Salesforce Salesforce Certifications B2C-SOLUTION-ARCHITECT Questions & Answers

• Question 41:

  A company wants to send a coupon code to VIP customers who have abandoned their cart. The company also wants to track email open and forward count, as well as disable the coupon code after a single use.

  Which set of platforms and native services should a Solution Architect recommend to satisfy these requirements?

  A. Service Cloud for customer segmentation; third-party service for creation of coupon codes; B2C Commerce and Marketing Cloud functionalities to send abandoned cart emails; Service Cloud to track email opens and forwards.

  B. Marketing Cloud for customer segmentation; B2C Commerce for creation of coupon codes; B2C Commerce and Marketing Cloud functionalities to send abandoned cart emails; Marketing Cloud to track email opens and forwards.

  C. B2C Commerce for customer segmentation; Service Cloud for creation of coupon codes; B2C Commerce and Marketing Cloud functionalities to send abandoned cart emails; Service Cloud to track email opens and forwards.

  D. Marketing Cloud for customer segmentation; Service Cloud for creation of coupon codes; B2C Commerce to send abandoned cart emails; Tableau CRM to track email opens and forwards.

  Correct Answer: B

  B is correct because Marketing Cloud can be used for customer segmentation based on VIP status and cart abandonment behavior. B2C Commerce can be used for creation of coupon codes using promotion rules and coupon code restrictions. B2C Commerce and Marketing Cloud functionalities can be used to send abandoned cart emails using the Marketing Cloud Connector cartridge and the Abandoned Cart Journey template. Marketing Cloud can track email open and forward count using tracking metrics. A is incorrect because Service Cloud is not used for customer segmentation or creation of coupon codes. Service Cloud is used for customer service and case management. C is incorrect because B2C Commerce is not used for customer segmentation or creation of coupon codes. B2C Commerce is used for online shopping and order management. D is incorrect because Tableau CRM is not used to track email open and forward count. Tableau CRM is used for data analysis and visualization. References: https://help.salesforce.com/s/articleView?id=sf.mc_co_create_audience_segment.htmandtype=5 https://documentation.b2c.commercecloud.salesforce.com/DOC1/topic/com.dema ndware.dochelp/content/b2c_commerce/topics/coupons/b2c_creating_coupon_codes.html https://help.salesforce.com/s/articleView?id=sf.mc_co_abandoned_cart_journey.ht mandtype=5 https://help.salesforce.com/s/articleView?id=sf.mc_es_email_tracking_metrics.htm andtype=5

• Question 42:

  A financial services company wants to implement Service Cloud and Marketing Cloud. A number of profile attributes required for personalization in Marketing Cloud were identified as personally identifiable information (PII) and are too sensitive to be stored in Salesforce.

  Tokenized Sending was presented as a way to address these concerns.

  Which two implications should a Solution Architect consider if Marketing Cloud Connect is to be used for cloud integration?

  Choose 2 answers

  A. The synchronized data extensions will include the token and all PII attributes

  B. All emails will need to be sent through Marketing Cloud or Marketing Cloud Connect to avoid disruptions

  C. The standard email address field for contacts and leads needs to be populated with a token

  D. The token with all supporting attributes will need to be stored in Service Cloud

  Correct Answer: AC

  Tokenized Sending is a feature in Marketing Cloud that allows sending messages with data that is too sensitive to store in Salesforce due to laws, regulations, or security policies. Tokenized Sending uses an API call to exchange data from an external system with Marketing Cloud at send time, without storing the data in Salesforce. Marketing Cloud Connect is a feature that enables integration between Marketing Cloud and other Salesforce clouds such as Service Cloud. When using Tokenized Sending with Marketing Cloud Connect, the following implications should be considered: The synchronized data extensions will include the token and all PII attributes. Synchronized data extensions are tables in Marketing Cloud that store data from other Salesforce clouds using data synchronization in Marketing Cloud Connect. When using Tokenized Sending, the synchronized data extensions will include the token as well as all personally identifiable information (PII) attributes such as name, email, phone, etc. The token will serve as the subscriber key and contact key in Marketing Cloud, while the PII attributes will be used for personalization and segmentation. The standard email address field for contacts and leads needs to be populated with a token. When using Tokenized Sending, the standard email address field for contacts and leads in other Salesforce clouds needs to be populated with a token instead of an actual email address. The token resembles a standard email address but contains encrypted information about the subscriber. The token is used to exchange data with the external system at send time and send messages to the actual email address. Option B is incorrect because not all emails need to be sent through Marketing Cloud or Marketing Cloud Connect to avoid disruptions when using Tokenized Sending. However, it is recommended to do so to ensure consistent tracking and deliverability data across clouds. Option D is incorrect because the token with all supporting attributes does not need to be stored in Service Cloud when using Tokenized Sending. The token and the attributes are stored in the external system and only exchanged with Marketing Cloud at send time. References: https://help.salesforce.com/s/articleView?id=sf.mc_overview_tokenized_sending1.htmandtype=5 https://help.salesforce.com/s/articleView?id=sf.mc_co_tokenized_sending.htmandtyp e=0

