Quiz IT certification exam

Question 1

A company wants to use the Salesforce Platform for their needs. They need a marketing solution, an online ordering platform, and a b solution for service agents, The goal of the company is to provide end-to-end support for their customers.

What is an example of a deliverable that the Solution Architect should provide to make sure the company understands the solution that is needed?

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Accepted Answer

Technical Design Specification showing the data mapping/model and systems integration

Answer

Final design document for storefront pages and service agent experience

Answer

Email templates and copy for suggested marketing emails

Answer

Organization chart of the company completed by the Solution Architect

Question 2

An existing Salesforce customer has B2C Commerce, Service Cloud, and Marketing Cloud, but none of their customer data is integrated. Marketing Cloud has around 2 million subscribers using email address as the subscriber key, B2C Commerce has 750,000 registered customers, and Service Cloud only has records for about 50.000 customers who have previously created support cases or contacted customer service.What is the optimum sequence of events a Solution Architect should follow when integrating customer data across these systems?

Accepted Answer

Load B2C Commerce customers into Service Cloud, Load Marketing Cloud Subscribers Into Service Cloud, Load Service Cloud Contact IDs into Marketing Cloud, Marketing Cloud Subscriber Key Migration, Enable Marketing Cloud Connect

Answer

Marketing Cloud Subscriber Key Migration, Load Marketing Cloud Subscribers into Service Cloud, Load Service Cloud Contact IDs into Marketing Cloud, Load B2C Commerce customers into Service Cloud, Enable Marketing Cloud Connect

Answer

Load B2C Commerce customers into Service Cloud, Load Service Cloud Contact IDs into Marketing Cloud, Marketing Cloud Subscriber Key Migration, Load Marketing Cloud Subscribers into Service Cloud, Enable Marketing Cloud Connect

Answer

Marketing Cloud Subscriber Key Migration, Enable Marketing Cloud Connect, Load Marketing Cloud Subscribers into Service Cloud, Load Service Cloud Contact IDs into Marketing Cloud, Load B2C Commerce customers into Service Cloud

Question 3

A holding company owns and operates a large number of brands internationally. They are interested in migrating from a home-grown solution to a Salesforce multi-cloud solution as part of a new digitalization initiative to optimize IT spending across the brands. The brand any would like to operate B2C Commerce sites supported by Service Cloud for their agents, and use Marketing Cloud to drive consumer engagement. Given that the company has operations and customers in Brazil Canada Europe Japan Russia and the United States, which two recommendations should a Solution Architect make to ensure that customer experiences are compliant with all domestic and international regulations related to data privacy and security?Choose 2 answers

Accepted Answer

Utilize Shield to handle the encryption of data across all Salesforce products for all fields required to be geo-fenced.

Accepted Answer

Use Salesforce Connect to leverage external data sources that are located within the corresponding country that the Materials customer resides in.

Answer

Use a Service Cloud instance in every market in which they operate to ensure that data residency requirements are fulfilled.

Answer

Enable Transparent Data Encryption in Marketing Cloud to ensure that Marketing engagement data is encrypted at rest. Written

Question 4

An organization wants to implement B2C Commerce, Marketing Cloud, and Service Cloud in a phased manner with the goal of keeping the overall project manageable and achieving a quick return on investment.Their current legacy commerce system is home grown and has frequent, costly outages--- making this the highest priority for replacement. The current marketing platform collects only basic analytics from email marketing campaigns and has no awareness of the larger customer context. Currently, the call center meets most customer needs but the process is time-consuming and forces the agent to interact with multiple disconnected systems.Which two implementation strategies should a Solution Architect recommend when rolling out an integrated customer experience across B2C Commerce, Marketing Cloud, and Service Cloud?Choose 2 answers

Accepted Answer

Implement Service Cloud immediately after B2C Commerce in order to leverage the Service Cloud Contact ID as the Marketing Cloud Contact Key when Marketing Cloud is implemented later.

Accepted Answer

Implement all three clouds at the same time; the primary identifiers for all three clouds must be synced to the others from the start in order to achieve a unified experience.

