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

Salesforce B2C-SOLUTION-ARCHITECT Online Questions & Answers

• Question 71:

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

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  Explanation/Reference:

  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 72:

  A company wants to implement an abandoned cart solution for their ecommerce storefront in Marketing Cloud. The use case is when a customer visits their ecommerce website and adds an item to their shopping cart but does not complete the purchase. After an hour has passed from abandonment, an email containing the item that was in the shopping cart will be sent to the customer to remind them of their incomplete purchase.

  What process should a Solution Architect follow to set up the solution?

  A. Export the purchase data from B2C Commerce, import the data into Marketing Cloud, and create an email in Content Builder.
  B. Set up Marketing Cloud Connector, create an email in Marketing Cloud, and create a send trigger.
  C. Implement collect.js in the ecommerce storefront, create a behavioral trigger, create an email in Marketing Cloud, and create a journey.
  D. Set up Einstein Recommendations, set up Marketing Cloud Connector, and create an email in Marketing Cloud.
  C. Implement collect.js in the ecommerce storefront, create a behavioral trigger, create an email in Marketing Cloud, and create a journey.

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  Explanation/Reference:

  An abandoned cart solution is a solution that allows sending personalized and timely email reminders to customers who have added items to their shopping cart but have not completed the purchase. An abandoned cart solution can help increase conversion rates, revenue, and customer loyalty. To implement an abandoned cart solution for their ecommerce storefront in Marketing Cloud, a Solution Architect should follow the following process: Implement collect.js in the ecommerce storefront. Collect.js is a JavaScript code that allows tracking customer behavior and interactions on the ecommerce website, such as browsing products, adding items to cart, etc. Collect.js sends this behavioral data to Marketing Cloud for further analysis and action. Create a behavioral trigger. A behavioral trigger is a rule that defines how to map behavioral data to a target data extension when a customer takes a particular action, such as abandoning a cart or browser session. A behavioral trigger can help automate the data flow and segmentation process based on customer behavior. Create an email in Marketing Cloud. An email is a message that contains text, images, links, and other content that can be sent to customers via email. An email can be created using Content Builder, a tool that allows designing and managing email content in Marketing Cloud. Create a journey. A journey is a sequence of messages and actions that are triggered by customer events or attributes. A journey can be created using Journey Builder, a tool that allows designing and managing customer journeys in Marketing Cloud. Option A is incorrect because exporting the purchase data from B2C Commerce, importing the data into Marketing Cloud, and creating an email in Content Builder is not a sufficient or efficient process for implementing an abandoned cart solution. This process does not involve creating a behavioral trigger or a journey, which are essential for sending timely and personalized email reminders based on customer behavior. Option B is incorrect because setting up Marketing Cloud Connector, creating an email in Marketing Cloud, and creating a send trigger is not a suitable or scalable process for implementing an abandoned cart solution. Marketing Cloud Connector is a feature that allows integrating Marketing Cloud with other Salesforce products, such as Sales Cloud or Service Cloud. It is not necessary or relevant for integrating Marketing Cloud with B2C Commerce. A send trigger is a rule that defines how to send an email to customers based on certain criteria or conditions. However, a send trigger does not capture or leverage the behavioral data collected by collect.js, which is crucial for creating an effective abandoned cart solution. Option D is incorrect because setting up Einstein Recommendations, setting up Marketing Cloud Connector, and creating an email in Marketing Cloud is not a relevant or optimal process for implementing an abandoned cart solution. Einstein Recommendations is a feature that allows generating personalized product recommendations based on customer behavior and preferences. It is not directly related to creating an abandoned cart solution, although it can be used to enhance the email content with relevant recommendations. As mentioned before, Marketing Cloud Connector is not necessary or relevant for integrating Marketing Cloud with B2C Commerce. This process also does not involve creating a behavioral trigger or a journey, which are essential for sending timely and personalized email reminders based on customer behavior.

