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Salesforce B2C-Solution-Architect Exam Syllabus Topics:
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NEW QUESTION 33
An organization that has B2C Commerce, Marketing Cloud, and Service Cloud has separate support teams that work with customers based on their tier level. Tier levels are based on the amount of money a customer spends. The organization wants incoming support cases to automatically route to the correct team based on their tier level.
Which two options should a Solution Architect configure to accomplish this?
Choose 2 answers
- A. Tier levels must be calculated regularly and attributed to Contact records in Service Cloud so that the tier level can be leveraged by Service Cloud's omni-channel routing feature and synchronized back to B2C Commerce and Marketing Cloud.
- B. Service Cloud can be extended with customer flows and Lightning Web Components to create a separate support process specifically designed for customers that are attributed a tier level.
- C. Case routing can be configured by configuring Service Cloud's omni-channel routine feature to route cases to support teams based on the tier level of the customer submitting the case and the availability of agents supporting each tier level.
- D. Tier levels must be calculated and attributed to customers in Marketing Cloud and then propagated to Service Cloud so that they can be used to inform how cases are routed to teams. Marketing Cloud must integrate with B2C Commerce to leverage purchase data necessary for these calculations.
Answer: C,D
NEW QUESTION 34
A company has B2C Commerce and Marketing Cloud. The Marketing team wants to match up the purchasing data from B2C Commerce to the Marketing Cloud subscriber data.
Which two objects from B2C Commerce should a Solution Architect map to Marketing Cloud in order to meet the company's needs?
Choose 2 answers
- A. Contact
- B. Orders
- C. Customer
- D. Profile
Answer: B
NEW QUESTION 35
During discovery conversations an organization notes that they want to create a custom survey around their customer's preferences to help improve product recommendations, marketing journeys, and customer service upsell opportunities. They want to house the survey responses in their Salesforce ecosystem so they can run reports. They plan on having two teams manage the survey and change questions twice a year.
Which three questions should a Solution Architect ask to ensure they understand the requirements well enough to design an appropriate multi-cloud solution?
Choose 2 answers
- A. How often do you update surveys?
- B. Will you ever have more than nine possible answers for a survey question?
- C. Will the teams need the ability to change designs?
- D. How many survey responses would you anticipate in a peak 24-hour period?
- E. Does the team need front-end development capabilities?
Answer: B,D
NEW QUESTION 36
A company has 2,000 customers and currently services them using a call center and spreadsheets. Because of the lack of systems there is no ability to track how successful agents are. In addition, their ordering system cannot be easily accessed by service agents costing valuable time and hurting customer satisfaction.
What are two reasons a connected B2C Solution can add value to the company?
Choose 2 answers
- A. Increases spend ROI as fewer service agents will be needed, which can allow for more sales agents
- B. Provides a better interface for agents using Service Cloud and B2C Commerce with Heroku
- C. Allows agents to use SSO to log into B2C Commerce and Service Cloud using the same credentials
- D. Allows agents to more easily access customer data to better support customers when they call in
Answer: C,D
NEW QUESTION 37
An organization uses B2C Commerce to capture order details but needs to process the order in an ERP system.
They want B2C Commerce to send a message to the ERP system with the order details after they have been entered, then wait for the order to be processed, and then receive a reply from the ERP system with the order number and status.
Which integration pattern should a Solution Architect use to meet this requirement?
- A. Batch Data Synchronization
- B. Publish / Subscribe
- C. Request and Reply
- D. Asynchronous Call-Out
Answer: C
NEW QUESTION 38
A company is using both Service Cloud and B2C Commerce but they are not using Mulesoft or any other integration middleware and do not plan on adding that in the near future. However, there is a need to keep customer records in sync across both Service Cloud and B2C Commerce. When a change to the customer record in Service Cloud takes place, such as an updated customer name, the same customer record should be updated in B2C Commerce. Assume that there is a common ID that uniquely identifies the customer across the two systems.
How should a Solution Architect deliver the desired functionality?
- A. Send an Outbound Message from Service Cloud and catch and handle the Outbound Message using the B2C Commerce APIs
- B. Develop a custom solution in Service Cloud to consume and communicate with B2C Commerce APIs
- C. Send a platform event from Service Cloud and subscribe to the platform event in B2C Commerce using the built-in functionality
- D. Use change data capture to send a message from Service Cloud and catch and handle the message using B2C Commerce Service Cloud Connector
Answer: C
NEW QUESTION 39
A company has Person Account set up on their Sales Cloud and they now want to map subscriber data in Marketing Cloud. What should a Solution Architect recommend?
