Education-Cloud-Consultant Salesforce Certified Education Cloud Consultant Exam (SU24) Questions and Answers

 The consultant should use an Opportunity report to meet the business requirement of showing the pipeline of custom programs for the Executive Education department. An Opportunity report is a type of report that shows information about Opportunities, such as amount, stage, probability, or close date. An Opportunity report can help the department director know the pipeline of custom programs by showing the distribution and performance of Opportunities by various criteria, such as program type, account, or owner. Creating a custom report type, setting up an Affiliations report, or configuring a list view are not ways to meet the business requirement of showing the pipeline of custom programs for the Executive Education department. References:

https://help.salesforce.com/s/articleView?id=sf.reports_standard_opp.htm &type=5

https://trailhead.salesforce.com/en/content/learn/modules/reports_dashboards/reports_dashboards_funnel

Experience Cloud is a solution that the Marketing team can consider that will enable former students to update their email address. Experience Cloud allows the college to create a branded online community where former students can log in, view and edit their profile information, and interact with other alumni. Experience Cloud also integrates with Salesforce, so any changes made by the former students in the community will be reflected in their Contact records. Social Studio, Salesforce Engage, and Salesforce Inbox are not solutions that can enable former students to update their email address. References:

https://www.salesforce.com/products/experience-cloud/overview/

https://trailhead.salesforce.com/en/content/learn/modules/community_rollout_impl/community_rollout_impl_basics

Person Account is an account model that the consultant should select to meet the requirement of associating the residence hall address information to the international student Contact and Account record. Person Account is a feature that allows users to store information about individual people who are not associated with an Account, such as students or applicants. Person Account also allows users to store multiple addresses for a Contact or an Account using Address Management. The consultant should enable Person Accounts and use them to store information about international students and their residence hall addresses. Standard Account, Household Account, and Administrative Account are not account models that can meet the requirement of associating the residence hall address information to the international student Contact and Account record. References:

https://help.salesforce.com/s/articleView?id=sf.accounts_person_behavior.htm &type=5

https://powerofus.force.com/s/article/EDA-Addresses

The consultant should consider Program Management Module as a Salesforce solution to track program costs within its budget and related revenue streams each program brings to the school for the school for continuing education. Program Management Module is a product that allows users to manage programs, services, or interventions for their constituents. Program Management Module can help the school for continuingeducation track program costs within its budget and related revenue streams each program brings to the school by using features such as Programs, Services, Service Deliveries, or Service Reports. The consultant can also leverage other tools such as reports, dashboards, or formulas to track and analyze program costs and revenue streams. Accounting Subledger, Grants Management, or Marketing Cloud are not Salesforce solutions that can track program costs within its budget and related revenue streams each program brings to the school for the school for continuing education. References:

https://www.salesforce.org/products/program-management-module/overview/

https://powerofus.force.com/s/article/PMM-Overview

Affiliation is an object in EDA that indicates a student’s major or primary course of study. Affiliation is an object that represents a relationship between a Contact and an Account or another Contact. Affiliation can be used to track various types of relationships, such as student, faculty, staff, alumni, donor, or advisor. The consultant can create an Affiliation record for each student and associate it with their major or primary course of study. Education History, Relationship, and Program Plan Requirement are not objects in EDA that indicate a student’s major or primary course of study. References:

https://powerofus.force.com/s/article/EDA-Affiliations

https://powerofus.force.com/s/article/EDA-Affiliations-Mappings

One benefit of Open Source Common Projects that the consultant can share with the college is that projects go through a Salesforce Security review. This means that the projects are evaluated and approved by Salesforce for their security standards and best practices. This ensures that the projects are safe and reliable for customers to use. Projects are not owned solely by Salesforce.org, but rather by the community. Projects do not focus on replacing paid solutions, but rather on enhancing existing solutions or addressing gaps. Projects do not allow only a few participants, but rather welcome anyone who wants to contribute. References:

https://www.salesforce.org/open-source-commons/

https://www.salesforce.org/blog/announcing-open-source-commons/

A CRM strategy is a plan that outlines how an organization will use Salesforce to achieve its goals and objectives. A consultant should recommend prioritizing the organization’s initiatives as part of the CRM strategy, as this will help align the Salesforce solution with the most important and urgent needs of the Advancement office, such as fundraising, donor engagement, alumni relations, etc. Prioritizing the initiatives will also help define the scope, timeline, and budget of the project, as well as the key stakeholders, success metrics, and risks involved2. Implementing Nonprofit Success Pack (NPSP) is a possible solution option, but not a recommendation for the CRM strategy. Starting solution design during a discovery session is a project management best practice, but not a recommendation for the CRM strategy.