Answer

Implement Marketing Cloud immediately after B2C Commerce in order to leverage the Marketing Cloud Contact Key as the Service Cloud Contact ID when Service Cloud is implemented later.

Answer

Implement Marketing Cloud and Service Cloud together in one phase after B2C Commerce to ensure that they share a common view of the customer from the beginning.

Question 5

A company wants to give its service agents a current view in Marketing Cloud of which journeys customers are in at any given time, so that agents can provide a more persona! and relevant experience if a customer contacts them.What approach should a Solution Architect recommend to fulfill this requirement?

Accepted Answer

Add the Journey Membership Lightning component from the Marketing Cloud Connect Managed Package to the Contact Page Layout.

Answer

Schedule a batch job in Salesforce to query Marketing Cloud for the contact membership status of all contacts in Journeys on a regular basis (for example, once per hour) and write this to the Contact record.

Answer

Develop a custom Lightning web component in Salesforce to query Marketing Cloud in real time to get Contact Journey membership.

Answer

Create a multi-select picklist on the contact record, and use the out-of-the-box Contact Update activities in Journey Builder to add or remove the name of the journey as they enter and exit.

Question 6

A company uses PersonAccounts to store customer information in Sales Cloud and now wants to map its customer records in Marketing Cloud.What should a Solution Architect recommend?

Accepted Answer

Sync Account object using PersonSubscriberld to access the Contact.

Answer

Sync Account object using PersonContactId to access the Contact.

Answer

Sync Contact object using PersonAccountld to access the Account.

Answer

Sync Contact object using PersenSubscriberld to access the Account.

Question 7

A merchant has a requirement to engage customers with a series of promotional messaging including a coupon offer generated in B2CCommerce. Reminder emails are sent to those customers who have not redeemed the coupon 10 and 2 days before its expiration.Which three elements are required to support this scenario?Choose 3 answers

Accepted Answer

B2C Commerce cartridge to call Marketing Cloud APIs

Accepted Answer

Marketing Cloud Installed Package

Accepted Answer

82C Commerce storefront

Answer

Marketing Cloud Connect for Service to Marketing Cloud

Answer

Service Cloud for support of coupons and redemption management

Question 8

A company is using Service Cloud, B2C Commerce, and Marketing Cloud to provide an end-to-end B2C solution. The company does not use MuleSoft or any other integration middleware and does not plan on using them in the near future. The company has about 10 million customers with a growth rate of 10% year over year, On average, each customer raises 10-50 support tickets each year, Each ticket may contain multiple comments, responses, and attachments. There is a need for the service agents to have visibility on customer tickets for up to 5 years.What approach should a Solution Architect recommend in order to deliver the desired functionality given the company's expected growth over the next 5 years, while still adhering to the platform's governor limits?

Accepted Answer

Capture and resolve tickets using the capabilities of Service Cloud. Archive resolved cases and related data into Heroku and display them back in Service Cloud using Salesforce Connect.

Answer

Capture and resolve tickets using the capabilities of Service Cloud. Archive cases and related data older than a year in Big Objects and delete records that are more than 5 years old.

Answer

Capture and resolve tickets using the capabilities of Service Cloud, Use the Service Cloud console to display cases and related data raised by a customer in the past 5 years.

Answer

Capture and resolve tickets using the capabilities of 852C Commerce. Archive cases and related data older than a year in Big Objects and delete records that are more than 5 years old.

Question 9

A company wants to use Marketing Cloud to send customer electronic receipts that originate from its point of sale (POS) system. The company has a need for the receipt to be sent no more than 10 minutes after purchase and would like to track all email sends that are being placed to that customer, The Marketing Cloud Contact Key should be the Service Cloud Contact ID.What solution should a Solution Architect recommend to achieve this need?

Accepted Answer

Make an API call from the POS to Marketing Cloud te send the electronic receipt. No call is required to Service Cloud to fetch the Contact IO as this information is already available at the POS.

Answer

Make an API call from the POS to Marketing Cloud to send the electronic receipt and then call Service Cloud to add the customer if they do not exist. Use an automation in Marketing Cloud nightly to remove any duplicate contacts that may be introduced with Marketing Cloud Connect.

