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

Salesforce B2C-SOLUTION-ARCHITECT Online Questions & Answers

• Question 1:

  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

  ---

  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.

• Question 2:

  Refer to the exhibit.

  

  A beauty brand is planning to re-platform their existing website onto B2C Commerce. As part of the re-platform they will create a new social community where beauty insiders can view how-to videos, share tips, and favorite products. As part of the overall solution, the beauty brand is going to implement 82C Commerce, Experience Cloud, and Salesforce Identity.

  Each beauty insider can store and update important profile and commerce information like email, phone number, beauty preferences, and saved addresses.

  Which application should a Solution Architect recommend to set up the primary profile after reviewing the workflow and attempting to minimize migration of customer profile data?

  A. Salesforce Identity
  B. Service Cloud
  C. Experience Cloud
  D. B2C Commerce
  D. B2C Commerce

  ---

  Explanation/Reference:

  Option D is correct because B2C Commerce should be the system of record for the primary profile after reviewing the workflow and attempting to minimize migration of customer profile data. B2C Commerce is the first point of contact for customers who register an account before making their first purchase, and it can store and update important profile and commerce information like email, phone number, beauty preferences, and saved addresses. B2C Commerce can also integrate with Experience Cloud and Salesforce Identity to provide a consistent and secure user experience across the social community and the ecommerce site. Option A is incorrect because Salesforce Identity should not be the system of record for the primary profile after reviewing the workflow and attempting to minimize migration of customer profile data. Salesforce Identity is mainly used for authentication and identity management purposes, not for storing and updating customer profile and commerce information. Salesforce Identity can also integrate with Experience Cloud and B2C Commerce to provide a single sign-on (SSO) experience for customers across the social community and the ecommerce site. Option B is incorrect because Address book should not be the system of record for the primary profile after reviewing the workflow and attempting to minimize migration of customer profile data. Address book is not a system or an application, but rather a feature or a data element that can be stored and updated in B2C Commerce or other Salesforce clouds. Option C is incorrect because Wishlist should not be the system of record for the primary profile after reviewing the workflow and attempting to minimize migration of customer profile data. Wishlist is not a system or an application, but rather a feature or a data element that can be stored and updated in B2C Commerce or other Salesforce clouds. References: [Get Started with B2C Solution Architect Cert Prep - Trailhead] [Certification - B2C Solution Architect - Trailhead] B2C Solution Architect Certification Guide | Salesforce Ben

• Question 3:

  A company has a multi-cloud implementation that involves an Experience Cloud portal, Service Cloud for case management, and Marketing Cloud for customer interaction.

  The company wants all changes in Salesforce data--including creation, updates, deletion, and undeletion of a record--to be synchronized to its custom-built retail loyalty application in near-real time without significantly impacting the overall system performance.

  Which option is the most appropriate integration mechanism for this scenario?

  A. Outbound Messages
  B. Triggered Send Definition
  C. Apex Trigger Callout
  D. Change Data Capture
  D. Change Data Capture

  ---

  Explanation/Reference:

  Change Data Capture is an event-driven integration mechanism that allows near-real-time synchronization of Salesforce data changes with external systems. It does not impact the system performance as it uses asynchronous processing and does not require triggers or code. References: https://developer.salesforce.com/docs/atlas.en-us.change_data_capture.meta/change_data_capture/cdc_intro.htm

• Question 4:

  Acme Ltd wants to Integrate B2C Commerce, Service Cloud, and Marketing Cloud. A Solution Architect was tasked with optimizing the integration by understand and which cloud is the ideal system of record for each piece of data.

  Which two considerations will lead to an optimal design around systems of record?

  Choose 2 answers

  A. Lifetime engagement tracking and history, other data for personalization or segmentation should be mastered in Marketing Cloud
  B. Heroku should be used to master ecommerce transactions, including order records, customer product affinity, and promotion eligibility
  C. User consent information. Customer Journey flow. Counsel and compliance preferences should be mastered in B2C Commerce
  D. Store primary attributes (name, address, birthday, phone, and email) about the customer in Service Cloud
  A. Lifetime engagement tracking and history, other data for personalization or segmentation should be mastered in Marketing Cloud
  D. Store primary attributes (name, address, birthday, phone, and email) about the customer in Service Cloud

  ---

  Explanation/Reference:

  Marketing Cloud should be the system of record for lifetime engagement tracking and history, as well as other data for personalization or segmentation, as it is the system that collects and analyzes the customer's interactions and behaviors across multiple channels and touchpoints. Marketing Cloud can also use features like Audience Builder and Contact Builder to create unified customer profiles and segments based on various data sources3 . Service Cloud should be the system of record for storing primary attributes (name, address, birthday, phone, and email) about the customer, as it is the system that represents a person across multiple Salesforce clouds and can store and manage the customer's consent and compliance preferences using features like Individual object, Data Protection and Privacy, and Consent Management .