The consultant should recommend an app on the AppExchange to create a declaratively configured, public-facing form that creates data in Salesforce, such as FormAssembly or Formstack, which are web form builders that integrate with Salesforce. Process Builder is a tool that automates business processes based on certain criteria or actions, not a form builder. Email-to-case is a feature that converts emails from customers into cases in Salesforce, not a form builder. References:

https://appexchange.salesforce.com/appxStore?type=Product &keywords=form

https://help.salesforce.com/s/articleView?id=sf.process_overview.htm &type=5

The consultant should discuss with the university that the recommended default Account record is the Administrative Account record type, not the Educational Institution record type. The Administrative Account record type is used to group Contacts that are related to an educational institution, such as students, faculty, staff, and alumni. The Educational Institution record type is used to represent another educational institution thatis not the primary one, such as a high school or a partner school. The system admin should select the Administrative Account record type in the EDA Default Account Model in EDA Settings to group students by colleges within the university. The other options are not considerations that the consultant should discuss with the university. References:

https://powerofus.force.com/s/article/EDA-Accounts

https://powerofus.force.com/s/article/EDA-Settings

Salesforce.org releases are approximately two weeks after Salesforce.com releases. This means that Salesforce.org customers can benefit from both platform enhancements and industry-specific solutions in a timely manner. The other options are incorrect because they do not reflect the actual release cadence of Salesforce.org. References:

https://powerofus.force.com/s/article/SFDO-Release-Schedule

https://www.salesforce.org/blog/salesforce-org-release-schedule/

A Chatter group is what the consultant should create to meet the requirement of creating a resource for the CoE where users can vote on suggestions and collaborate with each other. A Chatter group is a feature that allows users to share ideas, files, polls, and events with a specific set of people. Users can also like and comment on posts, and follow topics and people in a Chatter group. A Public Group, a Success Team, and a Queue are not features that can create a resource for the CoE where users can vote on suggestions and collaborate with each other. References:

https://help.salesforce.com/s/articleView?id=sf.collab_groups_overview.htm &type=5

https://trailhead.salesforce.com/en/content/learn/modules/chatter_basics/chatter_basics_groups

The consultant should recommend to hold a standing committee meeting as a governance best practice for the CRM steering committee that oversees the university’s Salesforce implementation. A standing committee meeting is a meeting that occurs regularly and consistently with a fixed agenda and attendees. A standing committee meeting can help the CRM steering committee oversee the university’s Salesforce implementation by providing a forum to review progress, discuss issues, make decisions, or communicate updates. Assigning only department leaders as champions, asking committee members to join a local Salesforce group, or creating a change management plan are not governance best practices that the consultant should recommend for the CRM steering committee that oversees the university’s Salesforce implementation. References:

https://www.salesforce.org/wp-content/uploads/2019/03/Education_Cloud_COE_Guide.pdf

https://trailhead.salesforce.com/en/content/learn/modules/org-change-management

Opportunity Funnel report is a report chart that the consultant can implement to help recruiters visualize the number of prospective students at various stages in the recruitment process. Opportunity Funnel report is a type of report that shows the distribution of Opportunities by stage, amount, or probability. Opportunity Funnel report can be used to track the progress and performance of the recruitment pipeline, and identify bottlenecks or opportunities for improvement. Application Tabular report, Education History dashboard, and Program Enrollment dashboard are not report charts that can help recruiters visualize the number of prospective students at various stages in the recruitment process. References:

https://help.salesforce.com/s/articleView?id=sf.reports_charts_funnel.htm &type=5

https://trailhead.salesforce.com/en/content/learn/modules/reports_dashboards/reports_dashboards_funnel

Measuring Implementation Success:

Thepercentage of staff logins each monthis a strong indicator of user adoption and engagement with the new system. High login rates suggest that staff members are regularly using Education Cloud for their daily tasks.

Why Percentage of Staff Logins:

User Adoption: Frequent logins indicate that staff are actively using the system, which is critical for the success of the implementation.

Engagement: High engagement rates reflect that the staff find the system useful and are leveraging it to manage their workflows.

Data Accuracy: Regular use ensures that data entered into the system is current and accurate, improving overall data quality.

How to Track:

Login Reports: Create reports in Salesforce to track the number of logins by staff members each month.

Dashboards: Set up dashboards to visualize login trends and identify patterns or areas needing improvement.

Steps to Implement:

Create Login Report:

Navigate to theReportstab and create a new report based on theUser Login Historyobject.

Include fields such as User Name, Login Date, and Login Time.

Group the data by month to calculate the percentage of active users.

Set Up Dashboard:

Create a dashboard that displays the login data.

Use charts and graphs to visualize the percentage of staff logins each month.

References:

Salesforce Documentation:User Login History

Salesforce Help:Creating Reports and Dashboards

The consultant should review the institution’s strategic plan to prepare for a successful Education Cloud discovery session. The strategic plan is a document that outlines the institution’s vision, mission, goals, and priorities for the future. By reviewing the strategic plan, the consultant can understand the institution’s context, challenges, opportunities, and expectations. The consultant can also align the discovery session agenda and questions with the strategic plan. Creating an Education Cloud storyboard, listing the current challenges in education, and building the institution’s technology roadmap are not tasks that the consultant should do to prepare for a discovery session. References:

https://trailhead.salesforce.com/en/content/learn/modules/education-cloud-basics/education-cloud-basics-discovery

https://www.salesforce.org/wp-content/uploads/2019/03/Education_Cloud_Discovery_Guide.pdf

Ownership data skew is what the consultant should discuss with the university, because it is a potential performance issue that can occur when a large number of records are owned by a single user. In this case, the Integration User owns over one million Contactrecords, which can cause slow or failed queries, reports, or list views. The consultant should advise the university to distribute the ownership of the records among multiple users or queues to avoid ownership data skew. API call limits, account data skew, and OAuth token limits are not relevant to this scenario. References:

https://help.salesforce.com/s/articleView?id=sf.data_skew_ownership.htm &type=5

https://developer.salesforce.com/blogs/engineering/2012/04/avoid-account-data-skew-for-peak-performance.html

