Salesforce Salesforce Certifications B2C-SOLUTION-ARCHITECT Questions & Answers

• Question 91:

  A company wants to give its service agents a current view in Marketing Cloud of which journeys customers are in at any given time, so that agents can provide a more persona! and relevant experience if a customer contacts them.

  What approach should a Solution Architect recommend to fulfill this requirement?

  A. Add the Journey Membership Lightning component from the Marketing Cloud Connect Managed Package to the Contact Page Layout.

  B. Schedule a batch job in Salesforce to query Marketing Cloud for the contact membership status of all contacts in Journeys on a regular basis (for example, once per hour) and write this to the Contact record.

  C. Develop a custom Lightning web component in Salesforce to query Marketing Cloud in real time to get Contact Journey membership.

  D. Create a multi-select picklist on the contact record, and use the out-of-the-box Contact Update activities in Journey Builder to add or remove the name of the journey as they enter and exit.

  Correct Answer: A

  The Journey Membership Lightning component is a pre-built component that displays the journeys that a contact is in and their status in each journey. It can be added to the Contact Page Layout in Service Cloud using the Marketing Cloud Connect Managed Package, which enables integration between Service Cloud and Marketing Cloud. References: https://help.salesforce.com/s/articleView?id=sf.mc_co_journey_membership_lightning_com ponent.htmandtype=5 https://help.salesforce.com/s/articleView?id=sf.mc_co_marketing_cloud_connect.htmandtype=5

• Question 92:

  A company plans to migrate their existing storefront to B2C Commerce as they face a number of performance and scalability issues. They use a custom-built marketing tool for customer engagement that is tightly coupled with the legacy storefront. s

  The storefront has roughly 200,000 subscribers in total, 10,000 visitors per day, and an average of 1,000 emails that are sent out every day. They expect a large number of subscribers to use their mobile devices to visit the storefront and place orders. f

  What recommendations should a Solution Architect make to re-architect this solution based on the specified requirements?

  A. Build the storefront using the Storefront Reference Architecture (SFRA) and adopt Marketing Cloud for customer engagement.

  B. Build the storefront using B2C Commerce SiteGenesis architecture and adopt Pardot for customer engagement.

  C. Modify the frontend for the existing legacy storefront to be mobile responsive. Decouple the custom-built marketing tool so it is no longer tightly tied to the storefront.

  D. Build the storefront using a headless commerce architecture and adopt Pardot for customer engagement.

  Correct Answer: A

  The Storefront Reference Architecture (SFRA) is a modern, mobile-first framework for building B2C Commerce storefronts that are fast, responsive, and scalable. Marketing Cloud is a powerful platform for customer engagement that can integrate with B2C Commerce and provide personalized, cross-channel marketing campaigns. References: https://developer.salesforce.com/docs/commerce/sfra/overview/about-sfra https://www.salesforce.com/products/marketing-cloud/ overview/

• Question 93:

  Northern Trail Outfitters (NTO) wants to use Salesforce as a front end for creating accounts using the lead-to-opportunity process. When an opportunity is closed or won, an order must be created in the ERP, which manages orders. The organization has an Enterprise Service Bus (ESB) that supports the CometD protocol.

  Which two integration approaches or steps should a Solution Architect recommend for this scenario?

  Choose 2 answers

  A. Define a new platform event in Salesforce and then create a Process Builder process to publish a platform event when the opportunity status changes to Closed-Won.

  B. Enable ESB to publish to the platform event using the CometD protocol and notify the back-end ERP system to create the order synchronously.

  C. Define a new platform event in the back-end system for the order details and then create a Process Builder process to initiate the platform event when the opportunity status changes to Closed-Won.

  D. Enable ESB to subscribe to the platform event using the CometD protocol and notify the back-end ERP system to create the order asynchronously.

  Correct Answer: AD

  A is correct because defining a new platform event in Salesforce and publishing it with Process Builder when the opportunity status changes to Closed-Won is a valid way to trigger an integration with the ESB using the CometD protocol. D is

  correct because enabling ESB to subscribe to the platform event using the CometD protocol and notifying the back-end ERP system to create the order asynchronously is a valid way to handle the integration with the ERP system using a

  publish-subscribe model.

