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| Section | Weight | Objectives |
|---|---|---|
| Service Cloud | 10% | - Case management and automation - Service process design |
| Experience Cloud | 5% | - Partner and customer engagement - Portal and community solutions |
| Field Service | 5% | - Field service operations - Work order and scheduling optimization |
| Sales Cloud | 10% | - Opportunity and lead management - Sales process optimization |
| Analytics | 5% | - CRM Analytics (Tableau CRM) implementation - Data visualization and reporting |
| Marketing Cloud | 5% | - Marketing automation integration - Customer journey design |
| Data Management | 5% | - Data quality and governance - Data modeling and architecture |
| Discovery and Customer Success | 25% | - Customer-centric discovery techniques - Quantitative and qualitative objectives to measure project success - Discovery artefacts (e.g., Reference Architecture diagram) |
| B2B Commerce | 15% | - B2B Commerce solution design - Integration with other Salesforce clouds |
| Revenue Cloud | 10% | - CPQ and billing solutions - Revenue lifecycle management |
| Integration | 5% | - API management and data integration - MuleSoft integration patterns |
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NEW QUESTION # 101
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?
Answer: C
Explanation:
For Universal Containers' requirements of sending scheduled emails and tracking opens, Marketing Cloud Account Engagement (formerly Pardot) is the recommended solution. It is specifically designed for B2B marketing automation, including email campaigns, lead nurturing, and engagement tracking. Marketing Cloud Account Engagement can handle the variable volume of emails and provides detailed analytics on email interactions, ensuring UC can effectively communicate with its audience and gain insights into campaign performance, in line with Salesforce's marketing automation best practices.
NEW QUESTION # 102
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?
Answer: D
Explanation:
To ensure high adoption by the call center team and maintain consistency in their experience, providing direct access to B2B Commerce data, such as customer carts, within the Service Console is essential. This approach allows agents to view relevant B2B Commerce information seamlessly within their familiar Service Console environment, enabling efficient issue resolution and enhancing customer support. This solution leverages the integrated capabilities of Salesforce to unify customer data across platforms, aligning with best practices for a cohesive user experience and efficient service delivery.
NEW QUESTION # 103
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?
Answer: C
Explanation:
Salesforce Connect allows you to integrate external data sources with Salesforce and access them in real time without storing them in Salesforce1. User Permission Sets let you grant access to various tools and functions to users without changing their profiles12. You can assign permission sets to users with different licenses and revoke them when needed3.
NEW QUESTION # 104
SharpField is a fast-growing company that provides SaaS for commercial service providers. SharpField has been acquiring other similar companies and plans to continue to do so for thenear future.
After a recent acquisition of a company that also has a Salesforce org, the CIO wants to know the correct path forward on deciding whether to integrate the acquired companies into SharpField's existing landscape.
What should a Solution Architect recommend to the CIO to ensure the correct org strategy for SharpField going forward?
Answer: A
Explanation:
there are two possible approaches for Salesforce org strategy: single-org and multi-org. Each approach has its pros and cons depending on the business needs, technology capabilities, governance policies, and operational requirements of the organization.
The best recommendation for the CIO is to prioritize completing an in-depth org strategy analysis, focused on the Business, Technology, Governance, and Operations requirements at SharpField. This should include an assessment of the newly acquired company and any other acquisitions that SharpField is considering.
Additionally, the Solution Architect should recommend a single-org strategy and the development of strict processes for all acquired companies to follow. This will ensure that the Salesforce environment is organized, integrated, and secure. Finally, the Solution Architect should recommend the development of required integration layers to move the required shared data between instances of any and all acquired Salesforce instances.
https://www.salesforce.org/blog/develop-a-salesforce-org-strategy-to-achieve-a-unified-experience/
NEW QUESTION # 105
The business model of Universal Containers (UC) puts a strong emphasis on indirect sales and service processes. UC's customers are primarily distributors, resellers, and service providers who either sell or service products independently,or collaborate with UC on joint opportunities and cases. In the past, collaboration was primarily driven through email but UC wants to bring both service and sales collaboration onto one consolidated platform.
Which solution should a Solution Architect recommend to create better collaboration and visibility for UC employees, resellers, and service partners?
Answer: C
Explanation:
This type of license allowsexternal users to access standard Salesforce objects such as accounts, contacts, leads, opportunities, and cases. It also enables them to collaborate with UCemployees and other partners on joint sales and service processes34.
NEW QUESTION # 106
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