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

Salesforce B2C-SOLUTION-ARCHITECT Online Questions & Answers

• Question 21:

  A company is in the process of defining the right systems to deliver key capabilities for its B2C business. The company has about 2 million customers, each placing an average of 100 orders each year through its existing B2C Commerce platform. 7

  The company needs a system that can;

  1.

  Deliver a full list of all customer orders throughout their engagement lifetime

  2.

  Provide lifetime engagement tracking and history of the customer

  3.

  Calculate the lifetime value of customers based on their orders

  Which three systems should a Solution Architect recommend to meet the company's requirements?

  Choose 3 answers

  A. Sales Cloud
  B. Service Cloud
  C. Heroki
  D. Materials Written
  E. Marketing Cloud
  F. Salesforce Order Management
  A. Sales Cloud
  E. Marketing Cloud
  F. Salesforce Order Management

  ---

  Explanation/Reference:

  A system is a software application or platform that provides specific functionality or capabilities for a business. A system can be either internal or external to Salesforce, depending on where it is hosted and how it is accessed. To deliver key

  capabilities for its B2C business, a company should use the following systems:

  Sales Cloud: Sales Cloud is a product that allows managing sales processes and activities across different channels and devices. Sales Cloud can help the company to deliver a full list of all customer orders throughout their engagement

  lifetime, by integrating with B2C Commerce and other systems to capture and display order information on customer records.

  Marketing Cloud: Marketing Cloud is a product that allows creating and delivering personalized marketing campaigns across different channels and devices. Marketing Cloud can help the company to provide lifetime engagement tracking and

  history of the customer, by integrating with B2C Commerce and other systems to collect and analyze customer behavior and interactions across touchpoints. Salesforce Order Management: Salesforce Order Management is a product that

  allows managing and fulfilling orders across different channels and systems. Salesforce Order Management can help the company to calculate the lifetime value of customers based on their orders, by integrating with B2C Commerce and

  other systems to aggregate and report on order revenue and profitability. Option B is incorrect because Service Cloud is a product that allows managing customer service interactions across different channels and systems. Service Cloud

  does not provide any of the capabilities that the company needs, such as delivering a full list of customer orders, providing lifetime engagement tracking, or calculating lifetime value of customers. Option C is incorrect because Heroku is a

  platform that allows building, running, and scaling custom web applications using various languages and frameworks. Heroku does not provide any of the capabilities that the company needs, such as delivering a full list of customer orders,

  providing lifetime engagement tracking, or calculating lifetime value of customers. Option D is incorrect because Materials Written is not a system, but rather a term that refers to written documents or content that are used for communication

  or education purposes. Materials Written does not provide any of the capabilities that the company needs, such as delivering a full list of customer orders, providing lifetime engagement tracking, or calculating lifetime value of customers.

  References:

  https://www.salesforce.com/products/sales-cloud/overview/

  https://www.salesforce.com/products/marketing-cloud/overview/

  https://www.salesforce.com/products/commerce-cloud/ecommerce/order-management/

• Question 22:

  A company is using Service Cloud, B2C Commerce, and Marketing Cloud to provide an end-to-end B2C solution. The company does not use MuleSoft or any other integration middleware and does not plan on using them in the near future.

  The company has about 10 million customers with a growth rate of 10% year over year, On average, each customer raises 10-50 support tickets each year, Each ticket may contain multiple comments, responses, and attachments. There is a need for the service agents to have visibility on customer tickets for up to 5 years.

  What approach should a Solution Architect recommend in order to deliver the desired functionality given the company's expected growth over the next 5 years, while still adhering to the platform's governor limits?

  A. Capture and resolve tickets using the capabilities of Service Cloud. Archive resolved cases and related data into Heroku and display them back in Service Cloud using Salesforce Connect.
  B. Capture and resolve tickets using the capabilities of Service Cloud. Archive cases and related data older than a year in Big Objects and delete records that are more than 5 years old.
  C. Capture and resolve tickets using the capabilities of Service Cloud, Use the Service Cloud console to display cases and related data raised by a customer in the past 5 years.
  D. Capture and resolve tickets using the capabilities of 852C Commerce. Archive cases and related data older than a year in Big Objects and delete records that are more than 5 years old.
  A. Capture and resolve tickets using the capabilities of Service Cloud. Archive resolved cases and related data into Heroku and display them back in Service Cloud using Salesforce Connect.

  ---

  Explanation/Reference:

  This approach allows the company to use Service Cloud for capturing and resolving tickets, which provides a better customer service experience than B2C Commerce. It also allows the company to archive resolved cases and related data into Heroku, which is a cloud platform that can store large amounts of data without hitting the platform's governor limits. Using Salesforce Connect, the company can display the archived data back in Service Cloud without storing it in Salesforce, thus saving storage space and costs. References: https://help.salesforce.com/s/articleView?id=sf.data_source_connect.htmandtype=5 https://www.heroku.com/home

• Question 23:

  An organization currently has separate teams supporting Service Cloud, Marketing Cloud, store operations with a point-of-sale solution, and eCommerce with Commerce Cloud. Each business unit has their own key performance indicators (KPIs) but the organization is struggling to understand the big picture and improve customer engagement with the brand.

  In which two ways would Salesforce CDP help in this scenario?

  Choose 2 answers

  A. It creates one Individual record that replaces the system-specific records in other products, creating a unified view of the customer.
  B. It provides cross-channel analytics using pre-built, native dashboards and charts within the unified profile.
  C. It ingests customer data from each system and uses matching rules to find records representing the same person, uniting them under a Unified Individual.
  D. It can power experiences through other channels like Marketing Cloud Engagement by activating customer segments.
  C. It ingests customer data from each system and uses matching rules to find records representing the same person, uniting them under a Unified Individual.
  D. It can power experiences through other channels like Marketing Cloud Engagement by activating customer segments.

