(Service and support applications 13%) Describe the capabilities of the salesforce experience cloud sites Flashcards
capabilities of salesforce experience cloud sites
types of cloud sites, questions, ideas, responsive templates, salesforce tabs & visual force, sharing & security
experience cloud site
enables information to be shared and collaboration with customers and partners
types of experience cloud sites
customer site, partner site, employer site
customer site in experience cloud?
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.
partner site in experience cloud?
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
employee site in experience cloud?
an employee sit can be created to give employees access to features and resources such as on boarding training, recruiting, ticketing, etc.
communities license types
customer self service, partner relationship management, stakeholder engagement
how is a customer community user license used for and what all is in it?
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.
how is partner community user licenses used for and what all is in it?
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
how is commerce portals community licenses used and what all is in it?
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.
customer sites
can be created to provide a customer service to customers or give them access to their data
what two things can be created in customer sites?
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
what are partner sites and their features
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
partner sites
external access, third party apps integration, sales collaboration, centralized information, cpq integration
external access
access to relevant applications and records, including leads and opportunities, can be granted to partners.
third party apps integration
third-party applications can be integrated with the partner site to centralize aspects such as pricing and inventory
sales collaboration
leads can be captured from marketing campaigns and websites, and then distributed to qualified channel partners in the partner site
centralized information
Personalized information and training content can be made available to partners in different locations
CPQ integration
can be integrated with a partner site to extend the functionality of generating branded and customized proposals and contracts
what template can be used to create a partner site?
partner central
external access to reports benefits?
customizable reports and dashboards can be shared with partners to ensure alignment with the company’s key goals.
what do market development funds allow for in partner sites
the administration of market development funds.
channel partners
work with Salesforce to resell its products and services, often with customizations specific to each individual buyer.
can create marketing budgets and hierarchy of child budgets, which allows channel partners to manage their own market funds
channel account managers
access for market development funds to channel partners allows for what
market development funds can be granted to channel partners so that they can help market and create awareness about a company’s brand
access for market development funds to channel partners allows for what
allows for them to help market and create awareness about a company’s brand
employee sites
an employee site can be created to give employees access to features and resources such as onboarding, training, recruiting, ticketing, and human resource enquiries
why are site sharing and security feature important?
to give proper object access and permissions to external users.
how is a site users access controlled by?
same as any salesforce user by profiles or permission sets
can organizational-wide-defaults be set for internal and external users?
yes, external owd can be used for site users who require access to record they do not own
site sharing and security features
site user visibility, security & authentication, authentication options
site user visibility
is a setting to allow or remove the ability for site user’s to search for other users and see their profiles
security & authentication
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
authentication options
external users can log in using their credentials from other platforms such as facebook or another salesforce organization if authentication providers are setup
a profile of an external user determines what?
the standard and custom objects as well as features that can be accessed.
why would setting up an external sharing model be beneficial?
will help internal users extend information to external users with different levels of access.
customer service template
allows sharing record data for accounts, cases, contacts ,tasks, events, and custom objects with minimal configuration
share group
can be used to share records owned by customer community license holders with internal and external users in the site
sharing set
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.
for partner community and customer community plus licenses how many roles can be set up?
up to three: executive, manager, and user but the system default is one.
do not have roles in salesforce, so they can’t take advantage of role-based sharing
customer community license holder
super user
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
what is used to customize the initial appearance of the site and further customize it?
visual force
chatter questions
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
related questions
after a question is entered, similar questions can be displayed which may have a related answer
article suggestions
after a question is entered, knowledge articles can be displayed which may answer the question. this needs to be enabled
Best answer selection
the person who asked the question or moderator can select the best answer
reports on response time
a report can be created to determine how long a question typically gets a first comment and a best answer
