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

Salesforce B2C-SOLUTION-ARCHITECT Online Questions & Answers

• Question 141:

  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.
  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.

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  Explanation/Reference:

  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 142:

  A company had strong new-customer growth for the year but has noticed that lifetime value has been declining. They want to run automated re-engagement campaigns with customers who made purchases in the last 24 months but are unsure of where to start. They have Service Cloud, Marketing Cloud, and B2C Commerce implemented and recently began using CRM Analytics.

  Which two recommendations should a Solution Architect provide to the company to improve the success of the automated campaign?

  Choose 2 answers

  A. Use SMS as a channel due to its significantly higher engagement rate as compared to email
  B. Generate personalized coupon codes in B2C Commerce and send them through Marketing Cloud to be able to effectively track impact of campaigns
  C. Use CRM Analytics to analyze customer engagement history over the last 24 months
  D. Configure Einstein Recommendations in Marketing Cloud to automate segment generation for Journey Builder
  A. Use SMS as a channel due to its significantly higher engagement rate as compared to email
  D. Configure Einstein Recommendations in Marketing Cloud to automate segment generation for Journey Builder

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  Explanation/Reference:

  These answers are correct because they are recommendations that can improve the success of the automated re-engagement campaign. Using SMS as a channel can increase the engagement rate as compared to email, as SMS messages have higher open and response rates. Configuring Einstein Recommendations in Marketing Cloud can automate segment generation for Journey Builder, which can help create personalized and relevant messages based on customer data and behavior.

  References: https://www.salesforce.com/products/marketing-cloud/best-practices/sms-marketing-statistics/ https://help.salesforce.com/s/articleView?id=sf.mc_pb_einstein_recommendations.htmandtype=5

• Question 143:

  A company has been using B2C Commerce for many years and recently decided to implement Service Cloud and Marketing Cloud. Currently, there are many issues with the integration between B2C Commerce and the legacy CRM, which means data is often out of Sav sync. Agencies currently manage the Marketing communication, and B2C Commerce is sending the messages. The main goal is to ensure Catksion that B2C Commerce can trigger multi-channel messaging via Marketing Cloud, leveraging the data the company has on customers to personalize the communication.

  Which three considerations should a Solution Architect keep in mind when recommending a migration strategy from the existing setup to the new one?

  Choose 3 answers

  A. Customer data can be imported into Service Cloud from B2C Commerce and the legacy CRM without deduplication since Salesforce CDP can automatically merge duplicate records upon insert.
  B. Service Cloud should be implemented before Marketing Cloud to ensure that the Salesforce Contact IDs can be used in Marketing Cloud as unique identifiers. Written
  C. Customer data from B2C Commerce and the legacy CRM should be deduplicated before being imported into Service Cloud. Materials
  D. Custom development work is required to connect B2C Commerce to Marketing Cloud and use the Salesforce Contact ID.
  E. Marketing Cloud Connect should be configured to use an alternate external ID from Salesforce as the Contact Key to avoid duplicate contacts in Marketing Cloud.
  B. Service Cloud should be implemented before Marketing Cloud to ensure that the Salesforce Contact IDs can be used in Marketing Cloud as unique identifiers. Written
  C. Customer data from B2C Commerce and the legacy CRM should be deduplicated before being imported into Service Cloud. Materials
  D. Custom development work is required to connect B2C Commerce to Marketing Cloud and use the Salesforce Contact ID.

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  Explanation/Reference:

  B. Service Cloud should be implemented before Marketing Cloud to ensure that the Salesforce Contact IDs can be used in Marketing Cloud as unique identifiers. This allows for a consistent and unified view of the customer across the Salesforce products and avoids duplicate contacts in Marketing Cloud. C. Customer data from B2C Commerce and the legacy CRM should be deduplicated before being imported into Service Cloud. This ensures that there are no duplicate contacts in Service Cloud that could cause data quality issues or conflicts when syncing with Marketing Cloud. D. Custom development work is required to connect B2C Commerce to Marketing Cloud and use the Salesforce Contact ID. This involves creating a service definition in B2C Commerce that points to Marketing Cloud's REST API and passing the Salesforce Contact ID as the contact key when triggering journeys or updating contact data.

  References: https://help.salesforce.com/s/articleView?id=sf.mc_co_subscriber_key_migration.htmandtype=5 https://developer.salesforce.com/docs/commerce/sfra/marketing-cloud/marketing-cloud-integration

• Question 144:

  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
  B. Work with stakeholders to create a customer Journey map that improves conversions
  D. Run reports on the value of cart Items and time since the last activity

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  Explanation/Reference:

  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 145:

  A company wants to use the Satesforce Platform to enable personalized l-l marketing, an online ordering platform, and a customer-centric support solution for their service agents. The goal of the company is to provide an end-to-end customer centric and personalized experience.

  What is an example artifact that can be used to ensure the company understands the systems involved in the solution'

  A. Journey map
  B. Product backlog
  C. Reference architecture
  D. Storefront wireframes
  C. Reference architecture

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  Explanation/Reference:

  This answer is correct because a reference architecture is an example artifact that can be used to ensure the company understands the systems involved in the solution. A reference architecture provides a high-level overview of the components, integrations, and interactions of the solution, which can help the company visualize how the solution will work and what systems are required.

