Explanation:

Northern Trail Outfitters (NTO) aims to increase sales through a partner program with three goals: drive more revenue from sales channels, allow channel partners to provide service to buyers, and gain real-time deal visibility. The most effective solution is Salesforce CPQ (Configure, Price, Quote) for Community Cloud (now Experience Cloud). Salesforce CPQ integrates with Experience Cloud to enable partners to configure complex products, generate accurate quotes, and manage deals, directly addressing all three goals:
Drive More Revenue: CPQ streamlines the quote-to-order process, allowing partners to create accurate quotes quickly, increasing sales efficiency and deal closures.
Allow Partners to Provide Service: CPQ supports guided selling and product configuration, enabling partners to offer tailored solutions and services to buyers within the Community.
Real-Time Deal Visibility: CPQ provides real-time tracking of quotes and orders in the Community, giving NTO visibility into partner activities via reports and dashboards.
Reference: Salesforce Help: Salesforce CPQ for Experience Cloud and Web: CPQ for Channel Sales.oracle.com

Why Other Options Are Incorrect

A. Guided Selling for Community Cloud:
Why Incorrect: Guided Selling is a feature within Salesforce CPQ or Sales Cloud that helps sales reps select products via prompts. It’s not a standalone feature for Experience Cloud and is insufficient alone to meet all requirements, particularly real-time deal visibility and comprehensive partner service capabilities.

C. Direct Pricing for Community Cloud:
Why Incorrect: “Direct Pricing” is not a recognized Salesforce feature or product for Experience Cloud. It may refer to basic pricing setups, but it lacks the robust configuration, quoting, and visibility features of CPQ, failing to meet the goals.

D. Sales Channels for Community Cloud:
Why Incorrect: “Sales Channels” is not a specific Salesforce feature or product for Experience Cloud. While Experience Cloud supports sales channels via Partner Communities, this option is too vague and does not address the specific need for CPQ’s quoting, configuration, and real-time visibility capabilities.

Additional Details
Salesforce CPQ for Experience Cloud: Enables Partner Community users to configure products, apply pricing rules, and generate quotes within the Community. Partners can access CPQ tools via the Community UI, supporting guided selling and service delivery. Real-time visibility is achieved through CPQ’s integration with Sales Cloud, providing dashboards and reports on quotes and orders.
Setup: Enable CPQ in Setup > Feature Settings > CPQ, configure product catalogs and pricing rules, and expose CPQ components (e.g., Quote Calculator) in Experience Builder. Assign Partner Community licenses with CPQ permissions to resellers.
Scalability: CPQ supports large-scale partner programs by automating complex pricing and approvals, as noted in Oracle CPQ case studies, which highlight streamlined quote-to-order processes for channel partners.oracle.com
Best Practice: Test CPQ integration in a sandbox, ensuring partners can access product catalogs and generate quotes. Use audience targeting to restrict sensitive data and configure dashboards for real-time deal tracking.

References:
Salesforce Help: Salesforce CPQ for Experience Cloud – Details CPQ integration for Partner Communities.
Salesforce Trailhead: Partner Community Basics – Covers partner enablement and CPQ usage.

Explanation:

✅ B. Enable Super User Access
✔️ The best and most efficient solution for this use case.
When Super User Access is enabled for a partner user (like the CEO), that user can:
View and access all records (Cases, Opportunities, Leads, etc.) owned by other partner users on the same account
It respects sharing limits and does not require creating more roles
Specifically designed for this kind of need in Partner Communities

📍 How to Enable Super User Access:
Go to the Contact record for the CEO
Check the box: "Super User Access"
Save — done!