Answer

Make an API call from the POS to Service Cloud to retrieve the Service Cloud Contact ID. If the customer does not exist, submit a POST to Service Cloud to create the Contact ID, then send the Contact ID to Marketing Cloud via an API to send the electronic receipt.

Answer

Make an API call from the POS to Service Cloud to add the customer if they do not exist; leverage a custom object to send details to Marketing Cloud via Marketing Cloud Connect and synchronized data sources to send the electronic receipt.

Question 10

An ecommerce company has one B2C Commerce Primary Instance Group with three storefronts and is considering Marketing Cloud for email messaging and customer journey orchestration. The company has a strong desire to implement product recommendations in their email messaging as well as implement the abandoned cart use-case.Which two approaches should a Solution Architect recommend to ensure that the company can implement solutions that align with their requirements?Choose 2 answers

Accepted Answer

Implement a separate business unit for each B2C Commerce storefront to ensure that each storefront has its own Marketing Cloud product catalog from which product recommendations will be driven.

Accepted Answer

Implement abandoned cart using Marketing Cloud's Behavioral Trigger feature and create an abandonment journey for each storefront and their paired business unit. The B2C Commerce storefront must also be extended to re-create the customer's shopping cart with abandoned products.

Answer

Implement Marketing Cloud with a single business unit as that unit can share its product catalog across the three B2C Commerce storefronts and generate storefront-specific product recommendations.

Answer

Implement abandoned cart using Marketing Cloud's Behavioral Trigger feature and create an abandonment journey for all three storefronts from a single business unit. Marketing Cloud will manage ensuring that product recommendations are storefront specific via Marketing Cloud Einstein.

Question 11

A merchant wants to store past purchase history in Marketing Cloud to use for segmentation and personalization of promotional emails.All data must be encrypted at rest to comply with the merchant's security standards.Which solution is appropriate?

Accepted Answer

Field Level Encryption

Answer

Shield Platform Encryption

Answer

Tokenized Sending

Answer

Transparent Data Encryption

Question 12

A marketing team is using Sales Cloud web-to-lead forms to capture leads. The company recently acquired Marketing Cloud and wants to ensure that the data is synchronized to Marketing Cloud without losing data and without creating duplicate contacts.Which consideration should a Solution Architect voice to the marketing team when designing this solution?

Accepted Answer

Leads and contacts are unique records in Marketing Cloud.

Answer

Leads can be merged and converted in Marketing Cloud.

Answer

The contact delete framework in Marketing Cloud can be used to resolve duplicate contacts and associated billing challenges.

Answer

Web-to-lead forms trigger Marketing Cloud journeys without creating leads in Salesforce.

Question 13

A retail company uses B2C Commerce and Marketing Cloud to enable cross-cloud communication on behalf of its customers. As part of the newsletter signup journey, the company would like to send a coupon code to each customer 3 days after registration. Once thecoupon code has been redeemed, the company would like to alter the customer's journey to stop reminder emails.Which two configuration steps should a Solution Architect take to ensure the customer's journey is updated after the coupon code is used?Choose 2 answers

Accepted Answer

Create a service definition in B2C Commerce that points to Marketing Cloud's REST API.

Accepted Answer

After purchase, use the B2C Commerce service definition to send redemption data to Marketing Cloud.

Answer

Create a service definition in B2C Commerce that points to Marketing Cloud's SOAP API.

Answer

After purchase, use Marketing Cloud to request coupon redemption details from the B2C Commerce service definition.

Question 14

A company has been using B2C Commerce for many years and recently decided to implement Service Cloud and Marketing Cloud. Currently, there are many issues with the integration between B2C Commerce and the legacy CRM, which means data is often out of Sav sync. Agencies currently manage the Marketing communication, and B2C Commerce is sending the messages. The main goal is to ensure Catksion that B2C Commerce can trigger multi-channel messaging via Marketing Cloud, leveraging the data the company has on customers to personalize the communication.Which three considerations should a Solution Architect keep in mind when recommending a migration strategy from the existing setup to the new one?Choose 3 answers

Accepted Answer

Service Cloud should be implemented before Marketing Cloud to ensure that the Salesforce Contact IDs can be used in Marketing Cloud as unique identifiers. Written

Accepted Answer

Customer data from B2C Commerce and the legacy CRM should be deduplicated before being imported into Service Cloud. Materials

Accepted Answer

Custom development work is required to connect B2C Commerce to Marketing Cloud and use the Salesforce Contact ID.

