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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Integration Strategy | 23% | - Evaluate tools, middleware, and custom development needs - Select integration patterns and APIs - Design secure, scalable, and high-performance integrations |
| Topic 2: Discovery and Customer Success | 27% | - Define success criteria and implementation roadmap - Facilitate customer engagement and requirements gathering - Validate architecture, systems of record, and risks |
| Topic 3: Data Models and Management | 25% | - Manage data quality, migration, and lifecycle - Plan data integration, synchronization, and governance - Define data models and relationships across systems |
| Topic 4: Architecture Design | 18% | - Illustrate interactions between Salesforce clouds and third-party systems - Address security, compliance, and data residency requirements - Design multi-cloud solution architecture |
| Topic 5: Functional Capabilities and Business Value | 7% | - Evaluate product features and business outcomes - Recommend suitable Salesforce products for business processes - Map customer journeys to B2C solutions |
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NEW QUESTION # 109
An organization 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 be routed to the correct team based on their tier level.
Which two options should a Solution Architect configure to accomplish this?
Choose 2 answers
Answer: B,C
Explanation:
A support case is a record that tracks a customer's question, problem, feedback, or request for service. A support case can be created manually by a user or automatically by an email, web form, chat, etc. A support case can be assigned to a user or a queue for further action or resolution. To automatically route incoming support cases to the correct team based on their tier level, a Solution Architect should configure the following:
* Assignment Rules: Assignment rules are rules that define how to assign cases to users or queues based on certain criteria or conditions. Assignment rules can help automate the case assignment process and ensure that cases are routed to the right people or teams based on their skills, availability, workload, etc.
* Queues: Queues are lists of records that need to be worked on by multiple users or teams. Queues can help organize and prioritize workloads and distribute cases among users or teams based on their capacity or expertise.
Option C is incorrect because support processes are processes that define the stages or statuses that a case goes through from creation to closure. Support processes do not affect how cases are assigned to users or queues based on tier level. Option D is incorrect because auto response rules are rules that define how to send automatic email responses to customers when cases are created or updated based on certain criteria or conditions. Auto response rules do not affect how cases are assigned to users or queues based on tier level.
References:
* https://help.salesforce.com/s/articleView?id=sf.customize_case.htm&type=5
* https://help.salesforce.com/s/articleView?id=sf.customize_supporthome.htm&type=5
* https://help.salesforce.com/s/articleView?id=sf.queues_overview.htm&type=5
NEW QUESTION # 110
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 the coupon 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
Answer: A,D
Explanation:
A: A service definition in B2C Commerce is a configuration that defines how B2C Commerce communicates with an external system, such as Marketing Cloud. By creating a service definition that points to Marketing Cloud's REST API, the company can enable B2C Commerce to call Marketing Cloud's endpoints for various purposes, such as triggering journeys or updating contact data. D. After purchase, the company can use the B2C Commerce service definition to send redemption data to Marketing Cloud using the REST API. This data can include the coupon code, the journey ID, and the contact key. Marketing Cloud can use this data to update the contact's journey status and stop sending reminder emails. References: https://developer.salesforce.com/docs/commerce/sfra/marketing-cloud/marketing-cloud-integration
https://developer.salesforce.com/docs/commerce/sfra/marketing-cloud/transactional-messaging-api
NEW QUESTION # 111
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
Answer: A,C
Explanation:
C: Case routing can be configured by configuring Service Cloud's omni-channel routing 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. This can help accomplish the goal by ensuring that cases are assigned to the most qualified and available agents based on predefined criteria and rules. D. 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. This can help accomplish the goal by maintaining consistent and updated customer data across different systems and platforms. References:
* https://help.salesforce.com/s/articleView?id=sf.service_presence_omnichannel_routing.htm&type=5
* https://help.salesforce.com/s/articleView?id=sf.mc_co_implement_marketing_cloud_connect.
htm&type=5
* https://help.salesforce.com/s/articleView?id=sf.b2c_commerce_integration.htm&type=5
NEW QUESTION # 112
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
Answer: B,D
Explanation:
A: The Contact Data Portability report in Marketing Cloud is a feature that allows creating a report containing subscriber data related to a single contact, such as email address, name, phone number, preferences, etc. This report can be used to provide customers access to their own data or comply with data privacy regulations, such as GDPR or CCPA. B. The Customer Data Snapshots report in Commerce Cloud is a feature that allows creating a report containing purchaser data related to a single customer, such as order history, payment methods, addresses, etc. This report can be used to provide customers access to their own data or comply with data privacy regulations, such as GDPR or CCPA. References: https://help.salesforce.com/s/articleView?id=sf.mc_overview_contact_data_portability.htm&type=5
https://documentation.b2c.commercecloud.salesforce.com/DOC1/topic/com.demandware.dochelp/content/b2c_commerce/topics/admin/b2c_customer_data_snapshots.html
NEW QUESTION # 113
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?
Answer: B
Explanation:
This answer is correct because it is a way to reduce the storage size in Salesforce and still be able to access the ERP Invoice records in Salesforce. Salesforce Connect/External Objects can be used to display external data in Salesforce without copying or storing it. Custom Apex adapters can be used to connect to any external system that has a web service API, such as an ERP system. References: https://help.salesforce.com/s
/articleView?id=sf.datacloud_connect.htm&type=5 https://developer.salesforce.com/docs/atlas.en-us.
apexcode.meta/apexcode/apex_connector_intro.htm
NEW QUESTION # 114
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