AC Computers has decided to extend its existing Sales Cloud solution by implementing Service Cloud and Marketing Cloud Account Engagement. AC Computers has defined two different work streams for Service Cloud and Marketing Cloud Account Engagement and wants each workstream to work iteratively in separate sandboxes and migrate to a single sandbox for UAT and integration testing. With the multiple workstreams, AC Computers needs a more rigorous change management process and an audit process.Which two options should AC Computers consider to support both implementation workstreams?Choose 2 answers

Use multiple development sandboxes and merge the workstream builds using change sets.

Use scratch orgs and continuous deployment tools to merge the workstream builds.

Use multiple development sandboxes and merge the workstream builds using change sets.

Use a version control system and CLI-based deployment tools to merge the workstream builds.

Use scratch orgs and continuous deployment tools to merge the workstream builds.

Use package-based deployments and scratch orgs to merge the workstream builds.

AW Heat &. Cooling is a mid-sized manufacturing company that sells special purpose heating and cooling solutions. Sales have declined significantly, and analysis shows that customers are leaving due to long turnaround times for quotes, lack of flexibility, and confused salespeople that do not understand their customers and do not collaborate with each other. The company wants to streamline and improve the customer experience from end to end, including new communication channels and digital self-service offerings.How should the Solution Architect arrange the roadmap to implement the company's stated priorities?

Start with Sales Cloud and Revenue Cloud, followed by Service Cloud and, later, Experience Cloud.

Start with Service Cloud and Revenue Cloud, followed by Experience Cloud and, later, Sales Cloud.

Develop a comprehensive solution that includes Sales Cloud, Revenue Cloud, Service Cloud, and Experience Cloud as a basic version from the start.

Fast-track Service Cloud followed by Sales Cloud, Revenue Cloud, and, later, Experience Cloud.

Start with Sales Cloud and Revenue Cloud, followed by Service Cloud and, later, Experience Cloud.

Universal Containers recently began a project to connect its ERP with Salesforce. One of the requirements is a daily batch process to create and update orders and order product information. The development team, using the corporate ETL tool, has created two processes to create these records using Bulk API. The test in the development environment worked fine, but in the production environment, some order product records were not updated and showed an error 'UNABLE_TO_LOCK_ROW:unable to obtain exclusive access to this record'. There is one Process Builder on the Order Product object and no async process.Which two steps should a Solution Architect recommend to avoid this error?Choose 2 answers

Sort the order product records by account and order before the Bulk API load.

Change the Bulk API call to use Bulk API 2.0.

Use the import wizard instead of Bulk API.

Sort the order product records by account and order before the Bulk API load.

Change the Bulk API call to use Bulk API 2.0.

Add a retry process for the records rejected by this error.

Universal Containers (UC) currently utilizes Sales Cloud and ExperienceCloud for its customers. For the next phase in its digital transformation, UC would like to enable its vast dealer network with the kinds of tools its direct Sales teams are currently using. UC is considering Partner Communities (PRM) on Experience Cloud.UC's concern at the moment is making sure that its dealer network only gets access to the opportunities they themselves bring to UC or that UC submits to the dealer to close. This is a concern for the VP of direct sales who has issues with bringing PRM inat all.What is the initial suggestion a Solution Architect should provide to make Partner Communities work for UC?

Utilize the external sharing model to differentiate the sharing models between Internal Sales users and External Communities users.

Create two account lookups on the opportunity, one for dealer and one for partner company, and create sharing rules to share the records.

Create public groups of partner companies and users at dealers, and share the opportunities using sharing rules.

Utilize the external sharing model to differentiate the sharing models between Internal Sales users and External Communities users.

Utilize the same sharing model within the Partner Community that customers are currently using within the Customer Community.

Ohana Cirrus (OC) has around 1,500 support agents working in its global support center operating 24/7 across multiple channels. This center handles around 30,000 cases per day. OC currently uses a custom-developed solution to manage customer complaints and is planning to replace it with a new Salesforce solution. The current system contains more than 250 million records including some still being processed.Which three recommendations should a Solution Architect suggest to migrate to the new application in the most efficient manner?Choose 3 answers

Migrate archived data to Heroku and active and semi-active data to Salesforce.

Use Deferred Sharing Calculations to avoid record sharing calculations during data migration.

Use an EU tool that uses the Salesforce Bulk API to migrate the data from the legacy system to the new system.

