Salesforce Salesforce Certifications B2C-SOLUTION-ARCHITECT Questions & Answers

• Question 101:

  A company uses Marketing Cloud, Experience Cloud, B2C Commerce, and Service Cloud. It is in the process of defining the authoritative system for key data entities involved in B2C Journeys. The company has about 200,000 customers, each averaging 30 orders per year

  Which option should be considered the authoritative record for consent and compliance preferences, as well as primary person attributes such as name, address, birthday, phone, and email?

  A. Marketing Cloud subscriber

  B. B2C Commerce customer

  C. Experience Cloud user

  D. Service Cloud contact

  Correct Answer: D

  Service Cloud contact should be considered the authoritative record for consent and compliance preferences, as well as primary person attributes such as name, address, birthday, phone, and email. Service Cloud contact is the core entity 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. The other systems can use Service Cloud contact as the master record and sync or update the customer data accordingly.

• Question 102:

  A company uses PersonAccounts to store customer information in Sales Cloud and now wants to map its customer records in Marketing Cloud. What should a Solution Architect recommend?

  A. Sync Account object using PersonContactId to access the Contact.

  B. Sync Account object using PersonSubscriberld to access the Contact.

  C. Sync Contact object using PersonAccountld to access the Account.

  D. Sync Contact object using PersenSubscriberld to access the Account.

  Correct Answer: B

  PersonAccounts are a special type of accounts that combine the properties of accounts and contacts. To sync PersonAccounts with Marketing Cloud, the Account object must be used and the PersonSubscriberId field must be mapped to the

  Marketing Cloud Contact Key. This field contains the ID of the contact record associated with the PersonAccount.

  References:

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

• Question 103:

  A merchant has a requirement to engage customers with a series of promotional messaging including a coupon offer generated in B2C

  Commerce. Reminder emails are sent to those customers who have not redeemed the coupon 10 and 2 days before its expiration.

  Which three elements are required to support this scenario?

  Choose 3 answers

  A. Marketing Cloud Connect for Service to Marketing Cloud

  B. B2C Commerce cartridge to call Marketing Cloud APIs

  C. Service Cloud for support of coupons and redemption management

  D. Marketing Cloud Installed Package

  E. 82C Commerce storefront

  Correct Answer: BDE

  To enable the scenario of sending promotional emails with coupon offers generated in B2C Commerce, the following elements are required:

  A B2C Commerce cartridge to call Marketing Cloud APIs, such as the Transactional Messaging API, to trigger the email journey and pass the coupon code as a data attribute.

  A Marketing Cloud Installed Package to create an API integration between B2C Commerce and Marketing Cloud and provide authentication credentials and permissions.

  A B2C Commerce storefront to generate and manage the coupon codes and redemption logic.

  References:

  https://developer.salesforce.com/docs/commerce/sfra/marketing- cloud/transactional-messaging-api

  https://developer.salesforce.com/docs/commerce/sfra/marketing-cloud/marketing-cloud-integration

  https://documentation.b2c.commercecloud.salesforce.com/DOC1/topic/com.demandware.dochelp/content/b2c_commerce/topics/promotions/b2c_coupon_codes.html

• Question 104:

  Northern Trail Outfitters (NTO) wants to bring data from custom objects from its Salesforce Customer Success Platform into the Marketing Cloud account. NTO aims fora personalization of the customer journey with up- to-date Information and using dynamic content from multiple sources.

  How can a Solution Architect ensure the expected data Is available within the Marketing Cloud?

  A. Utilize Synchronized Data Sources within Marketing Cloud.

  B. Implement a custom integration between Marketing Cloud and the Customer Success Platform.

  C. Install and configure Distributed Marketing to make content accessible.

  D. Use Marketing Cloud Connect to fetch the expected data using APIs at send time.

  Correct Answer: A

  Synchronized Data Sources are a feature that allows accessing and integrating data from Sales Cloud or Service Cloud into Marketing Cloud for use in marketing activities. Synchronized Data Sources can help automate the data synchronization process and ensure that data is consistent and up-to-date across different Salesforce platforms. To ensure the expected data is available within Marketing Cloud, a Solution Architect should utilize Synchronized Data Sources within Marketing Cloud.

