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Certified Experience Cloud Consultant Exam - Question 5

Northern Trail Outfitters (NTO) is considering how to manage its accounts for the B2B portion of its business. NTO uses person accounts for its B2C business, and business accounts with related contacts for its B2B business. NTO has several B2B customer accounts that are very large. These accounts have child accounts that represent departments and opportunities at the department level that will need to be visible to users at the parent account level. NTO has Customer Community Plus licenses.

How should NTO manage its accounts in its Partner Community?

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Correct Answer: AD

For managing B2B customer accounts with multiple departments and ensuring visibility at the parent account level, NTO should enable the External Account Hierarchy. This setting is specifically designed for business accounts and allows for a hierarchical relationship between parent and child accounts, which meets NTO's requirement of having child accounts represent departments with opportunities that need to be visible to users at the parent account level. Person accounts are used for B2C business and do not interfere with the External Account Hierarchy usage for B2B accounts.

Discussion

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SC22MarkTopicsOption: D
Jan 23, 2023

Not sure about this one but it seems to be talking about the B2B accounts which are business accounts. So they can use External Account Hierarchy for those as the person accounts are the B2C ones. So not sure about the answer here but somehow feels a bit wrong?

ksho
Jun 19, 2024

I agree that the question is missing context. If the question is alluding to the child accounts being potentially person accounts, then External Account Hierarchy settings cannot be applied and A would be correct. "You can use an external account hierarchy only for business accounts, not person accounts." https://help.salesforce.com/s/articleView?id=sf.exp_cloud_setup_ext_acc_hierarchy_settings.htm&type=5 Furthermore, if the person accounts are using account role optimization (ARO), then External Account Hierarchies cannot be used, supporting A even further. D would only be correct if ARO is NOT being used AND the child accounts are explicitly only B2B.

Me_71421Option: D
Apr 17, 2024

D. Enable the External Account Hierarchy setting departments as child accounts. Enabling the External Account Hierarchy allows NTO to establish a hierarchical relationship between parent accounts and child accounts, which is essential for managing large B2B customer accounts with departments and opportunities at the department level. This setting ensures that users at the parent account level have visibility into the child accounts and associated opportunities, aligning with NTO's business requirements.

RjclOption: D
Jun 1, 2023

Agree that the correct answer may be (D) if the question is related to B2B business accounts.

DkvermaOption: D
Oct 2, 2023

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