Salesforce Salesforce Certifications B2C-SOLUTION-ARCHITECT Questions & Answers

• Question 51:

  A salesperson needs to know which subscription a customer has subscribed to or unsubscribed from when reviewing their account in Sales Cloud. However, Marketing Cloud needs to honor the unsubscribe action when it sends out emails.

  Which two steps should a Solution Architect take to meet these requirements?

  Choose 2 answers

  A. Create a Journey activity to update the records in Sales Cloud.

  B. Create a custom preference center that updates the records in Sales Cloud.

  C. Use the out-of-the-box preference center in Marketing Cloud.

  D. Implement the Marketing Cloud Connector to ensure the unsubscribe data is synced from Sales Cloud.

  Correct Answer: BD

  B. Creating a custom preference center that updates the records in Sales Cloud can help meet the requirements by allowing customers to manage their subscription preferences and opt-in or opt-out of different email lists or publications. This can also provide more granular control over the data synchronization between Sales Cloud and Marketing Cloud. D. Implementing the Marketing Cloud Connector can help meet the requirements by enabling bi-directional data integration between Sales Cloud and Marketing Cloud. This can also allow Marketing Cloud to honor the unsubscribe status of contacts or leads in Sales Cloud when sending emails. References: https://help.salesforce.com/s/articleView?id=sf.mc_co_implement_marketing_cloud_connect.htmandtype=5 https://help.salesforce.com/s/articleView?id=sf.mc_co_unsubscribes_and_subscribers.htmandtype=5 https://help.salesforce.com/s/articleView?id=sf.mc_co_create_a_custom_profile_center.htmandtype=5

• Question 52:

  A company wants to Implement B2C Commerce and Service Cloud and connect the systems with their 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. Migrate the Subscriber Key in Marketing Cloud to be the Service Cloud Contact or Person Account ID.

  B. Use Customer 360 Data Manager to assign the Global Party ID and use it as a primary key across all systems including the new Subscriber ID in Marketing Cloud.

  C. Using Service Cloud as a central point hold unique identifiers from all systems including the Service Cloud Contact or Person Account ID and B2C Commerce CustomerNo and Customer ID

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

  Correct Answer: AC

  Migrating the Subscriber Key in Marketing Cloud to be the Service Cloud Contact or Person Account ID allows for a consistent identification of customers across both systems. This also enables data synchronization and cross-cloud features via Marketing Cloud Connect. Using Service Cloud as a central point to hold unique identifiers from all systems, including B2C Commerce CustomerNo and Customer ID, allows for a single source of truth for customer data and facilitates data integration and reporting across systems. Customer 360 Data Manager is not yet available for B2C Commerce, so option B is not possible. Sending the Marketing Cloud Subscriber Key to Service Cloud and B2C Commerce is not necessary if option A is implemented, so option D is not optimal. References: https://help.salesforce.com/s/articleView?id=sf.mc_co_subscriber_key.htmandtype=5 https://help.salesforce.com/s/articleView?id=sf.mc_co_data_integration_best_practices.htmandtype=5 https://www.salesforce.com/in/blog/2020/04/what-is-salesforce-customer-360.html

• Question 53:

  A global pharmaceutical company wants to roll-out online shopping for customers in multiple countries and needs a quick return on investment (ROI). The company is considering how to market products from prenatal vitamins to drug therapies that improve neonatal outcomes.

  Each country has its own regulations around marketing and online sales. Some countries may not allow marketing to Individuals, but will allow marketing to healthcare providers and have different regulations for various channels and touchpoints. In some countries, they are allowed to use curated social content tor product ratings and discussions. In addition, branding Is uniquely defined In each country so the company would like to combine ecommerce with existing content management systems.

  What strategy should a Solution Architect recommend to solve these needs?

  A. B2C Commerce, Marketing Cloud, and Experience Builder with multi-Currency and translation workbench.

  B. Headless BZC Commerce. LINK cartridges. SFRA-style development with Heroku and MuleSoft.

  C. Multi-org approach with Partner and Customer Communities, B2C Commerce, Heroku, and Mulesoft for SFKA-style development.

  D. Multi-org approach with Service Cloud, LINK cartridges and translation workbench, and Partner and Customer Communities.