Use an interface to copy data from the legacy complaint system to Salesforce using a scheduled MuleSoft batch.

Migrate archived data to Heroku and active and semi-active data to Salesforce.

Migrate all complaint records m the Case object to provide a 360-degree customer view.

Use Deferred Sharing Calculations to avoid record sharing calculations during data migration.

Use an EU tool that uses the Salesforce Bulk API to migrate the data from the legacy system to the new system.

Universal Containers is in the process of implementing a CPQ and B2B Commerce solution. The Technology team hascompleted the development for the current sprint and is demonstrating the functionalities to the business stakeholders during their sprint demo. While demonstrating products and pricing, and Sync between B2B and CPQ when requesting a quote, the stakeholders make a new request to include tiered pricing and map it to discount schedules on CPQ.Which approach should a Solution Architect recommend while addressing the feedback from the stakeholders?

Add the request as a new user story to the product backlog, and further schedule a meeting for prioritization andgrooming.

Convey that this can be potentially picked up in the next sprint since the technical changes needed for this new user story are low effort.

Include it as a user story and accommodate it m the same sprint, since this is a feasible requirement and the CPQ B2B Commerce Connector is already set up.

Convey that it is not recommended to include M the initial MVP, since an extension is needed on the CPQ B2B Commerce Connector for the new requirement.

Add the request as a new user story to the product backlog, and further schedule a meeting for prioritization andgrooming.

Universal Containers (UC) u selling containers globally via distributorsand is experiencing significant double-digit growth year-over-year. UC uses a centralized ERP system that holds the financial information of the distributors. The ERP system is siloed but offers connectivity via APIs. The account managers need to referencethe financial information stored in the ERP while approving an order of a distributor inside Salesforce. The financial information of a distributor may change ad-hoc during the day in the ERP system and account managers need the latest data in front of them.What should a Solution Architect recommend while designing an integrated, scalable solution to meet UC's needs?

Retrieve the financial information on-demand from the ERP via API and display the information as read-only using a lightning component.

Use Change Data Capture to update the changes on the financial information inside Salesforce m near-real time.

Use the scheduled dataloader to extract the financial information every night from the ERP and save it inside Salesforce.

Retrieve the financial information on-demand from the ERP via API and display the information as read-only using a lightning component.

Schedule a MuleSoft batch job to retrieve financial information from the ERP every night and store it inside Salesforce for quick access.

Fabulous Flowing has been using Salesforce for 10 years and is starting to notice performance issues. The company anticipates continued growth of 15% each year. It frequently refers to data that is within the past 12 months. Currently, there are 600,000 Cases. Fabulous Flooring realizes it needs to archive some of the data, however, would like it to remain m Salesforce. The leadership team meets for an in-depth strategy and planning session every 3 years and will need reporting on the archived data. The Solution Architect has recommended the use of Big Objects.What are two considerations the Solution Architect should discuss with Fabulous Flooring?Choose 2 answers

The company will need to use Async SOQL to pull the data into a subject based on specific criteria, and build reports and dashboards for the strategy and planning session.

Picklist fields will need to be loaded as Text fields into the big Object.

Picklist fields will need to be marked as required for indexing in the Big Object

The company will need to use Async SOQL to pull the data into a subject based on specific criteria, and build reports and dashboards for the strategy and planning session.

Picklist fields will need to be loaded as Text fields into the big Object.

The company will need to build reports and dashboards for the strategy and planning session based on specific criteria from the dg Object.

Universal Containers (UC) manufactures automobile engine components. UC wants to set up an ecommerce website to deliver a seamlesscustomer purchasing experience, both through self-service and field sales. UC also wants to showcase its extensive product offerings, operate regional promotions and discounts, and managed routing and contracting. UC is looking for guidance on a Salesforce multi-cloud solution to be implemented across phases.What should a Solution Architect recommend to meet UC's business requirements?

Phase 1: Sates Cloud - - Phase 2: CPQ -- Phase 3: B2B Commerce

Phase 1: Sales Cloud - - Phase 2: Service Cloud -- Phase 3B2B Commerce

Phase 1: Sates Cloud -- Phase 2: B2BCommerce -- Phase 3: Salesforce Field Service

Phase 1: Service Cloud -- Phase 2: CPQ -- Phase 3: B2B Commerce

Phase 1: Sates Cloud - - Phase 2: CPQ -- Phase 3: B2B Commerce

Universal Containers (UC) wants to ensure its field technicians are interacting with customers in a professional manner. The sales department already uses a third-party survey tool.Which action should a Solution Architect recommend for UC to enab4e service managers to track customer satisfaction based on the technician and the job?