  References: https://help.salesforce.com/s/articleView?id=sf.mc_ctc_collect_code.htmandtype=5 https://help.salesforce.com/s/articleView?id=sf.mc_jb_behavioral_triggers.htmandtype=5 https://help.salesforce.com/s/articleView?id=sf.mc_es_create_an_email_message.htmandtype=5 https://help.salesforce.com/s/articleView?id=sf.mc_jb_create_a_journey.htmandtype=5

• Question 73:

  Universal Containers currently has B2C Commerce and Marketing cloud for their commerce and marketing needs. They are concerned with the amount of abandoned carts they currently have with many of their customers and have requested to implement an abandoned cart solution.

  What should a Solution Architect do first to accommodate a scalable and functional abandoned cart solution between B2C Commerce and Marketing Cloud?

  A. Enable Collect Tracking within Marketing Cloud Personalization Builder
  B. Install Customer Tracking within Commerce Cloud Cartridge
  C. Enable Collect Tracking within Marketing Cloud Email Studio
  D. Create Cart Abandonment Emails within Marketing Cloud Email Studio
  A. Enable Collect Tracking within Marketing Cloud Personalization Builder

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  Explanation/Reference:

  Enabling Collect Tracking within Marketing Cloud Personalization Builder is the first step that a Solution Architect should do to accommodate a scalable and functional abandoned cart solution between B2C Commerce and Marketing Cloud. Collect Tracking is a feature that allows Marketing Cloud to track web analytics data from B2C Commerce using collect.js code on the storefront pages. This data can be used to create Abandoned Cart Journeys in Marketing Cloud using Einstein Web Recommendations. The other steps are not necessary or optimal for this solution.

• Question 74:

  An organization wants to avoid sending post-purchase review emails until a customer has had a chance to receive and try out their order. The typical shipping duration is around 3 days, but the organization is unsure about how long it takes a customer to try the product once it has been delivered.

  What should the company do to leverage its Salesforce product suite and optimize the open rates for its post-purchase emails?

  A. Use B2C Commerce to add the customer to a Marketing Cloud post-purchase journey when their order ships. Use a Journey Builder Wait activity to delay 3 days for shipping and an Einstein Engagement Split based on open rate to optimize the additional delay for product testing.
  B. Use Salesforce Order Management to add the customer to a Marketing Cloud post- purchase journey when their order ships. Use a Journey Builder Wait activity to delay 3 days for shipping and an Engagement Split with 1-, 2-, and 3-day Wait activity based on open rate to optimize the additional delay for product testing.
  C. Use B2C Commerce to add the customer to a Marketing Cloud post-purchase journey when their order ships. Use a Journey Builder Wait activity to delay 3 days for shipping and an Engagement Split with 1-, 2-, and 3-day Wait activity based on open rate to optimize the additional delay for product testing.
  D. Use Salesforce Order Management to add the customer to a Marketing Cloud post- purchase journey when their order ships. Use a Journey Builder Wait activity to delay 3 days for shipping and an Einstein Engagement Split based on open rate to optimize the additional delay for product testing.
  A. Use B2C Commerce to add the customer to a Marketing Cloud post-purchase journey when their order ships. Use a Journey Builder Wait activity to delay 3 days for shipping and an Einstein Engagement Split based on open rate to optimize the additional delay for product testing.

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  Explanation/Reference:

  B2C Commerce can trigger a Marketing Cloud post-purchase journey using the Transactional Messaging API. Journey Builder can use a Wait activity to delay the email delivery based on a fixed duration or a date attribute. Einstein Engagement Split can use AI to determine the optimal path for each customer based on their engagement behavior, such as open rate. References: https://developer.salesforce.com/docs/commerce/sfra/marketing-cloud/transactional-messaging-api https://help.salesforce.com/s/articleView?id=sf.mc_jb_wait_activity.htmandtype=5 https://help.salesforce.com/s/articleView?id=sf.mc_jb_einstein_engagement_split.htmandtype=5

• Question 75:

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

  For which customer data should Experience Cloud be the system of record?

  A. Authentication credentials
  B. Address book
  C. Wishlist
  D. Payment information
  A. Authentication credentials

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  Explanation/Reference:

  Option A is correct because authentication credentials should be stored and managed by Experience Cloud as the system of record for this customer data. Experience Cloud acts as an identity provider (IDP) for commerce, meaning that it verifies the identity of customers who log in to ecommerce sites using their communities credentials. Experience Cloud can also leverage Salesforce Identity features to provide secure and seamless authentication across multiple Salesforce clouds and external systems. Option B is incorrect because address book should not be stored and managed by Experience Cloud as the system of record for this customer data. Address book is mainly used for ecommerce purposes, such as shipping and billing addresses, and it should be stored and managed by B2C Commerce as the system of record. B2C Commerce can also integrate with Experience Cloud to provide a consistent user experience across ecommerce sites and communities.