🔗 Salesforce Help: Super User Access

🚫 Why the Other Options Are Incorrect:
❌ A. Create a Custom Sharing Rule
Not possible for external (partner) users in Communities
Sharing rules work for internal users or high-volume customer users, but not for partner user to partner user sharing in this context

❌ C. Increase the number of roles within the Community Settings
You can’t increase beyond 3 roles per partner account — this is a hard Salesforce platform limit

❌ D. Create an APEX Custom Permission
Apex + Custom Permissions are used for access control in code or UI, not for record-level data sharing
This won’t give the CEO access to other users’ Cases

❌ E. Create a Custom Sharing Set
Sharing Sets are used for high-volume community users (HVPU), not Partner Community users
Partner users use role-based sharing, not sharing sets

🏁 Final Answer:
👉 ✅ B. Enable Super User Access

Explanation:

To deliver personalized content based on Community member personas (franchisees, growers, consumers), Salesforce Experience Cloud offers powerful native tools:

✅ B. Content Management
Enables creation and organization of rich content (e.g., articles, images, videos) tailored to different audiences.
Works seamlessly with Audience Targeting to display relevant content blocks based on user attributes.
Supports multi-language, versioning, and approval workflows, ideal for managing research updates, product trends, and MDF stats.

✅ D. Audience Targeting
Allows admins to define audiences using criteria like profile, role, record data, or custom fields.

You can create:
A Grower audience to show R&D updates.
A Franchisee audience to display MDF stats on login.
A Consumer audience to highlight product trends.
Works with components, pages, and content to dynamically render personalized experiences.

🚫 Why A and C Are Less Optimal
A. Visualforce Pages
Legacy technology; not recommended for modern Lightning-based Communities. Doesn’t support dynamic audience targeting natively.
C. Custom Lightning Components
Powerful but requires development effort. Use only if out-of-the-box personalization isn’t sufficient. Not the most efficient first choice.

🛠️ Implementation Tips
Define Audiences in Experience Builder using user criteria.
Use Content Management to create targeted content blocks.
Assign content to audiences using Audience Targeting rules.
Preview and test using Community Preview mode.

📚 References:
Salesforce Help: Personalize Your Experience Cloud Site with Audiences
Salesforce Help: Content Management in Experience Cloud

Explanation:

Universal Containers needs a Community where both customer and partner users are members, with Partner Users able to create and resolve Cases, use Case Comment and Case Feed to communicate, but not access Leads, Campaigns, or Opportunities. The Partner Community License is the most appropriate license type for these Partner Users. This license is designed for external partners, providing access to Case management (including creating, editing, and resolving Cases) and collaboration features like Case Feed and Case Comments in Experience Cloud, while allowing administrators to restrict access to objects like Leads, Campaigns, and Opportunities through profile or permission set settings.

How It Works: Assign the Partner Community License to Partner Users in Setup > Users > Manage External Users. Configure their profile (e.g., Partner Community User Profile) to grant access to the Case object and Case Feed, while denying access to Leads, Campaigns, and Opportunities via object permissions.
Why Suitable: The Partner Community License supports robust Case management and collaboration features, aligns with partner workflows, and allows fine-tuned access control to meet the requirement of excluding specific objects.
Reference: Salesforce Help: Experience Cloud User Licenses and Partner Community License Overview.

Why Other Options Are Incorrect
A. Employee Community License:
Why Incorrect: The Employee Community License (also known as Lightning Platform App Subscription License) is for internal employees, not external partners. It provides broader access to Salesforce features, which is unnecessary and inappropriate for external Partner Users managing Cases.

B. Customer Community Plus License:
Why Incorrect: The Customer Community Plus License supports Case management and is suitable for customers, but it’s less tailored for partners who need advanced collaboration (e.g., Case Feed) and account-based access. It also provides read/write access to more objects than needed, making it less cost-effective and harder to restrict access to Leads, Campaigns, and Opportunities.

D. Customer Community License:
Why Incorrect: The Customer Community License is limited to read-only access for most objects (e.g., Cases) and does not support creating or resolving Cases, which is a key requirement. It’s designed for basic self-service for customers, not for partners with active Case management roles.

Additional Details
Partner Community License Features: Includes access to Cases, Case Feed, and Case Comments, with support for account-based sharing and collaboration. It’s ideal for partners managing customer Cases in a Community.
Access Control: In Setup > Profiles > Partner Community User Profile, set object permissions to allow Read/Edit/Create on Cases and disable access to Leads, Campaigns, and Opportunities. Use sharing rules or role hierarchies to ensure Partners only see Cases related to their account.
Self-Service Community: Use a template like Customer Service in Experience Builder to support both customer and partner interactions, with components like Case List and Case Feed for Partner Users.
Best Practice: Test license assignments and permissions in a sandbox to ensure Partner Users can manage Cases and communicate via Case Feed/Comments without accessing restricted objects. Verify license costs align with budget.

