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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: 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 2: Data Models and Management | 25% | - Manage data quality, migration, and lifecycle - Define data models and relationships across systems - Plan data integration, synchronization, and governance |
| Topic 3: Integration Strategy | 23% | - Evaluate tools, middleware, and custom development needs - Select integration patterns and APIs - Design secure, scalable, and high-performance integrations |
| 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% | - Map customer journeys to B2C solutions - Evaluate product features and business outcomes - Recommend suitable Salesforce products for business processes |
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NEW QUESTION # 24
A company uses Service Cloud and B2C Commerce and now wants to enable the 'Order on Behalf of functionality on its storefront. The customers using the storefront are Person and Household accounts.
Which three design and architecture considerations should a Solution Architect follow to ensure that the
'Order on Behalf of functionality works well for all the designated storefront customers?
Choose 3 answers
Answer: C,D,E
Explanation:
The Order on Behalf of functionality allows Service Cloud agents to create orders for customers on the B2C Commerce storefront. To enable this functionality, the following design and architecture considerations should be followed:
* Verify that the permissions used are Login_On_Behalf, Login_Agent, and Create_Order_On_BehaIf_Of business manager functional permissions. These permissions are required for the Service Cloud Connector user in B2C Commerce to perform the Order on Behalf of actions.
* The Order on Behalf of feature in the Service to B2C Commerce Connector only supports person accounts as a customer model by default. If the customers using the storefront are household accounts, additional customization is required to map the household account ID to the B2C Commerce customer ID.
* Verify that agents are Service Cloud and B2C Commerce users with Order on Behalf rights. Agents need to have both Service Cloud and B2C Commerce user accounts with the appropriate roles and permissions to access the Order on Behalf of feature.
Option C is incorrect because a default user is not required for anonymous storefront shoppers. Option D is incorrect because the REST calls between B2C Commerce and Service Cloud do count towards API governor limits. References:
* https://help.salesforce.com/s/articleView?id=sf.icx_b2c_order_on_behalf_of.htm&type=5
* https://help.salesforce.com/s/articleView?id=sf.icx_b2c_order_on_behalf_of_permissions.htm&type=5
* https://help.salesforce.com/s/articleView?id=sf.icx_b2c_order_on_behalf_of_limitations.htm&type=5
NEW QUESTION # 25
A company needs to have specific fields encrypted in the user interface on the contact record in Service Cloud as well as on some fields in data extensions that exist only in the Marketing Cloud. The merchant believes that Salesforce Shield Encryption is a suitable solution.
Which two considerations are relevant for the merchant when determining an appropriate solution?
Choose 2 answers
Answer: B,C
Explanation:
Salesforce Shield Encryption is a feature that allows encrypting sensitive data at rest in Salesforce without compromising functionality or performance. Shield Encryption uses probabilistic encryption to protect data while preserving its format and length. Field-Level Encryption is a feature in Marketing Cloud that allows encrypting sensitive data at rest in Marketing Cloud using customer-managed keys. Field-Level Encryption uses deterministic encryption to protect data while preserving its format and length. When determining an appropriate solution for encrypting specific fields in Service Cloud as well as in data extensions in Marketing Cloud, the following considerations are relevant:
* With Shield, encrypted fields cannot be used to filter or sort in Process Builder and Flow Builder.
Process Builder and Flow Builder are tools in Salesforce that allow creating automated workflows and processes based on certain criteria or conditions. However, Shield Encryption does not support filtering or sorting on encrypted fields in these tools, because probabilistic encryption does not allow exact matching or comparison of values.
* Shield encryption can be done on any standard or custom field on all field types, but cannot be set to encrypt those fields in Marketing Cloud. Shield Encryption supports encrypting any standard or custom field on any field type in Salesforce, such as text, email, phone, date, etc. However, Shield Encryption does not apply to Marketing Cloud fields or data extensions, because they are stored in a separate database from Salesforce. To encrypt fields in Marketing Cloud, Field-Level Encryption must be used.
Option A is incorrect because with Shield, encrypted fields are visible to the user if they have the View Encrypted Data permission, but there are other feature impacts such as filtering, sorting, searching, etc.
Option C is incorrect because Field-Level Encryption is not required on Marketing Cloud to encrypt the custom fields if they are already encrypted by Shield Encryption in Service Cloud. However, Field-Level Encryption can be used on Marketing Cloud if additional encryption or customer-managed keys are needed.
References:
* https://help.salesforce.com/s/articleView?id=sf.security_pe_overview.htm&type=5
* https://help.salesforce.com/s/articleView?id=sf.security_pe_considerations_general.htm&type=5
* https://help.salesforce.com/s/articleView?id=sf.mc_overview_field_level_encryption.htm&type=5
NEW QUESTION # 26
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?
Answer: C
Explanation:
This answer is correct because it describes the capabilities of a B2C Commerce and Service Cloud integration with Order Management that can benefit service agents most. By sending order and transaction information to Service Cloud, service agents can have a complete view of the customer's order history, status, and payment details, which can help them provide better service during returns, exchanges, and payments. References:
https://help.salesforce.com/s/articleView?id=sf.b2c_commerce_service_cloud_integration.htm&type=5
NEW QUESTION # 27
A company has 2,000 customers and currently services them using a call center and spreadsheets. Because of the lack of systems there is no ability to track how successful agents are. In addition, their ordering system cannot be easily accessed by service agents costing valuable time and hurting customer satisfaction.
What are two reasons a connected B2C Solution can add value to the company?
Choose 2 answers
Answer: B,C
Explanation:
B: Allowing agents to more easily access customer data to better support customers when they call in can add value to the company by improving customer satisfaction, loyalty, and retention. This can also enable agents to provide personalized recommendations, cross-sell or upsell opportunities, and proactive service based on the customer's profile, preferences, and purchase history. C. Allowing agents to use SSO to log into B2C Commerce and Service Cloud using the same credentials can add value to the company by simplifying the login process, enhancing security, and reducing administrative overhead. This can also provide a seamless user experience for agents across different systems and platforms. References:
* https://www.salesforce.com/products/service-cloud/overview/
* https://www.salesforce.com/products/commerce-cloud/overview/
* https://help.salesforce.com/s/articleView?id=sf.identity_sso.htm&type=5
NEW QUESTION # 28
Northern Trail Outfitters (NTO) wants to use Marketing Cloud to implement an Abandoned Cart Solution Workflow so that personalized messages are sent to shoppers who add items to their cart but abandon the B2C Commerce storefront.
Which two options should a Solution Architect recommended to meet this requirement? Choose 2 answers
Answer: B,C
Explanation:
Both options A and B are valid ways to implement an Abandoned Cart Solution Workflow using B2C Commerce and Marketing Cloud. Option A uses streaming updates for catalog importing, which allows for near real-time updates of product information in Marketing Cloud. Option B uses data feeds that are transferred via SFTP and imported via Automation Studio, which allows for more control over the data format and frequency. Both options use collect.js or Collect Tracking Code to monitor shopper behavior on the B2C Commerce site and share it with Marketing Cloud. Both options also use Journey Builder to trigger personalized messages based on abandoned cart events. Option C is not valid because Google Analytics tracking is not part of the solution. Option D is not valid because inventory data is not required for the solution. References:
* https://help.salesforce.com/s/articleView?id=sf.icx_b2c_abandonedcart_req_workflow.htm&language=en_US&type=5
* https://trailhead.salesforce.com/content/learn/modules/salesforce-solution-kits-quick-look/c360-sk1
NEW QUESTION # 29
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