  B is incorrect because publishing to a platform event using the CometD protocol requires an Apex trigger, not a Process Builder process. Also, creating the order synchronously would not be advisable as it would introduce latency and

  dependency on the ERP system's availability.

  C is incorrect because defining a new platform event in the back-end system for the order details would not be possible as platform events are Salesforce-specific objects that can only be defined within Salesforce.

  References:

  https://developer.salesforce.com/docs/atlas.en-us.platform_events.meta/platform_events/platform_events_intro_emp.htm

  https://developer.salesforce.com/docs/atlas.en- us.platform_events.meta/platform_events/platform_events_subscribe.htm

  https://developer.salesforce.com/docs/atlas.en- us.platform_events.meta/platform_events/platform_events_publish_apex.htm

  https://developer.salesforce.com/docs/atlas.en- us.platform_events.meta/platform_events/platform_events_define.htm

• Question 94:

  A company plans to build a new B2C Commerce storefront for a popular segment of products that generate high-volume sales. Their team is evaluating whether B2C Commerce is the right platform to build this storefront, and they are specifically concerned about how quotas and limits directly impact the efficiency and stability of solutions built on the platform.

  Which two considerations should a Solution Architect keep in mind when considering B2C Commerce Governance and Quotas?

  Choose 2 answers

  A. Object quotas status is updated with an up to 20-minute delay. Therefore, a Solution Architect must consider this delay when performing calculations related to traffic and limits.

  B. For sandbox instances, quotas can be softened by exporting them from a production instance and importing them onto a sandbox instance. This approach lets Solution Architects match the development environment to the production environment.

  C. Unless a site :s experiencing performance issues, the Solution Architect car assume that quota violations have not occurred.

  D. If an enforced quota is exceeded, an exception is thrown, which prevents the current operation from completing. The Solution Architect should design the solution so that the exception can be caught within a customization.

  Correct Answer: AD

  B2C Commerce Governance and Quotas are a set of rules and limits that apply to B2C Commerce instances to ensure the efficiency and stability of solutions built on the platform. The following considerations should be kept in mind when considering B2C Commerce Governance and Quotas: Object quotas status is updated with an up to 20-minute delay. Therefore, a Solution Architect must consider this delay when performing calculations related to traffic and limits. Object quotas are limits on the number of objects that can be created or stored in B2C Commerce, such as products, categories, customers, orders, etc. The object quotas status shows the current usage and remaining capacity of each object quota. However, the status is not updated in real time, but with an up to 20-minute delay. This means that the Solution Architect should account for this delay when estimating the traffic and limits for each object quota. If an enforced quota is exceeded, an exception is thrown, which prevents the current operation from completing. The Solution Architect should design the solution so that the exception can be caught within a customization. Enforced quotas are quotas that are strictly enforced by B2C Commerce and cannot be exceeded or changed by customers. Examples of enforced quotas are API calls per hour, script execution time, cache size, etc. If an enforced quota is exceeded, B2C Commerce throws an exception that stops the current operation from completing. This can result in errors or failures in the storefront or backend processes. The Solution Architect should design the solution so that the exception can be caught within a customization and handled gracefully. Option B is incorrect because sandbox quotas cannot be softened by exporting them from a production instance and importing them onto a sandbox instance. Sandbox quotas are fixed and cannot be changed by customers. Option C is incorrect because the Solution Architect cannot assume that quota violations have not occurred unless a site is experiencing performance issues. Quota violations can occur without affecting the site performance, but they can still cause errors or failures in certain operations or processes.

  References: https://documentation.b2c.commercecloud.salesforce.com/DOC1/topic/com.dema ndware.dochelp/Governance/GovernanceOverview.html https://documentation.b2c.commercecloud.salesforce.com/DOC1/topic/com.dema ndware.dochelp/Governance/ObjectQuotas.html https://documentation.b2c.commercecloud.salesforce.com/DOC1/topic/com.dema ndware.dochelp/Governance/EnforcedQuotas.html

• Question 95:

  A B2C Commerce merchant has multiple live sites across different brands and geographies all supported by Service Cloud and Marketing Cloud. Unfortunately, the merchant is having customer service challenges caused by fragmented views of the customer. Customers occasionally use alternate email addresses, make purchases as guests, and contact customer service anonymously. The Success Manager believes that Customer 360 Data Manager could help them solve their problem.