  References: https://architect.salesforce.com/diagrams/framework/reference-architecture

• Question 146:

  Universal Containers (UC) is in the process of implementing a B2C Commerce site for their storefront, and Experience Cloud for their support and help desk. UC wants to ensure that there is a single login and data experience between the

  two sites while also being relatively seamless.

  Given the need for a single login experience, what should the primary system be for all authentication?

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

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  Explanation/Reference:

  This answer is correct because it is the primary system that should be used for all authentication between B2C Commerce site and Experience Cloud site. Salesforce Identity can act as an identity provider (IDP) for both B2C Commerce and

  Experience Cloud, and it can provide a single login and data experience between the two sites. Salesforce Identity can also store customer profile data in a single place and sync it across systems.

  References:

  https://help.salesforce.com/s/articleView?id=sf.b2c_commerce_service_cloud_integration.htmandtype=5

• Question 147:

  A financial services firm with many high net-worth individuals Is about to implement Service Cloud, Marketing Cloud, and Salesforce Platform. Given the nature of the individuals, they are often required to adhere to financial regulations and civil procedures in regards to their data. This often requires restricting their data processing.

  Given that requirement, what are three considerations the financial services firm should be aware of when limiting data processing across these clouds? Choose 3 answers

  A. Removing a data processing restricted contact within Marketing Cloud requires removing the restriction first before removing the contact
  B. Consider deleting all of the customer data in order to adhere to the requirements.
  C. Restricting data within Service Cloud requires contacting a Service Cloud account representative.
  D. Export relevant customer data on Salesforce Platform so it is retained first before deleting or providing any data.
  E. Restricting data within Marketing Cloud requires contacting a Marketing Cloud account representative.
  A. Removing a data processing restricted contact within Marketing Cloud requires removing the restriction first before removing the contact
  D. Export relevant customer data on Salesforce Platform so it is retained first before deleting or providing any data.
  E. Restricting data within Marketing Cloud requires contacting a Marketing Cloud account representative.

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  Explanation/Reference:

  These are three considerations that the financial services firm should be aware of when limiting data processing across these clouds. Removing a data processing restricted contact within Marketing Cloud requires removing the restriction first before removing the contact, as deleting a restricted contact will result in an error message. Exporting relevant customer data on Salesforce Platform so it is retained first before deleting or providing any data is a best practice for complying with data requests or regulations. Restricting data within Marketing Cloud requires contacting a Marketing Cloud account representative, as this feature is not available in the user interface.

• Question 148:

  A company contracted with a Satesforce implementation partner. A Solution Architect and a functional architect from the partner firm met with the business and IT stakeholders in the initial business discovery workshop. During that time, the Solution Architect gathered requirements about how the system needs to function in Salesforce with data flowing to downstream systems. The company also provided sketches of a potential user interface they want to see.

  Which three actions should the Solution Architect take to ensure the right solution can be delivered?

  Choose 3 answers

  A. Capture functional specifications that contain business processes and expectations of how they translate to user interface behavior.
  B. Design the annotated wireframes of the current user interface and finalize the future state data architectures.
  C. Ask the company to describe system integrations and primary source of records to support business requirements.
  D. Investigate the challenges that the company is experiencing with their existing setup and understand how they expect the future solution to solve those challenges.
  E. Thank the company for providing solution specifications and deliver those to the technical team.
  A. Capture functional specifications that contain business processes and expectations of how they translate to user interface behavior.
  C. Ask the company to describe system integrations and primary source of records to support business requirements.
  D. Investigate the challenges that the company is experiencing with their existing setup and understand how they expect the future solution to solve those challenges.

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  Explanation/Reference:

  These answers are correct because they are part of the solution design process that a Solution Architect should follow to ensure the right solution can be delivered. Capturing functional specifications, understanding system integrations and data sources, and identifying pain points and expected outcomes are essential steps to design a solution that meets the business needs and expectations.

  References: https://trailhead.salesforce.com/en/content/learn/modules/solution-design/solution-design-process

• Question 149:

  A company has B2C Commerce and Marketing Cloud. The Marketing team wants to match up the purchasing data from B2C Commerce to the Marketing Cloud subscriber data.

  Which two objects from B2C Commerce should a Solution Architect map to Marketing Cloud in order to meet the company's needs?

  Choose 2 answers

  A. Contact
  B. Orders
  C. Customer
  D. Profile
  B. Orders
  C. Customer

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  Explanation/Reference:

  Option B is correct because orders should be mapped from B2C Commerce to Marketing Cloud in order to meet the company's needs. Orders contain purchasing data such as order number, order date, order total, order status, and order

  items, which can be used for marketing purposes such as segmentation, personalization, and reporting.

  Option C is correct because customer should be mapped from B2C Commerce to Marketing Cloud in order to meet the company's needs. Customer contains subscriber data such as customer ID, email address, first name, last name, and

  phone number, which can be used for marketing purposes such as identification, communication, and targeting.

  Option A is incorrect because contact is not an object from B2C Commerce, but rather an object from Service Cloud or Sales Cloud. Contact contains customer data such as name, email address, phone number, and account ID, which can be

  used for marketing purposes if integrated with Marketing Cloud via Marketing Cloud Connect.

  Option D is incorrect because profile is not an object from B2C Commerce, but rather an object from Experience Cloud or Sales Cloud. Profile contains user data such as username, password, role, and permissions, which can be used for

  authentication and authorization purposes if integrated with Marketing Cloud via Salesforce Identity or Marketing Cloud Connect.

  References:

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

• Question 150:

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

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  Explanation/Reference:

  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