Universal Containers (UC) uses B2C Commerce, Marketing Cloud, and Salesforce OMS for their online sales capabilities. Given recent logistics constraints and challenges, many customers are asking UC for the ability to make their purchases online but pick them up at a local store or location (BOPIS).
Which consideration should a Solution Architect keep in mind when designing a solution for UC that would allow for this functionality?
A. Manage inventory data inside of Salesforce OMS so it is easier to parse by store.
B. Manage B2C Commerce geolocation data for stores on an order by order basis.
C. Manage inventory data inside of B2C Commerce so it is easier to parse by store.
D. Marketing Cloud Mobile Push is required for this solution and must be enabled.
Correct Answer: C
This answer is correct because managing inventory data inside of B2C Commerce makes it easier to parse by store and enable buy online pick up in store (BOPIS) functionality. B2C Commerce can store inventory information for multiple locations and provide real-time availability information to customers and service agents. B2C Commerce can also integrate with Salesforce OMS to manage order fulfillment and payment processing for BOPIS orders.
Northern Trail Outfitters (NTO) wants to consolidate various legacy commerce platforms into one centrally-managed platform on B2C Commerce. The IT department has been working extensively with web frameworks (such as React and Angular) in recent years and wants to leverage the benefits of B2C Commerce, but maintain the flexibility of the user experience using headless commerce.
Which three considerations, beyond user experience, should a Solution Architect consider before confirming a headless approach?
Choose 3 answers
A. Additional infrastructure (for example Heroku servers) may be required to host the application
B. Features that are available by default in the Storefront Reference Architecture (SFRA) app will need to be custom built in custom frameworks
C. Developers will still be required to use the Commerce SDK for security purposes
D. Available Service, Marketing, and LINK accelerators may not work without modifications when using a headless approach
E. Developers familiar with the web frameworks (React, Angular) will be familiar with the framework used by B2C Commerce
Correct Answer: ABD
A. Additional infrastructure (for example Heroku servers) may be required to host the application when using a headless approach. This can increase the complexity, cost, and maintenance of the solution. A Solution Architect should consider the trade-offs between flexibility and simplicity when choosing a headless approach. B. Features that are available by default in the Storefront Reference Architecture (SFRA) app will need to be custom built in custom frameworks when using a headless approach. This can increase the development time, effort, and risk of the solution. A Solution Architect should consider the benefits and drawbacks of using SFRA versus custom frameworks when choosing a headless approach.
D. Available Service, Marketing, and LINK accelerators may not work without modifications when using a headless approach. This can limit the integration capabilities and functionality of the solution. A Solution Architect should consider the compatibility and extensibility of the accelerators when choosing a headless approach. References: https://help.salesforce.com/s/articleView?id=sf.b2c_commerce_headless.htmandtype =5 https://help.salesforce.com/s/articleView?id=sf.b2c_commerce_sfra.htmandtype=5 https://help.salesforce.com/s/articleView?id=sf.b2c_commerce_link.htmandtype=5
Question 133:
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?
A. Send a platform event from Service Cloud and subscribe to the platform event in B2C Commerce using the built-in functionality
B. Develop a custom solution in Service Cloud to consume and communicate with B2C Commerce APIs
C. Send an Outbound Message from Service Cloud and catch and handle the Outbound Message using the B2C Commerce APIs
D. Use change data capture to send a message from Service Cloud and catch and handle the message using B2C Commerce Service Cloud Connector
Correct Answer: B
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.
A luxury retailer is about to implement B2C Commerce and Marketing Cloud for their online presence. They are well known for being open with their customers when it comes to their customers' purchases. For example, if a customer asks for a record of their recent purchases, they provide it very quickly within their stores. They would like this 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 providing customers access to their own data?
Choose 2 answers
A. Use the Contact Data Portability report in Marketing Cloud to create a report containing subscriber data related to a single contact.
B. Use the Customer Data Snapshots report in Commerce Cloud to create a report containing purchaser data related to a single customer.
C. Use the Contact Data Snapshots report in Commerce Cloud to create a report containing purchaser data related to a single contact.
D. Use the Customer Data Portability report in Marketing Cloud to create a report containing subscriber data related to a single customer.
