Salesforce B2C-SOLUTION-ARCHITECT Online Practice Questions and Exam Preparation

Salesforce B2C-SOLUTION-ARCHITECT Online Questions & Answers

• Question 1:

  Universal Containers (UC) is working on an initial release of Service Cloud and B2C Commerce. The UC management team is excited about the new features and wants to go to market with the new solution as soon as possible even though the requirements are not completely mapped out.

  A Solution Architect is asked to evaluate when UC can go live with a new B2C Commerce site, automated chatbots, Einstein case classification, Service Cloud Voice, and analytics.

  How should a Solution Architect respond to the management team's request to help formulate a roadmap for these new capabilities?

  A. Facilitate a workshop with the management team, applying the relationship design process to create a roadmap aligned to business objectives.
  B. Facilitate a workshop with the development team and create a list of prioritized user stories that can then be used to create a detailed roadmap.
  C. Ask to follow the management team for a week to gain a better understanding of how they work and what information they need to formulate their roadmap.
  D. Ask each member of the management team about their top three concerns, and use it to formulate the roadmap.
  A. Facilitate a workshop with the management team, applying the relationship design process to create a roadmap aligned to business objectives.

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  explanation:

  Explanation/Reference:

  This answer is correct because it is a way to respond to the management team's request to help formulate a roadmap for these new capabilities using the relationship design process. The relationship design process is a method that centers

  relationships as the building blocks of business and social value. It is based on four mindsets that can help design products and services from a place of compassion:

  compassion, intention, courage, and reciprocity. By facilitating a workshop with the management team, applying the relationship design process, a Solution Architect can help create a roadmap that aligns with business objectives and builds

  customer trust.

  References: https://www.salesforce.com/blog/how-relationship-design-works/

• Question 2:

  A US-based pet superstore wants to build a stronger relationship with their customers by offering an ominichannel, seamless experience at each customer interaction. Currently, they have over 1,500 stores, and numerous pet websites, services, and applications that are siloed, which is a major functional pain point. Recently, they purchased Service Cloud and B2C Commerce and want to integrate their systems as part of their digital transformation.

  Which design and approach should a Solution Architect recommend for a robust and scalable multi-cloud integration?

  A. Implement an integration solution using an outbound messaging design pattern and Salesforce Connect as the integration approach, to connect the multiple clouds and on- premises applications.
  B. Implement a custom integration solution using lightweight middleware tools like Jitterbit or Talend.
  C. Build an application network by adopting an API-led connectivity approach that packages underlying connectivity and orchestration services as easily discoverable and reusable API building blocks.
  D. Build multiple point-to-point application integrations connecting the multi-cloud and on- premises applications using SOA (Service-Oriented Architecture) and SOAP web services.
  C. Build an application network by adopting an API-led connectivity approach that packages underlying connectivity and orchestration services as easily discoverable and reusable API building blocks.

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  explanation:

  Explanation/Reference:

  A multi-cloud integration is a solution that allows connecting and integrating data and applications across different cloud platforms and systems. A multi-cloud integration can provide various benefits, such as scalability, flexibility, resilience, and innovation. To design and implement a robust and scalable multi-cloud integration, a Solution Architect should recommend the following: Build an application network by adopting an API-led connectivity approach that packages underlying connectivity and orchestration services as easily discoverable and reusable API building blocks. An application network is a way of organizing applications, data, and devices into a network of reusable services that can be composed and recomposed to meet changing business needs. An API-led connectivity approach is a methodical way to connect data and applications through reusable and purposeful APIs that are developed to play a specific role: unlocking data from systems, composing data into processes, or delivering an experience. By building an application network using an API-led connectivity approach, the Solution Architect can enable a composable, connected, and automated solution that can leverage the capabilities of different cloud platforms and systems in a flexible and agile way. Option A is incorrect because implementing an integration solution using an outbound messaging design pattern and Salesforce Connect as the integration approach is not suitable or scalable for a multi-cloud integration. An outbound messaging design pattern is a way of sending notifications from Salesforce to external systems when a record is created or updated. Salesforce Connect is a feature that allows accessing and integrating external data from various sources without copying or storing it in Salesforce. These approaches are limited in functionality, performance, security, and reliability for a complex multi-cloud integration scenario. Option B is incorrect because implementing a custom integration solution using lightweight middleware tools like Jitterbit or Talend is not optimal or sustainable for a multi-cloud integration. Lightweight middleware tools are software applications that provide basic integration capabilities, such as data transformation, routing, orchestration, etc. However, these tools are not designed for building an application network or supporting an API-led connectivity approach. They also require custom code or configuration that can increase the cost and complexity of the solution. Option D is incorrect because building multiple point-to-point application integrations connecting the multi-cloud and on-premises applications using SOA (Service-Oriented Architecture) and SOAP web services is not advisable or scalable for a multi-cloud integration. Point-to-point integrations are direct connections between two applications or systems that are tightly coupled and hard to maintain. SOA is an architectural style that organizes applications into loosely coupled services that communicate through standardized interfaces. SOAP web services are protocols that allow exchanging structured data between applications using XML messages. However, these approaches are outdated and inefficient for a modern multi-cloud integration scenario. They also create complexity and fragility in the solution. References: https://www.mulesoft.com/resources/api/what-is-api-led-connectivity https://www.mulesoft.com/resources/api/what-is-an-application-network https://help.salesforce.com/s/articleView?id=sf.datacloud_connect_overview.htmandtype=5 https://help.salesforce.com/s/articleView?id=sf.workflow_om_outboundmessaging.htmandtype=5