• Question 43:

  A company wants to implement B2C Commerce and Service Cloud, and then connect the systems with its existing instance of Marketing Cloud.

  Which two tactics should a Solution Architect recommend to model a customer across all three systems' Choose 2 answers

  A. Send the Marketing Cloud Subscriber Key to Service Cloud and B2C Commerce to be held for reference.

  B. Get in touch with the Marketing Cloud Professional Services to perform a subscriber key migration.

  C. Migrate the existing Marketing Cloud data into B2C Commerce and set the subscriber key as the Customer ID.

  D. Use Service Cloud as system of record for customer data and consent preferences across all channels.

  Correct Answer: AD

  These answers are correct because they are ways to model a customer across all three systems using the Marketing Cloud Subscriber Key and Service Cloud as sources of truth. The Marketing Cloud Subscriber Key can be sent to Service Cloud and B2C Commerce to be held for reference, which can help link customer records across systems and enable cross-channel marketing and service. Service Cloud can be used as system of record for customer data and consent preferences across all channels, which can help comply with data privacy laws and provide a consistent customer experience. References: https://help.salesforce.com/s/articleView?id=sf.mc_co_marketing_cloud_connect_best_practices.htmandtype=5 https://help.salesforce.com/s/articleView?id=sf.b2c_commerce_service_cloud_integration.htmandtype=5

• Question 44:

  Northern Trail Outfitters (NTO) is releasing a new "Track-My-Hike" feature to their mobile app that allows users to track their hiking paths and distance as well as send emergency alerts in case they do not respond for a specific period.

  This data is stored and visible from both the mobile app and on their profile in the web store. They expect up to 10,000 users to use this feature per month, with data points being tracked every minute over the average hiking period of 8 hours.

  Which solution is appropriate for hosting this kind of data?

  A. Custom solution using Heroku and Postgres

  B. B2C Commerce solution using Custom Objects

  C. Service Cloud solution using Big Objects

  D. Service Cloud solution using Platform Events

  Correct Answer: A

  Heroku is a cloud platform that allows developers to build, run, and scale applications using various languages and frameworks. Postgres is a relational database that can store large amounts of structured data. A custom solution using Heroku and Postgres can handle the high volume and frequency of data points generated by the "Track-My-Hike" feature, as well as provide scalability and flexibility for future enhancements.

  References: https://www.heroku.com/home https://www.postgresql.org/

• Question 45:

  A merchant wants to store past purchase history in Marketing Cloud to use for segmentation and personalization of promotional emails.

  All data must be encrypted at rest to comply with the merchant's security standards.

  Which solution is appropriate?

  A. Shield Platform Encryption

  B. Tokenized Sending

  C. Transparent Data Encryption

  D. Field Level Encryption

  Correct Answer: D

  Field Level Encryption is a feature that allows encrypting data at field level in Marketing Cloud. It encrypts data at rest to facilitate compliance with data privacy and security regulations. It also allows importing encrypted data into Marketing Cloud and decrypting it at send time. References: https://help.salesforce.com/s/articleView?id=sf.mc_overview_field_level_encryption.htmandlanguage=en_USandtype=5

• Question 46:

  A Marketing team plans to support the launch of a new product line. In discussion with the Sales and IT teams, the Marketing team proposed introducing a leads-management process, along with a web-to-lead form for the landing page that supports the product launch.

  The leads captured using the form are added to the new nurturing journey in Marketing Cloud and subsequently routed to the relevant sales team once they qualify at a certain threshold.