Answer

Customer data can be imported into Service Cloud from B2C Commerce and the legacy CRM without deduplication since Salesforce CDP can automatically merge duplicate records upon insert.

Answer

Marketing Cloud Connect should be configured to use an alternate external ID from Salesforce as the Contact Key to avoid duplicate contacts in Marketing Cloud.

Question 15

Northern Trail Outfitters (NTO) is a clothing and outdoor specialist retailer. NTO has had success with its B2C store using B2C Commerce,supported by Service Cloud and Marketing Cloud for customer service and email campaigns, respectively. Now, NTO wants to increase its revenue by making personalized product recommendations using Einstein Web & Email Recommendations in Marketing Cloud. These recommendations should be consistent across email, storefront, and service console.Which two things should a Solution Architect consider before recommending this approach?Choose 2 answers

Accepted Answer

The service console will need a customized Lightning component to display the recommendations,

Accepted Answer

Each storefront should be linked to its own Marketing Cloud Business Unit to ensure relevant recommendations.

Answer

Product Catalogs can be configured natively to sync from B2C Commerce to Marketing Cloud using a point and click configuration.

Answer

Email should be used as the unique identifier since B2C Commerce and Service Cloud may not have the Marketing Cloud Contact Key.

Question 16

When integrating B2C Commerce with Marketing Cloud, which data extension type should be used to store order and product records in Marketing Cloud?

Accepted Answer

Standard Data Extension

Answer

Transactional Data Extension

Answer

Synchronized Data Extension

Answer

Sendable Data Extension

Question 17

A company uses B2C Commerce, Experience Cloud, and Marketing Cloud. Now the company wants to enable Social Login with Facebook, Google, and Twitter to increase their conversion rates. Currently, Customer Identity is in use and two types of accounts are available: Individual accounts and household accounts.Which consideration should a Solution Architect keep in mind when configuring seamless cross-cloud identity?

Accepted Answer

Commerce Cloud will be the system of record for customer shopping data, including individual profile and authentication credentials.

Answer

The Commerce Cloud to Service Cloud connector supports both person account and contact accounts out-of-the-box.

Answer

Full access (full) scope will request access to all accessible data that the third-party provides.

Answer

To create the external authenticated profile in Commerce Cloud, Service Cloud will need to invoke a remote OAuth2 authentication request to Commerce Cloud.

Question 18

A telecommunications company is implementing Service Cloud and Experience Cloud with a goal to have a single view of their customers. Current system limitations have resulted in many duplicate and incomplete customer records with inadequate data quality in the millions of records. They want this issue remediated when migrating the data to Service Cloud and Experience Cloud.Which two activities and tools should a Solution Architect recommend to address these concerns when planning the data migration activity and assure it is completed in a timely manner?Choose 2 answers

Accepted Answer

Use an ETL tool with a staging database in order to run data cleansing tools to obtain a clean data set.

Accepted Answer

Iteratively test smaller loads against a developer or partial copy sandbox and the full load against a full copy sandbox.

Answer

Q Duplicate Management in Salesforce can be used to identify and manage duplicate records.

Answer

Iteratively test smaller loads against a developer sandbox and the full load against a partial copy sandbox.

Question 19

A merchant has implemented a custom solution on B2C Commerce, exposing a configurable outdoor table composed of multiple, different SKUs representing the table top, legs, hardware, cover, and optional extended warranty.On the B2C Commerce storefront, customers can select from any in-stock options for each of the components to create their perfect table before check-out. Although the final product is presented to the customer as one table, inventory is tracked at the component level, and all of the component SKUs must be sent to the Order Management System in the resulting commerce order.Which two solutions would allow the merchant to make this custom product experience available in Service Cloud to support the customer service rep purchasing and feature review''Choose 2 answers

Accepted Answer

Use hooks to extend the existing Open Commerce API (OCAPI) product endpoint with additional information about the custom product options and component availability in real time to support a custom experience in Service Cloud.