• Question 3:

  An organization is considering using the Lead object in Sales Cloud to track customers who have signed up for their newsletter. The goal is to add these customers to a Marketing Cloud nurture campaign. Once they make a purchase, the

  suggested design is to convert the Lead to a Contact record and associate the resulting Contact with a Marketing Cloud Subscriber.

  What recommendation should a Solution Architect make to avoid implementation challenges?

  A. Ensure that the Marketing Cloud Contact associated with the Lead is updated to reference the Contact after conversion.
  B. Avoid using the Lead object by creating Contacts with different Record Types for prospects.
  C. Delete the Marketing Cloud Contact associated with the Lead object after conversion.
  D. Add prospects who have not created an account or made a purchase to Marketing Cloud directly without creating a Lead.
  A. Ensure that the Marketing Cloud Contact associated with the Lead is updated to reference the Contact after conversion.

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  explanation:

  Explanation/Reference:

  This option ensures that the Marketing Cloud Contact is linked to the correct Salesforce record after the Lead is converted to a Contact, and that the contact utilization is not affected by duplicate records. The other options can result in data loss, inconsistent reporting, or unnecessary complexity.

• Question 4:

  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?

  A. Agents will have easy access to customer data to provide a better service experience when customers call in.
  B. Agents will have a better interface using Service Cloud and B2C Commerce with Heroku.
  C. Agents can utilize SSO to launch an `Order on Behalf of' storefront experience within the B2C Commerce UI.
  D. Agents' success rates will be better measured after helping the company define ROI KPIs together.
  A. Agents will have easy access to customer data to provide a better service experience when customers call in.

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  explanation:

  Explanation/Reference:

  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.htmandtype=5 https://www.salesforce.com/products/commerce-cloud/ecommerce/order-management/ https://help.salesforce.com/s/articleView?id=sf.sso_about.htmandtype=5

• Question 5:

  A multi-brand company uses 82C Commerce, Service Cloud, and Marketing Cloud and wants to deliver integrated customer experiences across these Salesforce products, The company has one B2C Commerce realm Serving two storefronts, a Salesforce ora, and a

  Marketing Cloud Instance. None of these Salesforce Clouds are integrated. The company wants to know which Salesforce products require custom integration for this multi-cloud architecture.

  Which two considerations should a Solution Architect provide to answer the company's question? Choose 2 answers

  A. An integration between Service Cloud and B2C Commerce is not necessary, as these clouds are natively integrated and both products are built on the Salesforce Platform.
  B. An integration must be developed between 82C Commerce and Service Cloud to enable the synchronization of customer profiles and unlock REST API access between the two products.
  C. An integration must be developed between Service Cloud and Marketing Cloud to enable Marketing Cloud REST API access from Service Cloud.
  D. An integration must be developed between B2C Commerce and Marketing Cloud to enable Marketing Cloud REST APT access from B2C Commerce.
  B. An integration must be developed between 82C Commerce and Service Cloud to enable the synchronization of customer profiles and unlock REST API access between the two products.
  D. An integration must be developed between B2C Commerce and Marketing Cloud to enable Marketing Cloud REST APT access from B2C Commerce.

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  explanation:

  Explanation/Reference:

  B2C Commerce and Service Cloud are not natively integrated and require custom development to enable data synchronization and API access between them. B2C Commerce and Marketing Cloud also require custom development to enable API access for customer engagement scenarios. References: https://help.salesforce.com/s/articleView?id=sf.b2c_service_cloud_connector_overview.htmandtype=5 https://developer.salesforce.com/docs/commerce/sfra/marketing-cloud/marketing-cloud-integration

• Question 6:

  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

  A. Enable terms and conditions functionality within Marketing Cloud to have customers opt- In.
  B. Determine the stopper's tracking preference using the B2C Commerce Shop API.
  C. Use profile and preference center functionality for Marketing Cloud Email Studio to capture consent and opt-in confirmation.
  D. Create cookies initially, then delete once the customer asks to deny.
  A. Enable terms and conditions functionality within Marketing Cloud to have customers opt- In.
  C. Use profile and preference center functionality for Marketing Cloud Email Studio to capture consent and opt-in confirmation.

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  explanation:

  Explanation/Reference:

  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.

