Salesforce Salesforce Certifications B2C-SOLUTION-ARCHITECT Questions & Answers

• Question 21:

  Which two considerations should the Solution Architect keep in mind while designing the solution for OOBO? Choose 2 answers

  A. Every REST call between B2C Commerce and Service Cloud counts towards API governor limits.

  B. The OOBO shopping experience requires that Salesforce service agent users authenticate against the B2C Commerce environment before creating the shopping session.

  C. Middleware, like Mulesoft, must be used to ensure the security and uptime of the integration between B2C Commerce and Service Cloud.

  D. The Service Agent cannot order on behalf of the customer if the customer is offline.

  Correct Answer: AB

  The REST calls between B2C Commerce and Service Cloud are subject to API governor limits, which can affect the performance and availability of the integration. The service agent users need to have B2C Commerce permissions and access keys to log in and place orders on behalf of registered storefront shoppers.

• Question 22:

  During discovery conversations an organization notes that they want to create a custom survey around their customer's preferences to help improve product recommendations, marketing journeys, and customer service upsell opportunities. They want to house the survey responses in their Salesforce ecosystem so they can run reports. They plan on having two teams manage the survey and change questions twice a year.

  Which three questions should a Solution Architect ask to ensure they understand the requirements well enough to design an appropriate multi-cloud solution?

  Choose 3 answers

  A. Will the teams need the ability to change designs?

  B. Does the team need front-end development capabilities?

  C. How many survey responses would you anticipate in a peak 24-hour period?

  D. Will you ever have more than nine possible answers for a survey question?

  E. How often do you update surveys?

  Correct Answer: ACE

  Option A is correct because the ability to change designs may affect the choice of survey tools and platforms, as well as the level of customization and maintenance required.

  Option C is correct because the volume of survey responses may impact the performance, scalability, and reliability of the survey solution, as well as the data storage and integration requirements.

  Option E is correct because the frequency of updating surveys may influence the design and governance of the survey solution, as well as the change management and testing processes.

  Option B is incorrect because front-end development capabilities are not relevant to the survey requirements, but rather to the implementation details and skills of the team.

  Option D is incorrect because the number of possible answers for a survey question is not a critical factor for designing a multi-cloud solution, but rather a minor detail that can be easily accommodated by most survey tools.

• Question 23:

  A company actively uses CI/CD processes for its Service Cloud implementation and is adding Marketing Cloud and Marketing Cloud Connect to its architecture. Under the current setup, each developer has their own developer sandbox. Developers merge their changes into a sandbox for QA regularly, and then once every week, changes are moved to staging, then from staging to production instances. Which setup should a Solution Architect propose to support this development approach considering costs and data segregation?

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

  B. Set up one Marketing Cloud instance with a business unit for production and one business unit for testing which is connected to all Service Cloud sandboxes.

  C. Set up one Marketing Cloud instance for each sandbox in Service Cloud in order to guarantee data segregation.

  D. Set up one Marketing Cloud instance to use with sandboxes for testing and replicate all changes to production.

  Correct Answer: A

  A Marketing Cloud sandbox is a separate instance that can be used for testing and development purposes. It can be connected to multiple Service Cloud sandboxes using Marketing Cloud Connect. This setup allows data segregation and cost efficiency, as opposed to creating multiple Marketing Cloud instances or business units.

  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_connect_multiple_salesforce_orgs.htmandtype=5

• Question 24:

  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.

  Correct Answer: ADE

  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 25:

  Northern Trail Outfitters (NTO) is beginning an implementation of B2C Commerce, Service Cloud, and Marketing Cloud from legacy applications. NTO's Data Management team is working on a data migration strategy and has to consider the complexity of the systems involved.

  What should Marketing Cloud be the single source of truth of in this multi-cloud scenario'5

  A. Individuals attributes such as name, address, birthday, and email

  B. Customer journey flow

  C. Order history

  D. Customer product affinity

  Correct Answer: B

  Marketing Cloud should be the single source of truth for customer journey flow, which is the sequence of interactions that a customer has with a brand across different channels and touchpoints. Marketing Cloud can help design, execute, and optimize customer journeys using Journey Builder, which can leverage data from other systems, such as B2C Commerce or Service Cloud, to trigger or personalize journeys.

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

• Question 26:

  A company wants to add Salesforce Order Management to their existing B2C Commerce, Service Cloud, and Sales Cloud integration. Their current sales process lets sales reps build quotes, create orders, and process reduction orders for refunds as part of their sales channel workflow. Their B2C Commerce order objects also include multiple custom attributes that the merchant's current Order Management System uses to allocate orders to the correct distribution center for fulfillment.