- A. Sync Individual object.
- B. A Sync Person Account object.
- C. Sync Subscriber object.
- D. Sync Contact object.
Answer: B
NEW QUESTION 40
An insurance company needs the ability to relate contacts to their workplace to track which services are paid by the employee benefits. Contacts receive emails to notify them of new policy offerings. Agents also need to relate adults in the same household who share access to financial resources and policy information to sign them up for the right policies. Adjusters need the ability to see and respond to claims from anyone in the household. Independent agents need daily access to customer data as well. Customers also need periodic access to claims and policy information for their household. The company also wants to track what data searches are performed by agents and adjusters on the platform to analyze their work.
Which products should a Solution Architect recommend in addition to Insurance for Financial Services and Experience Cloud to meet these needs?
- A. REST API Event Monitoring and Tableau CRM, Marketing Engagement Studio
- B. Digital Engagement, Shield with Splunk, Social Engagement Studio
- C. Shield and Event Monitoring Analytics App, Pardot
- D. Salesforce Field Service, Shield Encryption at rest. Digital Engagement
Answer: C
NEW QUESTION 41
Northern Trail Outfitters (NTO) has an ERP application where all customer orders are stored. There are millions of older records stored in the ERP application and some customers may have thousands of individual orders. Additionally, some orders contain personally identifiable information (PII) that, due to company policy, can only be stored in ERP. NTO would like the five most recent orders displayed on the account page in Salesforce.
What are three justifications for using Salesforce Connect in this solution?
Choose 3 answers
- A. Need real-time access to a small fraction of external data
- B. Accessing external data using workflows and triggers
- C. Need access to all external data in near real-time
- D. Integrating external data without writing custom code
- E. The external data is changing frequently
Answer: C,D,E
NEW QUESTION 42
Northern Trail Outfitters (NTO) is at the beginning of an implementation of B2C Commerce and is now discussing the communication flow. They are designing the flows between systems to send password resets via email when a new account is created in B2C Commerce or the email address is updated.
Considering NTO also uses Service Cloud and Marketing Cloud, which feature should a Solution Architect suggest to optimize the end-customer experience while also ensuring that tracking is visible to service agents?
- A. Commerce Cloud Email Service
- B. Service Cloud Email Service
- C. Marketing Cloud Journey Event
- D. Marketing Cloud Triggered Send
Answer: D
NEW QUESTION 43
A company uses B2C Commerce, Marketing Cloud, and Service Cloud and requires that customers create an account before making their first purchase.
Which system creates the customer ID and which system creates an additional ID to use as the customer primary record?
- A. A B2C Commerce creates a customer ID and an additional ID to be used as the primary record.
- B. B2C Commerce creates a customer ID but the primary record should be created through Service Cloud.
- C. Marketing Cloud creates a customer ID but the primary ID should be created through B2C Commerce.
- D. Service Cloud creates a customer ID and an additional ID to be used as the primary record.
Answer: A
NEW QUESTION 44
A multi-brand company uses B2C Commerce, Service Cloud, and Marketing Cloud and is seeking an order management solution. They process 2,000 orders per hour across their brands. The company has one B2C Commerce realm, two Salesforce core orgs, and two Marketing Cloud business units. The company is choosing between these three options for an order management tool:
* Build an order management solution in B2C Commerce using order management APIs
* Purchase Salesforce Order Management
* Build a custom order management solution using their own development team Which three statements should a Solution Architect use to support using the Salesforce Order Management solution?
Choose 3 answers
- A. Salesforce Order Management is a productized connector solution between B2C Commerce and Service Cloud; orders will be synchronized from the client B2C Commerce realm to multiple Salesforce Orgs without the need for customization.
- B. The existing Service Cloud implementation team could extend the Salesforce Order Management product to the existing org.
- C. Salesforce Order Management synchronizes orders to and from B2C Commerce, which essentially replaces the Service Cloud Connector.
- D. B2C Commerce order management does not support complex or advanced use cases.
- E. Salesforce Order Management shares the same database with Service Cloud while other solutions need to build additional integration.
Answer: A,B,D
NEW QUESTION 45
A company wants to Implement B2C Commerce and Service Cloud and connect the systems with their existing Instance of Marketing Cloud.
Which two tactics should a Solution Architect recommend to model a customer across all three systems?
