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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Data Models and Management | 25% | - Define data models and relationships across systems - Plan data integration, synchronization, and governance - Manage data quality, migration, and lifecycle |
| Topic 2: Discovery and Customer Success | 27% | - Facilitate customer engagement and requirements gathering - Define success criteria and implementation roadmap - Validate architecture, systems of record, and risks |
| Topic 3: Architecture Design | 18% | - Address security, compliance, and data residency requirements - Design multi-cloud solution architecture - Illustrate interactions between Salesforce clouds and third-party systems |
| Topic 4: Integration Strategy | 23% | - Design secure, scalable, and high-performance integrations - Evaluate tools, middleware, and custom development needs - Select integration patterns and APIs |
| Topic 5: Functional Capabilities and Business Value | 7% | - Recommend suitable Salesforce products for business processes - Evaluate product features and business outcomes - Map customer journeys to B2C solutions |
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NEW QUESTION # 152
A retail company that sell fitness products Is implementing Service Cloud, B2C Commerce, and Marketing Cloud, In order to provide their customers with personalized recommendations, they are capturing and storing certain PII and health information. In order to adhers to compliance and regulations, they need to ensure shared data is encrypted across all platforms.
What features should a Solution Architect recommend to accomplish this?
Answer: C
Explanation:
Shield Platform Encryption is a feature that allows you to encrypt sensitive data at rest in Service Cloud and B2C Commerce, while preserving platform functionality. Encrypted Data Sending (EDS) is a feature that allows you to send encrypted data from Service Cloud to Marketing Cloud using an encryption key that only you control. B2C Commerce's crypto API is a set of methods that allow you to encrypt and decrypt data using symmetric or asymmetric keys in your code.
References:
* [Salesforce Shield Platform Encryption Implementation Guide]
* [Encrypted Data Sending (EDS) for Marketing Cloud]
* [B2C Commerce Crypto API]
NEW QUESTION # 153
A company had strong new-customer growth for the year but has noticed that lifetime value has been declining. They want to run automated re-engagement campaigns with customers who made purchases in the last 24 months but are unsure of where to start. They have Service Cloud, Marketing Cloud, and B2C Commerce implemented and recently began using Tableau CRM (formerly Einstein Analytics).
Which two recommendations should a Solution Architect provide to the company to improve the success of the automated campaign? Choose 2 answers
Answer: A,D
Explanation:
* Option A is correct because configuring Einstein Retargeting Recommendations in Marketing Cloud to automate segment generation for Journey Builder is a valid recommendation to improve the success of the automated campaign. Einstein Retargeting Recommendations uses machine learning to identify customers who are likely to purchase again based on their past behavior and preferences, and automatically creates segments for Journey Builder to send personalized messages and offers.
* Option D is correct because using Einstein Discovery to generate a retargeting score representing likelihood to purchase in the next three months is a valid recommendation to improve the success of the automated campaign. Einstein Discovery uses advanced analytics and AI to analyze data from multiple sources and generate predictive insights and recommendations. A retargeting score can help the company prioritize and target customers who have a high probability of buying again.
* Option B is incorrect because using SMS as a channel due to its significantly higher engagement rate as compared to email is not a valid recommendation to improve the success of the automated campaign.
SMS may have a higher engagement rate than email, but it also has a higher cost and a lower personalization potential. SMS should be used sparingly and strategically for time-sensitive or urgent messages, not for general re-engagement campaigns.
* Option C is incorrect because generating personalized coupon codes in B2C Commerce and sending them through Marketing Cloud to be able to effectively track impact of campaigns is not a valid recommendation to improve the success of the automated campaign. Personalized coupon codes may increase conversions and loyalty, but they also reduce margins and profitability. Coupon codes should be used selectively and carefully for customers who have a high lifetime value or a high retargeting score, not for all customers who made purchases in the last 24 months.
References:
* [Get Started with B2C Solution Architect Cert Prep - Trailhead]
* [Certification - B2C Solution Architect - Trailhead]
* B2C Solution Architect Certification Guide | Salesforce Ben
NEW QUESTION # 154
A company currently provides service to its customers using a call center and spreadsheets, Because of the lack of systems, there is no ability to track how successful agents are. In addition, the ordering system cannot be easily accessed by service agents, costing valuable time and hurting customer satisfaction.
What should a Solution Architect say to convince the company to shift to a connected B2C Solution approach?
Answer: C
Explanation:
A connected B2C Solution approach is an approach that allows integrating B2C Commerce and Service Cloud to provide a seamless and omnichannel experience for customers across different touchpoints. A connected B2C Solution approach can provide various benefits, such as increased customer satisfaction, loyalty, retention, and revenue. To convince the company to shift to a connected B2C Solution approach, a Solution Architect should say the following:
* Agents will have easy access to customer data to provide a better service experience when customers call in. By integrating B2C Commerce and Service Cloud using features such as Service Cloud Connector or Salesforce Order Management, agents will be able to access customer and order information from B2C Commerce directly in Service Console without switching between multiple systems. This will enable agents to answer customer questions more quickly and accurately, resolve issues more efficiently, and offer personalized recommendations or solutions.