Use the existing survey tool by integrating the responses to the Service Appointmentand Service Resource record.

Build a Salesforce Survey to send out after each service appointment and integrate that data with the third-party survey tool.

Select an AppExchange app that sends a survey to each customer after a work order is completed.

Use the existing survey tool by integrating the responses to Case number and User record.

Northern Trail Outfitters (NTO) is currently using Salesforce CPQ and would like to implement B2B Commerce Classes. NTO uses a Partner Community to allow partners to build complex bundles to provide detailed quotes to clients. NTO also wants to ensure that it does not have to maintain two databases of products.Which two considerations should a Solution Architect keep in mind about the CPQ B28 Commerce Connector when synchronizing Product and Price data?Choose 2 answers

The connector lets you sync simple products with a flat price.

The connector does not support syncing complex CPQ bundles.

The connector lets you sync simple products with a flat price.

The connector does not support syncing complex CPQ bundles.

Discount schedules from CPQ will sync to discounts and promotions m B2B Commerce Classic

The connector is a two-way sync for product and pricing logic.

Northern Trail Outfitters (NTO) is in the middle of the buildout of Marketing Cloud Account Engagement and Sales Cloud. NTO has multiple business units, and each business unit has different access to lead and contactrecords. NTO wants to see how marketing data Sharing Rules are working across different business units to ensure that different business units can only see lead or contact records for their business unit.What should a Solution Architect demo to the Marketing team to show that the different business units are connected correctly?

Create a dynamic list m multiple business units with the same rules, and show the total leads and contacts m the list per business unit.

Create a report in 626 Marketing Analytics to show the different business units and the total leads and contacts in each business unit.

Send test emails from Marketing CloudAccount Engagement to the same Iist of leads and contacts to show each lead or contact receiving emails from the various business units.

It's not possible to have sandboxes with Marketing Cloud Account Engagement, and the Solution Architect will need todemo this with a Salesforce Sandbox fixed to a live Marketing Cloud Account Engagement environment.

Create a dynamic list m multiple business units with the same rules, and show the total leads and contacts m the list per business unit.

Universal Containers (UC) is a global organisation that wants to establish a 628 Commerce site to meet changing customer expectationsand expand into new markets. These expectations include being able to self-serve 24x7 and get automated updates on orders. There are existing sales channels used at UC. Including a standard Sales team as well as a partner sales channel.The sales leader met with a Solution Architect and shared that they want to grow their digital capabilities over the next 2 years. Time is of the essence and the sales leader needs to have the ecommerce solution in place as soon as possible to capture market share in new geographies before other competitors move in. The executive team has promised prompt access to key stakeholders as needed.What is the appropriate next step 'or the Solution Architect?

Recommend in iterative rollout strategy for one of the new geographies where B2B Commerce is first rolled out to secure first mover status, while theSolution Architect gathers more requirements around other capabilities and requirements, and then roll those out over subsequent phases.

Propose the introduction of B2B Commerce and CPQ to address the key areas of need such as global commerce, complex pricing, quoting and discounting needs; highlight the key features 6r>a the alignment of the features to the needs outlined.

Propose a set of high-level design options with architecture diagrams depicting thepotential elements of a solution that would meet the needs of the enterprise, including pros and cons to help the stakeholders make final decisions.

Recommend in iterative rollout strategy for one of the new geographies where B2B Commerce is first rolled out to secure first mover status, while theSolution Architect gathers more requirements around other capabilities and requirements, and then roll those out over subsequent phases.

Recommend discovery meetings with additional stakeholders to gather information on the functional and technical requirement across the sales and other functional areas, then provide a recommendation based on information gathered to deliver an MVP.

Universal Containers (UC) is adding to its existing Salesforce implementation and currently uses Saks Cloud and Service Cloud. UC is looking to add Salesforce Field Service and Experience Cloud to allow its third-party contractors easier access to the data they need and to provide its customers a way to self-service.UC has expressedinterest m allowing its customers to be able to self-schedule maintenance work on their Assets. UC wants a solution to display scheduling options for the next month to its customers.What should a Solution Architect consider m a potential solution?