  How should a Solution Architect describe the role of Customer 360 Data Manager in this context?

  A. Customer 360 Data Manager can be used to recognize customers as humans and extend existing records related to that human across connected systems with a consistent Global Party ID.

  B. Customer 360 Data Manager can be used to identify multiple records within each separate system representing the same person and assigning them a consistent Global Party ID; additional custom development is then required to relate those IDs between systems.

  C. Customer 360 Data Manager cannot be used across multiple brands within a single merchant environment because the customer as human view cannot support different accounts under separate brands.

  D. When Customer 360 Data Manager is provisioned, B2C Commerce, Service Cloud, and Marketing Cloud will automatically use a common core Customer Profile managed by Customer 360 Data Manager.

  Correct Answer: A

  Customer 360 Data Manager is a platform service that enables companies to connect customer data across Salesforce apps and create a unified customer profile. It uses advanced matching algorithms to identify and link customer records from different systems based on common attributes such as name, email, phone, address, etc. It also assigns a consistent Global Party ID to each customer record, which serves as a unique identifier across systems. Customer 360 Data Manager can be used across multiple brands within a single merchant environment by creating separate data spaces for each brand. Option B is incorrect because Customer 360 Data Manager can relate the IDs between systems without additional custom development. Option C is incorrect because Customer 360 Data Manager supports multiple brands within a single merchant environment. Option D is incorrect because B2C Commerce, Service Cloud, and Marketing Cloud do not automatically use a common core Customer Profile managed by Customer 360 Data Manager; they need to be connected and configured via Customer 360 Data Manager.

  References: https://www.salesforce.com/in/blog/2020/04/what-is-salesforce-customer-360.html https://help.salesforce.com/s/articleView?id=sf.c360_overview.htmandtype=5

• Question 96:

  An insurance company needs the ability to relate contacts to their workplace to track which services are paid by the employee benefits. Contacts receive emails to notify them of new policy offerings. Agents also need to relate adults in the same household who share access to financial resources and policy information to sign them up for the right policies. Adjusters need the ability to see and respond to claims from anyone in the household. Independent agents need daily access to customer data as well. Customers also need periodic access to claims and policy information for their household. The company also wants to track what data searches are performed by agents and adjusters on the platform to analyze their work.

  Which products should a Solution Architect recommend in addition to Insurance for Financial Services and Experience Cloud to meet these needs?

  A. Shield and Event Monitoring Analytics App, Pardot

  B. Digital Engagement, Shield with Splunk, Social Engagement Studio

  C. REST API Event Monitoring and Tableau CRM, Marketing Engagement Studio

  D. Salesforce Field Service, Shield Encryption at rest. Digital Engagement

  Correct Answer: A

  A. Shield and Event Monitoring Analytics App, Pardot can help meet these needs by providing enhanced security, compliance, auditing, analytics, and marketing capabilities for the insurance company. Shield can help protect sensitive data with encryption, monitor user activity with event logs, enforce data retention policies with archiving, and comply with industry regulations with field audit trails. Event Monitoring Analytics App can help analyze user behavior, performance, adoption, and usage with prebuilt dashboards and reports. Pardot can help create personalized email campaigns, track customer engagement, automate lead generation, and measure marketing ROI.

  References:

  https://www.salesforce.com/products/platform/products/salesforce-shield/

  https://www.salesforce.com/products/platform/products/event-monitoring-analytics-app/

  https://www.salesforce.com/products/marketing-cloud/best-marketing-automation-software/

• Question 97:

  A company actively uses CI/CO processes for their Service Cloud implementation and is adding Marketing Cloud and Marketing Cloud Connect to their architecture. Under the current setup each developer has their own developer sandbox for development. Developers merge their changes into a sandbox for QA regularly, then once every week changes are moved to staging, and from staging to production instances.