• Question 76:

  A company is using both Service Cloud and B2C Commerce but they are not using Mulesoft or any other integration middleware and do not plan on adding that in the near future. However, there is a need to keep customer records in sync across both Service Cloud and B2C Commerce. When a change to the customer record in Service Cloud takes place, such as an updated customer name, the same customer record should be updated in B2C Commerce. Assume that there is a common ID that uniquely identifies the customer across the two systems.

  How should a Solution Architect deliver the desired functionality?

  A. Send a platform event from Service Cloud and subscribe to the platform event in B2C Commerce using the built-in functionality
  B. Develop a custom solution in Service Cloud to consume and communicate with B2C Commerce APIs
  C. Send an Outbound Message from Service Cloud and catch and handle the Outbound Message using the B2C Commerce APIs
  D. Use change data capture to send a message from Service Cloud and catch and handle the message using B2C Commerce Service Cloud Connector
  B. Develop a custom solution in Service Cloud to consume and communicate with B2C Commerce APIs

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  Explanation/Reference:

  A custom solution in Service Cloud can use Apex or Lightning Web Components to call the B2C Commerce APIs and update the customer records in B2C Commerce. This option provides the most flexibility and control over the integration logic and error handling. Platform events, outbound messages, and change data capture are not supported by B2C Commerce out of the box, so they would require additional development or middleware to handle them.

  References: https://developer.salesforce.com/docs/atlas.en-us.apexcode.meta/apexcode/apex_rest_code_sample_basic.htm https://developer.salesforce.com/docs/component-library/documentation/en/lwc/lwc.data_wire_example https://documentation.b2c.commercecloud.salesforce.com/DOC1/index.jsp?topic=%2Fcom.demandware.dochelp%2FOCAPI%2Fcurrent%2Fusage%2FRESTAPIs.html

• Question 77:

  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.
  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.

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  Explanation/Reference:

  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 78:

  A luxury retailer Is about to implement B2C Commerce and Marketing Cloud for their online presence. They are well known for their privacy when it comes to their customers' purchases within their stores and would like that to reflect in their online presence as well.

  Given that requirement and the requirement to adhere to global data privacy acts, what are two out-of-the-box features the retailer should enable across these clouds when it comes to their customers' privacy?

  Choose 2 answers

  A. Enable terms and conditions functionality within Marketing Cloud to have customers opt- In.
  B. Determine the stopper's tracking preference using the B2C Commerce Shop API.
  C. Use profile and preference center functionality for Marketing Cloud Email Studio to capture consent and opt-in confirmation.
  D. Create cookies initially, then delete once the customer asks to deny.
  A. Enable terms and conditions functionality within Marketing Cloud to have customers opt- In.
  C. Use profile and preference center functionality for Marketing Cloud Email Studio to capture consent and opt-in confirmation.

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  Explanation/Reference:

  To adhere to global data privacy acts and respect customers' privacy, the retailer should enable terms and conditions functionality within Marketing Cloud, which will allow them to display a custom message and a checkbox for customers to agree before they can submit a form or join a list. The retailer should also use profile and preference center functionality for Marketing Cloud Email Studio, which will allow them to capture consent and opt-in confirmation from customers, as well as provide them with options to manage their email preferences and unsubscribe.

• Question 79:

  An insurance company needs the ability to relate contacts to their workplace to track which services are paid by the employee benefits. Contacts receive emails to notify them of new policy offerings. Agents also need to relate adults in the same household who share access to financial resources and policy information to sign them up for the right policies. Adjusters need the ability to see and respond to claims from anyone in the household. Independent agents need daily access to customer data as well. Customers also need periodic access to claims and policy information for their household. The company also wants to track what data searches are performed by agents and adjusters on the platform to analyze their work.