Appointment-Assistant Self Service Scheduling

Lightning Web Components Calendar Module

Appointment-Assistant Self Service Scheduling

Standard Salesforce Asset Calendar

Universal Containers (UC) is an international company with activities m Europe and the U.S. UC has two separate Salesforce orgs, one for each region. Quotes are built m different legacy systems, depending on their country. Orders are processed centrally by theback-office team with an ERP. Customer information is saved m both legacy systems and the ERP. The analyst team complains about the inconsistency of customer data between different systems and the lack of connection between a single piece of customer dataacross all of the systems.Which approach would make it possible to set up this single source of truth and ensure scalability for orders?

Use MuleSoft Anypoint Platform as the single point of data orchestration across the different systems and Salesforce environments.

Map all of the points of data with a different ETl tool for each Salesforce environment and drive synchronisation from Salesforce to the other systems.

Use each Salesforce org as its own system of record (SOP.) and use Salesforce Connect to synchronise the two Salesforce orgs.

Map all of the points of data within a custom data manager and drive synchronization between the different systems with a point-to-point approach.

Northern Trail Outfitters (WTO) has around 500,000 active customers stored m the Account object. NTO gets an average of two orders per customer each month from both internal and online sales channels. NTO is expecting growth of 15% year-over-year (YoY). Various NTO users have recently started complaining about slower performances while accessing order information or running reports. NTO customers are also teeing slower responses while accessingtheir order history on B2B Commerce.Which two options should a Solution Architect consider to improve performance'Choose 2 answers

Develop an archiving strategy around order records from Salesforce based on a criteria that works with customer.

Use external objects instead of standard B2B Commerce Order object.

Develop an archiving strategy around order records from Salesforce based on a criteria that works with customer.

Enable reporting snapshots to store summarised information.

Create a custom component to display all order information.

Use external objects instead of standard B2B Commerce Order object.

Universal Containers has recently provided its call center team the ability to troubleshoot issues coming from its B2B Commerce customers. Currently, the team utilises Service Cloud and, specifically, the Service Console. The CIO s concern is now different the experience will be as it relates to B2B Commerce for Visualforce versus what the team sees today within the Service Console.Which recommendation should the Solution Architect voice to the CIO to ensure higher adoption by the call center team?

Provide access to B2B Commerce data within the Service Console so they can see the cart.

Implement an embedded web view of B2B Commerce within the Service Console.

Implement the CSR flow so that call center agents can log m as the buyer within B2B Commerce and see their cart.

Provide access to B2B Commerce data within the Service Console so they can see the cart.

Implement Experience Cloud login as user so that call center agents can log in as the buyer within B2B Commerce and see their cart.

Universal Containers (UC) is evaluating Salesforce for a Lead to Invoice solution, as its current process for getting payments from customers s incredibly laborious. UC knows now its current invoice process runs through its back-office ERP, and is unsure how it would work within a front-office tool going from a lead all the way to an invoice. UC is looking to purchase Revenue Cloud, Sales Cloud, Marketing Cloud Account engagement, and MuleSoft to work with its CRP. The CIO also wants to make sure UC is utilizing the data across these clouds in the most automated way possible without a lot of manual data intervention as is required today within its back- office CRPWhat should thesteps in the business process look like when creating a multi-cloud Lead to Invoice solution in Salesforce if UC's CRP will be the system of record for invoices?

Lead, Opportunity, Quote, Order,ERP

Lead, Opportunity, Quote, Order, Invoice, Payment, ERP

Lead, Opportunity, Quote, Order,ERP

Opportunity, Quote. Invoice, Payment, CRP

Lead, Quote, Opportunity, Order, Invoice. ERP, Payment

Universal Export has implemented multiple Salesforce products and has made it clear thatit wants to maximize its investment and avoid buying any new products. For the company's next release, its business requirements seem to be a close fit for a product that Salesforce has. out it wants to develop a custom extension that replicates the functionality of that Salesforce module.Which two actions should a Solution Architect take?Choose 2 answers

Advise the customer to use the out-of-the-box approach to avoid unnecessary technical debt.

Evaluate the business benefit of the requested functionality to see if it justifies investment in the Salesforce product.

Begin requirements gathering for integrations and data migration

Advise the customer to use the out-of-the-box approach to avoid unnecessary technical debt.

Consult with the IT department to review the extension requirements.

Evaluate the business benefit of the requested functionality to see if it justifies investment in the Salesforce product.