  What are two implications that a Solution Architect should consider prior to implementing this solution? Choose 2 answers

  A. Need for additional handling of consent, preferences, and compliance for converted leads in Marketing Cloud

  B. Engagement history from the lead record will be natively available for contact record in Marketing Cloud

  C. Leads are unique contact records in Marketing Cloud

  D. Leads can have detrimental impact on quality of contact records in Sales Cloud

  Correct Answer: AD

  Introducing a leads-management process and a web-to-lead form can have implications for consent, preferences, and compliance for converted leads in Marketing Cloud. For example, if a lead opts out of email communication in Sales Cloud, this preference should be reflected in Marketing Cloud as well. Similarly, if a lead is converted to a contact in Sales Cloud, the corresponding subscriber record in Marketing Cloud should be updated with the new ID and status. Leads can also have a detrimental impact on the quality of contact records in Sales Cloud if they are not properly deduplicated, validated, and enriched. For example, if a lead is created with an invalid or duplicate email address, this can affect the deliverability and personalization of email messages in Marketing Cloud.

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

• Question 47:

  An organization that has B2C Commerce, Marketing Cloud, and Service Cloud 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 route to the correct team based on their tier level.

  Which two options should a Solution Architect configure to accomplish this?

  Choose 2 answers

  A. Service Cloud can be extended with customer flows and Lightning Web Components to create a separate support process specifically designed for customers that are attributed a tier level.

  B. Tier levels must be calculated and attributed to customers in Marketing Cloud and then propagated to Service Cloud so that they can be used to inform how cases are routed to teams. Marketing Cloud must integrate with B2C Commerce to leverage purchase data necessary for these calculations.

  C. Case routing can be configured by configuring Service Cloud's omni-channel routine feature to route cases to support teams based on the tier level of the customer submitting the case and the availability of agents supporting each tier level.

  D. Tier levels must be calculated regularly and attributed to Contact records in Service Cloud so that the tier level can be leveraged by Service Cloud's omni-channel routing feature and synchronized back to B2C Commerce and Marketing Cloud.

  Correct Answer: CD

  C. Case routing can be configured by configuring Service Cloud's omni- channel routing feature to route cases to support teams based on the tier level of the customer submitting the case and the availability of agents supporting each tier level. This can help accomplish the goal by ensuring that cases are assigned to the most qualified and available agents based on predefined criteria and rules. D. Tier levels must be calculated regularly and attributed to Contact records in Service Cloud so that the tier level can be leveraged by Service Cloud's omni-channel routing feature and synchronized back to B2C Commerce and Marketing Cloud. This can help accomplish the goal by maintaining consistent and updated customer data across different systems and platforms. References: https://help.salesforce.com/s/articleView?id=sf.service_presence_omnichannel_routing.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 48:

  A company is implementing a multi-locale solution that includes B2C Commerce, Service Cloud, and Marketing Cloud. Order confirmation emails are triggered from either B2C Commerce or Service Cloud and sent from Marketing Cloud.

  What are two possible reasons why the shipping method name and description can be missing when these emails are triggered for languages other than US English, while other translated content appears correctly?

  Choose 2 answers

  A. The name and description for the shipping method are not set up correctly in B2C Commerce or Service Cloud for the requested locale.

  B. The subscriber in Marketing Cloud does not have a preferred locale set.

  C. The locale is not set correctly in the body of the email template.

  D. The ShippingMethods data extension is missing the label and description field for the corresponding locale.

  Correct Answer: AD

  The shipping method name and description can be missing when order confirmation emails are triggered for languages other than US English, while other translated content appears correctly, for the following possible reasons: The name and description for the shipping method are not set up correctly in B2C Commerce or Service Cloud for the requested locale. The shipping method name and description are stored as attributes in B2C Commerce or Service Cloud, and they need to be translated and localized for each supported locale. If the translation or localization is missing or incorrect, the order confirmation email may not display them properly. The ShippingMethods data extension is missing the label and description field for the corresponding locale. The ShippingMethods data extension is a table in Marketing Cloud that stores the shipping method information for each locale. It has fields for label and description that need to match the values in B2C Commerce or Service Cloud. If the fields are missing or mismatched for a certain locale, the order confirmation email may not display them properly. Option B is incorrect because the subscriber in Marketing Cloud does not need to have a preferred locale set. The locale can be determined by the order data or the storefront language. Option C is incorrect because the locale can be set correctly in the email template using AMPscript or SSJS variables. References: https://help.salesforce.com/s/articleView?id=sf.mc_co_transactional_messaging.htmandtype=5 https://help.salesforce.com/s/articleView?id=sf.mc_co_order_confirmation_email.htmandtype=5 https://help.salesforce.com/s/articleView?id=sf.mc_co_shipping_methods_data_extension.htmandtype=5