  Correct Answer: B

  A headless B2C Commerce approach can help solve the needs by decoupling the front-end presentation layer from the back-end commerce functionality. This can allow the company to leverage their existing content management systems and deliver consistent branding across different countries. LINK cartridges can help integrate B2C Commerce with third-party systems and services, such as payment providers, tax calculators, or social media platforms. SFRA-style development can help create a responsive and customizable storefront that follows best practices and standards. Heroku and MuleSoft can help build and connect custom applications and APIs that support the complex business logic and data flows required by the global pharmaceutical company. References: https://help.salesforce.com/s/articleView?id=sf.b2c_commerce_headless.htmandtype=5 https://help.salesforce.com/s/articleView?id=sf.b2c_commerce_link.htmandtype=5 https://help.salesforce.com/s/articleView?id=sf.b2c_commerce_sfra.htmandtype=5 https://www.salesforce.com/products/platform/overview/ https://www.mulesoft.com/platform/enterprise-integration

• Question 54:

  Northern Trail Outfitters (NTO) wants to unify customer data with a single identity for each customer across their eCommerce sites and communities. Communities are treated as an identity provider (IDP) for commerce enabling self-service support for products via knowledge articles, crowd-sourced knowledge, and Chatter.

  What data should be maintained within Experience Cloud as the primary system?

  A. Core profile data (name, email)

  B. Shipping address

  C. Payment methods

  D. Communication preferences

  Correct Answer: A

  This answer is correct because core profile data (name, email) should be maintained within Experience Cloud as the primary system when using communities as an identity provider (IDP) for commerce. This ensures that customers have a

  consistent identity across both platforms and can access self-service support features in communities.

  References:

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

• Question 55:

  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

  Correct Answer: AD

  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 56:

  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 Data Platform (CDP) could help them solve their problem.

  How should a Solution Architect describe the role of CDP in this context7

  A. CDP 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. When CDP is provisioned, B2C Commerce, Service Cloud, and Marketing Cloud will automatically use a common core Customer Profile managed by Customer 360 Data Manager.

  C. CDP 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.

  D. CDP cannot be used across multiple brands within a single merchant environment because the customer as human view cannot support different accounts under separate brands.

  Correct Answer: A

  CDP is a feature that allows creating a unified and holistic view of the customer across different systems and channels. CDP can use various identifiers, such as email, phone, or social media, to recognize customers as humans and extend existing records related to that human across connected systems, such as B2C Commerce, Service Cloud, and Marketing Cloud. CDP can also assign a consistent Global Party ID to each human, which can be used as a unique identifier across the systems.

  References: https://www.salesforceben.com/the-drip/complete-guide-to-customer-data-platforms-and-salesforce-cdp/

• Question 57:

  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.

  Correct Answer: BCD

  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 58:

  Given that a company wants the purchase data from B2C Commerce In Sales Cloud, what standard objects from Sales Cloud should a Solution Architect map to B2C Commerce objects?

  A. Individual, Opportunity, Purchase

  B. Profile, Order, Opportunity

  C. Account, Order, Pricebook

  D. Contact, Order, Product

  Correct Answer: D

  Contact, Order, and Product are the standard objects from Sales Cloud that a Solution Architect should map to B2C Commerce objects. Contact represents a person who is a customer or a potential customer of the company. Order represents an order placed by a customer for one or more products. Product represents an item or service that the company sells. These objects can be mapped to B2C Commerce objects such as Customer, Order, and Product using the B2C Commerce APIs or the Commerce Cloud Connector.

• Question 59:

  A company wants to integrate B2C Commerce and Service Cloud with Order Management so that customers who are shopping online can receive support from service agents during returns, exchanges, and payments. The company wants to send order and transaction information to Service Cloud so that agents have the most up-to-date information when providing service to customers.

  What capabilities of a B2C Commerce and Service Cloud integration can a service agent benefit from most?

  A. Service agents leverage order cancellation but only with custom development.

  B. Service agents leverage products, catalog, and inventory information directly in Service Cloud.

  C. Service agents leverage order line items, shipment, and payment information in Service Cloud.

  D. Service agents leverage the entire case history inside of B2C Commerce.

  Correct Answer: C

  This answer is correct because it describes the capabilities of a B2C Commerce and Service Cloud integration with Order Management that can benefit service agents most. By sending order and transaction information to Service Cloud, service agents can have a complete view of the customer's order history, status, and payment details, which can help them provide better service during returns, exchanges, and payments.

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

• Question 60:

  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.

  Correct Answer: ACD

  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