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| Section | Weight | Objectives |
|---|---|---|
| Integration Strategy | 23% | - Evaluate tools, middleware, and custom development needs - Design secure, scalable, and high-performance integrations - Select integration patterns and APIs |
| Discovery and Customer Success | 27% | - Define success criteria and implementation roadmap - Facilitate customer engagement and requirements gathering - Validate architecture, systems of record, and risks |
| Architecture Design | 18% | - Design multi-cloud solution architecture - Address security, compliance, and data residency requirements - Illustrate interactions between Salesforce clouds and third-party systems |
| Data Models and Management | 25% | - Manage data quality, migration, and lifecycle - Define data models and relationships across systems - Plan data integration, synchronization, and governance |
| 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 # 46
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: D
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 # 47
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
Answer: A,D
Explanation:
A: The service console does not have a native integration with Einstein Web & Email Recommendations, so a customized Lightning component is needed to display the recommendations based on the customer's browsing and purchase history. C. Each storefront should be linked to its own Marketing Cloud Business Unit to ensure relevant recommendations based on the product catalog and customer behavior of each market. This also provides data segregation and customization for each storefront. References: https://help.salesforce.com/s/articleView?id=sf.mc_pb_einstein_web_recommendations.htm&type=5
https://help.salesforce.com/s/articleView?id=sf.mc_pb_product_catalog.htm&type=5
NEW QUESTION # 48
A company is using both Service Cloud and B2C Commerce but they are not using Mulesoft or any other integration middleware and do not plan on adding that in the near future. However, there is a need to keep customer records in sync across both Service Cloud and B2C Commerce. When a change to the customer record in Service Cloud takes place, such as an updated customer name, the same customer record should be updated in B2C Commerce. Assume that there is a common ID that uniquely identifies the customer across the two systems.
How should a Solution Architect deliver the desired functionality?
Answer: D
Explanation:
A custom solution in Service Cloud can use Apex or Lightning Web Components to call the B2C Commerce APIs and update the customer records in B2C Commerce. This option provides the most flexibility and control over the integration logic and error handling. Platform events, outbound messages, and change data capture are not supported by B2C Commerce out of the box, so they would require additional development or middleware to handle them. References:
* https://developer.salesforce.com/docs/atlas.en-us.apexcode.meta/apexcode
/apex_rest_code_sample_basic.htm
* https://developer.salesforce.com/docs/component-library/documentation/en/lwc/lwc.data_wire_example
* https://documentation.b2c.commercecloud.salesforce.com/DOC1/index.jsp?topic=%2Fcom.demandware.dochelp%2FOCAPI%2Fcurrent%2Fusage%2FRESTAPIs.html
NEW QUESTION # 49
A company has B2C Commerce and Marketing Cloud. The Marketing team wants to match up the purchasing data from B2C Commerce to the Marketing Cloud subscriber data.
Which two objects from B2C Commerce should a Solution Architect map to Marketing Cloud in order to meet the company's needs?
Choose 2 answers
Answer: A,C
Explanation:
* Option B is correct because orders should be mapped from B2C Commerce to Marketing Cloud in order to meet the company's needs. Orders contain purchasing data such as order number, order date, order total, order status, and order items, which can be used for marketing purposes such as segmentation, personalization, and reporting.
* Option C is correct because customer should be mapped from B2C Commerce to Marketing Cloud in order to meet the company's needs. Customer contains subscriber data such as customer ID, email address, first name, last name, and phone number, which can be used for marketing purposes such as identification, communication, and targeting.
* Option A is incorrect because contact is not an object from B2C Commerce, but rather an object from Service Cloud or Sales Cloud. Contact contains customer data such as name, email address, phone number, and account ID, which can be used for marketing purposes if integrated with Marketing Cloud via Marketing Cloud Connect.
* Option D is incorrect because profile is not an object from B2C Commerce, but rather an object from Experience Cloud or Sales Cloud. Profile contains user data such as username, password, role, and permissions, which can be used for authentication and authorization purposes if integrated with Marketing Cloud via Salesforce Identity or Marketing Cloud Connect.
References:
* [Get Started with B2C Solution Architect Cert Prep - Trailhead]
* [Certification - B2C Solution Architect - Trailhead]
* B2C Solution Architect Certification Guide | Salesforce Ben
NEW QUESTION # 50
A company is seeing an increased volume of customers browsing for higher-value items, as well as longer consideration times before customers place orders based on what is in their shopping carts.
What are two tactics that a Solution Architect could recommend to increase checkouts and decrease the time from adding items to completing a checkout?
Choose 2 answers
Answer: B,D
Explanation:
A: Enabling customer service agents to enroll customers in an Abandoned Cart Journey in Marketing Cloud if an interaction does not result in the processing of an order can help increase checkouts and decrease the time from adding items to completing a checkout by sending targeted and personalized messages to customers who have left items in their carts without purchasing them. This can help re-engage customers, remind them of their cart contents, and encourage them to complete their orders. D. Monitoring the cart items and time since it has been active in B2C Commerce and sending a reminder and checkout incentive 18 hours after the cart was last modified can help increase checkouts and decrease the time from adding items to completing a checkout by leveraging customer behavior data, timing, and urgency to motivate customers to buy their items before they are out of stock or unavailable. This can help reduce cart abandonment, increase conversion rates, and boost customer loyalty. References:
* https://help.salesforce.com/s/articleView?id=sf.mc_jb_abandoned_cart.htm&type=5
* https://help.salesforce.com/s/articleView?id=sf.b2c_commerce_abandoned_carts.htm&type=5
NEW QUESTION # 51
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