References:
Salesforce Help: Experience Cloud User Licenses – Details Partner Community License capabilities.
Salesforce Trailhead: Partner Community Basics – Covers license types and Case management for partners.
Focus on Force: Salesforce Experience Cloud Consultant Study Guide – Discusses license selection for exam scenarios.

Explanation:

Key Issue:
Community members cannot see the Invoices menu option, even though:
Their profile has Read access to the Invoice object.
The Invoice tab is visible on their profile.

Root Cause & Solution:
In Napili-template Communities, navigation is controlled by Community Builder, not profile settings.

The Admin must:
Open Community Builder → Navigation Menu.

Ensure:
Type is set to "Salesforce Object".
Object Type is set to "Invoices".
Publish the changes.

Why Not Other Options?
B. Community Management → Used for member management, not menu configuration.
C/D. Selected Tabs in Community Management/Settings → Irrelevant for Napili (menu items are set in Builder).

Reference:
Salesforce Help: Customize Navigation in Napili
Trailhead: Build a Community with Napili

Conclusion: The issue is resolved by configuring the Navigation Menu in Community Builder (A). ✅

Explanation:

To set up a custom domain for Universal Containers’ branded Community with enhanced security:
B: Add a custom domain (e.g., community.universalcontainers.com) in Setup > My Domain for branding.
D: Associate an SSL/TLS certificate with the domain to enable HTTPS for secure access.
E: Create or import a certificate in Setup > Certificate and Key Management to support the secure domain.

Why Incorrect:
A: Configuring public user profiles/permissions is unrelated to domain setup or security.
C: No “Advanced Security” option exists in Community Management for domain setup.

Reference:
Salesforce Help: Set Up a Custom Domain for Your Experience Cloud Site.

Explanation:

To meet Universal Containers’ requirements for their Partner Community, where resellers access Leads, Opportunities, and Dashboards, while enabling internal discussions, selective employee involvement, and controlled access:

B. Leverage unlisted groups and record sharing for access control: Use Unlisted Chatter Groups for internal discussions not visible to partners, as only invited members can see them. The Channel Manager can invite specific Universal Containers employees (with or without Partner Community access) to these groups. Use manual sharing or sharing rules to control access to Leads and Opportunities, ensuring partners only see relevant records.
Why It Works: Unlisted groups ensure private internal discussions, manual sharing or sharing rules grant precise record access, and employees can be invited to groups regardless of Community access, meeting all requirements.

Reference: Salesforce Help: Chatter Groups and Sharing Rules Overview.

Why Other Options Are Incorrect
A. Leverage Opportunity feed and manual shares: Opportunity Feed allows collaboration but doesn’t ensure internal discussions are hidden from partners. Manual shares address record access but don’t support group-based discussions or selective employee inclusion.
C. Leverage private groups and record sharing: Private Chatter Groups are visible to all users (though access is restricted), so they don’t guarantee internal discussions remain hidden from partners, unlike unlisted groups.
D. Leverage Opportunity feed and group record layout: Group record layouts don’t exist in Salesforce, and Opportunity Feed doesn’t provide the necessary privacy for internal discussions or flexible employee inclusion.

Explanation

The question asks how the Administrator can measure engagement and adoption in a Salesforce Lightning Community (now known as Experience Cloud) on an ongoing basis. Engagement and adoption metrics typically include activities like page views, logins, posts, comments, likes, and other user interactions within the community. Salesforce provides several tools and methods to track these metrics, and the correct options (A, B, and C) leverage these capabilities effectively. Option D, while related to reporting, is not the best approach for ongoing measurement, as explained below.

Let’s analyze each option in detail, explaining why A, B, and C are correct and why D is incorrect, with references to Salesforce documentation and other reliable sources.