Correct Answer: AB
A. The Contact Data Portability report in Marketing Cloud is a feature that allows creating a report containing subscriber data related to a single contact, such as email address, name, phone number, preferences, etc. This report can be used to provide customers access to their own data or comply with data privacy regulations, such as GDPR or CCPA. B. The Customer Data Snapshots report in Commerce Cloud is a feature that allows creating a report containing purchaser data related to a single customer, such as order history, payment methods, addresses, etc. This report can be used to provide customers access to their own data or comply with data privacy regulations, such as GDPR or CCPA.
Northern Trail Outfitters (NTO) is at the beginning of an implementation of B2C Commerce and is now discussing the communication flow. They are designing the flows between systems to send password resets via email when a new account is created in B2C Commerce or the email address is updated.
Considering NTO also uses Service Cloud and Marketing Cloud, which feature should a Solution Architect suggest to optimize the end-customer experience while also ensuring that tracking is visible to service agents?
A. Service Cloud Email Service
B. Marketing Cloud Journey Event
C. Marketing Cloud Triggered Send
D. Commerce Cloud Email Service
Correct Answer: C
C is correct because Marketing Cloud Triggered Send is a feature that allows sending personalized emails based on events or actions in another system, such as B2C Commerce. Triggered Send can be used to send password reset emails when a new account is created or the email address is updated in B2C Commerce. Triggered Send also tracks email open and forward count in Marketing Cloud. To disable the coupon code after a single use, B2C Commerce can use coupon code restrictions based on redemption count. A is incorrect because Service Cloud Email Service is a feature that allows receiving and processing inbound emails from customers in Service Cloud. It is not used to send password reset emails or track email open and forward count. B is incorrect because Marketing Cloud Journey Event is a feature that allows triggering journeys based on events or actions in another system, such as B2C Commerce. Journey Event can be used to send password reset emails, but it is more suitable for complex or multi-step customer interactions, such as welcome series or re-engagement campaigns. Triggered Send is more efficient and simpler for single-step interactions, such as password reset. D is incorrect because Commerce Cloud Email Service is a feature that allows sending transactional emails from B2C Commerce, such as order confirmation or shipping notification. It is not used to send password reset emails or track email open and forward count. References: https://help.salesforce.com/s/articleView?id=sf.mc_co_triggered_email_sends.htm andtype=5 https://help.salesforce.com/s/articleView?id=sf.mc_es_triggered_send_definition.ht mandtype=5 https://documentation.b2c.commercecloud.salesforce.com/DOC1/topic/com.demandware.dochelp/content/b2c_commerce/topics/coupons/b2c_coupon_code_restric tions.html https://help.salesforce.com/s/articleView?id=sf.email_services.htmandtype=5 https://help.salesforce.com/s/articleView?id=sf.mc_jb_journey_events.htmandtype=5 https://documentation.b2c.commercecloud.salesforce.com/DOC1/topic/com.dema ndware.dochelp/OrderManagement/EmailService.html
Question 136:
A multi-brand company uses B2C Commerce, Service Cloud, and Marketing Cloud and is seeking an order management solution. They process 2,000 orders per hour across their brands. The company has one B2C Commerce realm, two Salesforce core orgs, and two Marketing Cloud business units. The company is choosing between these three options for an order management tool:
?Build an order management solution in B2C Commerce using order management APIs
?Purchase Salesforce Order Management
?Build a custom order management solution using their own development team
Which three statements should a Solution Architect use to support using the Salesforce Order Management solution?
Choose 3 answers
A. Salesforce Order Management synchronizes orders to and from B2C Commerce, which essentially replaces the Service Cloud Connector.
B. B2C Commerce order management does not support complex or advanced use cases.
C. The existing Service Cloud implementation team could extend the Salesforce Order Management product to the existing org.
D. Salesforce Order Management is a productized connector solution between B2C Commerce and Service Cloud; orders will be synchronized from the client B2C Commerce realm to multiple Salesforce Orgs without the need for customization.
E. Salesforce Order Management shares the same database with Service Cloud while other solutions need to build additional integration.
