Experience Cloud Basics8% of the exam
Business use cases for Experience Cloud sites
Why companies build Experience Cloud sites (self-service and case deflection, partner channel sales, event microsites), why a site is a CRM-connected window rather than a static website, and how site purpose and segment goals decide between one site and several.
Illustrate the reasons for creating or utilizing an Experience for a specific use case.
~8 min read · 5 practice questions ·
What the exam expects
- Match a business goal (lower support cost, channel sales, event sign-ups, account access) to the kind of site that serves it.
- Explain why a CRM-connected site beats a static website or internal licenses for outsiders.
- Recognize which use cases need no community licenses (public article reading by guests).
- Define site purpose, audience, goals and success measures before choosing a template.
- Decide between one site and several sites in the same org when audiences have different goals.
Key terms:
- Experience Cloud site: a branded digital experience connected to your CRM.
- Case deflection: a customer solves an issue through self-service (articles, peers) instead of opening a case with an agent.
- Site purpose: the one-sentence answer to "The purpose of my site is to ___" that drives audience, goals and template.
- Guest user: an unauthenticated visitor; guests don't consume external licenses.
Key facts
Internal licenses for outsiders
- Detail
- Highly discouraged; external licenses are the only ones suited to an external-facing site
Public knowledge base
- Detail
- Needs no community licenses; guests read articles on public pages
Guest users and licenses
- Detail
- Guests don't use up any external licenses
Sites per org
- Detail
- Up to 100; active, inactive and preview sites (including Visualforce) count
Partner Central prerequisite
- Detail
- At least one Partner Community license
Event sign-ups
- Detail
- Microsite (LWR) Lead Form component sends visitor information to the Lead object
Self-service measures
- Detail
- Deflected cases, agent time per case, customer satisfaction, NPS
Planning order
- Detail
- Purpose first; it drives audience, conversion actions, goals, measurements and template
Sources for this section (4)
- Experience Cloud User Licenseshelp.salesforce.com (opens in a new tab)
- Which Experience Cloud Template Should I Use?help.salesforce.com (opens in a new tab)
- Elevate Customer Engagementtrailhead.salesforce.com (opens in a new tab)
- Define Your Site Vision and Purposehelp.salesforce.com (opens in a new tab)
- Why does a self-service site lower the cost per case?
- When does a site need no community licenses at all?
- Why define the site purpose before choosing a template?
- Which template captures event sign-ups as leads?
The questions are free to read. Answers with their sources and self-grading are included with the pack.
Keep reading with the Experience Cloud Consultant pack
- Core concepts
- Exam traps
- Worked scenario
The pack includes:
- All 37 lessons of the Experience Cloud Consultant guide, with reading progress
- Interactive decision walks and step-by-step sequence steppers
- Inline practice questions and one-click topic practice (5 questions for this lesson)
- An official source cited for every claim
- An AI tutor that answers from the guide
- Unlimited timed practice exams