Option A: Create custom reports and dashboards, and share them with Community managers
Salesforce’s reporting and dashboard capabilities are powerful tools for tracking engagement and adoption in Experience Cloud sites. Administrators can create custom reports using objects like NetworkMember (to track user logins and membership), FeedItem (to track posts and comments), and ContentDocument (to track file uploads or interactions). These reports can be aggregated into dashboards to provide visual insights into metrics such as active users, post frequency, article views, and engagement trends. Sharing these dashboards with Community managers ensures they have real-time access to key performance indicators (KPIs) to monitor adoption and engagement on an ongoing basis.

How to Implement:
Navigate to Setup > Reports and Dashboards.
Create a custom report type based on relevant objects (e.g., NetworkMember for login activity or FeedItem for community interactions).
Build reports to track metrics like:
Number of unique logins per day/week/month.
Number of posts, comments, or likes in the community.
Article views or downloads for knowledge articles.
Create a dashboard with components like charts or tables to visualize these metrics.
Share the dashboard with Community managers by adding it to their home page or granting access via sharing settings.
Why This Works: Custom reports and dashboards are native Salesforce features that provide flexible, real-time insights into community activity. They can be tailored to specific KPIs, ensuring ongoing monitoring of engagement and adoption. This option is scalable and aligns with Salesforce’s analytics capabilities for Experience Cloud.
Reference:
Salesforce Help: Monitor Your Experience Cloud Site with Reports and Dashboards
Trailhead: Experience Cloud Basics - Measure Success

Option B: Configure Google Analytics for the Community
Salesforce Experience Cloud supports integration with Google Analytics to track detailed user behavior, such as page views, session duration, bounce rates, and navigation paths. This is particularly useful for public or partner communities where external users interact with the site. By embedding Google Analytics tracking code in the Experience Cloud site, the Administrator can collect comprehensive data on how users engage with the community, including which pages are most visited, how long users stay, and what actions they take. This data complements Salesforce’s native reporting by providing external analytics tailored to web-based interactions.

How to Implement:
Obtain a Google Analytics Tracking ID from the Google Analytics platform.
Navigate to Setup > Experience Workspaces > Administration > Pages.
Add the Google Analytics tracking code to the site’s Head Markup in Experience Builder or via the site’s settings.
Configure Google Analytics to track specific events (e.g., clicks on articles or form submissions) using custom dimensions or events.
Share Google Analytics reports with Community managers to monitor engagement metrics.
Why This Works: Google Analytics provides granular insights into user behavior that Salesforce’s native reports may not capture, such as detailed page navigation or device usage.
It’s an industry-standard tool for web analytics, making it a reliable choice for ongoing engagement tracking in Experience Cloud sites.
Reference:
Salesforce Help: Add Google Analytics to Your Experience Cloud Site
Trailhead: Experience Cloud Analytics

Option C: Download and install a Community Management package from AppExchange
Salesforce offers pre-built Community Management packages on the AppExchange, such as the Salesforce Community Management Package for Communities, which provide out-of-the-box dashboards and reports tailored for tracking engagement and adoption in Experience Cloud sites. These packages include pre-configured metrics like active users, post activity, article engagement, and community health scores. Installing such a package saves time compared to building custom reports from scratch and ensures the Administrator leverages Salesforce’s best practices for community analytics.
How to Implement:
Visit the Salesforce AppExchange and search for a Community Management package (e.g., “Community Management Dashboard”).
Install the package in the Salesforce org (preferably in a sandbox first to test compatibility).
Configure the package’s dashboards and reports to align with the community’s KPIs.
Share the dashboards with Community managers and train them on interpreting the data.
Why This Works: AppExchange packages are designed specifically for Experience Cloud and provide a quick, standardized way to monitor engagement metrics. They are maintained by Salesforce or trusted partners, ensuring compatibility and reliability for ongoing use.
Reference:
Salesforce AppExchange: Community Management Packages
Salesforce Help: Experience Cloud Management Packages

Option D: Set periodic email delivery for standard reports and dashboards
Why Incorrect: While scheduling email delivery for reports and dashboards is a valid Salesforce feature, it is not the most effective way to measure engagement and adoption on an ongoing basis. Scheduled emails provide snapshots of data at specific intervals (e.g., weekly or monthly), but they lack the real-time, interactive insights needed for continuous monitoring. Community managers benefit more from live dashboards (Option A) or external analytics (Option B) that they can access on-demand to track trends and respond to changes in engagement. Additionally, standard reports may not include community-specific metrics unless customized, making this option less comprehensive than A, B, or C.
Reference:
Salesforce Help: Schedule and Subscribe to Reports
This confirms that scheduled reports are useful but not optimal for real-time, ongoing engagement tracking.