Correct Answer: BCE
B is correct because B2C Commerce order management does not support complex or advanced use cases such as split shipments, backorders, partial cancellations, or returns3. Salesforce Order Management provides these capabilities out of the box or with minimal customization. C is correct because Salesforce Order Management can be installed as a managed package in an existing Service Cloud org, which means that the existing Service Cloud implementation team can leverage their existing skills and knowledge to extend the product to meet the business needs. E is correct because Salesforce Order Management shares the same database with Service Cloud, which eliminates the need for additional integration between the two systems. Other solutions would require building custom integration to synchronize data between different databases. A is incorrect because Salesforce Order Management does not replace the Service Cloud Connector, which is used to synchronize data between Service Cloud and B2C Commerce. Salesforce Order Management integrates with both Service Cloud and B2C Commerce using platform events and REST APIs. D is incorrect because Salesforce Order Management does not support synchronizing orders from one B2C Commerce realm to multiple Salesforce orgs without customization. The standard integration assumes that there is a one-to- one relationship between a B2C Commerce realm and a Salesforce org. References: https://documentation.b2c.commercecloud.salesforce.com/DOC1/topic/com.demandware.dochelp/OrderManagement/OrderManagementOverview.html https://help.salesforce.com/s/articleView?id=sf.om_order_management.htmandtype= https://help.salesforce.com/s/articleView?id=sf.om_installation.htmandtype=5 https://help.salesforce.com/s/articleView?id=sf.om_data_model.htmandtype=5 https://help.salesforce.com/s/articleView?id=sf.om_b2c_commerce_integration.ht mandtype=5 https://help.salesforce.com/s/articleView?id=sf.om_b2c_commerce_integration_ov erview.htmandtype=5
Question 137:
An organization has separate support teams that work with customers based on their tier level. Tier levels are based on the amount of money a customer spends. The organization wants incoming support cases to automatically be routed to the correct team based on their tier level.
Which two options should a Solution Architect configure to accomplish this?
Choose 2 answers
A. Assignment Rules
B. Queues
C. Support Processes
D. Auto Response Rules
Correct Answer: AB
A support case is a record that tracks a customer's question, problem, feedback, or request for service. A support case can be created manually by a user or automatically by an email, web form, chat, etc. A support case can be assigned to a user or a queue for further action or resolution. To automatically route incoming support cases to the correct team based on their tier level, a Solution Architect should configure the following: Assignment Rules: Assignment rules are rules that define how to assign cases to users or queues based on certain criteria or conditions. Assignment rules can help automate the case assignment process and ensure that cases are routed to the right people or teams based on their skills, availability, workload, etc. Queues: Queues are lists of records that need to be worked on by multiple users or teams. Queues can help organize and prioritize workloads and distribute cases among users or teams based on their capacity or expertise. Option C is incorrect because support processes are processes that define the stages or statuses that a case goes through from creation to closure. Support processes do not affect how cases are assigned to users or queues based on tier level. Option D is incorrect because auto response rules are rules that define how to send automatic email responses to customers when cases are created or updated based on certain criteria or conditions. Auto response rules do not affect how cases are assigned to users or queues based on tier level. References: https://help.salesforce.com/s/articleView?id=sf.customize_case.htmandtype=5 https://help.salesforce.com/s/articleView?id=sf.customize_supporthome.htmandtype=5 https://help.salesforce.com/s/articleView?id=sf.queues_overview.htmandtype=5
Question 138:
An organization wants to add Service Cloud to their existing Salesforce Org currently hosting Sales Cloud. They know that an integrated customer service experience is a key component of a successful long-term relationship with their customers. After doing some research they learned that the Service Cloud connector can help start their implementation and they are now ready to proceed.
Which two functionality considerations should they be aware of when introducing the B2C Commerce to Service Cloud Connector into an existing Salesforce Org?
Choose 2 answers
A. In order to implement the Service Cloud Connector it is necessary to enable Person Accounts, a change which cannot be reverted once implemented.
B. The Service Cloud Connector is distributed as a managed package that can be extended to meet client-specific needs but with core functionality that cannot be altered.
C. The Service Cloud Connector natively supports accounts and contacts, households, and multi-brand customer models.
D. The Service Cloud Connector provides a collection of Lightning and Visualforce components that display customer and order information within Service Cloud, which needs to be customized and deployed by a developer.