The consultant should recommend the school to build a Center of Excellence, because this can ensure that the expansion of their Salesforce environment is efficient, scalable, and will meet the needs of new and existing users. A Center of Excellence is a team or a group of teams that provide leadership, best practices, governance, and support for Salesforce within an organization. A Center of Excellence can help the school align their Salesforce strategy with their business goals, manage change and adoption, optimize performance and security, and foster innovation and collaboration. Creating a Trailmix for new users, granting System Admin access for each department leader, and encouraging users to post ideas on Chatter are not recommendations that can ensure that theexpansion of the Salesforce environment is efficient, scalable, and will meet the needs of new and existing users. References:

https://www.salesforce.org/wp-content/uploads/2019/03/Education_Cloud_COE_Guide.pdf

https://trailhead.salesforce.com/en/content/learn/modules/center-of-excellence-basics

Tableau Public is a solution that the consultant can recommend to meet the requirement of providing a free platform to instruct students on data visualization. Tableau Public is a product that allows users to create and share interactive data visualizations online, using various types of data sources and charts. Tableau Public is free and accessible to anyone who wants to learn data visualization skills and techniques. Tableau CRM, Student Success Hub, and Trailhead are not solutions that can provide a free platform to instruct students on data visualization. References:

https://public.tableau.com/en-us/s/

https://www.tableau.com/academic/students

A Contact and Account report can be used to segment business school alumni by Household who work for Fortune 500 companies using Cross Filters. The report can filter Contacts by their Primary Affiliation to the business school and their Household Account Name, and then use a Cross Filter to show Accounts with Account Type equals Fortune 500. A Contact and Affiliations report can show the affiliation details of Contacts, but not their Household information. A Contact and Relationships report can show the relationship details of Contacts, but not their Account Type. References:

https://help.salesforce.com/s/articleView?id=sf.reports_cross_filters.htm &type=5

https://powerofus.force.com/s/article/EDA-Reports

The consultant should discuss with the Recruitment office that EDA requires custom automation for lead conversion as a compatibility consideration for using Pardot and Salesforce with EDA. Lead conversion is a process that converts a Lead record into anAccount, a Contact, and an Opportunity record in Salesforce. EDA does not support the standard lead conversion process in Salesforce, because it uses different account models and objects to store information about individuals and organizations. The consultant should create custom automation for lead conversion, such as using Process Builder, Flow, or Apex, to map the Lead fields to the appropriate EDA fields and objects. Pardot being incompatible with the Household account model, the Do Not Contact TDTM record needing to be disabled, or Pardot being able to create only Leads and Contacts are not compatibility considerations for using Pardot and Salesforce with EDA. References:

https://powerofus.force.com/s/article/EDA-Lead-Conversion

https://trailhead.salesforce.com/en/content/learn/modules/pardot-basics

Program Enrollment is an EDA object that tracks the enrollment of a student in a specific program or course of study. It can store information such as the program name, start and end dates, status, and credits earned. The consultant should use this object to meet the requirement of tracking new students and their current course of study for the Undergraduate Admissions office. References: [Salesforce Education Cloud Academy: Consultant Fundamentals], [EDA Data Model]

Einstein Bots are chatbots that can automate conversations with prospective students on various channels, such as SMS, social media, and email. They can provide information, answer questions, collect data, and hand off the conversation to a human agent if needed. Einstein Bots can help the Recruitment and Admissions office to track digital engagement and interactions with prospects on their mobile devices, and improve the student experience12. Salesforce Maps is a location intelligence solution that helps sales and service teams optimize their territories, routes, and schedules3. Activity timeline is a feature that displays a chronological list of activities related to a record, such as calls, emails, meetings, and tasks4. Neither of these solutions are directly relevant to the scenario described in the question.

The data should be imported in the order of Account, Term, Program Enrollment, and Course records for the career center that plans to use Student Success Hub and is preparing to import student data. The order of data import is important to ensure that the data is consistent and accurate in Salesforce and that the relationships between the objects are maintained. The data should be imported in the order of Account, Term, Program Enrollment, and Course records because these objects have dependencies or lookups to each other. For example, a Program Enrollment record has a lookup to an Account record and a Term record, and a Course record has a lookup to a Term record. Importing the data in this order can help avoid errors or missing data. Course, Course Offering, Program Plan, and Affiliation records or Account, Term, Course, and Course Offering records are not correct orders of data import for the career center that plans to use Student Success Hub and is preparing to import student data. References:

https://powerofus.force.com/s/article/EDA-Data-Import

https://powerofus.force.com/s/article/EDA-Program-Enrollments

The Education Data Architecture (EDA) provides a feature to track and manage multiple addresses for contacts and accounts using the Address object1. The Address object has a field called “Inactive” that indicates whether the address is currently in use or not2. By selecting the “Inactive” checkbox on the Address record, the consultant can mark the address as inactive and have it sync to the contact record. The contact record will then show the inactive address in the Mailing Address field, with a strike-through line to indicate that it is no longer valid3.

Setting the inactive address on the contact record through integration is not a recommended solution, as it would bypass the EDA address management feature and create inconsistency between the contact and address records. Developing a custom trigger to update the contact record is also not necessary, as EDA already provides a built-in mechanism to handle inactive addresses using the Address object.