Universal Containers (UC) has expanded rapidly in recent yean following a number of acquisitions. The new CMO wants to use all Leads from one of the acquired Salesforce orgs to luck-start a new targeted campaign in uC's mam Salesforce org. The acquired company would like to keep its Lead data because it enriches the Lead before it comes into Salesforce via third-party marketing tool and supports its direct sales channel. Beyond the Lead use case, both Salesforce orgs will remain completely independent from one another.Which integration approach should a Solution Architect recommend between the UC mam org (the target org) and the acquired org (the source org)?

Discuss a strategy between the source org andtarget org Sales teams on the criteria of Leads to migrate from the source org to the target org, and migrate Leads to the target org after they are enriched in the source org.

Discuss a strategy that includes manually migrating all Leads from the sourceorg to the target org every day using data loader.

Discuss a strategy between the source org and target org Sales teams on the criteria of Leads to migrate from the source org to the target org, and migrate Leads to the target org before the enrichmentwithin the source org.

Discuss long-term strategies around deprecating the source org's ability to collect and enrich Lead data, and start to direct all Leads to the target org and ignore the source org.

Discuss a strategy between the source org andtarget org Sales teams on the criteria of Leads to migrate from the source org to the target org, and migrate Leads to the target org after they are enriched in the source org.

Universal Containers (UC) has a multi-cloud environment that includes Sales Cloud, Service Cloud, and CPQ. The environment supports multiple languages via the translation workbench. As part of a roadmap, UC is implementing B2B Commerce. As part of this project, there is a requirement to translate data stored within the Name and Description fields on the Productand Product Category objects.What should a Solution Architect recommend to achieve this?

Enable Data translation for B2B Commerce.

Done data records and translate.

Add custom field with translations

Enable Data translation for B2B Commerce.

A Solution Architect has been hired to help design and implement a quoting solution for AC Computers on Salesforce to support omni-channel selling. During discovery with the client, the Solution Architect learns AC Computers currently uses spreadsheets to manage its pricing and product catalog, which includes thousands of SKUs with a variety of attributes that determine pricing. The current quoting process is long and tedious because it requires a sales representative to find individual products and manually input that information into Salesforce.The Sales team complains that they are spending too much time searching for the right product and Product Management is spending too much time trying to manage SKUs. AC Computers wants to move away from manual quoting processes and toward simplifying its product catalog.Which recommendation should the Solution Architect make given the business requirements?

Work alongside client stakeholders to perform a SKU optimisation; implement Salesforce CPQ product catalog and guided selling.

Work alongside client stakeholders to perform a SKU optimisation; implement Salesforce Order Management and special pricing.

Create Products and Price Books in Salesforce for the current product catalog to streamline future pricing and product catalog management; implementSalesforce CPQ product catalog and guided selling.

Create Products and Price Books m Salesforce for the current product catalog to streamline futurepricing and product catalog management; implement Salesforce Order Management and special pricing.

Recently. Universal Containers (UC) successfully launched a multi-cloud 62B implementation with Sales Cloud, Service Cloud, Experience Cloud, and B2B Commerce. As the Sales and ServiceCloud development was performed by separate teams, UC created Process Builder automation for the Account object m separate Process Builder processes. As customers 90 through the sales process within Sales Cloud, the data on their customer account record is updated. As those same customers make purchases within B2B Commerce, the data on their customer account record is updated as well.What are two reasons why a Solution Architect should recommend uniting these into a single Process Builder process?Choose2 answers

Moving them into a single Process Builder process helps to reduce the number of queries and avoid hitting limits on the Account object.

Moving them into a single Process Builder process provides control over the order of the updates and actions triggered on the Account object.

Moving them into a single Process Builder process helps to reduce the number of queries and avoid hitting limits on the Account object.

Moving them into a single Process Builder process provides control over the order of the updates and actions triggered on the Account object.

Moving them into a single Process Builder is the only way to ensure a naming convention is followed on the Account object.

Moving one of the Process Builders into a flow will remove all automation conflicts on the Account object.

Universal Containers (UC) u about to develop a new call center solution utilizing Salesforce productsincluding Service Cloud, LiveMessage, Experience Cloud, and MuleSoft. UC would prefer no real customer data to be stored within Salesforce but to be made view only. These views should only be utilized by a select few individuals that may be assigned the ability to view this data temporarily and have it removed.Which two features should a Solution Architect suggest to maintain these constraints?