Accepted Answer

Use Customer Service Representative (CSR) Order on Behalf Of to access the existing B2C Commerce storefront as a CSR acting on behalf of a customer when making purchases or reviewing custom products.

Answer

Create a custom Open Commerce API {OCAPI) endpoint on B2C Commerce to expose the custom product options and component availability in real time to support a custom experience in Service Cloud.

Answer

Create a custom B2C Commerce job to export custom product component data on a nightly basis and import into Service Cloud to support a custom experience.

Question 20

A customer is currently implementing B2C Commerce and wants to use Marketing Cloud to send triggered emails like the Welcome Email, Order Confirmation, and Order Status Update Email. The customer is not interested in Sales or Service Cloud.Which three steps are required to configure the Marketing Cloud for B2C Commerce storefront triggered emails?Choose 3 answers

Accepted Answer

Extend the B2C Commerce storefront to trigger emails via Marketing Cloud's journey REST APIs.

Accepted Answer

Copy and paste the Collect Script within the head or body in the website template.

Accepted Answer

Update order.export custom object in B2C Commerce with the Marketing Cloud object data extension

Answer

Configure data extensions in Marketing Cloud for B2C Commerce objects.

Answer

Set up jobs in B2C Commerce to send catalog, product, order, and customer to Marketing Cloud SFTP.

Question 21

A luxury retailer is about to implement B2C Commerce and Marketing Cloud for their online presence. They are well known for being open with their customers when it comes to their customers' purchases. For example, if a customer asks for a record of their recent purchases, they provide it very quickly within their stores. They would like this to reflect in their online presence as well.Given that requirement and the requirement to adhere to global data privacy acts, what are two out-of-the-box features the retailer should enable across these clouds when it comes to providing customers access to their own data?Choose 2 answers

Accepted Answer

Use the Contact Data Portability report in Marketing Cloud to create a report containing subscriber data related to a single contact.

Accepted Answer

Use the Customer Data Snapshots report in Commerce Cloud to create a report containing purchaser data related to a single customer.

Answer

Use the Contact Data Snapshots report in Commerce Cloud to create a report containing purchaser data related to a single contact.

Answer

Use the Customer Data Portability report in Marketing Cloud to create a report containing subscriber data related to a single customer.

Question 22

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 Data Platform (CDP) could help them solve their problem.How should a Solution Architect describe the role of CDP in this context7

Accepted Answer

CDP 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

When CDP is provisioned, B2C Commerce, Service Cloud, and Marketing Cloud will automatically use a common core Customer Profile managed by Customer 360 Data Manager.

Answer

CDP 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.

Answer

CDP cannot be used across multiple brands within a single merchant environment because the customer as human view cannot support different accounts under separate brands.

Question 23

Universal Containers has been using Service Cloud and recently decided to implement Marketing Cloud. There are many data quality issues in Service Cloud like duplicates and incomplete email addresses. They want to use Marketing Cloud to send personalized communications.Which two recommendations should a Solution Architect make when suggesting a migration strategy from an existing Service Cloud implementation to a new Marketing Cloud one?Choose 2 answers

Accepted Answer

Fix the data quality issues in Service Cloud before migrating to Marketing Cloud.

Accepted Answer

Map Contact, Lead, and Account objects within Marketing Cloud to enable personalization.

Answer

Use Customer Data Platform (CDP) to synchronize data between Service Cloud and Marketing Cloud.

Answer

Build a custom connector between Service Cloud and Marketing Cloud that will remove the duplicates.

