Salesforce Salesforce Certifications B2C-SOLUTION-ARCHITECT Questions & Answers

• Question 141:

  A large cosmetics company is planning a customer marketing campaign this summer that allows early access to new product launches in exchange for consent to contact participants through text or email. Future communications to those who 'opt-in' includes information on future product launches, store events, and holiday promotions.

  The company plans to offer a 'preference center' within the commerce experience, where authenticated users can opt-in or opt-out of various methods of direct communication.

  In which two ways should a Solution Architect define the appropriate systems and methods for user registration and communication preferences, and recommend where native platform functionality within each platform may need to be extended?

  Choose 2 answers

  A. Allow cookie consent to auto-enable email and/or mobile communications directly to the customer.

  B. Allow customers to unsubscribe via email with one click, and opt-in or opt-out of specific communication methods through a hosted preference center.

  C. Use native B2C Commerce registration options during the browse and checkout experience, and extend these features to provide an opt-in or opt-out communication preference center on a secure page within the same storefront UI.

  D. Implicitly enroll all customers in direct mobile communications during checkout, and allow customers to opt-in or opt-out of all services via email sent by Marketing Cloud.

  Correct Answer: BC

  Option B is correct because allowing customers to unsubscribe via email with one click is a best practice for email marketing and compliance with anti-spam laws, and allowing customers to opt-in or opt-out of specific communication methods

  through a hosted preference center is a way to provide more granular control and personalization for customers.

  Option C is correct because using native B2C Commerce registration options during the browse and checkout experience is a way to capture customer information and consent, and extending these features to provide an opt-in or opt- out

  communication preference center on a secure page within the same storefront UI is a way to leverage the existing B2C Commerce platform and provide a consistent user experience.

  Option A is incorrect because allowing cookie consent to auto-enable email and/or mobile communications directly to the customer is not a valid or sufficient way to obtain customer consent for direct marketing purposes, and may violate

  privacy laws and regulations.

  Option D is incorrect because implicitly enrolling all customers in direct mobile communications during checkout is not a valid or sufficient way to obtain customer consent for direct marketing purposes, and may violate privacy laws and

  regulations. Additionally, allowing customers to opt-in or opt-out of all services via email sent by Marketing Cloud is not a user-friendly or secure way to manage customer preferences.

  References:

  [Certification - B2C Solution Architect - Trailhead] [Study for the B2C Solution Architect Certification | Salesforce - Trailhead] [B2C Solution Architect Certification Guide | Salesforce Ben]

• Question 142:

  A company currently uses B2C Commerce and Service Cloud for one of its storefronts. They are now considering implementing the 'Order on Behalf of flow. Which consideration must a Solution Architect keep in mind while implementing the 'Order on Behalf of flow?

  A. The Service Cloud Connector is not available for guests or anonymous storefront shoppers. Use Order on Behalf with registered B2C Commerce customer accounts.

  B. The Service Cloud Connector enables data synchronization through SOAP services using Service Cloud and B2C Commerce. REST services are not available for such data synchronization needs.

  C. The Service Cloud Connector does not require B2C Commerce to be registered as a remote site as long as the Service Cloud org and B2C Commerce realm are in the same geographic region.

  D. The Service Cloud Connector can work with any valid Service Cloud user. There is no specific need for an Integration User with administrative rights.

  Correct Answer: A

  A is correct because the Service Cloud Connector only works with registered B2C Commerce customer accounts and does not support guests or anonymous storefront shoppers. The connector uses the customer ID to link the Service Cloud contact with the B2C Commerce customer profile. B is incorrect because the Service Cloud Connector supports both SOAP and REST services for data synchronization between Service Cloud and B2C Commerce. C is incorrect because the Service Cloud Connector requires B2C Commerce to be registered as a remote site in Service Cloud regardless of the geographic region. This is to allow outbound messages from Service Cloud to B2C Commerce. D is incorrect because the Service Cloud Connector requires a dedicated Integration User with administrative rights in both Service Cloud and B2C Commerce. This user is used to authenticate and authorize the data synchronization between the two systems. References: https://documentation.b2c.commercecloud.salesforce.com/DOC1/topic/com.demandware.dochelp/ServiceCloud/ServiceCloudConnectorOverview.html https://documentation.b2c.commercecloud.salesforce.com/DOC1/topic/com.demandware.dochelp/ServiceCloud/ServiceCloudConnectorDataSynchronization.html https://documentation.b2c.commercecloud.salesforce.com/DOC1/topic/com.demandware.dochelp/ServiceCloud/ServiceCloudConnectorSetup.html https://documentation.b2c.commercecloud.salesforce.com/DOC1/topic/com.demandware.dochelp/ServiceCloud/ServiceCloudConnectorUserSetup.html

• Question 143:

  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

  Correct Answer: C

  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 144:

  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.

  Correct Answer: B

  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 145:

  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.

  Correct Answer: CD

  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 146:

  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.

  Correct Answer: BD

  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 147:

  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.

  Correct Answer: AC

  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 148:

  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.

  Correct Answer: BD

  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 149:

  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.

  Correct Answer: A

  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 150:

  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.

  Correct Answer: A

  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.