Choose 2 answers
- A. Using Service Cloud as a central point hold unique identifiers from all systems including the Service Cloud Contact or Person Account ID and B2C Commerce CustomerNo and Customer ID
- B. Use Customer 360 Data Manager to assign the Global Party ID and use it as a primary key across all systems including the new Subscriber ID in Marketing Cloud.
- C. Migrate the Subscriber Key in Marketing Cloud to be the Service Cloud Contact or Person Account ID.
- D. Send the Marketing Cloud Subscriber Key to Service Cloud and B2C Commerce to be held for reference.
Answer: A,C
NEW QUESTION 46
Northern Trail Outfitters (NTO) wants to bring data from across all parts of their Salesforce Customer Success Platform Into the Marketing Cloud account. A Solution Architect recommends using Synchronized Data Sources In Contact Builder and Marketing Cloud Connect to Integrate multiple business units In their account.
Which API does the Solution Architect need to use with Marketing Cloud Connect for this integration?
- A. SOAP API
- B. Tooling API
- C. Streaming API
- D. REST API
Answer: D
NEW QUESTION 47
A company is implementing a multi-locale solution that includes B2C Commerce, Service Cloud, and Marketing Cloud. Order confirmation emails are triggered from either B2C Commerce or Service Cloud and sent from Marketing Cloud.
What are two possible reasons why the shipping method name and description can be missing when these emails are triggered for languages other than US English, while other translated content appears correctly?
Choose 2 answers
- A. The ShippingMethods data extension is missing the label and description field for the corresponding locale.
- B. The locale is not set correctly in the body of the email template.
- C. The name and description for the shipping method are not set up correctly in B2C Commerce or Service Cloud for the requested locale.
- D. The subscriber in Marketing Cloud does not have a preferred locale set.
Answer: A,B
NEW QUESTION 48
A single-brand client is implementing a Salesforce multi-cloud solution that includes B2C Commerce, Service Cloud, and Marketing Cloud. They have licenses for over 100 Service Cloud sandboxes, one B2C Commerce realm with on-demand sandboxes, and three Marketing Cloud production business units. The client wants to understand the environment, development, and automation deployment strategy for the implementation.
Which two recommendations should a Solution Architect make in the discovery session?
Choose 2 answers
- A. Use a Service Cloud partial copy sandbox to provide better performance than a developer pro sandbox as well as a normal sandbox
- B. Run load testing in B2C Commerce pre-launch against the production instance connected to a full copy sandbox in Service Cloud
- C. Use a single Marketing Cloud instance to connect to multiple Service Cloud environments using Marketing Cloud Connect for each business unit
- D. Use Marketing Cloud business units as testing environments
Answer: B,C
NEW QUESTION 49
A merchant using B2C Commerce and Service Cloud has a requirement for service agents to order products on behalf of shoppers. In the envisioned scenario, a shopper contacts the service center with an order request, the agent uses the Service Console to find the shopper's account, and initiate an order on behalf of the shopper using payment information provided by the shopper. The merchant is considering the B2C Commerce - Service Cloud Connector for this implementation.
Which three considerations should a Solution Architect keep in mind prior to implementation? Choose 3 answers
- A. Guests or anonymous storefront shoppers are not supported in this scenario.
- B. The Service Cloud Connector only supports Person Accounts as a customer model.
- C. Service agents need a corresponding storefront login mapped to their Service Cloud user record.
- D. B2C Commerce needs to be registered as a remote site.
- E. The Service Cloud Connector only supports contacts as a customer model.
Answer: B,C
NEW QUESTION 50
A B2C Commerce merchant has multiple live sites across different brands and geographies all supported by Service Cloud and Marketing Cloud. Unfortunately, the merchant is having customer service challenges caused by fragmented views of the customer. Customers occasionally use alternate email addresses, make purchases as guests, and contact customer service anonymously. The Success Manager believes that Customer
360 Data Manager could help them solve their problem.
How should a Solution Architect describe the role of Customer 360 Data Manager in this context?
- A. When Customer 360 Data Manager is provisioned, B2C Commerce, Service Cloud, and Marketing Cloud will automatically use a common core Customer Profile managed byCustomer 360 Data Manager.
- B. Customer 360 Data Manager can be used to identify multiple records within each separate system representing the same person and assigning them a consistent Global Party ID; additional custom development is then required to relate those IDs between systems.
- C. Customer 360 Data Manager cannot be used across multiple brands within a single merchant environment because the customer as human view cannot support different accounts under separate brands.
- D. Customer 360 Data Manager can be used to recognize customers as humans and extend existing records related to that human across connected systems with a consistent Global Party ID.
Answer: D
NEW QUESTION 51
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