Additional Considerations
Key Metrics to Track: For a highly engaging community, focus on metrics like:
Active Users: Number of unique logins (via NetworkMember object).
Content Engagement: Posts, comments, and likes (via FeedItem object).
Article Views: Knowledge article interactions (via KnowledgeArticleViewStat object).
Time Spent: Session duration (via Google Analytics).
Adoption Trends: New member registrations and repeat logins.
Combining Tools: Using a combination of custom dashboards (Option A), Google Analytics (Option B), and an AppExchange package (Option C) provides a holistic view of engagement. For example, Salesforce dashboards offer internal metrics, Google Analytics provides web-based insights, and AppExchange packages streamline setup with pre-built solutions.
Security and Access: Ensure Community managers have appropriate permissions to view reports and dashboards (e.g., via the “Run Reports” and “View Dashboards” permissions on their profile or permission set).
Ongoing Monitoring: Set up alerts or thresholds in dashboards or Google Analytics to notify managers of significant changes in engagement (e.g., a drop in active users).

Why This Approach Is Best
Options A, B, and C provide complementary methods to measure engagement and adoption comprehensively:
Option A leverages Salesforce’s native analytics for internal metrics, offering flexibility and customization.
Option B adds external web analytics for detailed user behavior insights, which are critical for public-facing communities.
Option C accelerates setup with pre-built solutions, ensuring quick deployment of best-practice metrics.
These options enable real-time, ongoing monitoring, which is essential for Community managers to assess and improve the community’s performance. Option D, while useful for periodic updates, does not support the dynamic, continuous tracking required for an engaging community.

Note on Exam Preparation
The Salesforce Experience Cloud Consultant exam tests knowledge in the Community Management domain (15%), which includes measuring engagement and adoption. Be familiar with:
Salesforce’s reporting and dashboard features.
Integration with external tools like Google Analytics.
AppExchange solutions for community analytics.
Key metrics for community health and engagement.
Practice creating reports and dashboards in a Salesforce Developer Edition org, and explore Google Analytics integration in a sandbox. Use Trailhead and Focus on Force for hands-on learning and practice questions.

Explanation:

Universal Containers needs to:
Expose invoice documents stored outside of Salesforce
Allow customers in the Community to search and view those invoices immediately

This is a classic use case for Files Connect, a Salesforce feature that allows you to integrate external file systems into Salesforce and make them accessible to users — including Community (Experience Cloud) users.

🔍 Why Files Connect?
Supports integration with external repositories such as Google Drive, SharePoint, Box, or external HTTP-based systems.
Allows searching and previewing documents from the external source within Salesforce UI, including in Communities.
Can expose external files via a custom object, Content, or even in Lightning components inside the Community.
Offers real-time access (no need to sync or copy files into Salesforce).

❌ Why the other options are incorrect:
B. External Services
Used for invoking external REST APIs from Salesforce (via Flow or Apex).
It's meant for data and process integration, not for searching or viewing files.
Doesn’t support file repositories or document previews.

C. File Sync
Deprecated feature; originally allowed syncing between desktop and Salesforce.
Not suitable for exposing or integrating external documents for Community access.

D. Chatter and Files
Only supports files stored in Salesforce.
Since UC stores invoices outside Salesforce, this would require duplicating data, which UC wants to avoid.
Not searchable if files are not in Salesforce.

📘 Reference:
Files Connect Overview (Salesforce Help)
Use Files Connect to Access External Files
External Data in Communities

Explanation:

Universal Containers' requirements:

Each distributor has multiple users.
Users within the same distributor can talk to each other.
Users from different distributors should not see or talk to each other.
All distributors access the same knowledge articles and Community features.