References:

1: Understand Addresses in EDA - Salesforce

2: EDA Object Reference - Salesforce

3: Manage Simple Changes to Address Records - Salesforce

Service Cloud is a solution that the consultant can recommend to track and measure average resolution times and escalations associated with student requests for password resets. Service Cloud allows the help desk to create, manage, and resolve cases that represent student issues or problems. Service Cloud also provides reports and dashboards that show key metrics such as resolution time, escalation rate, and customer satisfaction. Salesforce Identity, Digital Engagement, and Einstein Next Best Action are not solutions that can track and measure average resolution times and escalations associated with student requests for password resets. References:

https://www.salesforce.com/products/service-cloud/overview/

https://trailhead.salesforce.com/en/content/learn/modules/service_cloud_basics

The consultant should confirm that Student Success Hub requires Education Data Architecture (EDA) as an operational requirement. Student Success Hub is a solution that extends EDA to meet the needs of student services and support. Student Success Hub provides features such as Early Alerts, Success Plans, Pathways, and Advising Events. Student Success Hub requires EDA to be installed and configured in the Salesforce environment before installing Student Success Hub. Einstein Bots being enabled prior to installing Student Success Hub, Read, Create and Edit access to Contacts, Accounts, and Cases being required, or Student Success Hub requiring the K-12 Architecture Kit are not operational requirements that the consultant should confirm. References:

https://www.salesforce.org/products/student-success-hub/overview/

https://powerofus.force.com/s/article/SSHub-Installation

The consultant should ensure that there is data in the Appointment attendee object for the Student Success Hub Tableau Accelerator, because it tracks the attendance and outcomes of appointments between students and advisors. The Availability Topic object defines the topics that advisors can offer appointments for, but it does not track appointment data. The Behavior Incident object tracks the incidents and interventions related to student behavior, not appointments. References:

https://help.salesforce.com/s/articleView?id=sf.ssh_tableau_accelerator.htm &type=5

https://help.salesforce.com/s/articleView?id=sf.ssh_appointment_attendee.htm &type=5

https://help.salesforce.com/s/articleView?id=sf.ssh_availability_topic.htm &type=5

https://help.salesforce.com/s/articleView?id=sf.ssh_behavior_incident.htm &type=5

The consultant should discuss with the Alumni Association the option of leveraging a third-party app to support event management, such as Eventbrite or Fonteva Events, which are available on the AppExchange. Education Cloud does not have a native event management solution. Installing Insights Platform or NPSP into their Education Cloud environment are not relevant considerations for event management. References:

https://trailhead.salesforce.com/en/content/learn/modules/education-cloud-basics/education-cloud-solutions

https://appexchange.salesforce.com/appxStore?type=Product &keywords=event

Customer Community Plus and Education Data Architecture (EDA) are two options that are required to use Advisor Link. Customer Community Plus is a license type that enables users to access Advisor Link features such as early alerts, appointments, and program plans from a portal. EDA is a data model that provides the foundation for Advisor Link and other education solutions. Person Accounts and Lightning Scheduler are not required to use Advisor Link. References:

https://help.salesforce.com/s/articleView?id=sf.eda_advisor_link_requirements.htm &type=5

https://www.salesforce.org/advisor-link/

Enabling Education Cloud in Existing Environment:

To enable Education Cloud in an existing Salesforce environment, the consultant needs to start by configuring the necessary settings within the Salesforce setup.

Steps to Enable Education Cloud:

Access Setup: Log in to the Salesforce org and navigate toSetup.

Search for Education Cloud Settings: In the Quick Find box, type "Education Cloud" and select the relevant settings to enable the features.

Configure Features: Enable and configure the desired Education Cloud features such as Student Success Hub, Admissions Connect, and more.

Testing in Sandbox: Initially, perform these steps in a sandbox environment to ensure everything works correctly before deploying to production.

Verification:

Ensure all necessary Education Cloud components are enabled and configured correctly.

Conduct thorough testing in the sandbox to validate functionality.

References:

Salesforce Help:Enable Education Cloud

The consultant should discuss with the IT department that the code of open source solutions is directly accessible, which means that they can view, modify, and customize it according to their needs. However, this also means that they are responsible for maintaining and updating the code, as well as ensuring its security and compatibility. The code of open source solutions is not maintained by Salesforce developers or updated via Salesforce Releases. References:

https://trailhead.salesforce.com/en/content/learn/modules/open-source-commons/open-source-basics

https://trailhead.salesforce.com/en/content/learn/modules/open-source-commons/open-source-projects

The Admissions Insights dashboard in Salesforce Education Cloud provides a comprehensive view of the admissions process, offering pre-built reports and dashboards that track key metrics such as application status, total number of applications, and comparisons to previous periods. This dashboard allows staff to easily monitor and analyze admissions data without the need to create custom dashboards from scratch, thus maximizing the value of their Education Cloud org and CRM Analytics.

References:

Admissions Connect

CRM Analytics for Education

Program Management in Salesforce Education Cloud is designed to track and manage various programs offered by educational institutions, including assistance programs like school lunch programs. This feature allows schools to track which students are enrolled in specific programs, manage program details, and report on program outcomes. Program Management provides a centralized way to handle various types of assistance and ensures that the school can efficiently manage and monitor the support provided to students.