  Which set up should a Solution Architect propose to support this development approach considering costs and data segregation?

  A. Set up one Marketing Cloud instance with a business unit for production and one business unit for testing that is connected to all Developer sandboxes

  B. Set up one Marketing Cloud instance for testing and one for production, where the testing instance is connected to the staging sandbox

  C. Set up one Marketing Cloud instance for each sandbox in Service Cloud

  D. Set up one Marketing Cloud instance for production and create a Marketing Cloud sandbox to connect to each of the Service Cloud sandboxes

  Correct Answer: D

  A Marketing Cloud sandbox is a separate instance of Marketing Cloud that can be used for development, testing, and training purposes. A Marketing Cloud sandbox can be connected to a Service Cloud sandbox using Marketing Cloud

  Connect, which allows data synchronization and cross-cloud functionality. This option supports the CI/CO processes and data segregation for each Service Cloud sandbox. The other options are either not feasible or not cost-effective.

  References:

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

  htmandtype=5

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

• Question 98:

  Universal Containers (UC) wants to implement the right-to-be-forgotten requirement in their Salesforce org in order to be compliant with data privacy laws. This means that UC must delete, archive, or de-identify the data subject's PII in an org within 30 days of their request.

  What should a Solution Architect recommend to implement this requirement"*

  A. Implement a custom solution that allows system administrators to run a job to obscure or delete the data in the request scope.

  B. Create a team who can manually review these requests and delete or obscure the data from all relevant systems.

  C. Recommend Salesforce Privacy Center to manage how the Salesforce org retains, deletes, anonymizes, and transfers customer data.

  D. Implement a soft delete strategy by marking the data as "archived" or "deleted" without actually deleting it.

  Correct Answer: C

  This answer is correct because Salesforce Privacy Center is a tool that helps satisfy customer requests and data privacy laws related to the right-to-be-forgotten requirement. Salesforce Privacy Center allows admins to create policies that

  delete, archive, or de-identify the data subject's PII in an org within 30 days of their request, without additional development.

  References:

  https://help.salesforce.com/s/articleView?id=privacy_center.htmandtype=5andlanguage=en_US

• Question 99:

  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.

  Correct Answer: AD

  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 100:

  A company uses B2C Commerce, Marketing Cloud, and Service Cloud and requires that customers create an account before making their first purchase.

  Which system creates the customer ID and which system creates an additional ID to use as the customer primary record?

  A. Service Cloud creates a customer ID and an additional ID to be used as the primary record.

  B. A B2C Commerce creates a customer ID and an additional ID to be used as the primary record.

  C. Marketing Cloud creates a customer ID but the primary ID should be created through B2C Commerce.

  D. B2C Commerce creates a customer ID but the primary record should be created through Service Cloud.

  Correct Answer: D

  Option D is correct because B2C Commerce creates a customer ID when a customer registers an account before making their first purchase, but the primary record should be created through Service Cloud using an external ID field that

  matches the customer ID from B2C Commerce. This way, Service Cloud can store additional customer information and provide a single source of truth for customer data across multiple Salesforce clouds.

  Option A is incorrect because Service Cloud does not create a customer ID when a customer registers an account on B2C Commerce, nor does it create an additional ID to be used as the primary record. Service Cloud uses an external ID

  field that matches the customer ID from B2C Commerce to create or update customer records.

  Option B is incorrect because B2C Commerce does not create an additional ID to be used as the primary record when a customer registers an account. B2C Commerce only creates a customer ID that can be matched with an external ID field

  in Service Cloud or other Salesforce clouds. Option C is incorrect because Marketing Cloud does not create a customer ID when a customer registers an account on B2C Commerce, nor does it create a primary ID that should be used by

  other Salesforce clouds. Marketing Cloud uses subscriber keys that can be mapped to customer IDs from B2C Commerce or other external systems.

  References:

  Get Started with B2C Solution Architect Cert Prep - Trailhead Certification - B2C Solution Architect - Trailhead