• Question 7:

  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

  A. With Shield, encrypted fields are not visible to the user, but there are no other feature impacts.
  B. With Shield, encrypted fields cannot be used to filter or sort in Process Builder and Flow Builder.
  C. Field-Level Encryption is also required on Marketing Cloud to encrypt the custom fields.
  D. 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.
  B. With Shield, encrypted fields cannot be used to filter or sort in Process Builder and Flow Builder.
  D. 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.

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  explanation:

  Explanation/Reference:

  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.htmandtype=5 https://help.salesforce.com/s/articleView?id=sf.security_pe_considerations_general.htmandtype=5 https://help.salesforce.com/s/articleView?id=sf.mc_overview_field_level_encryption.htmandtype=5

• Question 8:

  A retail company currently uses 62C Commerce and Marketing Cloud to enable a seamless customer experience. They are evaluating tools to better support customer service activities like their call center for online ordering and social customer service.

  Which two functionalities should a Solution Architect discuss with the company to explain the value of Service Cloud? Choose 2 answers A. Ability to create a B2C storefront using Digital Experiences.

  B. Ability to de-duplicate and create a single customer identity.
  C. Ability to allow the agent to see purchase history to support case management
  D. Ability to have a customer leave a journey when they have an escalated case.
  C. Ability to allow the agent to see purchase history to support case management
  D. Ability to have a customer leave a journey when they have an escalated case.

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  explanation:

  Explanation/Reference:

  Service Cloud is a product that allows managing customer service interactions across different channels and systems. To explain the value of Service Cloud to a retail company that currently uses B2C Commerce and Marketing Cloud, a

  Solution Architect can discuss the following functionalities:

  Ability to allow the agent to see purchase history to support case management. Service Cloud can integrate with B2C Commerce to display customer order history and details in the service console or omnichannel routing. This allows agents

  to have a complete view of customer transactions and provide faster and more personalized service.

  Ability to have a customer leave a journey when they have an escalated case. Service Cloud can integrate with Marketing Cloud to trigger customer journey changes based on case events. For example, if a customer has an escalated case,

  Service Cloud can send a signal to Marketing Cloud to pause or exit the customer from a marketing journey, and resume or re-enter the customer when the case is resolved.

  Option A is incorrect because Service Cloud does not provide the ability to create a B2C storefront using Digital Experiences. Digital Experiences is a feature of Experience Cloud that allows creating branded websites and portals for

  customers, partners, or employees. Option B is incorrect because Service Cloud does not provide the ability to de-duplicate and create a single customer identity. This functionality can be achieved by using Customer 360 Data Manager or

  other data integration tools.

  References:

  https://help.salesforce.com/s/articleView?id=sf.service_overview.htmandtype=5

  https://help.salesforce.com/s/articleView?id=sf.icx_b2c_order_on_behalf_of.htmandtype=5

  https://help.salesforce.com/s/articleView?id=sf.mc_co_journey_builder.htmandtype=

  https://help.salesforce.com/s/articleView?id=sf.networks_overview.htmandtype=5

  https://www.salesforce.com/in/blog/2020/04/what-is-salesforce-customer-360.html

• Question 9:

  A company uses B2C Commerce, Experience Cloud, and Marketing Cloud. Now the company wants to enable Social Login with Facebook, Google, and Twitter to increase their conversion rates. Currently, Customer Identity is in use and two types of accounts are available: Individual accounts and household accounts.

  Which consideration should a Solution Architect keep in mind when configuring seamless cross-cloud identity?

  A. The Commerce Cloud to Service Cloud connector supports both person account and contact accounts out-of-the-box.
  B. Commerce Cloud will be the system of record for customer shopping data, including individual profile and authentication credentials.
  C. Full access (full) scope will request access to all accessible data that the third-party provides.
  D. To create the external authenticated profile in Commerce Cloud, Service Cloud will need to invoke a remote OAuth2 authentication request to Commerce Cloud.
  B. Commerce Cloud will be the system of record for customer shopping data, including individual profile and authentication credentials.

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  explanation:

  Explanation/Reference:

  Product Catalogs are a type of data extension that contain product information for generating product recommendations using Einstein in Marketing Cloud. Product Catalogs can be configured natively to sync from B2C Commerce to Marketing Cloud using a point and click configuration in the Marketing Cloud Business Manager. References: https://help.salesforce.com/s/articleView?id=sf.mc_pb_product_catalog.htmandtype=5 https://developer.salesforce.com/docs/commerce/sfra/marketing-cloud/marketing-cloud-integration

• Question 10:

  Northern Trail Outfitters (NTO) wants incoming support cases to automatically be routed to the correct team based on customer purchases.

  Which option should a Solution Architect configure to accomplish this7

  A. Auto Response rules and Support Processes
  B. Apex trigger on a Case object
  C. Queues and Assignment rules
  D. Auto-launched Flow with a Record Trigger
  C. Queues and Assignment rules

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  explanation:

  Explanation/Reference:

  Queues and Assignment rules are features of Service Cloud that allow incoming support cases to be automatically routed to the correct team or agent based on predefined criteria, such as customer purchases, case origin, or case priority.