References:

Program Management Module

Salesforce Education Cloud for K-12

The consultant should advise that projects use CumulusCI for continuous integration and deployment, which is a tool that automates the development and release process of Salesforce applications. Projects are not required to have at least one Salesforce staff person on the project team, although they may have some Salesforce employees as contributors or advisors. Projects do not have to be compatible with the Education Data Architecture (EDA), although some projects may use EDA as a foundation or extension. References:

https://trailhead.salesforce.com/en/content/learn/modules/open-source-commons/open-source-projects

https://trailhead.salesforce.com/en/content/learn/modules/cumulusci-basics

Multi-factor authentication is an identity management feature that the consultant can recommend to meet the requirement of authenticating to internal systems both by logging in with a username and password and by authenticating via an app on their phone. Multi-factor authentication is a feature that adds an extra layer of security to the login process by requiring users to verify their identity using a second factor, such as a mobile app, a security key, or an email link. Multi-factor authentication can help prevent unauthorized access and protect sensitive data. Single sign-on, connected apps, and social sign-on are not identity management features that require users to authenticate to internal systems both by logging in with a username and password and by authenticating via an app on their phone. References:

https://help.salesforce.com/s/articleView?id=sf.identity_mfa.htm &type=5

https://trailhead.salesforce.com/en/content/learn/modules/identity_login/identity_login_mfa

The consultant should advise that the application form requires OmniStudio as a consideration when using Admissions Connect to process student applications for the Admissions office. OmniStudio is a product that allows users to create and manage digital experiences for customers or constituents. OmniStudio is required to create and customize the application form in Admissions Connect, which is the online form that applicants use to submit their information and documents for admission. The consultant should advise that the application form requires OmniStudio as a consideration when using Admissions Connect to process student applications for the Admissions office by explaining the benefits and challenges of using OmniStudio for creating and customizing the application form, such as flexibility, functionality, or configuration. Admissions Connect requires a third-party app, Experience Cloud is required, or Application Review requires Tableau CRM are not considerations that the consultant should advise when using Admissions Connect to process student applications for the Admissions office. References:

https://www.salesforce.org/products/admissions-connect/overview/

https://www.salesforce.org/wp-content/uploads/2021/06/Salesforce.org-Admissions-Connect-Tableau-Accelerator.pdf

The consultant should discuss with the client that the business user case requires a full Salesforce license, not other license types. A full Salesforce license allows users to access standard CRM functionality, such as Accounts, Contacts, Opportunities, and Campaigns. This is what the recruitment staff need to access Opportunity and Campaign Member information about students. Other license types, such as Lightning Platform or Community licenses, have limited access to CRM functionality and may not meet the business user case. References:

https://help.salesforce.com/s/articleView?id=sf.users_license_types_available.htm &type=5

https://trailhead.salesforce.com/en/content/learn/modules/identity_basics/identity_basics_licenses

Understanding Licensing Requirements:

Full-time recruitment staff need access to Opportunity and Campaign Member objects, which are part of core Salesforce functionalities.

Salesforce Platform licenses have limitations on access to certain standard objects such as Opportunities and Campaigns, which are essential for the recruitment use case.

Business Use Case for Full Salesforce License:

Opportunity Management: Recruitment staff need to manage opportunities related to student admissions and engagement.

Campaign Management: Access to Campaign Members allows recruitment staff to track and manage student participation in various recruitment campaigns.

Advanced CRM Functionalities: Full Salesforce licenses provide access to all Salesforce CRM capabilities, which are necessary for comprehensive recruitment operations.

Cost Considerations:

While full Salesforce licenses are more expensive than platform licenses, they provide the necessary functionality without limitations.

Discuss potential volume discounts or bundling options with Salesforce to mitigate costs.

Implementation Steps:

License Assignment: Ensure that full Salesforce licenses are assigned to recruitment staff.

Training: Provide training to recruitment staff on how to effectively use Opportunities and Campaign Members.

Customization: Customize Salesforce to meet specific recruitment needs, leveraging Opportunities and Campaign functionalities.

References:

Salesforce Licensing Guide:Salesforce Licenses

Experience Cloud is a solution that the consultant can recommend to meet the requirement of developing a tool for students to engage at scale, find answers to common questions and resources, and allow students to interact with student organizations. Experience Cloud is a product that allows users to create and manage digital experiences for customers, partners, or employees on any device or channel. Experience Cloud can help the university improve student retention by creating a student community that provides features such as forums, articles, chat, groups, events, or surveys. Pardot Engagement Studio, Interaction Studio, and Einstein Bots are not solutions that can meet the requirement of developing a tool for students to engage at scale, find answers to common questions and resources, and allow students to interact with student organizations. References:

https://www.salesforce.com/products/experience-cloud/overview/

https://trailhead.salesforce.com/en/content/learn/modules/community_rollout_impl/community_rollout_impl_introduction

The consultant should confirm that the director has end-user support for the project, because this is a key factor for a successful implementation. End-user support means that the people who will use Salesforce on a daily basis are involved in the project, provide feedback, receive training, and adopt the new system. The other options are already given in the scenario, so they do not need to be confirmed by the consultant. References:

https://trailhead.salesforce.com/en/content/learn/modules/education-cloud-basics/education-cloud-basics-key-stakeholders

https://trailhead.salesforce.com/en/content/learn/modules/education-cloud-basics/education-cloud-basics-change-management

The consultant should recommend the Standard account model for the Intellectual Property department, because it allows them to use the standard Account and Contact objects to manage their B2B business process, without creating additional records or relationships. The Household account model and the Administrative account model are designed for managing B2C or educational relationships, not B2B. References:

https://powerofus.force.com/s/article/EDA-Account-Model

https://help.salesforce.com/s/articleView?id=sf.account.htm &type=5

Configuring Availability for Appointments:

TheBenefit Scheduleobject is used in Education Cloud to manage availability for scheduling appointments.

This allows the institution to set up availability slots that students can book directly through a portal.