• Question 5:

  A company has Person Account set up on their Sales Cloud and they now want to map subscriber data in Marketing Cloud. What should a Solution Architect recommend?

  A. Sync Subscriber object.
  B. A Sync Person Account object.
  C. Sync Individual object.
  D. Sync Contact object.
  B. A Sync Person Account object.

  ---

  Explanation/Reference:

  Syncing Person Account object can help map subscriber data in Marketing Cloud when the company has Person Account set up on their Sales Cloud. This can enable bi-directional data integration between Sales Cloud and Marketing Cloud for Person Accounts, which are records that combine both Account and Contact information for individuals.

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

• Question 6:

  A customer has been using Marketing Cioud with their existing (non-Salesforce) ecommerce site for more than 3 years and is now implementing Service Cloud to help improve the quality of support given to their customers. While Service

  Cloud will be integrated with the ecommerce site and they want to use many Marketing Cloud Connect features, the customer is insisting on continuing to use the existing integration between the ecommerce site and Marketing Cloud until

  they move to Salesforce B2C Commerce (planned for the coming 2 years).

  Which two concerns should the Solution Architect raise with the customer considering the approach they want to take?

  Choose 2 answers

  A. Additional Matching rules will need to be implemented in Service Cloud to ensure identities are merged before messaging in Marketing Cloud.
  B. Email tracking for messages sent from the ecommerce site will not be replicated via Marketing Cloud Connect and therefore will not be visible to the Service Agents.
  C. Journey Builder will need to be used to update the Contact Key directly in Marketing Cloud to ensure the existing ecommerce site integration can continue to be used.
  D. Contacts may be duplicated in Marketing Cloud during the transition phase, and additional work may be required to merge identities at a later date.
  B. Email tracking for messages sent from the ecommerce site will not be replicated via Marketing Cloud Connect and therefore will not be visible to the Service Agents.
  D. Contacts may be duplicated in Marketing Cloud during the transition phase, and additional work may be required to merge identities at a later date.

  ---

  Explanation/Reference:

  B. Email tracking for messages sent from the ecommerce site will not be replicated via Marketing Cloud Connect and therefore will not be visible to the Service Agents. Marketing Cloud Connect can only track email sends that are initiated from Marketing Cloud or Salesforce CRM, not from an external ecommerce site. This means that the Service Agents will not have a complete view of the customer's email interactions or preferences. D. Contacts may be duplicated in Marketing Cloud during the transition phase, and additional work may be required to merge identities at a later date. Marketing Cloud Connect uses the Salesforce Contact ID or Lead ID as the contact key in Marketing Cloud, which is a unique identifier for each contact or lead. If the existing ecommerce site integration uses a different identifier, such as email address or customer ID, then it may create duplicate contacts in Marketing Cloud when syncing with Service Cloud. This can affect the contact count, billing, and personalization in Marketing Cloud.

  References: https://help.salesforce.com/s/articleView?id=sf.mc_co_sync_leads_and_contacts.htmandtype =5 https://help.salesforce.com/s/articleView?id=sf.mc_co_subscriber_key_migration.htmandtype =5

• Question 7:

  Given that a company wants the purchase data from B2C Commerce In Sales Cloud, what standard objects from Sales Cloud should a Solution Architect map to B2C Commerce objects?

  A. Individual, Opportunity, Purchase
  B. Profile, Order, Opportunity
  C. Account, Order, Pricebook
  D. Contact, Order, Product
  D. Contact, Order, Product

  ---

  Explanation/Reference:

  Contact, Order, and Product are the standard objects from Sales Cloud that a Solution Architect should map to B2C Commerce objects. Contact represents a person who is a customer or a potential customer of the company. Order represents an order placed by a customer for one or more products. Product represents an item or service that the company sells. These objects can be mapped to B2C Commerce objects such as Customer, Order, and Product using the B2C Commerce APIs or the Commerce Cloud Connector.

• Question 8:

  Northern Trail Outfitters (NTO) hosts a customer care portal using Service Cloud. The portal uses Marketing Cloud for customer interaction for a number of use cases, including customer sign-up and updates on togged cases. NTO has decided that the connectors provided by Salesforce are not flexible enough for their needs, so they would like to explore a programmatic approach for doing so.

  Which two considerations should a Solution Architect point out to NTO as it moves forward to integrate the Service Cloud portal with Marketing Cloud for customer interaction? Choose 2 answers

  A. NTO can use Marketing Cloud REST API for integrating with Service Cloud.
  B. The Marketing REST API calls are asynchronous, with timeout values of 120 for non- tracking operations and 300 seconds for tracking and data retrieve operations.
  C. The Marketing REST API uses XML request and response bodies and resource endpoints to support multi-channel use.
  D. NTO can use Marketing Cloud SOAP API for integrating with Service Cloud.
  A. NTO can use Marketing Cloud REST API for integrating with Service Cloud.
  D. NTO can use Marketing Cloud SOAP API for integrating with Service Cloud.