Option B is incorrect because agents will not have a better interface using Service Cloud and B2C Commerce with Heroku. Heroku is a platform that allows building, running, and scaling custom web applications using various languages and frameworks. Heroku is not directly related to creating a connected B2C Solution approach, although it can be used to extend or customize the functionality of B2C Commerce or Service Cloud. Option C is incorrect because agents cannot utilize SSO to launch an 'Order on Behalf of' storefront experience within the B2C Commerce UI. SSO is a feature that allows users to log in to multiple applications or systems with the same credentials. SSO does not enable launching an 'Order on Behalf of' storefront experience within the B2C Commerce UI, which is a feature that allows agents to create orders on behalf of customers using the storefront login. To enable this feature, the company needs to use Service Cloud Connector or Salesforce Order Management to integrate B2C Commerce and Service Cloud. Option D is incorrect because agents' success rates will not be better measured after helping the company define ROI KPIs together. Although this is a possible benefit of shifting to a connected B2C Solution approach, it is not the most convincing or compelling one for the company's situation. The company's main pain point is the lack of systems and access to customer and order data, which affects their service quality and customer satisfaction. Therefore, the most convincing argument for shifting to a connected B2C Solution approach is how it can improve the service experience for both agents and customers by providing easy access to customer data. References:
* https://help.salesforce.com/s/articleView?id=sf.icx_b2c_overview.htm&type=5
* https://www.salesforce.com/products/commerce-cloud/ecommerce/order-management/
* https://help.salesforce.com/s/articleView?id=sf.sso_about.htm&type=5
NEW QUESTION # 155
A university is considering using Experience Cloud so its students can interact with advisors who have Service Cloud licenses. The university would like to offer the easiest path for existing students to log in while still maintaining security. They have an on-premises Active Directory identity provider and use Google Workspace (formerly known as G Suite) for student email addresses.
What should a Solution Architect recommend?
Answer: D
Explanation:
* A is correct because implementing Social Sign On with OpenID Connect and Google Workspace as Auth Provider is a simple and secure way to allow existing students to log in to Experience Cloud using their Google Workspace credentials1. This also eliminates the need for creating and managing separate user accounts in Experience Cloud.
* B is incorrect because implementing Active Directory and Salesforce Identity for SAML delegated Single Sign On would require the university to set up and maintain a SAML identity provider and configure it with Salesforce Identity. This would be more complex and costly than using Social Sign On with Google Workspace2.
* C is incorrect because implementing Aloha template for students to access email with Salesforce Authenticator app would not meet the requirement of using the existing Google Workspace email addresses. Aloha template is a pre-built template for Experience Cloud that provides email functionality, but it does not integrate with Google Workspace3. Salesforce Authenticator app is a mobile app that provides two-factor authentication, but it does not integrate with Google Workspace either.
* D is incorrect because implementing OAuth 2.0 authentication protocol with Google Workspace as Service Provider would not meet the requirement of using the easiest path for existing students to log in. OAuth 2.0 is a protocol that allows users to authorize third-party applications to access their data, but it does not provide authentication or single sign on functionality.
References:
* 1: https://help.salesforce.com/s/articleView?id=sf.networks_auth_provider_openid_connect.
htm&type=5
* 2: https://help.salesforce.com/s/articleView?id=sf.identity_provider_saml.htm&type=5
* 3: https://help.salesforce.com/s/articleView?id=sf.networks_templates_aloha.htm&type=5
* : https://help.salesforce.com/s/articleView?id=sf.security_authenticator_app.htm&type=5
* : https://help.salesforce.com/s/articleView?id=sf.remoteaccess_oauth_web_server_flow.htm&type=5
NEW QUESTION # 156
A luxury retailer Is about to implement B2C Commerce and Marketing Cloud for their online presence. They are well known for their privacy when it comes to their customers' purchases within their stores and would like that 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 their customers' privacy?
Choose 2 answers
Answer: A,C
Explanation:
To adhere to global data privacy acts and respect customers' privacy, the retailer should enable terms and conditions functionality within Marketing Cloud, which will allow them to display a custom message and a checkbox for customers to agree before they can submit a form or join a list. The retailer should also use profile and preference center functionality for Marketing Cloud Email Studio, which will allow them to capture consent and opt-in confirmation from customers, as well as provide them with options to manage their email preferences and unsubscribe.
References:
* [Terms and Conditions]
* [Profile and Preference Centers]
NEW QUESTION # 157
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