• Question 49:

  A company uses Service Cloud and B2C Commerce and now wants to enable the 'Order on Behalf of functionality on its storefront. The customers using the storefront are Person and Household accounts.

  Which three design and architecture considerations should a Solution Architect follow to ensure that the 'Order on Behalf of functionality works well for all the designated storefront customers?

  Choose 3 answers

  A. Verify that the permissions used are Login_On_Behalf, Login_Agent, and Create_Order_On_BehaIf_Of business manager functional permissions.

  B. The Order on Behalf of feature in the Service to B2C Commerce Connector only supports person accounts as a customer model by default.

  C. Default user is required for anonymous storefront shoppers.

  D. The REST calls between B2C Commerce and Service Cloud do not count towards API governor limits.

  E. Verify that agents are Service Cloud and B2C Commerce users with Order on Behalf rights.

  Correct Answer: ABE

  The Order on Behalf of functionality allows Service Cloud agents to create orders for customers on the B2C Commerce storefront. To enable this functionality, the following design and architecture considerations should be followed: Verify that the permissions used are Login_On_Behalf, Login_Agent, and Create_Order_On_BehaIf_Of business manager functional permissions. These permissions are required for the Service Cloud Connector user in B2C Commerce to perform the Order on Behalf of actions. The Order on Behalf of feature in the Service to B2C Commerce Connector only supports person accounts as a customer model by default. If the customers using the storefront are household accounts, additional customization is required to map the household account ID to the B2C Commerce customer ID. Verify that agents are Service Cloud and B2C Commerce users with Order on Behalf rights. Agents need to have both Service Cloud and B2C Commerce user accounts with the appropriate roles and permissions to access the Order on Behalf of feature. Option C is incorrect because a default user is not required for anonymous storefront shoppers. Option D is incorrect because the REST calls between B2C Commerce and Service Cloud do count towards API governor limits. References: https://help.salesforce.com/s/articleView?id=sf.icx_b2c_order_on_behalf_of.htmandtype=5 https://help.salesforce.com/s/articleView?id=sf.icx_b2c_order_on_behalf_of_permissions.htmandtype=5 https://help.salesforce.com/s/articleView?id=sf.icx_b2c_order_on_behalf_of_limitations.htmandtype=5

• Question 50:

  A university has several branded schools scattered across different colleges. Each of which has its own finances, business processes, and strategies for engaging students. They would like to introduce a university-wide communications strategy that allows their recruitment team to market to potential students globally while allowing each department to recruit existing students for its own programs. They are looking for art environment strategy across their potential purchases of Salesforce and Marketing Cloud.

  What should a Solution Architect recommend to meet their needs?

  A. Marketing Cloud and Marketing cloud Connect across multiple connected Salesforce orgs

  B. Marketing Cloud with multiple business units connected to multiple existing Salesforce orgs with Marketing cloud Connect

  C. Marketing Cloud with multiple business units and a single, consolidated Salesforce org spanning all departments

  D. Marketing Cloud and a single, consolidated Salesforce org spanning all departments

  Correct Answer: B

  Marketing Cloud with multiple business units connected to multiple existing Salesforce orgs with Marketing Cloud Connect is the option that a Solution Architect should recommend to meet the university's needs. Marketing Cloud allows the university to create and execute personalized marketing campaigns across various channels and audiences. Multiple business units enable the university to have separate sub-accounts for each branded school or department, with different permissions, settings, and content. Multiple existing Salesforce orgs allow the university to maintain their existing finances, business processes, and strategies for each college or school. Marketing Cloud Connect enables the integration between Marketing Cloud and Salesforce orgs, allowing for data synchronization, cross-cloud reporting, and journey activation.