Salesforce Connect, User Permission Sets

Apex Callouts, User Permissions Sets

Salesforce Connect, User Profiles

Salesforce Connect, User Permission Sets

UC Foods, a global manufacturing organisation, builds and sells a varietyof food processing equipment on its B2B Commerce site. Customers often tailor their equipment by selecting from several product variants. Depending on the options selected, an order will sometimes require manual intervention by a sales person to determinethe price for the customized piece of equipment.Once the machines have been purchased, each machine comes with a 1-year warranty, which entitles the customer to quarterly visits to inspect and perform maintenance on the machines to keep them in proper working order.How can a Solution Architect use a multi-cloud solution to address the needs of the organization to efficiently support the selling of equipment and planning of quarterly visits for the machines?

Use the B2B Commerce aggregated product or dynamic kits to drive the selection of theproduct options, then create a CPQ quote when manual intervention is required. For the quarterly visits, use Field Service Maintenance Plans.

Use a third-party plugin configurator to support the selection of the product options, then create a CPQ quote when manual intervention is required. For the quarterly visits, use Field Service Maintenance Plans.

Use the B2B Commerce aggregated product or dynamic kits to drive the selection of theproduct options, then create a CPQ quote when manual intervention is required. For the quarterly visits, use Field Service Maintenance Plans.

Use the B2B Commerce aggregated product or dynamic kits to drive the selection of the product options, then automatically create a case when manual intervention is required. For the quarterly visits, use Service Contracts and Entitlements.

Use the B28 Commerce aggregated product or dynamic kits to drive the selection of the product options, then create a CPQ quote when manual intervention is required. For the quarterly visits, use Service Contracts and Entitlements.

Universal Containers (UC) is using Sales Cloud and Service Cloud. UC wants a solution that can tend scheduled emails on a dairy, weekly, or monthly basis to existing customers and prospects. UC also wants to track if customers haveopened the emails. There can be as little as 1,000 emails in a week or as many as 100,000 emails in a month, depending on the season.Based on that criteria, which solution should the Solution Architect recommend to UC?

Recommend Marketing Cloud Account Engagement.

Set up scheduled flows to handleemail sending and tracking.

Recommend Marketing Cloud Account Engagement.

Develop a custom solution using scheduled Apex to send emails.

Recommend Marketing Cloud Personalization.

Universal Containers uses an ERP as system of record (SOR) for its product data, and Sales Cloud and Revenue Cloud for its sales data. TheProduct data must be synced with Salesforce so that sales representatives can add the products to their Opportunities and Quotes. As Products are deactivated within the ERP, they should no longer be available. Since Sales Cloud is the SOR for Opportunities and Revenue Cloud is the SOR for Quotes, the Solution Architect has been asked to come up with an archiving strategy that preserves Opportunity and Quote data related to these deactivated products m Salesforce for historical reference.What should a Solution Architect recommend to manage the deactivation of the Products and archiving of the Saks data?

Deactivate the Product in Salesforce once it is deactivated m the ERP. Mark the Opportunity and Quote data in Salesforce as inactive so they do not show up in reporting.

Delete the Product in Salesforce once it is deactivated in the ERP. Archive the Opportunity and Quote data m a third-party system and bring back into Salesforce as External Objects.

Remove the Product from active Opportunities and Quotes. Archive the Opportunity and Quote data in a third-parry system and bring back into Salesforce as External Objects.

Deactivate the Product m Salesforce once it is deactivated m the ERP. Archive the Opportunity and Quote data in a third-party system and bring back into Salesforce as External Objects.

Deactivate the Product in Salesforce once it is deactivated m the ERP. Mark the Opportunity and Quote data in Salesforce as inactive so they do not show up in reporting.

Salesforce Certified B2B Solution Architect Practice Test 3

Universal Containers (UC) is about to start a massive digital transformation project across multiple service channels. UC plans on using Service Cloud, Omni-Channel, chatbots, Knowledge, and Einstein AI throughout all the service capabilities. Before discovery can start, the key stakeholder would like to see the automated chat capabilities in action. They currently use a third-party Knowledge Base and are wondering what is the value of it over Salesforce Knowledge. They believe it will be chatbots but they are unsure.

What is one of the key benefits the Solution Architect should address within the context of the demo?

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Salesforce Certified B2B Solution Architect Practice Test 3

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Salesforce Certified B2B Solution Architect Practice Tests

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