This is a classic Partner/Account-based access control model. Let’s break down the key elements:

🔐 User Visibility Control
The Object-level Sharing (OWD) for the User object must be set to Private, so users can't see each other by default.
To enable intra-distributor visibility, you need to configure Sharing Sets. Sharing Sets can grant access to records (including User records) associated with the logged-in user's Account.
Since all users from the same distributor are linked to the same Account, the Sharing Set can allow access to other users related to that same Account.

💬 Discussions (Chatter/Groups)
To let users talk to each other, Salesforce Communities (Experience Cloud) can enable Chatter or Topics. With the correct access model (i.e., sharing users within the distributor), this supports internal communication while preserving isolation from other distributors.

❌ Why the other options are incorrect:
A. Create Sharing groups...
Sharing Groups are used with Sharing Sets or Manual Sharing and primarily for Contacts, not Users.
There’s no feature to create “Sharing Groups” directly for User object access.
Misuses terminology and doesn’t correctly describe the sharing model.

B. Separate Community for each distributor
Not scalable. This adds unnecessary admin overhead and maintenance complexity.
All distributors need to see the same Knowledge and Community features, so duplicating Communities is inefficient.

C. Enable Portal user visibility...
Portal user visibility is legacy and not applicable for Communities (Experience Cloud).
Also, Community user visibility controls whether users can see each other; turning it off while enabling discussions is contradictory.

📘 Reference:
Sharing Set Documentation
User Object Sharing in Experience Cloud
External User Access to User Object

Explanation:

Why Option B is Correct?
Permission Sets allow granting additional access (e.g., VIP content) without creating new profiles.
Since all customers (VIP and non-VIP) use the same community, they likely share the same Customer Community profile.
Instead of creating a separate profile (which violates the requirement to limit the number of profiles), a Permission Set dynamically grants VIP access.

Automated Assignment via Revenue Threshold
A Flow or Process Builder can automatically assign the Permission Set when a customer reaches $1M in revenue.
This ensures VIP access is granted programmatically without manual steps.

Security & Sharing Approach
VIP information can be secured via:
Object/Field Permissions (in the Permission Set).
Record Sharing (if needed, via Sharing Rules or Criteria-Based Sharing).
Sharing Sets (Option C) & Sharing Rules (Option D) control record access, not permissions (e.g., tab visibility, CRUD access).

Why Other Options Are Incorrect?
A. Create a VIP Profile → Violates the requirement to limit profiles.
C. Sharing Set → Controls record sharing, not permissions (e.g., tab access).
D. Sharing Rule → Also controls record-level access, not permissions to see VIP content.

Reference:
Permission Sets vs. Profiles: Salesforce Help - Permission Sets
Automate Permission Set Assignment: Automate Permission Set Assignments
Exam Topic: "User Management and Security" (Permission Sets, Profiles, Sharing).

Explanation:

Option A (Enable Live Agent in Community Settings): This option refers to enabling Live Agent in the Salesforce org, which is a critical first step to make Live Chat available in the Community. It ensures that the Live Agent feature is active and can be used with the Community’s Chat component.
Option D (Configure Live Agent in the Salesforce org): This option involves the detailed setup of Live Agent, including creating chat buttons, deployments, and skills, and assigning licenses. It complements Option A by ensuring Live Agent is fully configured for Community use.
Together, these actions address the requirement to provide Live Chat in the Community. Option C is less accurate due to its vague terminology (“set up Live Agent in Community Management”), as Live Agent setup occurs in the org, not Community Management, though configuring the Chat component in Experience Builder is part of the process. Option B is unnecessary, as a custom Lightning component is not required when the standard Chat component meets the requirement.

Implementation Steps for the Requirements
To meet the requirements, the Salesforce Admin should take the following steps, incorporating Options A and D and addressing all support channels:

Create the Experience Cloud Site Using the Napili Template:
Navigate to Setup > Feature Settings > Digital Experiences > All Sites.
Create a new Experience Cloud site using the Customer Service template (formerly Napili), which is designed for support communities and supports Live Chat, Case Creation, and other features.
Set up a custom domain (e.g., support.universalcontainers.com) and enable the site.
Assign Customer Community or Customer Community Plus licenses to external users for Community access.