  ---

  Explanation/Reference:

  These answers are correct because they are ways that Salesforce CDP can help the organization in this scenario. Salesforce CDP can ingest customer data from each system and use matching rules to find records representing the same

  person, uniting them under a Unified Individual. This creates a single view of the customer across all systems and channels. Salesforce CDP can also power experiences through other channels like Marketing Cloud Engagement by activating

  customer segments. This enables personalized and targeted marketing campaigns based on customer data and behavior. References:

  https://www.salesforce.com/products/customer-data-platform/overview/

• Question 24:

  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
  B. Need access to all external data in near real-time
  D. The external data is changing frequently
  E. Need real-time access to a small fraction of external data

  ---

  Explanation/Reference:

  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.

  References:

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

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

• Question 25:

  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
  C. Marketing Cloud Triggered Send

  ---

  Explanation/Reference:

  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 26:

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

  ---

  Explanation/Reference:

  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 27:

  A company has 2,000 customers and currently services them using a call center and spreadsheets. Because of the lack of systems there is no ability to track how successful agents are. In addition, their ordering system cannot be easily accessed by service agents costing valuable time and hurting customer satisfaction.

  What are two reasons a connected B2C Solution can add value to the company?

  Choose 2 answers

  A. Provides a better interface for agents using Service Cloud and B2C Commerce with Heroku
  B. Allows agents to more easily access customer data to better support customers when they call in
  C. Allows agents to use SSO to log into B2C Commerce and Service Cloud using the same credentials
  D. Increases spend ROI as fewer service agents will be needed, which can allow for more sales agents
  B. Allows agents to more easily access customer data to better support customers when they call in
  C. Allows agents to use SSO to log into B2C Commerce and Service Cloud using the same credentials

  ---

  Explanation/Reference:

  B. Allowing agents to more easily access customer data to better support customers when they call in can add value to the company by improving customer satisfaction, loyalty, and retention. This can also enable agents to provide

  personalized recommendations, cross-sell or upsell opportunities, and proactive service based on the customer's profile, preferences, and purchase history. C. Allowing agents to use SSO to log into B2C Commerce and Service Cloud using

  the same credentials can add value to the company by simplifying the login process, enhancing security, and reducing administrative overhead. This can also provide a seamless user experience for agents across different systems and

  platforms.

  References:

  https://www.salesforce.com/products/service-cloud/overview/

  https://www.salesforce.com/products/commerce-cloud/overview/

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

• Question 28:

  A company uses a Salesforce solution to sell one-off products and subscription-based products to its customers. However, the company wants to let customers save their payment details when buying products online using credit cards, in

  order to facilitate a one- click ordering mechanism as well as an automatic payment for subscription-based item renewals.

  What should a Solution Architect recommend to store payment information while still maintaining security and compliance?

  A. Store Base64 encoded payment card details.
  B. Hash and store the payment card details.
  C. Store raw payment card details on the customer's profile.
  D. Store a tokenized value for the payment card.
  D. Store a tokenized value for the payment card.

  ---

  Explanation/Reference:

  This answer is correct because it is a way to store payment information while still maintaining security and compliance. A tokenized payment card is a method that replaces sensitive card data with a unique identifier or token that cannot be mathematically reversed. The actual card data is stored in a secure vault by a payment processor or gateway. This way, the company can facilitate one-click ordering and automatic payment without exposing or storing the actual card data.

  References: https://help.salesforce.com/s/articleView?id=sf.b2c_commerce_payment_processing.htmandt ype=5

• Question 29:

  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.
  A. Agents will have easy access to customer data to provide a better service experience when customers call in.

  ---

  Explanation/Reference:

  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 30:

  A company is beginning a multi-cloud implementation involving B2C Commerce and Service Cloud. The company wants to trace configuration and code changes as much as possible and ensure basic standards for code quality.

  Which three options should a Solution Architect recommend to help the company with this goal?

  Choose 3 answers

  A. GIT Repository
  B. Static Code Analysis tools
  C. CI/CD Pipelines
  D. Smoke testing
  E. Salesforce DX
  A. GIT Repository
  B. Static Code Analysis tools
  C. CI/CD Pipelines

  ---

  Explanation/Reference:

  A GIT repository is a version control system that allows developers to track changes in code and collaborate on projects. A GIT repository can help with tracing configuration and code changes across different environments and branches. Static code analysis tools are software tools that analyze source code or compiled versions of code to find potential errors, bugs, vulnerabilities, or quality issues. Static code analysis tools can help with ensuring basic standards for code quality and security. CI/CD pipelines are automated workflows that enable developers to integrate code changes into a shared repository and deliver them to production environments with speed and reliability. CI/CD pipelines can help with testing, deploying, and monitoring configuration and code changes across different environments. Smoke testing is a type of software testing that verifies the basic functionality of an application or system after deployment. Smoke testing can help with ensuring the stability and performance of configuration and code changes, but it does not trace or enforce them. Salesforce DX is a set of tools and features that enable developers to build applications on the Salesforce Platform using an org development model or a package development model. Salesforce DX can help with managing configuration and code changes across different environments, but it is not specific to multi- cloud implementations. References: https://git-scm.com/book/en/v2/Getting-Started-About-Version-Control https://www.perforce.com/blog/qac/what-static-code-analysis https://www.redhat.com/en/topics/devops/what-is-ci-cd https://www.guru99.com/smoke-testing.html https://developer.salesforce.com/platform/dx