Correct Answer: AB
The B2C Commerce to Service Cloud Connector is a solution that enables integration between B2C Commerce and Service Cloud. It allows displaying customer and order information in Service Cloud, creating orders on behalf of customers, and synchronizing customer data between the two systems. When introducing the Service Cloud Connector into an existing Salesforce Org, the following functionality considerations should be aware of: In order to implement the Service Cloud Connector it is necessary to enable Person Accounts, a change which cannot be reverted once implemented. Person Accounts are a type of account in Salesforce that combines an account and a contact into a single record. The Service Cloud Connector requires Person Accounts to store customer information from B2C Commerce. Enabling Person Accounts is an irreversible change that affects the entire Salesforce Org and may have implications for other features or customizations. The Service Cloud Connector is distributed as a managed package that can be extended to meet client-specific needs but with core functionality that cannot be altered. A managed package is a collection of application components that can be installed from AppExchange or other sources. The Service Cloud Connector is a managed package that provides core functionality for integrating B2C Commerce and Service Cloud. The core functionality cannot be modified or deleted, but it can be extended or customized using Apex code, Visualforce pages, or Lightning components. Option C is incorrect because the Service Cloud Connector does not natively support accounts and contacts, households, and multi-brand customer models. It only supports person accounts as a customer model by default. Option D is incorrect because the Service Cloud Connector provides a collection of Lightning components that display customer and order information within Service Cloud, which do not need to be customized or deployed by a developer. References: https://help.salesforce.com/s/articleView?id=sf.icx_b2c_overview.htmandtype=5 https://help.salesforce.com/s/articleView?id=sf.accounts_person.htmandtype=5 https://help.salesforce.com/s/articleView?id=sf.distribution_installing_packages.htmandtype=5
Question 139:
Northern Trail Outfitters Is migrating away from legacy system and is currently implementing Service Cloud, Marketing Cloud, and B2C Commerce to support their growing business needs. The business has asked a Solution Architect to propose a cross- cloud data mapping design that makes use of the strengths of each platform.
Which two recommendations should a Solution Architect include to the design?
Choose 2 answers
A. Document the data type and size constraints in each system to ensure entities are mapped correctly.
B. Use an integration tool so there is no need to consider data mapping as part of the design.
C. Hap B2C Commerce profile to Salesforce Platform Contact and to Marketing Cloud Contact.
D. Ensure that the legacy systems data model is mapped and implemented as-ls without any modifications to minimize data migration complexity.
Correct Answer: AC
Documenting the data type and size constraints in each system is important to ensure that the entities are mapped correctly and that no data is lost or corrupted during the integration process. Mapping B2C Commerce profile to Salesforce
Platform Contact and to Marketing Cloud Contact is a best practice for cross-cloud data mapping design, as it allows for a consistent view of the customer across all platforms and enables cross- channel marketing and service capabilities.
Question 140:
Northern Trail Outfitters (NTO) has an ERP application where all customer orders are stored. There are millions of older records stored in the ERP application and some customers may have thousands of individual orders. Additionally, some orders contain personally identifiable information (PII) that, due to company policy, can only be stored in ERP. NTO would like the five most recent orders displayed on the account page in Salesforce.
What are three justifications for using Salesforce Connect in this solution?
Choose 3 answers
A. Accessing external data using workflows and triggers
B. Need access to all external data in near real-time
C. Integrating external data without writing custom code
D. The external data is changing frequently
E. Need real-time access to a small fraction of external data
Correct Answer: BDE
Salesforce Connect is a feature that allows accessing and integrating external data from various sources without copying or storing it in Salesforce. Salesforce Connect uses external objects and external data sources to create a virtual data
model that can be used in Salesforce applications and tools. The justifications for using Salesforce Connect in this solution are:
Need access to all external data in near real-time. Salesforce Connect allows accessing external data from ERP or other systems in near real-time, without any delays or synchronization issues. This ensures that the data is always up-to-date
and consistent across systems.
The external data is changing frequently. Salesforce Connect allows reflecting any changes or updates made to the external data in ERP or other systems immediately in Salesforce, without requiring any manual intervention or batch
processes. This ensures that the data is always accurate and reliable across systems.
Need real-time access to a small fraction of external data. Salesforce Connect allows accessing only a small fraction of external data that is relevant and needed for a specific use case, such as displaying customer order history or details.
This reduces network overhead and improves performance. Option A is incorrect because accessing external data using workflows and triggers is not possible or supported with Salesforce Connect. Option C is incorrect because integrating
external data without writing custom code is not a justification for using Salesforce Connect, as it may require some custom code or configuration depending on the data source and use case.
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