  When enabling Salesforce Order Management, what potential concerns will the merchant need to work through?

  A. Salesforce Order Management does not allow for fulfillment rules across multiple distribution centers without the use of an AppExchange package or custom Apex triggers.

  B. Reduction Orders and Order Management change orders conflict if both are enabled in the same Org and require the use of Record Types and Apex Triggers or Validation Rules to avoid conflicts.

  C. Custom attributes on B2C Commerce Orders are not natively supported for Salesforce Order Management integrations and require custom Apex development to handle mapping.

  D. Salesforce Order Management integrates natively with B2B Commerce when both products reside within the same Org but requires the use of a customizable B2C Commerce cartridge to import data from a B2C Commerce instance.

  Correct Answer: A

  A is correct because Salesforce Order Management does not have native support for multiple distribution centers and requires either an AppExchange package or custom Apex triggers to implement fulfillment rules based on custom attributes1.

• Question 27:

  A company is seeing an increased volume of customers browsing for higher-value items, as well as longer consideration times before customers place orders based on what is in their shopping carts.

  What are two tactics that a Solution Architect could recommend to increase checkouts and decrease the time from adding items to completing a checkout?

  Choose 2 answers

  A. Enable customer service agents to enroll customers in an Abandoned Cart Journey in Marketing Cloud if an interaction does not result in the processing of an order.

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

  C. When the cart value reaches a certain value, push a chat request to assist the customer with the checkout process.

  D. Monitor the cart items and time since it has been active in B2C Commerce and send a reminder and checkout incentive 18 hours after the cart was last modified.

  Correct Answer: AD

  A. Enabling customer service agents to enroll customers in an Abandoned Cart Journey in Marketing Cloud if an interaction does not result in the processing of an order can help increase checkouts and decrease the time from adding items

  to completing a checkout by sending targeted and personalized messages to customers who have left items in their carts without purchasing them. This can help re-engage customers, remind them of their cart contents, and encourage them

  to complete their orders. D. Monitoring the cart items and time since it has been active in B2C Commerce and sending a reminder and checkout incentive 18 hours after the cart was last modified can help increase checkouts and decrease the

  time from adding items to completing a checkout by leveraging customer behavior data, timing, and urgency to motivate customers to buy their items before they are out of stock or unavailable. This can help reduce cart abandonment,

  increase conversion rates, and boost customer loyalty.

  References:

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

  https://help.salesforce.com/s/articleView?id=sf.b2c_commerce_abandoned_carts.htmandtype=5

• Question 28:

  A service organization has a long lifecycle for customers that start as a lead and move through opportunity to active and former customer states. The organization wants to use Sales Cloud and Marketing Cloud as their core customer engagement platforms.

  Which two considerations should a Solution Architect keep in mind when setting up this multi-cloud use case?

  Choose 2 answers A. Set up the contact object with a specific record type 'Lead' that mimics the standard lead object to prevent the duplicate contact from being created in Marketing Cloud.

  B. Allow both the lead record to generate a contact in Marketing Cloud and the contact record to generate a contact in Marketing Cloud.

  C. Enable the 'Prevent Duplicates for Lead Conversion' setting when configuring Marketing Cloud Connect to prevent converted contacts from generating a duplicate contact.

  D. Ensure that when a lead is converted to a contact that the Lead ID is mapped to a custom field on the Contact to be used as the referenced with the Subscriber ID in Marketing Cloud and avoid duplicate records.