Setting Up Benefit Schedule:

Navigate to Setup: Go to the Salesforce Setup menu.

Create Benefit Schedules: Define the availability slots for counselors by creating Benefit Schedules.

Assign Benefit Schedules: Link these schedules to the respective counselors.

Integration with Portals:

Ensure that the portal used by students is configured to display available slots from the Benefit Schedule object.

Students can then book appointments directly based on the availability set in the Benefit Schedules.

Training and Adoption:

Provide training to counselors on managing their availability through Benefit Schedules.

Ensure students are aware of how to book appointments through the portal.

References:

Salesforce Education Cloud Documentation:Benefit Schedule

Einstein Prediction Builder is a solution that the consultant can recommend to help the Admissions Department determine the likelihood that accepted students will enroll at its school. Einstein Prediction Builder is a feature that allows users to create custom predictions based on their Salesforce data, using artificial intelligence. Einstein Prediction Builder can be used to predict various outcomes, such as churn, retention, conversion, or enrollment. The Admissions Department can use Einstein Prediction Builder to create a prediction field on the Opportunity object that indicates the probability of an accepted student enrolling at the school. Advisor Link Pathways, Tableau Prep Builder, and Einstein Next Best Action are not solutions that can help the Admissions Department determine the likelihood that accepted students will enroll at its school. References:

https://help.salesforce.com/s/articleView?id=sf.einstein_prediction_builder.htm &type=5

https://trailhead.salesforce.com/en/content/learn/modules/einstein_prediction_builder_basics

Setting the Default Account Model to Household will allow the university to capture Contact’s family information using Household Accounts, which are automatically created when new Contacts are added. Setting the Default Account Model to Administrative will create Administrative Accounts, which are used to group Contacts by their affiliation to an educational institution or organization, not by their family relationship. Populating the Account field with the Household record is not a valid action because the Account field is read-only and automatically populated based on the Default Account Model. References:

https://powerofus.force.com/s/article/EDA-Account-Model

https://powerofus.force.com/s/article/EDA-Accounts-and-Contacts

Chatter is a collaboration tool that allows users to share information, files, and feedback with each other. It can also be used to publicly recognize and reward early adopters who are using Salesforce effectively and demonstrating best practices. This can help motivate other users to adopt Salesforce and increase their engagement and productivity. Chatter can also facilitate peer-to-peer learning and support among users, as well as provide feedback and insights to the project team and sponsors. References:

Education Cloud Basics - Unit 5: Drive Adoption and Measure Success

Salesforce Help: Chatter Overview

CRM Analytics, formerly known as Einstein Analytics, is a powerful analytics tool within Salesforce that provides advanced data analysis and visualization capabilities. For the advancement team looking to determine whether they will meet their campaign goal, CRM Analytics can offer detailed insights into fundraising performance, donor contributions, and campaign progress. This tool allows the team to create dashboards and reports that track key metrics and help predict future outcomes based on historical data.

References:

CRM Analytics

Education Cloud for Advancement

Email Studio is a Salesforce email marketing tool that allows users to create, send, and track personalized email campaigns and mass communications1. Email Studio also provides features such as email scoring, which measures theengagement level of each email recipient based on their actions, such as opening, clicking, or unsubscribing2. Salesforce Inbox is a Salesforce tool that integrates email applications such as Outlook with Salesforce, allowing users to access CRM data and features from their email inbox3. Salesforce Inbox also enables users to send emails from their Outlook account or from Salesforce using branded email templates4.

Account Engagement is a Salesforce tool that provides insights and recommendations for sales reps to engage with their accounts based on AI analysis of email activity, web activity, and CRM data5. However, Account Engagement is not an email marketing tool that can score email activity from campaigns and mass communications. Salesforce Engage is a Salesforce tool that allows users to create personalized email campaigns using Marketing Cloud templates and track the responses in real time6. However, Salesforce Engage does not integrate with Outlook or allow users to send emails from their email inbox.

References:

1: Email Studio Overview - Salesforce

2: Email Scoring Basics - Salesforce

3: Salesforce Inbox Overview - Salesforce

4: Use Email Templates in Inbox - Salesforce

5: Account Engagement Overview - Salesforce

6: Engage Campaigns Overview - Salesforce

The consultant should recommend Trailblazer Community: Open Source Commons & Community Sprints as a resource where the customer can find more information on Salesforce.org solutions built by the community. Trailblazer Community is a platform that connects Salesforce customers, partners, employees, and enthusiasts to learn, share, and collaborate on Salesforce topics and projects. Trailblazer Community: Open Source Commons & Community Sprints is a group within Trailblazer Community thatprovides information on Salesforce.org solutions built by the community, such as open-source projects, community sprints, or community-led webinars. The customer can also join discussions, forums, or blogs related to Salesforce.org solutions built by the community on Trailblazer Community: Open Source Commons & Community Sprints. Product Documentation: Is a Pro Bono Project the Right Fit?, Trailblazer Community: Cumulus I (CCI), or AppExchange are not resources where the customer can find more information on Salesforce.org solutions built by the community. References:

https://trailhead.salesforce.com/en/content/learn/modules/trailblazer-community-basics

https://trailblazercommunitygroups.com/sprints/

The SFDO Open Source Contributors group in the Power of Us Hub is an additional group that the consultant can recommend so the university can find and collaborate on current open source projects. The SFDO Open Source Contributors group is a group that connects users who are interested in contributing to or learning from open source projects that are supported by Salesforce.org. The SFDO Open Source Contributors group provides access to resources, events, discussions, and opportunities related to various open source projects, such as EDA, NPSP, CumulusCI, or Metecho. The Sector: HigherEducation, SFDO Major Release Announcements, and CumulusCI (CCI) groups in the Power of Us Hub are not groups that can help the university find and collaborate on current open source projects. References:

