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Which three topic types can be used in an Aura site? Choose 3 answers
A. Content Topic
B. Standard Topic
C. Featured Topic
D. Navigational Topic
E. Deleted Topic
Explanation:
Three topic types that can be used in an Aura site are:
Standard Topic. This is a topic that is created by users or administrators and assigned to content, such as posts, files, or articles. Users can follow or unfollow standard topics and see the related content on the topic detail page.
Featured Topic. This is a topic that is selected by administrators to highlight important or popular content on the site. Featured topics appear on the home page or on the topic catalog page of the site.
Navigational Topic. This is a topic that is used to organize content into categories or subcategories on the site. Navigational topics appear on the navigation menu of the site and allow users to browse content by topic.
Universal Containers (UC) would like to create a site for its existing customers. The site will contain articles, manuals, and FAQs. The site will also contain access to UC's Contracts object specific to each customer and the ability for customers to update their billing information, requiring them to log in to the site to access any information. Which template should UC select when building its site?
A. Customer Service
B. Customer Account Portal
C. Partner Central
D. Help Center
Explanation:
The Customer Account Portal template is designed for creating a site for existing customers who need to access their account information, such as contracts, billing, and support. The template includes features such as login, registration, profile management, case management, and commerce integration. The template also supports Knowledge articles, manuals, and FAQs.
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. Number of lead records created
B. CSAT (Customer Satisfaction score)
C. Case deflection
D. Average Handle Time compared to Bot Session Time
E. Case Type by Issue
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.
Universal Containers (UC) has hired UX designers to help improve brand recognition and has a new style guide it needs to implement to unify branding across all of its Experience sites. What should UC do to accomplish this?
A. Create a custom theme to apply to all Experience sites.
B. Reference a shared Bootstrap CSS file in all of the sites.
C. Create a custom template to apply to all Experience sites.
D. Send the style guide to Experience managers to implement.
Explanation:
To implement the new style guide and unify branding across all of its Experience sites, UC should create a custom theme and apply it to all sites. A theme is a collection of branding assets and style settings that define the look and feel of your site. You can create a custom theme that matches your style guide and apply it to multiple sites using the Theme Management feature in Experience Builder.
DreamHouse Realty (DR) has active participation of home owners and prospective buyers in its Experience Cloud site that uses Chatter. Recently, DR observed a significant number of comments being marked as spam. OR's Salesforce and Security teams did further analysis and identified the posts made by the spammers. OR's Management team has decided to remove all the spammers' posts and comments from the Experience Cloud site. What should the Experience Cloud consultant recommend to remove them?
A. Utilize the Insights reports by creating and using a custom action to remove all the spammers' posts and comments.
B. Submit a high-priority case with Salesforce Support to remove all of the spammers' posts and comments. The site will be under maintenance state until resolution.
C. Experience Cloud site managers, moderators, and admms work together to remove all the spammers' posts and comments manually.
D. Enable Experience Cloud Einstein features to remove all the spammers" posts and comments as a background action.
Explanation:
To remove all the spammers’ posts and comments from the Experience Cloud site, DR should utilize the Insights reports by creating and using a custom action to remove them. Insights reports are reports that show the activity and engagement metrics on DR’s site, such as page views, likes, comments, flags, and moderation actions. DR can use Insights reports to identify the spammers’ posts and comments based on the flagging reasons or other criteria. DR can also create a custom action that allows DR to remove multiple posts or comments at once from the Insights reports.
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