Enable Live Agent (Option A):
Navigate to Setup > Feature Settings > Service > Live Agent Settings.
Check the box to Enable Live Agent.
Ensure the 50 Live Agent licenses are assigned to internal support team users who will handle chats.

Configure Live Agent in the Salesforce Org (Option D):

Create a Chat Deployment:
In Setup > Feature Settings > Service > Chat > Deployments, create a new deployment for the Community.
Configure settings like chat window branding and routing rules.

Create a Chat Button:
In Setup > Feature Settings > Service > Chat > Chat Buttons & Invitations, create a button for the Community (type: “Chat”).
Associate it with the deployment and specify routing (e.g., to a skill or queue).

Set Up Skills and Agents:
In Setup > Feature Settings > Service > Chat > Skills, create skills for routing chats (e.g., “Technical Support”).
Assign skills to internal support team users with Live Agent licenses.

Enable Omni-Channel (if needed for routing):
In Setup > Feature Settings > Service > Omni-Channel, enable Omni-Channel and create a queue for chat routing.

Add Live Chat to the Community:
In Experience Workspaces > Builder, edit the Community’s home page or create a new page (e.g., “Support”).
Drag the Chat component (standard Lightning component) onto the page.
Configure the component to use the chat button and deployment created in Step 3.
Use audience targeting to ensure the Chat component is visible to Community users.

Implement Click to Call:
Use the Click-to-Call component in Experience Builder (available in the Customer Service template) or integrate with a telephony solution (e.g., Salesforce Open CTI or a third-party app like Amazon Connect).
Configure the component to route calls to the internal support team’s phone queue.
Ensure the component is added to the Community’s support page.

Implement Case Creation Form:
In Experience Builder, add the Case Creation component (standard in the Customer Service template) to the support page.
Configure the component to allow Community users to create cases, mapping fields like Subject, Description, and Priority to the Case object.
Ensure Community users have the necessary permissions (via their profile or permission set) to create cases.

Test the Configuration:

Log in as a test Community user to verify:
The Community loads with the Customer Service (Napili) template.
The Live Chat component initiates a chat with an internal agent.
The Click-to-Call component routes to the support team.
The Case Creation Form creates a case in Salesforce.
Test as an internal support agent to ensure chats and calls are routed correctly.

Monitor and Optimize:
Use Experience Workspaces > Analytics to monitor Community engagement (e.g., chat volume, case creation metrics).
Use Service Cloud reports to track Live Agent performance and ensure the 50 licenses are sufficient.

Why Options B and C Are Incorrect

Option B (Add a custom Live Agent Lightning component):
The standard Chat component in Experience Builder fully supports Live Chat functionality for the Customer Service template. A custom Lightning component is unnecessary unless the requirements specify unique customizations (e.g., a custom chat UI), which is not indicated. This option adds complexity and development effort, contrary to Salesforce best practices for standard implementations.

Option C (Set up Live Agent in Community Management):
While Community Management (Experience Workspaces) is used to configure the Community’s pages and components, “setting up Live Agent” refers to org-level configuration in Setup, not Community Management. Adding the Chat component in Experience Builder is part of Community configuration, but the phrasing of this option is misleading, as Live Agent setup occurs outside Community Management. Options A and D more accurately cover the required steps.

References:
Salesforce Help: Set Up and Manage Experience Cloud Sites Salesforce Help: Set Up Chat in Salesforce Salesforce Help: Customer Service Template Salesforce Help: Add Chat to Your Experience Cloud Site

Additional Notes:
Napili Template: The Napili template is now called the Customer Service template in Experience Cloud. It’s designed for support communities and includes standard components for Live Chat, Case Creation, and Knowledge, making it ideal for this scenario.
Live Agent Licenses: The 50 Live Agent licenses are assigned to internal support agents, not Community users. Community users access Live Chat as an included feature of their Customer Community or Customer Community Plus licenses.
Click to Call: If not using a standard Click-to-Call component, the admin may need to integrate with a CTI solution. The Customer Service template supports telephony integrations, but the question implies a standard implementation.
Case Creation Form: The standard Case Creation component is sufficient, but the admin must ensure Community users have Create permissions on the Case object via their profile or permission set.