  Correct Answer: AD

  Option A is correct because setting up the contact object with a specific record type `Lead' that mimics the standard lead object to prevent the duplicate contact from being created in Marketing Cloud is a valid consideration for setting up this multi-cloud use case. This way, the service organization can avoid creating duplicate records in Marketing Cloud when leads are converted to contacts in Sales Cloud, as Marketing Cloud will recognize them as the same subscriber based on their record type and subscriber key. Option D is correct because ensuring that when a lead is converted to a contact that the Lead ID is mapped to a custom field on the Contact to be used as the referenced with the Subscriber ID in Marketing Cloud and avoid duplicate records is a valid consideration for setting up this multi-cloud use case. This way, the service organization can avoid creating duplicate records in Marketing Cloud when leads are converted to contacts in Sales Cloud, as Marketing Cloud will recognize them as the same subscriber based on their Lead ID and Subscriber ID. Option B is incorrect because allowing both the lead record to generate a contact in Marketing Cloud and the contact record to generate a contact in Marketing Cloud is not a valid consideration for setting up this multi-cloud use case, as it would create duplicate records in Marketing Cloud when leads are converted to contacts in Sales Cloud, unless they have matching subscriber keys. Option C is incorrect because enabling the `Prevent Duplicates for Lead Conversion' setting when configuring Marketing Cloud Connect to prevent converted contacts from generating a duplicate contact is not a valid consideration for setting up this multi-cloud use case, as this setting does not prevent duplicates from being created in Marketing Cloud, but rather prevents duplicates from being created in Sales Cloud when leads are converted. References: [Get Started with B2C Solution Architect Cert Prep - Trailhead] [Certification - B2C Solution Architect - Trailhead] B2C Solution Architect Certification Guide | Salesforce Ben

• Question 29:

  A global merchant plans to use B2C Commerce, Service Cloud, and Marketing Cloud to support the shopper experience. They also plan on using Marketing Cloud Connect to integrate Service and Marketing Clouds and the Service Cloud Connector for B2C Commerce. The customers will receive SMS messages through Mobile Connect. One of the key requirements is to enable consent and profile management across the clouds.

  Which two recommendations should a Solution Architect make as part of the solution?

  Choose 2 answers

  A. SMS opt-in will sync with Service Cloud when contact ID is the subscriber key in Marketing Cloud

  B. Service Cloud profile data can be configured to sync to the Marketing Cloud profile center

  C. Profile changes in B2C Commerce will sync to Service Cloud when person accounts are used

  D. Shopper consent in B2C storefronts will sync to Service Cloud when person accounts are used

  Correct Answer: AC

  A. SMS opt-in will sync with Service Cloud when contact ID is the subscriber key in Marketing Cloud. This can help enable consent and profile management across the clouds by allowing customers to opt-in or opt-out of SMS messages and reflecting their preferences in both Service Cloud and Marketing Cloud. This can also help comply with industry regulations and best practices for SMS marketing. C. Profile changes in B2C Commerce will sync to Service Cloud when person accounts are used. This can help enable consent and profile management across the clouds by allowing customers to update their profile information in B2C Commerce and syncing their changes to Service Cloud. This can also help maintain consistent and accurate customer data across different systems and platforms. References: https://help.salesforce.com/s/articleView?id=sf.mc_co_person_accounts.htmandtype=5 https://help.salesforce.com/s/articleView?id=sf.mc_co_implement_marketing_cloud_connect.htmandtype=5 https://help.salesforce.com/s/articleView?id=sf.b2c_commerce_integration.htmandtype=5

• Question 30:

  A customer service team raised a new business requirement that requires a multi-cloud solution design between B2C Commerce, Service Cloud, and Marketing Cloud. A Solution Architect has been hired to lead the design of the multi-cloud solution.

  Which two actions should the Solution Architect take to accurately capture requirements and deliver the solution overview?

  Choose 2 answers

  A. Include functional subject matter experts and technical resources across multiple discovery workshops, grouped by business function to ensure all requirements are captured.

  B. Conduct discovery workshops and upon completion present the solution back to the design authority or executive stakeholders to validate the solution.

  C. Conduct discovery workshops to create a user acceptance testing document and invite business owners, each cloud technical architect, and implementation development team.

  D. Include the customer service team so that they can provide detailed user stories prior to the discovery workshops.

  Correct Answer: AB

  A is correct because including functional subject matter experts and technical resources across multiple discovery workshops, grouped by business function, is a best practice for capturing requirements and ensuring alignment across

  different stakeholders.

  B is correct because conducting discovery workshops and presenting the solution back to the design authority or executive stakeholders is a best practice for validating the solution and obtaining feedback and approval.

  C is incorrect because conducting discovery workshops to create a user acceptance testing document is not the purpose of discovery workshops. User acceptance testing documents are created after the solution design is finalized and

  approved.

  D is incorrect because including the customer service team to provide detailed user stories prior to the discovery workshops is not necessary. User stories are created during the discovery workshops based on the business requirements and

  pain points identified by the stakeholders.

  References:

  1: https://trailhead.salesforce.com/content/learn/modules/om-salesforce-order-management/om-discovery-workshops

  2: https://trailhead.salesforce.com/content/learn/modules/om-salesforce-order-management/om-user-acceptance-testing