefits?

A

customizable reports and dashboards can be shared with partners to ensure alignment with the company’s key goals.

22
Q

what do market development funds allow for in partner sites

A

the administration of market development funds.

23
Q

channel partners

A

work with Salesforce to resell its products and services, often with customizations specific to each individual buyer.

24
Q

can create marketing budgets and hierarchy of child budgets, which allows channel partners to manage their own market funds

A

channel account managers

25
Q

access for market development funds to channel partners allows for what

A

market development funds can be granted to channel partners so that they can help market and create awareness about a company’s brand

26
Q

access for market development funds to channel partners allows for what

A

allows for them to help market and create awareness about a company’s brand

27
Q

employee sites

A

an employee site can be created to give employees access to features and resources such as onboarding, training, recruiting, ticketing, and human resource enquiries

28
Q

why are site sharing and security feature important?

A

to give proper object access and permissions to external users.

29
Q

how is a site users access controlled by?

A

same as any salesforce user by profiles or permission sets

30
Q

can organizational-wide-defaults be set for internal and external users?

A

yes, external owd can be used for site users who require access to record they do not own

31
Q

site sharing and security features

A

site user visibility, security & authentication, authentication options

32
Q

site user visibility

A

is a setting to allow or remove the ability for site user’s to search for other users and see their profiles

33
Q

security & authentication

A

SAML(security assertion markup language) can be implemented for sites in order to use the single sign-on capability and to simplify and standardize user authentication

34
Q

authentication options

A

external users can log in using their credentials from other platforms such as facebook or another salesforce organization if authentication providers are setup

35
Q

a profile of an external user determines what?

A

the standard and custom objects as well as features that can be accessed.

36
Q

why would setting up an external sharing model be beneficial?

A

will help internal users extend information to external users with different levels of access.

37
Q

customer service template

A

allows sharing record data for accounts, cases, contacts ,tasks, events, and custom objects with minimal configuration

38
Q

share group

A

can be used to share records owned by customer community license holders with internal and external users in the site

39
Q

sharing set

A

can be used to grant high-volume users access to any record associated with an account or contact that matches the user’s account or contact.

40
Q

for partner community and customer community plus licenses how many roles can be set up?

A

up to three: executive, manager, and user but the system default is one.

41
Q

do not have roles in salesforce, so they can’t take advantage of role-based sharing

A

customer community license holder

42
Q

super user

A

can be enabled for anyone with a partner community or customer community plus license. granting them access to external users in a site lets them access more data and records regardless of sharing rules and OWD. They can access data that is owned by other partner users who have the same role or a role below them

43
Q

what is used to customize the initial appearance of the site and further customize it?

A

visual force

44
Q

chatter questions

A

is a chatter feature that allows users to ask questions in the internal chatter feed or communities for a more inclusive collaboration. can be used in groups, profiles, objects, topics, news feed

45
Q

related questions

A

after a question is entered, similar questions can be displayed which may have a related answer

46
Q

article suggestions

A

after a question is entered, knowledge articles can be displayed which may answer the question. this needs to be enabled

47
Q

Best answer selection

A

the person who asked the question or moderator can select the best answer

48
Q

reports on response time

A

a report can be created to determine how long a question typically gets a first comment and a best answer

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