  ---

  Explanation/Reference:

  Marketing Cloud provides both REST and SOAP APIs for integrating with other systems, including Service Cloud. Both APIs can be used to perform various operations such as creating, updating, or deleting data objects, triggering messages, retrieving tracking data, and more. The REST API uses JSON request and response bodies, while the SOAP API uses XML request and response bodies. The choice of API depends on the use case, preference, and compatibility of the systems involved.

  References: https://developer.salesforce.com/docs/atlas.en-us.mc-apis.meta/mc-apis/index-api.htm https://developer.salesforce.com/docs/atlas.en-us.noversion.mc-getting-started.meta/mc-getting-started/get-started-with-marketing-cloud-apis.htm

• Question 9:

  Refer to the exhibit.

  

  A company plans to adopt Salesforce for a number of their needs, including an internal CRM, a public B2C Commerce storefront with order management functionality, and an extensible API framework to integrate with other systems, as well as marketing automation. The overall system landscape of the proposed solution is shown above.

  Which three considerations are important for this scenario? Choose 3 answers

  A. The Salesforce Platform can be used for customer master and consent management, or it can Integrate with a third-party Master Data Management system.
  B. Tableau requires MuleSoft in order to access data outside of the Salesforce Platform.
  C. Order Management System (OMS) is a B2C Commerce product but it does not run natively on the core Salesforce Platform.
  D. Salesforce products, including Sales Cloud, Service Cloud, Experience Cloud, and Order Management System (OMS) run on the same physical platform and share a common data model.
  E. Marketing Cloud enables personalization, journey orchestration, and cross-channel messaging.
  A. The Salesforce Platform can be used for customer master and consent management, or it can Integrate with a third-party Master Data Management system.
  C. Order Management System (OMS) is a B2C Commerce product but it does not run natively on the core Salesforce Platform.
  D. Salesforce products, including Sales Cloud, Service Cloud, Experience Cloud, and Order Management System (OMS) run on the same physical platform and share a common data model.

  ---

  Explanation/Reference:

  Option A is correct because the Salesforce Platform can be used for customer master and consent management, or it can integrate with a third-party Master Data Management system. This is an important consideration for this scenario, as it

  affects the data quality, security, and governance of customer data across multiple Salesforce clouds and systems.

  Option C is correct because Order Management System (OMS) is a B2C Commerce product but it does not run natively on the core Salesforce Platform. This is an important consideration for this scenario, as it affects the integration,

  performance, and scalability of OMS with other Salesforce clouds and systems. Option D is correct because Marketing Cloud enables personalization, journey orchestration, and cross-channel messaging. This is an important consideration

  for this scenario, as it affects the marketing strategy, campaign design, and customer engagement of the company.

  Option B is incorrect because Tableau does not require MuleSoft in order to access data outside of the Salesforce Platform. Tableau can connect to various data sources using native connectors or custom connectors without relying on

  MuleSoft.

  References:

  [Get Started with B2C Solution Architect Cert Prep - Trailhead] [Certification - B2C Solution Architect - Trailhead] B2C Solution Architect Certification Guide | Salesforce Ben

• Question 10:

  A company is in the process of defining the right systems to deliver key capabilities for its B2C business. The company has about 2 million customers, each placing an average of 100 orders each year through its existing B2C Commerce platform.

  The company needs a system that can:

  1.

  Deliver a full list of all customer orders throughout their engagement lifetime

  2.

  Provide lifetime engagement tracking and history of the customer

  3.

  Calculate the lifetime value of customers based on their orders

  Which three systems should a Solution Architect recommend to meet the company's requirements'

  Choose 3 answers

  A. Salesforce Order Management
  B. Service Cloud
  C. Sales Cloud
  D. Marketing Cloud
  E. Heroku
  A. Salesforce Order Management
  B. Service Cloud
  D. Marketing Cloud

  ---

  Explanation/Reference:

  These answers are correct because they are systems that can meet the company's requirements for delivering a full list of all customer orders throughout their engagement lifetime, providing lifetime engagement tracking and history of the customer, and calculating the lifetime value of customers based on their orders. Salesforce Order Management can manage order lifecycle from capture to fulfillment across multiple channels. Service Cloud can provide a complete view of customer interactions across sales, service, marketing, and commerce. Marketing Cloud can track customer engagement across email, mobile, social, web, and more. CRM Analytics can provide insights into customer lifetime value based on order data and engagement history. References: https://help.salesforce.com/s/articleView?id=sf.b2c_commerce_oms_integration.htmandtype= https://help.salesforce.com/s/articleView?id=sf.b2c_commerce_service_cloud_integration.htmandtype=5 https://help.salesforce.com/s/articleView?id=sf.icx_b2c_crosscloudengagement_connectors.htmandlanguage=en_USandtype=5 https://www.salesforce.com/products/marketing-cloud/what-is-marketing-cloud/