Salesforce B2C Solution Architect Salesforce Certified B2C Solution Architect Online Training

Question #31

A company has 2,000 customers and currently services them using a call center and spreadsheets. Because of the lack of systems there is no ability to track how successful agents are. In addition, their ordering system cannot be easily accessed by service agents costing valuable time and hurting customer satisfaction.

What are two reasons a connected B2C Solution can add value to the company? Choose 2 answers

A . Provides a better interface for agents using Service Cloud and B2C Commerce with Heroku
B . Allows agents to more easily access customer data to better support customers when they call in
C . Allows agents to use SSO to log into B2C Commerce and Service Cloud using the same credentials
D . Increases spend ROI as fewer service agents will be needed, which can allow for more sales agents

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Question #32

Northern Trail Outfitters (NTO) wants to integrate its product information management (PIM) system with B2C Commerce so shopping experiences can be relevant, personalized, and seamless across channels. They need the ability to search for product deltas in the PIM system and reflect those changes in B2C Commerce on a scheduled basis. The Solution Architect recommends using MuleSoft Accelerator for B2C Commerce for this integration.

Which two benefits should the Solution Architect highlight about API-led connectivity while implementing the MuleSoft accelerator for B2C Commerce? Choose 2 answers

A . It enables self-service and an increase in productivity through reusable microservices and APIs.
B . It lets the business quickly integrate different systems without involving IT.
C . It offers a template-driven approach for development.
D . It enforces a distributed approach and allows for the creation of Experience APIs, Data APIs, and System APIs.

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Question #33

A company is using Service Cloud, B2C Commerce, and Marketing Cloud to provide an end-to-end B2C solution. The company does not use MuleSoft or any other integration middleware and does not plan on using them in the near future. The company has about 10 million customers with a growth rate of 10% year over year, On average, each customer raises 10-50 support tickets each year, Each ticket may contain multiple comments, responses, and attachments. There is a need for the service agents to have visibility on customer tickets for up to 5 years.

What approach should a Solution Architect recommend in order to deliver the desired functionality given the company’s expected growth over the next 5 years, while still adhering to the platform’s governor limits?

A . Capture and resolve tickets using the capabilities of Service Cloud. Archive resolved cases and related data into Heroku and display them back in Service Cloud using Salesforce Connect.
B . Capture and resolve tickets using the capabilities of Service Cloud. Archive cases and related data older than a year in Big Objects and delete records that are more than 5 years old.
C . Capture and resolve tickets using the capabilities of Service Cloud, Use the Service Cloud console to display cases and related data raised by a customer in the past 5 years.
D . Capture and resolve tickets using the capabilities of 852C Commerce. Archive cases and related data older than a year in Big Objects and delete records that are more than 5 years old.

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Question #34

An organization currently has separate teams supporting Service Cloud, Marketing Cloud, store operations with a point-of-sale solution, and eCommerce with Commerce Cloud. Each business unit has their own key performance indicators (KPIs) but the organization is struggling to understand the big picture and improve customer engagement with the brand.

In which two ways would Salesforce CDP help in this scenario? Choose 2 answers

A . It creates one Individual record that replaces the system-specific records in other products, creating a unified view of the customer.
B . It provides cross-channel analytics using pre-built, native dashboards and charts within the unified profile.
C . It ingests customer data from each system and uses matching rules to find records representing the same person, uniting them under a Unified Individual.
D . It can power experiences through other channels like Marketing Cloud Engagement by activating customer segments.

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Question #35

Northern Trail Outfitters (NTO) wants to bring data from across all parts of their Salesforce Customer Success Platform Into the Marketing Cloud account. A Solution Architect recommends using Synchronized Data Sources In Contact Builder and Marketing Cloud Connect to Integrate multiple business units In their account.

Which API does the Solution Architect need to use with Marketing Cloud Connect for this integration?

A . Tooling API
B . REST API
C . SOAP API
D . Streaming API

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Question #36

A nonprofit organization uses Experience Cloud for members who would like to set up recurring donations. They integrate with an external payment gateway and want to make sure to offer the utmost security for their members. They also use Pardot for personalized communications, to ensure members have access to the most meaningful content and messages related to their donation history.

Which three options can a Solution Architect recommend to increase security for their existing users? Choose 3 answers

A . Implement high-assurance requirements for Experience Cloud profiles.
B . Add a login flow that defines the scope of user access authorized by authentication providers.
C . Replace Pardot with Marketing Cloud to implement SMS for multi-factor authentication.
D . Maintain GAuth tokens for existing Experience Cloud profiles.
E . Develop login flows to change the user’s session security level to initiate third-party identity verification.

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Correct Answer: A,B,E
A,B,E

Explanation:

Experience Cloud is a product that allows creating and managing digital experiences for customers, partners, employees, and communities. Experience Cloud can be integrated with external payment gateways and Pardot to offer secure and personalized experiences for members who want to set up recurring donations.