Question 24

Northern Trail Outfitters (NTO) is beginning an implementation of B2C Commerce, Service Cloud, and Marketing Cloud from legacy applications. NTO's Data Management team is working on a data migration strategy and has to consider the complexity of the systems involved.What should Marketing Cloud be the single source of truth of in this multi-cloud scenario'5

Accepted Answer

Customer journey flow

Answer

Individuals attributes such as name, address, birthday, and email

Answer

Order history

Answer

Customer product affinity

Question 25

A company, currently using B2C Commerce and Service Cloud, has recently purchased and integrated Salesforce Order Management into its order flow. One of the first projects the company would like to complete is to allow its customers to purchase online and pick up their order in the store.What flow should a Solution Architect suggest to facilitate this request'

Accepted Answer

B2C Commerce exports the order to Salesforce Order Management. Salesforce Order Management passes the order information to Service Cloud. Once the order is picked up by the customer, Service Cloud updates the final status in Salesforce Order Management.

Answer

B2C Commerce exports the order to Service Cloud. Service Cloud passes the order information to Salesforce Order Management. Once the order is picked up by the customer, Salesforce Order Management updates the final status in Service Cloud.

Answer

B2C Commerce exports the order to Salesforce Order Management. Salesforce Order Management passes the order information to Service Cloud. Once the order is picked up by the customer, Service Cloud sends the final status to B2C Commerce.

Answer

B2C Commerce exports the order to Service Cloud and Salesforce Order Management at the same time. Once the order is picked up by the customer, Service Cloud sends the final status to Salesforce Order Management and B2C Commerce.

Question 26

A customer has been using Marketing Cioud with their existing (non-Salesforce) ecommerce site for more than 3 years and is now implementing Service Cloud to help improve the quality of support given to their customers. While Service Cloud will be integrated with the ecommerce site and they want to use many Marketing Cloud Connect features, the customer is insisting on continuing to use the existing integration between the ecommerce site and Marketing Cloud until they move to Salesforce B2C Commerce (planned for the coming 2 years).Which two concerns should the Solution Architect raise with the customer considering the approach they want to take?Choose 2 answers

Accepted Answer

Email tracking for messages sent from the ecommerce site will not be replicated via Marketing Cloud Connect and therefore will not be visible to the Service Agents.

Accepted Answer

Contacts may be duplicated in Marketing Cloud during the transition phase, and additional work may be required to merge identities at a later date.

Answer

Additional Matching rules will need to be implemented in Service Cloud to ensure identities are merged before messaging in Marketing Cloud.

Answer

Journey Builder will need to be used to update the Contact Key directly in Marketing Cloud to ensure the existing ecommerce site integration can continue to be used.

Question 27

An organization operating more than 20 beauty, personal care, and health brands wants to move from its on-premise CRM system to Service Cloud and Marketing Cloud. Because a customer's privacy and marketing preferences can vary based on the brand, the organization needs to track those preferences to run consent-based marketing campaigns.Which consideration should a Solution Architect keep in mind with respect to consent preferences in Marketing Cloud with the consent data model?

Accepted Answer

A separate contact is required for each brand where consent is independently managed; the total count of contacts in Marketing Cloud can be larger than the number of individual customers.

Answer

When multiple brands are operated in a single org, the native relationship between Business, Brand, and Contact object helps distinguish privacy and consent preferences that vary between different brands.

Answer

Global consent governs all-or-nothing consent settings that should be managed on the Contact object to follow cross-cloud data strategy best practice using the contact ID as the primary key in Marketing Cloud.

Answer

When a subscriber unsubscribes without following the unsubscribe link provided in the message, the unsubscribe request is sent to Marketing Cloud directly and synchronized to the Salesforce Consent Data Model through Marketing Cloud Connect.

Question 28

A company contracted with a Satesforce implementation partner. A Solution Architect and a functional architect from the partner firm met with the business and IT stakeholders in the initial business discovery workshop. During that time, the Solution Architect gathered requirements about how the system needs to function in Salesforce with data flowing to downstream systems. The company also provided sketches of a potential user interface they want to see.Which three actions should the Solution Architect take to ensure the right solution can be delivered?Choose 3 answers

Accepted Answer

Capture functional specifications that contain business processes and expectations of how they translate to user interface behavior.

Accepted Answer

Ask the company to describe system integrations and primary source of records to support business requirements.

Accepted Answer

Investigate the challenges that the company is experiencing with their existing setup and understand how they expect the future solution to solve those challenges.

Answer

Design the annotated wireframes of the current user interface and finalize the future state data architectures.