• Question 105:

  universal Containers (DC) is seeing an increased volume of customers browsing for higher- value items across multiple brands and longer cons/deration times before customers place orders based on what is in their shopping carts. What are two tactics that a Solution Architect could recommend to understand how to optimize the checkout process'

  Choose 2 answers

  A. Create an Abandoned Cart journey by brand across all carts

  B. Work with stakeholders to create a customer Journey map that improves conversions

  C. Enable customer service to update and complete a cart transaction on behalf of the customer

  D. Run reports on the value of cart Items and time since the last activity

  Correct Answer: BD

  Working with stakeholders to create a customer journey map that improves conversions and running reports on the value of cart items and time since the last activity are two tactics that a Solution Architect could recommend to understand how to optimize the checkout process. A customer journey map is a visual representation of the steps and interactions that a customer goes through when engaging with a company or brand. It can help identify pain points, opportunities, and best practices for improving conversions. Running reports on the value of cart items and time since the last activity can help analyze the shopping behavior and preferences of customers, as well as identify potential reasons for cart abandonment.

• Question 106:

  A university has several small departmental organizations scattered across different colleges. Each of which has its own finances, business processes, and strategies that are sometimes at odds. They would like to introduce a university-wide communications strategy that allows their recruitment team to market to potential students globally while allowing each department to recruit existing students for its own programs.

  What should a Solution Architect recommend to meet their needs?

  A. Marketing Cloud with multiple business units, Marketing Cloud Connect, and multiple existing Salesforce orgs

  B. Marketing Cloud with multiple business units and a single Salesforce org with Divisions for consolidating existing departmental orgs

  C. Marketing Cloud with Enterprise Communication Strategy, Marketing Cloud Connect, and multiple existing Salesforce orgs

  D. Marketing Cloud with Enterprise Communication Strategy and a single Salesforce org with Connected Campus for consolidating existing departmental orgs

  Correct Answer: D

  Option D is correct because Marketing Cloud with Enterprise Communication Strategy and a single Salesforce org with Connected Campus for consolidating existing departmental orgs is the best solution to meet the university's needs.

  Marketing Cloud with Enterprise Communication Strategy allows the university to create and manage personalized communications across multiple channels and audiences, while a single Salesforce org with Connected Campus enables the

  university to unify and streamline its data, processes, and services across different departments and colleges.

  Option A is incorrect because Marketing Cloud with multiple business units, Marketing Cloud Connect, and multiple existing Salesforce orgs is not a suitable solution for the university's needs, as it would create data silos, integration

  challenges, and governance issues across different Salesforce clouds and orgs. Marketing Cloud Connect is also not necessary for the university's communication strategy, as it is mainly used for data synchronization and integration between

  Marketing Cloud and Service Cloud or Sales Cloud. Option B is incorrect because Marketing Cloud with multiple business units and a single Salesforce org with Divisions for consolidating existing departmental orgs is not a suitable solution

  for the university's needs, as it would create complexity and overhead in managing multiple business units and divisions within the same Salesforce cloud and org. Divisions are also not recommended for multi-brand or multi-department

  scenarios, as they are mainly used for large-scale data segmentation and reporting purposes.

  Option C is incorrect because Marketing Cloud with Enterprise Communication Strategy, Marketing Cloud Connect, and multiple existing Salesforce orgs is not a suitable solution for the university's needs, as it would create data silos,

  integration challenges, and governance issues across different Salesforce clouds and orgs. Marketing Cloud Connect is also not necessary for the university's communication strategy, as it is mainly used for data synchronization and

  integration between Marketing Cloud and Service Cloud or Sales Cloud.

  References:

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

• Question 107:

  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.

  Correct Answer: BD

  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 108:

  A company recently launched their ecommerce sites for three countries: Australia, New Zealand, and Singapore. The company is now looking to set up marketing automations using Marketing Cloud.

  Their B2C Commerce is configured with two realms: ANZ and SE Asia. Each country has a site within their respective realm: Australia and New Zealand sites are within ANZ and Singapore is within SE Asia.

  Which account hierarchy should a Solution Architect recommend for the Marketing Cloud set up?