https://powerofus.force.com/s/group/0F980000000CjQOCA0/sfdo-open-source-contributors

https://www.salesforce.org/open-source-commons/

The consultant should recommend Pathways for the academic advisor to review the classes associated with the student’s course of study and ensure the student is on track for graduation. Pathways allow advisors to create and monitor academic plans for students based on their program requirements and course offerings. Academic Program is an object that defines the program of study that a student is enrolled in, but it does not show the classes or progress. Affiliation is an object that tracks the relationship between a Contact and an Account, such as a student and a school, but it does not show the classes or progress. References:

https://help.salesforce.com/s/articleView?id=sf.ssh_pathways.htm &type=5

https://help.salesforce.com/s/articleView?id=sf.ssh_academic_program.htm &type=5

https://help.salesforce.com/s/articleView?id=sf.ssh_affiliation.htm &type=5

Course Offering is an EDA object that indicates a class is available for a given term. Course Offering is an object that represents a specific instance of a course that is offered during a term. Course Offering can be used to track various information about a class, such as name, code, capacity, faculty, location, or schedule. The consultant can create a Course Offering record for each class that is available for a given term and associate it with the Term object. Course Connection, Attendance Event, and Time Block are not EDA objects that indicate a class is available for a given term. References:

https://powerofus.force.com/s/article/EDA-Course-Offerings

https://powerofus.force.com/s/article/EDA-Course-Offerings-Create

The consultant should recommend Campaign Member Status as a feature to track communication efforts and attendance for the annual commencement ceremony and report on the engagement results of different types of communication methods for the university department staff members. Campaign Member Status is a feature that allows users to define and track the status or response of a campaign member for a specific campaign, such as Sent, Opened, Clicked, or Attended. Campaign Member Status can help the university department staff members track communication efforts and attendance for the annual commencement ceremony and report on the engagement results of different types of communication methods by using features such as custom statuses, member status values, or campaign reports. Salesforce Inbox, Campaign Influence, or Marketing Cloud are not features that can track communication efforts and attendance for the annual commencement ceremony and report on the engagement results of different types of communication methods for the university department staff members. References:

https://help.salesforce.com/s/articleView?id=sf.campaigns_member_status.htm &type=5

https://trailhead.salesforce.com/en/content/learn/modules/campaign_basics/campaign_basics_member_status

The customer can find more information on Salesforce open-source and community sprint information on Trailblazer Community. Trailblazer Community is a platform that connects Salesforce customers, partners, employees, and enthusiasts to learn, share, and collaborate on Salesforce topics and projects. Trailblazer Community provides information on Salesforce open-source and community sprint events, such as dates, locations, agendas, or registration links. The customer can also join groups, forums, or blogs related to Salesforce open-source and community sprint topics on Trailblazer Community. Trust.salesforce.com, Partner Community, or AppExchange are not platforms where the customer can find more information on Salesforce open-source and community sprint information. References:

https://trailhead.salesforce.com/en/content/learn/modules/trailblazer-community-basics

https://trailblazercommunitygroups.com/sprints/

The consultant should discuss with the school that K-12 Architecture Kit is built on Nonprofit Success Pack as a consideration about K-12 Architecture Kit when using it to track elementary students and their parents. K-12 Architecture Kit is a product that provides a flexible and scalable data architecture for K-12 schools to manage their student lifecycle. K-12 Architecture Kit is built on Nonprofit Success Pack, which is a product that provides a data architecture for nonprofit organizations to manage their constituents and donors. K-12 Architecture Kit extends Nonprofit Success Pack by adding objects and features such as Contacts, Accounts, Relationships, Affiliations, Attendance Events, or Behavior Responses. The consultant should discuss with the school that K-12 Architecture Kit is built on Nonprofit Success Pack as a consideration about K-12 Architecture Kit when using it to track elementary students and their parents by explaining the benefits and challenges of using Nonprofit Success Pack for a K-12 school, such as data model, terminology, or configuration. It requires Experience Cloud, it is built on EDA, or it is built on Admissions Connect are not considerations about K-12 Architecture Kit that the consultant should discuss with the school when using it to track elementary students and their parents. References:

https://www.salesforce.org/products/k-12-architecture-kit/overview/

https://powerofus.force.com/s/article/K12-Architecture-Kit

Sales Cloud is a CRM solution that helps sales teams manage their sales processes, from lead generation to closing deals. Sales Cloud can track investment companies and their contacts, leads, opportunities, and activities, as well as provide reports and dashboards to monitor performance and revenue. Sales Cloud can also integrate with other Salesforce products, such as Marketing Cloud and Service Cloud, to create a unified customer experience. Sales Cloud is suitable for UIS because it operates independently of the university and does not need the specific features of Education Cloud or Financial Services Cloud, which are designed for higher education institutions and financial services providers, respectively. Heroku is a cloud platform that allows developers to build, run, and scale applications, but it is not a CRM solution by itself. References: [Sales Cloud Overview], [Sales Cloud Features], [Sales Cloud Pricing]

