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

Salesforce B2C-SOLUTION-ARCHITECT Online Questions & Answers

• Question 61:

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

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  Explanation/Reference:

  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 62:

  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
  B. Customer journey flow

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  Explanation/Reference:

  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 63:

  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
  D. Field Level Encryption

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  Explanation/Reference:

  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 64:

  A retail company currently uses 62C Commerce and Marketing Cloud to enable a seamless customer experience. They are evaluating tools to better support customer service activities like their call center for online ordering and social customer service.

  Which two functionalities should a Solution Architect discuss with the company to explain the value of Service Cloud? Choose 2 answers A. Ability to create a B2C storefront using Digital Experiences.

  B. Ability to de-duplicate and create a single customer identity.
  C. Ability to allow the agent to see purchase history to support case management
  D. Ability to have a customer leave a journey when they have an escalated case.
  C. Ability to allow the agent to see purchase history to support case management
  D. Ability to have a customer leave a journey when they have an escalated case.

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  Explanation/Reference:

  Service Cloud is a product that allows managing customer service interactions across different channels and systems. To explain the value of Service Cloud to a retail company that currently uses B2C Commerce and Marketing Cloud, a

  Solution Architect can discuss the following functionalities:

  Ability to allow the agent to see purchase history to support case management. Service Cloud can integrate with B2C Commerce to display customer order history and details in the service console or omnichannel routing. This allows agents

  to have a complete view of customer transactions and provide faster and more personalized service.

  Ability to have a customer leave a journey when they have an escalated case. Service Cloud can integrate with Marketing Cloud to trigger customer journey changes based on case events. For example, if a customer has an escalated case,

  Service Cloud can send a signal to Marketing Cloud to pause or exit the customer from a marketing journey, and resume or re-enter the customer when the case is resolved.

  Option A is incorrect because Service Cloud does not provide the ability to create a B2C storefront using Digital Experiences. Digital Experiences is a feature of Experience Cloud that allows creating branded websites and portals for

  customers, partners, or employees. Option B is incorrect because Service Cloud does not provide the ability to de-duplicate and create a single customer identity. This functionality can be achieved by using Customer 360 Data Manager or

  other data integration tools.

  References:

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

  https://help.salesforce.com/s/articleView?id=sf.icx_b2c_order_on_behalf_of.htmandtype=5

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

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

  https://www.salesforce.com/in/blog/2020/04/what-is-salesforce-customer-360.html

• Question 65:

  At Universal Containers, each admin and developer use a separate developer pro sandbox. Configuration and code are then migrated to a partial data sandbox for combination and initial testing. Once approved the configuration and code are then migrated to a full copy sandbox for final load and regression testing before going to production.

  when should the full copy sandbox be refreshed?

  A. After each push from the partial data sandbox.
  B. After user acceptance testing is complete.
  C. After each major release to production.
  D. After a new user is added to production.
  C. After each major release to production.

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  Explanation/Reference:

  This answer is correct because it is a recommended time to refresh the full copy sandbox. Refreshing the full copy sandbox after each major release to production can help ensure that the sandbox has the most updated data and metadata

  from production, which can facilitate testing and development activities. Refreshing the full copy sandbox too frequently can be costly and time-consuming, as it consumes a lot of storage space and requires data masking or anonymization.

  References:

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

• Question 66:

  A retail company that sell fitness products Is implementing Service Cloud, B2C Commerce, and Marketing Cloud, In order to provide their customers with personalized recommendations, they are capturing and storing certain PII and health information. In order to adhers to compliance and regulations, they need to ensure shared data is encrypted across all platforms.

  What features should a Solution Architect recommend to accomplish this?

  A. Use Shield platform Encryption to encrypt data in Service Cloud, Enable Encrypted Data Sanding (EDS) in Marketing Cloud, and use B2C Commerce's crypto API.
  B. Platform Encryption to encrypt data in Service Cloud, Marketing Cloud, and B2C Commerce.
  C. Use Shield platform Encryption to encrypt data in Service Cloud and B2 Commerce. Data in Marketing Cloud is encrypted by default.
  D. Use Shield Platform Encryption to encrypt data in Service Cloud, enable encryption at rest in Marketing Cloud, and enable encryption at rest in B2C Commerce.
  A. Use Shield platform Encryption to encrypt data in Service Cloud, Enable Encrypted Data Sanding (EDS) in Marketing Cloud, and use B2C Commerce's crypto API.

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  Explanation/Reference:

  Shield Platform Encryption is a feature that allows you to encrypt sensitive data at rest in Service Cloud and B2C Commerce, while preserving platform functionality. Encrypted Data Sending (EDS) is a feature that allows you to send

  encrypted data from Service Cloud to Marketing Cloud using an encryption key that only you control. B2C Commerce's crypto API is a set of methods that allow you to encrypt and decrypt data using symmetric or asymmetric keys in your

  code.