  A. Use a separate Marketing Cloud tenant for each site

  B. Use a separate Marketing Cloud tenant for each realm and map business units to sites within each realm

  C. Use a single Marketing Cloud tenant and map business units to each site irrespective of the realm

  D. Use a single Marketing cloud tenant and map business units to each realm

  Correct Answer: C

  Marketing Cloud account hierarchy is the way of organizing Marketing Cloud accounts and business units to support different business needs and use cases. A Marketing Cloud tenant is a top-level account that contains one or more business units. A business unit is a sub-account that can have its own data, content, users, and permissions. To set up Marketing Cloud account hierarchy for a company that has ecommerce sites for three countries: Australia, New Zealand, and Singapore, a Solution Architect should recommend the following: Use a single Marketing Cloud tenant and map business units to each site irrespective of the realm. This option allows the company to have a centralized account that can manage all the sites across different countries and regions. It also allows the company to have separate business units for each site that can have their own data, content, users, and permissions. This way, the company can maintain consistency and compliance across all the sites, while also enabling personalization and segmentation for each site. Option A is incorrect because using a separate Marketing Cloud tenant for each site is not necessary or advisable. It would create complexity and inefficiency in managing multiple accounts and duplicating data and content across them. It would also increase the cost and maintenance of the solution. Option B is incorrect because using a separate Marketing Cloud tenant for each realm and mapping business units to sites within each realm is not optimal or scalable. It would create inconsistency and fragmentation between the realms and limit the ability to share data and content across them. It would also increase the cost and maintenance of the solution. Option D is incorrect because using a single Marketing Cloud tenant and mapping business units to each realm is not sufficient or flexible. It would not allow the company to have separate data, content, users, and permissions for each site within a realm. It would also limit the ability to personalize and segment for each site.

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

• Question 109:

  Universal Containers is currently using B2C Commerce and Service Cloud for its commerce and service needs. A new CMO has recently Joined and has asked why there is such a strong disconnect between all their marketing systems and their commerce tool. They do not want to force a new marketing too* on all the business units but they do want all of them integrated, with commerce underlying all.

  Which recommendation can a Solution Architect make that will work with their existing technology investments'

  A. Recommend CDP to replace their existing marketing tools and maintain a single view into commerce with the Commerce CDP Connector

  B. Recommend CRM Analytics to integrate with their existing marketing data sources and create a single view of the customer with the B2C Commerce Connector

  C. Recommend CDP to integrate with their existing marketing tools and create individual profiles into commerce with the Commerce COP Connector

  D. Recommend Marketing Cloud to integrate with their existing marketing tools and provide a single view into commerce with the B2C Commerce APIs

  Correct Answer: C

  Recommending CDP to integrate with their existing marketing tools and create individual profiles into commerce with the Commerce CDP Connector is a recommendation that a Solution Architect can make that will work with their existing technology investments. CDP is a platform that allows companies to unify, segment, activate, and analyze their customer data from multiple sources, including their existing marketing tools. CDP can also integrate with B2C Commerce using the Commerce CDP Connector, which enables bi-directional synchronization of individual profiles and customer groups between CDP and B2C Commerce. This way, the company can have a single view of their customers across all their marketing systems and their commerce tool, and provide personalized and consistent experiences.

• Question 110:

  An organization wants to avoid sending post-purchase review emails until a customer has had a chance to receive and try out their order. The typical shipping duration is around 3 days, but the organization is unsure about how long it takes a customer to try the product once it has been delivered.

  What should the company do to leverage its Salesforce product suite and optimize the open rates for its post-purchase emails?

  A. Use B2C Commerce to add the customer to a Marketing Cloud post-purchase journey when their order ships. Use a Journey Builder Wait activity to delay 3 days for shipping and an Einstein Engagement Split based on open rate to optimize the additional delay for product testing.

  B. Use Salesforce Order Management to add the customer to a Marketing Cloud post- purchase journey when their order ships. Use a Journey Builder Wait activity to delay 3 days for shipping and an Engagement Split with 1-, 2-, and 3-day Wait activity based on open rate to optimize the additional delay for product testing.

  C. Use B2C Commerce to add the customer to a Marketing Cloud post-purchase journey when their order ships. Use a Journey Builder Wait activity to delay 3 days for shipping and an Engagement Split with 1-, 2-, and 3-day Wait activity based on open rate to optimize the additional delay for product testing.

  D. Use Salesforce Order Management to add the customer to a Marketing Cloud post- purchase journey when their order ships. Use a Journey Builder Wait activity to delay 3 days for shipping and an Einstein Engagement Split based on open rate to optimize the additional delay for product testing.

  Correct Answer: A

  B2C Commerce can trigger a Marketing Cloud post-purchase journey using the Transactional Messaging API. Journey Builder can use a Wait activity to delay the email delivery based on a fixed duration or a date attribute. Einstein Engagement Split can use AI to determine the optimal path for each customer based on their engagement behavior, such as open rate. References: https://developer.salesforce.com/docs/commerce/sfra/marketing-cloud/transactional-messaging-api https://help.salesforce.com/s/articleView?id=sf.mc_jb_wait_activity.htmandtype=5 https://help.salesforce.com/s/articleView?id=sf.mc_jb_einstein_engagement_split.htmandtype=5