Answer

Thank the company for providing solution specifications and deliver those to the technical team.

Question 29

A company wants to integrate B2C Commerce and Service Cloud with Order Management so that customers who are shopping online can receive support from service agents during returns, exchanges, and payments. The company wants to send order and transaction information to Service Cloud so that agents have the most up-to-date information when providing service to customers.What capabilities of a B2C Commerce and Service Cloud integration can a service agent benefit from most?

Accepted Answer

Service agents leverage order line items, shipment, and payment information in Service Cloud.

Answer

Service agents leverage order cancellation but only with custom development.

Answer

Service agents leverage products, catalog, and inventory information directly in Service Cloud.

Answer

Service agents leverage the entire case history inside of B2C Commerce.

Question 30

As part of a digital transformation initiative. Universal Containers (UC) wants to start a new project to implement Salesforce Platform, Marketing Cloud, and B2C Commerce. They have mapped the requirements and captured the user stories, including non-functional requirements. Almost all requirements touch all three clouds.UC wants to go-live with all functionality in three years, but the executive team would like to see the benefits and return on investment sooner than that.What should the Solution Architect recommend in order to align with the executive team's request7

Accepted Answer

A multi-phased approach with functionality across all clouds delivered to production in each phase.

Answer

Build and test the functionality across all clouds at once and deploy to production at the end of the three years.

Answer

Go-live with Sales and Service cloud functionality first, followed by Marketing Cloud, and then B2C Commerce.

Answer

Reduce the overall timeline by removing most non-functional requirements around reliability and performance.

Question 31

Refer to the image below:<img alt="Salesforce Certified B2C Solution Architect image Question 111 60130 09232024001913000000"   width="1006" height="556" src="https://examgecko.com/getfile/9323f123-3e68-4cca-a95e-24f38f3a55b1">A brand is planning to re-platform their existing website onto B2C Commerce. As part of the re-platform they will create a new social community portal. They are going to implement B2C Commerce, Experience Cloud, and Salesforce Identity.After reviewing the workflow, which system should a Solution Architect recommend to use as a primary authentication method while attempting to minimize migration of customer profile data?

Accepted Answer

Salesforce Core Platform/Identity

Answer

Salesforce CDP

Answer

Salesforce Marketing Cloud

Answer

Salesforce B2C Commerce

Question 32

Northern Trail Outfitters (NTO) wants to unify customer data with a single identity for each customer across their eCommerce sites and communities. Communities are treated as an identity provider (IDP) for commerce enabling self-service support for products via knowledge articles, crowd-sourced knowledge, and Chatter.What data should be maintained within Experience Cloud as the primary system?

Accepted Answer

Core profile data (name, email)

Answer

Shipping address

Answer

Payment methods

Answer

Communication preferences

Question 33

A company wants to use the Satesforce Platform to enable personalized l-l marketing, an online ordering platform, and a customer-centric support solution for their service agents. The goal of the company is to provide an end-to-end customer centric and personalized experience.What is an example artifact that can be used to ensure the company understands the systems involved in the solution'

Accepted Answer

Reference architecture

Answer

Journey map

Answer

Product backlog

Answer

Storefront wireframes

Question 34

Universal Containers (UC) uses B2C Commerce, Marketing Cloud, and Salesforce OMS for their online sales capabilities. Given recent logistics constraints and challenges, many customers are asking UC for the ability to make their purchases online but pick them up at a local store or location (BOPIS).Which consideration should a Solution Architect keep in mind when designing a solution for UC that would allow for this functionality?

Accepted Answer

Manage inventory data inside of B2C Commerce so it is easier to parse by store.

Answer

Manage inventory data inside of Salesforce OMS so it is easier to parse by store.

Answer

Manage B2C Commerce geolocation data for stores on an order by order basis.

Answer

Marketing Cloud Mobile Push is required for this solution and must be enabled.

Question 35

A company uses B2C Commerce to capture customer orders and then uses an ETL tool to send the orders to an ERP system for processing. The company also uses Service Cloud and would like to display the processed orders in that system as well, in case their service reps need to refer to an order. However, the order data itself does not need to be copied.Which tool can a Solution Architect use to meet this requirement?