  References:

  [Salesforce Shield Platform Encryption Implementation Guide] [Encrypted Data Sending (EDS) for Marketing Cloud] [B2C Commerce Crypto API]

• Question 67:

  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.
  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.

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  Explanation/Reference:

  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

• Question 68:

  Northern Trail Outfitters (NTO) wants to use Salesforce as a front end for creating accounts using the lead-to-opportunity process. When an opportunity is closed or won, an order must be created in the ERP, which manages orders. The organization has an Enterprise Service Bus (ESB) that supports the CometD protocol.

  Which two integration approaches or steps should a Solution Architect recommend for this scenario?

  Choose 2 answers

  A. Define a new platform event in Salesforce and then create a Process Builder process to publish a platform event when the opportunity status changes to Closed-Won.
  B. Enable ESB to publish to the platform event using the CometD protocol and notify the back-end ERP system to create the order synchronously.
  C. Define a new platform event in the back-end system for the order details and then create a Process Builder process to initiate the platform event when the opportunity status changes to Closed-Won.
  D. Enable ESB to subscribe to the platform event using the CometD protocol and notify the back-end ERP system to create the order asynchronously.
  A. Define a new platform event in Salesforce and then create a Process Builder process to publish a platform event when the opportunity status changes to Closed-Won.
  D. Enable ESB to subscribe to the platform event using the CometD protocol and notify the back-end ERP system to create the order asynchronously.

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  Explanation/Reference:

  A is correct because defining a new platform event in Salesforce and publishing it with Process Builder when the opportunity status changes to Closed-Won is a valid way to trigger an integration with the ESB using the CometD protocol. D is

  correct because enabling ESB to subscribe to the platform event using the CometD protocol and notifying the back-end ERP system to create the order asynchronously is a valid way to handle the integration with the ERP system using a

  publish-subscribe model.

  B is incorrect because publishing to a platform event using the CometD protocol requires an Apex trigger, not a Process Builder process. Also, creating the order synchronously would not be advisable as it would introduce latency and

  dependency on the ERP system's availability.

  C is incorrect because defining a new platform event in the back-end system for the order details would not be possible as platform events are Salesforce-specific objects that can only be defined within Salesforce.

  References:

  https://developer.salesforce.com/docs/atlas.en-us.platform_events.meta/platform_events/platform_events_intro_emp.htm

  https://developer.salesforce.com/docs/atlas.en- us.platform_events.meta/platform_events/platform_events_subscribe.htm

  https://developer.salesforce.com/docs/atlas.en- us.platform_events.meta/platform_events/platform_events_publish_apex.htm

  https://developer.salesforce.com/docs/atlas.en- us.platform_events.meta/platform_events/platform_events_define.htm

• Question 69:

  A company wants to give its service agents a current view in Marketing Cloud of which journeys customers are in at any given time, so that agents can provide a more persona! and relevant experience if a customer contacts them.

  What approach should a Solution Architect recommend to fulfill this requirement?

  A. Add the Journey Membership Lightning component from the Marketing Cloud Connect Managed Package to the Contact Page Layout.
  B. Schedule a batch job in Salesforce to query Marketing Cloud for the contact membership status of all contacts in Journeys on a regular basis (for example, once per hour) and write this to the Contact record.
  C. Develop a custom Lightning web component in Salesforce to query Marketing Cloud in real time to get Contact Journey membership.
  D. Create a multi-select picklist on the contact record, and use the out-of-the-box Contact Update activities in Journey Builder to add or remove the name of the journey as they enter and exit.
  A. Add the Journey Membership Lightning component from the Marketing Cloud Connect Managed Package to the Contact Page Layout.

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  Explanation/Reference:

  The Journey Membership Lightning component is a pre-built component that displays the journeys that a contact is in and their status in each journey. It can be added to the Contact Page Layout in Service Cloud using the Marketing Cloud Connect Managed Package, which enables integration between Service Cloud and Marketing Cloud. References: https://help.salesforce.com/s/articleView?id=sf.mc_co_journey_membership_lightning_com ponent.htmandtype=5 https://help.salesforce.com/s/articleView?id=sf.mc_co_marketing_cloud_connect.htmandtype=5

• Question 70:

  A financial company uses an external system for pricing and quotation.

  What is the recommended approach to use the pricing and discount rules in the external system within Salesforce during the loan application process?

  A. Rebuild the logic used in the external system using Apex.
  B. Use the API callout component in Process Builder to retrieve the latest information from the external system during the loan application process.
  C. Use an external object to store pricing and discount information.
  D. Use the Apex callout to retrieve the latest information from the external system during the loan application process.
  D. Use the Apex callout to retrieve the latest information from the external system during the loan application process.

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  Explanation/Reference:

  This option allows you to use Apex code to make HTTP requests and receive HTTP responses from an external system, such as a pricing and quotation service. You can use the @future(callout=true) annotation to make asynchronous callouts from Apex triggers or invocable methods. The other options are either not feasible or not optimal for this use case.