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Question 67 - Certified B2C Solution Architect discussion

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A company currently provides service to its customers using a call center and spreadsheets, Because of the lack of systems, there is no ability to track how successful agents are. In addition, the ordering system cannot be easily accessed by service agents, costing valuable time and hurting customer satisfaction.

What should a Solution Architect say to convince the company to shift to a connected B2C Solution approach?

A.
Agents will have easy access to customer data to provide a better service experience when customers call in.
Answers
A.
Agents will have easy access to customer data to provide a better service experience when customers call in.
B.
Agents will have a better interface using Service Cloud and B2C Commerce with Heroku.
Answers
B.
Agents will have a better interface using Service Cloud and B2C Commerce with Heroku.
C.
Agents can utilize SSO to launch an 'Order on Behalf of' storefront experience within the B2C Commerce UI.
Answers
C.
Agents can utilize SSO to launch an 'Order on Behalf of' storefront experience within the B2C Commerce UI.
D.
Agents' success rates will be better measured after helping the company define ROI KPIs together.
Answers
D.
Agents' success rates will be better measured after helping the company define ROI KPIs together.
Suggested answer: A

Explanation:

A connected B2C Solution approach is an approach that allows integrating B2C Commerce and Service Cloud to provide a seamless and omnichannel experience for customers across different touchpoints. A connected B2C Solution approach can provide various benefits, such as increased customer satisfaction, loyalty, retention, and revenue. To convince the company to shift to a connected B2C Solution approach, a Solution Architect should say the following:

Agents will have easy access to customer data to provide a better service experience when customers call in. By integrating B2C Commerce and Service Cloud using features such as Service Cloud Connector or Salesforce Order Management, agents will be able to access customer and order information from B2C Commerce directly in Service Console without switching between multiple systems. This will enable agents to answer customer questions more quickly and accurately, resolve issues more efficiently, and offer personalized recommendations or solutions.

Option B is incorrect because agents will not have a better interface using Service Cloud and B2C Commerce with Heroku. Heroku is a platform that allows building, running, and scaling custom web applications using various languages and frameworks. Heroku is not directly related to creating a connected B2C Solution approach, although it can be used to extend or customize the functionality of B2C Commerce or Service Cloud. Option C is incorrect because agents cannot utilize SSO to launch an 'Order on Behalf of' storefront experience within the B2C Commerce UI. SSO is a feature that allows users to log in to multiple applications or systems with the same credentials. SSO does not enable launching an 'Order on Behalf of' storefront experience within the B2C Commerce UI, which is a feature that allows agents to create orders on behalf of customers using the storefront login. To enable this feature, the company needs to use Service Cloud Connector or Salesforce Order Management to integrate B2C Commerce and Service Cloud. Option D is incorrect because agents' success rates will not be better measured after helping the company define ROI KPIs together. Although this is a possible benefit of shifting to a connected B2C Solution approach, it is not the most convincing or compelling one for the company's situation. The company's main pain point is the lack of systems and access to customer and order data, which affects their service quality and customer satisfaction. Therefore, the most convincing argument for shifting to a connected B2C Solution approach is how it can improve the service experience for both agents and customers by providing easy access to customer data.

Reference:

https://help.salesforce.com/s/articleView?id=sf.icx_b2c_overview.htm&type=5

https://www.salesforce.com/products/commerce-cloud/ecommerce/order-management/

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

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asked 23/09/2024
Mostafa Mohamed
37 questions
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