To increase security for their existing users, a Solution Architect can recommend the following options:

✑ Implement high-assurance requirements for Experience Cloud profiles. High-assurance requirements are settings that define the level of security and identity verification needed for users to access certain pages or features in Experience Cloud. High-assurance requirements can help prevent unauthorized or fraudulent access to sensitive or confidential data or transactions, such as recurring donations.

✑ Add a login flow that defines the scope of user access authorized by authentication providers. A login flow is a process that allows customizing the user login experience in Experience Cloud using various actions, such as collecting information, displaying messages, updating records, etc. A login flow can help define the scope of user access authorized by authentication providers, such as social media accounts or SAML-based identity providers. This can help limit or restrict the access of users based on their authentication method or credentials.

✑ Develop login flows to change the user’s session security level to initiate third-party identity verification. A session security level is a setting that determines the level of security and identity verification required for a user’s session in Experience Cloud. A session security level can be changed using login flows to initiate third-party identity verification, such as SMS verification, email verification, biometric verification, etc. This can help enhance the security and trust of the user’s session and prevent unauthorized or fraudulent access to sensitive or confidential data or transactions, such as recurring donations.

Option C is incorrect because replacing Pardot with Marketing Cloud to implement SMS for multi-factor authentication is not a valid or feasible option to increase security for their existing users. Pardot is a product that allows creating and managing B2B marketing campaigns and activities, such as email marketing, lead generation, lead nurturing, etc. Marketing Cloud is a product that allows creating and managing B2C marketing campaigns and activities, such as email marketing, mobile marketing, social media marketing, etc.

Replacing Pardot with Marketing Cloud would not only be costly and complex, but also unnecessary and irrelevant for their use case of setting up recurring donations. Moreover, implementing SMS for multi-factor authentication does not require replacing Pardot with Marketing Cloud, as it can be done using other methods or tools, such as login flows or third-party identity verification services. Option D is incorrect because maintaining GAuth tokens for existing Experience Cloud profiles is not an option or a way to increase security for their existing users. GAuth tokens are tokens that are used by Google Authenticator, an app that generates one-time passwords for two-factor authentication. GAuth tokens are not related to Experience Cloud profiles or their security settings.

References:

✑ https://help.salesforce.com/s/articleView?id=sf.networks_security.htm&type=5

✑ https://help.salesforce.com/s/articleView?id=sf.networks_login_flow_examples.htm &type=5

✑ https://help.salesforce.com/s/articleView?id=sf.networks_session_security_levels.h tm&type=5

Question #37

A marketing team is using Sales Cloud web-to-lead forms to capture leads. The company recently acquired Marketing Cloud and wants to ensure that the data is synchronized to Marketing Cloud without losing data and without creating duplicate contacts.

Which consideration should a Solution Architect voice to the marketing team when designing this solution?

A . Leads can be merged and converted in Marketing Cloud.
B . Leads and contacts are unique records in Marketing Cloud.
C . The contact delete framework in Marketing Cloud can be used to resolve duplicate contacts and associated billing challenges.
D . Web-to-lead forms trigger Marketing Cloud journeys without creating leads in Salesforce.

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Question #38

As part of a digital transformation initiative. Universal Containers (UC) wants to start a new project to implement Salesforce Platform, Marketing Cloud, and B2C Commerce. They have mapped the requirements and captured the user stories, including non-functional requirements. Almost all requirements touch all three clouds.

UC wants to go-live with all functionality in three years, but the executive team would like to see the benefits and return on investment sooner than that.

What should the Solution Architect recommend in order to align with the executive team’s request7

A . Build and test the functionality across all clouds at once and deploy to production at the end of the three years.
B . Go-live with Sales and Service cloud functionality first, followed by Marketing Cloud, and then B2C Commerce.
C . Reduce the overall timeline by removing most non-functional requirements around reliability and performance.
D . A multi-phased approach with functionality across all clouds delivered to production in each phase.

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Question #39

An organization uses B2C Commerce to capture order details but needs to process the order in an ERP system. They want B2C Commerce to send a message to the ERP system with the order details after they have been entered, then wait for the order to be processed, and then receive a reply from the ERP system with the order number and status.

Which integration pattern should a Solution Architect use to meet this requirement?

A . Asynchronous Call-Out
B . Request and Reply
C . Batch Data Synchronization
D . Publish / Subscribe

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Question #40

Northern Trail Outfitters (NTO) wants to upgrade its customer service by providing the opportunity for customers to engage using social messaging channels such as Facebook, WhatsApp, and SMS to resolve issues and ask questions. They already use Marketing Cloud Mobile Connect and Social Studio. Alongside these, the Solution Architect also recommends implementing Digita I Engagement features in Service Cloud.

Which two reasons should a Solution Architect use to justify those recommendations? Choose 2 answers

A . Mobile Connect lacks integration with the service agent console without Digital Engagement
B . Mobile Connect only supports outbound messaging in selected countries
C . Social Studio does not support 1:1 messaging on the apps listed in the scenario
D . Social Studio is limited to listening to social channel and not responding

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