Accepted Answer

Salesforce Connect

Answer

Remote Process Invocation

Answer

Streaming API

Answer

Batch Data Synchronization

Question 36

A holding company owns and operates a large number of brands internationally. They are interested in migrating to a Salesforce multi-cloud solution to optimize IT spending across the brands. The brands would like to operate B2C Commerce sites supported by Service Cloud for their agents, and use Marketing Cloud to drive consumer engagement.Given that the company has operations and customers in multiple countries around the world, which two recommendations should a Solution Architect make to ensure that customer experiences are compliant with all domestic and international regulations related to data privacy and security7Choose 2 answers

Accepted Answer

When implementing an B2C Commerce storefront, consider providing shoppers a mechanism to download their data.

Accepted Answer

Consider implementing Customer Data Platform (CDP) to ensure compliance with data protection laws.

Answer

Use a Service Cloud instance in every market in which they operate to ensure that data residency requirements are fulfilled.

Answer

Consider implementing enhanced transaction security to apply appropriate actions to monitor and control Service Cloud user activity.

Question 37

Northern Trail Outfitters (NTO) operates its website on B2C Commerce. NTO recently decided to update its Customer Service from a bespoke solution to Service Cloud.NTO currently has around two million customer records in its B2C Commerce database that need to be migrated into Service Cloud.What should a Solution Architect recommend to export all the customer data from B2C Commerce and import into Service Cloud without additional development7

Accepted Answer

Export the data using Business Manager, and import it into Salesforce using Data Loader.

Answer

Export the data using B2C Commerce APIs, and import it into Salesforce using Data Loader.

Answer

Export the data using B2C Commerce APIs, and import it into Salesforce using Data Import Wizard.

Answer

Export the data using Business Manager, and import it into Salesforce using the Data Import Wizard.

Question 38

Universal Containers (UC) is sending Invoice data from an external ERP system into their Salesforce org. Management is worried about data storage in their org, and after some analyses, they have identified the ERP Invoice records responsible for over 40% of the data storage. Their current business process does not require a Salesforce user to edit these records, so they can be read-only.What recommendation should a Solution Architect make in order to reduce the storage size in Salesforce and still be able to access the ERP Invoice records in Salesforce?

Accepted Answer

Use Salesforce Connect/External Objects (with custom Apex adapters)

Answer

Use Change Data Capture to sync Invoice records

Answer

Build a custom solution to view the ERP Invoice records in Salesforce

Answer

Use Platform Events to sync Invoice record changes

Question 39

Universal Containers (UC) wants to implement the right-to-be-forgotten requirement in their Salesforce org in order to be compliant with data privacy laws. This means that UC must delete, archive, or de-identify the data subject's PII in an org within 30 days of their request.What should a Solution Architect recommend to implement this requirement'*

Accepted Answer

Recommend Salesforce Privacy Center to manage how the Salesforce org retains, deletes, anonymizes, and transfers customer data.

Answer

Implement a custom solution that allows system administrators to run a job to obscure or delete the data in the request scope.

Answer

Create a team who can manually review these requests and delete or obscure the data from all relevant systems.

Answer

Implement a soft delete strategy by marking the data as 'archived' or 'deleted' without actually deleting it.

Question 40

An organization currently has separate teams supporting Service Cloud, Marketing Cloud, store operations with a point-of-sale solution, and eCommerce with Commerce Cloud. Each business unit has their own key performance indicators (KPIs) but the organization is struggling to understand the big picture and improve customer engagement with the brand.In which two ways would Salesforce CDP help in this scenario?Choose 2 answers

Accepted Answer

It ingests customer data from each system and uses matching rules to find records representing the same person, uniting them under a Unified Individual.

Accepted Answer

It can power experiences through other channels like Marketing Cloud Engagement by activating customer segments.

Answer

It creates one Individual record that replaces the system-specific records in other products, creating a unified view of the customer.

Answer

It provides cross-channel analytics using pre-built, native dashboards and charts within the unified profile.

Salesforce Certified B2C Solution Architect Practice Test 3

Salesforce Certified B2C Solution Architect Practice Tests