The consultant should design the Salesforce environment to meet the requirement of tracking accommodations made for students’ disability and accessibility needs by leveraging the Attribute object. The Attribute object is an object in EDA that allows users to store information about a Contact’s characteristics, preferences, or needs, such as language, ethnicity, or disability. The consultant can leverage the Attribute object to track accommodations made for students’ disability and accessibility needs by creating Attribute records for each student and associating them with their Contact records. Using the Behavior Response object, configuring a custom object, or creating custom fields on the Contact object are not ways to design the Salesforce environment to meet the requirement of tracking accommodations made for students’ disability and accessibility needs. References:

https://powerofus.force.com/s/article/EDA-Attributes

https://powerofus.force.com/s/article/EDA-Attributes-Create

Early Alerts is a functionality in Student Success Hub that the consultant can recommend to meet the requirement of providing assistance to proactively identify student issues as they arise. Early Alerts is a feature that allows users to create and manage alerts for students who may need intervention or support, such as academic, financial, or personal issues. Early Alerts can help college advisors proactively identify student issues as they arise by using features such as Alert Reasons, Alert Statuses, or Alert Assignment Rules. Advising Events, Mass Actions, and Success Plans are not functionalities in Student Success Hub that can meet the requirement of providing assistance to proactively identify student issues as they arise. References:

https://www.salesforce.org/products/student-success-hub/overview/

https://powerofus.force.com/s/article/SSHub-Early-Alerts

The action that the consultant should take when loading a large volume of alumni Contact records into a new Salesforce environment is B.Set the Account and Contact’s sharing to Private before the data load1. This is because setting the sharing to Private can improve the performance and speed of the data load, as it reduces thenumber of sharing calculations and recalculations that Salesforce has to perform during the process.Setting the sharing to Private can also prevent unauthorized access and visibility of the data by other users until the data load is complete and verified2.

A. Set the Account and Contact’s sharing to Public Read/Write before the data load and C. Load record owners after the Account and Contact data load is complete are not valid actions for this scenario. Setting the sharing to Public Read/Write can degrade the performance and speed of the data load, as it increases the number of sharing calculations and recalculations that Salesforce has to perform during the process.Setting the sharing to Public Read/Write can also expose the data to other users who may not have the appropriate permissions or roles to view or edit the data2. Loading record owners after the Account and Contact data load is complete can cause errors and inconsistencies in the data, as the record owners are required fields for the Account and Contact objects.Loading record owners after the data load can also trigger unnecessary workflows and validations that can affect the data quality and integrity3.

The consultant should recommend that the program coordinator should be a Salesforce power user for the small college that plans to use Salesforce for its student services and has a part-time system admin who has been working with a program coordinator who has previous Salesforce experience and is eager to work on the project. A Salesforce power user is a user who has advanced knowledge and skills in using Salesforce and can perform tasks such as creating reports, dashboards, or workflows. The program coordinator should be a Salesforce power user for the small college that plans to use Salesforce for its student services and has a part-time system admin who has been working with a program coordinator who has previous Salesforce experience and is eager to work on the project by leveraging their Salesforce experience and eagerness to work on the project to support the part-time system admin and contribute to the project’s success. The program coordinator should not be assigned the System Admin profile, the program coordinator’s role should not be on top of the role hierarchy, or the program coordinator should not be a Salesforce end user for the small college that plans to use Salesforce for its student services and has a part-time system admin who has been working with a program coordinator who has previous Salesforce experience and is eager to work on the project. References:

https://trailhead.salesforce.com/en/content/learn/modules/salesforce_users_roles_and_permissions

https://www.salesforce.org/wp-content/uploads/2019/03/Education_Cloud_COE_Guide.pdf

TDTM is a framework that allows administrators to customize the behavior of Education Data Architecture (EDA) by defining triggers, classes, and custom settings2. One of the benefits of TDTM is that it controls the order in which operations execute, which can improve performance and avoid conflicts or errors2. For example, TDTM can ensure that account names are updated before affiliations are created, or that contact roles are deleted before opportunities are closed2. References: Salesforce Education Cloud Academy: Consultant Fundamentals, [TDTM Documentation]

The consultant should clone the EDA Compact Layout as a step to accomplish making changes to compact layouts in EDA and having those changes persist when a new release is pushed to the Salesforce environment. A compact layout is a layout that shows key fields of a record in a summary view, such as in a list view or a record highlight panel. Cloning the EDA Compact Layout means creating a copy of the default compact layout provided by EDA and making changes to it, such as adding or removing fields. Cloning the EDA Compact Layout can help the consultant accomplish making changes to compact layouts in EDA and having those changes persist when a new release is pushed to the Salesforce environment by ensuring that the custom compact layout will not be overwritten by EDA updates. Editing the Mini Page Layout, assigning the Mini Page Layout to all users, or creating a custom Record Type are not steps that the consultant should take to accomplish making changes to compact layouts in EDA and having those changes persist when a new release is pushed to the Salesforce environment. References:

https://help.salesforce.com/s/articleView?id=sf.compact_layouts_overview.htm &type=5

https://powerofus.force.com/s/article/EDA-Compact-Layouts

A Program Enrollment object in EDA is used to track a student’s registration in an academic program or course of study, including information such as registration dates, status, credits earned, and GPA1. A Course Connection object is used to track a student’s enrollment in a specific course offering, including information such as role, grade, and attendance2. An Education History object is used to track a student’s previous education records, such as schools attended, degrees earned, and test scores3. References:

1: Education Data Architecture Documentation - Salesforce1

2: EDA Object Reference - Salesforce4

3: EDA Object Reference - Salesforce4