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Difficulty: EasySelf-Service Portals and Experience Cloud for Support

An administrator is setting up an Experience Cloud site for customer support and needs to configure access and licensing capabilities. Match each Experience Cloud feature or license type on the left with its corresponding administration capability on the right.

  • Customer Community LicenseProvides high-volume self-service access to Cases and Knowledge without access to Salesforce role hierarchies.
  • Customer Community Plus LicenseSupports advanced record sharing capabilities including role hierarchies and manual record sharing for external users.
  • Sharing SetGrants high-volume portal users access to records related to their Account or Contact records.
  • Guest User ProfileConfigures unauthenticated public access to published Knowledge articles and site pages.

Answer

Customer Community License pairs with high-volume self-service access without role hierarchies; Customer Community Plus License pairs with supporting role hierarchies and advanced sharing; Sharing Set pairs with granting high-volume users access to records related to their Account or Contact; Guest User Profile pairs with configuring unauthenticated public access.
Each feature correctly corresponds to its Salesforce portal security and architecture function. Customer Community is tailored for high-volume self-service without roles; Customer Community Plus adds role hierarchy capabilities; Sharing Sets provide record access for high-volume portal users based on Account/Contact relationships; Guest User Profiles control unauthenticated public site visibility.

Step-by-Step Solution

1
Identify the high-volume portal license that does not support role hierarchies.
Customer Community License matches high-volume self-service access without roles.
Customer Community users are intended for peer-to-peer or basic self-service and lack roles in the Salesforce hierarchy.
2
Identify the external user license that supports role hierarchies.
Customer Community Plus License matches advanced sharing and role hierarchy support.
Customer Community Plus licenses allocate roles to external users, allowing hierarchy-based sharing rules.
3
Determine the access tool used for record visibility in high-volume community licenses.
Sharing Set matches granting access to records related to an Account or Contact.
Sharing sets map user Contact/Account fields to record lookup fields to grant record access without roles.
4
Identify the component responsible for public site access.
Guest User Profile matches unauthenticated public access configuration.
Each Experience Cloud site has a dedicated guest user profile to manage object and field permissions for non-logged-in visitors.

Key Concept

Experience Cloud Licensing and External Sharing Capabilities
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Topics

Self-Service Portals and Experience Cloud for Support

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