  Which products should a Solution Architect recommend in addition to Insurance for Financial Services and Experience Cloud to meet these needs?

  A. Shield and Event Monitoring Analytics App, Pardot
  B. Digital Engagement, Shield with Splunk, Social Engagement Studio
  C. REST API Event Monitoring and Tableau CRM, Marketing Engagement Studio
  D. Salesforce Field Service, Shield Encryption at rest. Digital Engagement
  A. Shield and Event Monitoring Analytics App, Pardot

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  Explanation/Reference:

  A. Shield and Event Monitoring Analytics App, Pardot can help meet these needs by providing enhanced security, compliance, auditing, analytics, and marketing capabilities for the insurance company. Shield can help protect sensitive data with encryption, monitor user activity with event logs, enforce data retention policies with archiving, and comply with industry regulations with field audit trails. Event Monitoring Analytics App can help analyze user behavior, performance, adoption, and usage with prebuilt dashboards and reports. Pardot can help create personalized email campaigns, track customer engagement, automate lead generation, and measure marketing ROI.

  References:

  https://www.salesforce.com/products/platform/products/salesforce-shield/

  https://www.salesforce.com/products/platform/products/event-monitoring-analytics-app/

  https://www.salesforce.com/products/marketing-cloud/best-marketing-automation-software/

• Question 80:

  An organization wants to add Service Cloud to their existing Salesforce Org currently hosting Sales Cloud. They know that an integrated customer service experience is a key component of a successful long-term relationship with their customers. After doing some research they learned that the Service Cloud connector can help start their implementation and they are now ready to proceed.

  Which two functionality considerations should they be aware of when introducing the B2C Commerce to Service Cloud Connector into an existing Salesforce Org?

  Choose 2 answers

  A. In order to implement the Service Cloud Connector it is necessary to enable Person Accounts, a change which cannot be reverted once implemented.
  B. The Service Cloud Connector is distributed as a managed package that can be extended to meet client-specific needs but with core functionality that cannot be altered.
  C. The Service Cloud Connector natively supports accounts and contacts, households, and multi-brand customer models.
  D. The Service Cloud Connector provides a collection of Lightning and Visualforce components that display customer and order information within Service Cloud, which needs to be customized and deployed by a developer.
  A. In order to implement the Service Cloud Connector it is necessary to enable Person Accounts, a change which cannot be reverted once implemented.
  B. The Service Cloud Connector is distributed as a managed package that can be extended to meet client-specific needs but with core functionality that cannot be altered.

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  Explanation/Reference:

  The B2C Commerce to Service Cloud Connector is a solution that enables integration between B2C Commerce and Service Cloud. It allows displaying customer and order information in Service Cloud, creating orders on behalf of customers, and synchronizing customer data between the two systems. When introducing the Service Cloud Connector into an existing Salesforce Org, the following functionality considerations should be aware of: In order to implement the Service Cloud Connector it is necessary to enable Person Accounts, a change which cannot be reverted once implemented. Person Accounts are a type of account in Salesforce that combines an account and a contact into a single record. The Service Cloud Connector requires Person Accounts to store customer information from B2C Commerce. Enabling Person Accounts is an irreversible change that affects the entire Salesforce Org and may have implications for other features or customizations. The Service Cloud Connector is distributed as a managed package that can be extended to meet client-specific needs but with core functionality that cannot be altered. A managed package is a collection of application components that can be installed from AppExchange or other sources. The Service Cloud Connector is a managed package that provides core functionality for integrating B2C Commerce and Service Cloud. The core functionality cannot be modified or deleted, but it can be extended or customized using Apex code, Visualforce pages, or Lightning components. Option C is incorrect because the Service Cloud Connector does not natively support accounts and contacts, households, and multi-brand customer models. It only supports person accounts as a customer model by default. Option D is incorrect because the Service Cloud Connector provides a collection of Lightning components that display customer and order information within Service Cloud, which do not need to be customized or deployed by a developer. References: https://help.salesforce.com/s/articleView?id=sf.icx_b2c_overview.htmandtype=5 https://help.salesforce.com/s/articleView?id=sf.accounts_person.htmandtype=5 https://help.salesforce.com/s/articleView?id=sf.distribution_installing_packages.htmandtype=5