A financial services firm with many high net-worth individuals Is about to implement Service Cloud, Marketing Cloud, and Salesforce Platform. Given the nature of the individuals, they are often required to adhere to financial regulations and civil procedures in regards to their data. This often requires restricting their data processing.
Given that requirement, what are three considerations the financial services firm should be aware of when limiting data processing across these clouds? Choose 3 answers
- A . Removing a data processing restricted contact within Marketing Cloud requires removing the restriction first before removing the contact
- B . Consider deleting all of the customer data in order to adhere to the requirements.
- C . Restricting data within Service Cloud requires contacting a Service Cloud account representative.
- D . Export relevant customer data on Salesforce Platform so it is retained first before deleting or providing any data.
- E . Restricting data within Marketing Cloud requires contacting a Marketing Cloud account representative.
A,D,E
Explanation:
These are three considerations that the financial services firm should be aware of when limiting data processing across these clouds. Removing a data processing restricted contact within Marketing Cloud requires removing the restriction first before removing the contact, as deleting a restricted contact will result in an error message. Exporting relevant customer data on Salesforce Platform so it is retained first before deleting or providing any data is a best practice for complying with data requests or regulations. Restricting data within Marketing Cloud requires contacting a Marketing Cloud account representative, as this feature is not available in the user interface.
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
Explanation:
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.htm&type=5
A company actively uses CI/CD processes for its Service Cloud implementation and is adding Marketing Cloud and Marketing Cloud Connect to its architecture. Under the current setup, each developer has their own developer sandbox. Developers merge their changes into a sandbox for QA regularly, and then once every week, changes are moved to staging, then from staging to production instances.
Which setup should a Solution Architect propose to support this development approach considering costs and data segregation?
- A . Set up one Marketing Cloud instance for production, and create a Marketing Cloud sandbox to connect to each of the Service Cloud sandboxes.
- B . Set up one Marketing Cloud instance with a business unit for production and one business unit for testing which is connected to all Service Cloud sandboxes.
- C . Set up one Marketing Cloud instance for each sandbox in Service Cloud in order to guarantee data segregation.
- D . Set up one Marketing Cloud instance to use with sandboxes for testing and replicate all changes to production.
A
Explanation:
A Marketing Cloud sandbox is a separate instance that can be used for testing and development purposes. It can be connected to multiple Service Cloud sandboxes using Marketing Cloud Connect. This setup allows data segregation and cost efficiency, as opposed to creating multiple Marketing Cloud instances or business units.
References:
https://help.salesforce.com/s/articleView?id=sf.mc_co_marketing_cloud_sandbox.htm&type=5
https://help.salesforce.com/s/articleView?id=sf.mc_co_connect_multiple_salesforce_orgs.htm&type=5
During discovery conversations an organization notes that they want to create a custom survey around their customer’s preferences to help improve product recommendations, marketing journeys, and customer service upsell opportunities. They want to house the survey responses in their Salesforce ecosystem so they can run reports. They plan on having two teams manage the survey and change questions twice a year.
Which three questions should a Solution Architect ask to ensure they understand the requirements well enough to design an appropriate multi-cloud solution? Choose 3 answers
- A . Will the teams need the ability to change designs?
- B . Does the team need front-end development capabilities?
- C . How many survey responses would you anticipate in a peak 24-hour period?
- D . Will you ever have more than nine possible answers for a survey question?
- E . How often do you update surveys?
A,C,E
Explanation:
✑ Option A is correct because the ability to change designs may affect the choice of survey tools and platforms, as well as the level of customization and maintenance required.
✑ Option C is correct because the volume of survey responses may impact the performance, scalability, and reliability of the survey solution, as well as the data storage and integration requirements.
✑ Option E is correct because the frequency of updating surveys may influence the design and governance of the survey solution, as well as the change management and testing processes.
✑ Option B is incorrect because front-end development capabilities are not relevant to the survey requirements, but rather to the implementation details and skills of the team.
✑ Option D is incorrect because the number of possible answers for a survey question is not a critical factor for designing a multi-cloud solution, but rather a minor detail that can be easily accommodated by most survey tools.
References:
✑ Certification – B2C Solution Architect – Trailhead
✑ Study for the B2C Solution Architect Certification | Salesforce – Trailhead
✑ B2C Solution Architect Certification Guide | Salesforce Ben
Which two considerations should the Solution Architect keep in mind while designing the solution for OOBO? Choose 2 answers
- A . Every REST call between B2C Commerce and Service Cloud counts towards API governor limits.
- B . The OOBO shopping experience requires that Salesforce service agent users authenticate against the B2C Commerce environment before creating the shopping session.
- C . Middleware, like Mulesoft, must be used to ensure the security and uptime of the integration between B2C Commerce and Service Cloud.
- D . The Service Agent cannot order on behalf of the customer if the customer is offline.
A,B
Explanation:
The REST calls between B2C Commerce and Service Cloud are subject to API governor limits, which can affect the performance and availability of the integration. The service agent users need to have B2C Commerce permissions and access keys to log in and place orders on behalf of registered storefront shoppers.
Northern Trail Outfitters (NTO) has been using B2C Commerce and Service cloud for the past year and wants to take the next step in its customer experience by implementing Marketing Cloud. NTO is focusing on email for the foreseeable future and wants all transactional messages―such as password reset and order confirmations―to go through Marketing Cloud rather than B2C Commerce.
Which three actions should a Solution Architect recommend to enable this functionality? Choose 3 answers
- A . Configure an API event in Process Builder along with an Email Activity with a transactional send classification.
- B . Configure API integration credentials in Marketing Cloud to enable B2C Commerce to call Marketing Cloud.
- C . Implement a server-side API callout in B2C Commerce for each of the required emails.
- D . Implement a client-side API callout in B2C Commerce for each of the required emails.
- E . Configure a Transactional Messaging API in Marketing Cloud and use a transactional send classification for each of the required emails.
B,C,E
Explanation:
To enable transactional messages from B2C Commerce to Marketing Cloud, you need to configure API integration credentials in Marketing Cloud, which will generate an authentication token and a REST endpoint for your account. Then, you need to implement a server-side API callout in B2C Commerce for each of the required emails, which will use the authentication token and the REST endpoint to send the email data to Marketing Cloud. Finally, you need to configure a Transactional Messaging API in Marketing Cloud, which will allow you to create and manage transactional messages using REST API calls. You also need to use a transactional send classification for each of the required emails, which will indicate that the email is not subject to unsubscribe rules.
References:
✑ [API Integration]
✑ [Transactional Messaging API]
✑ [Send Classifications]
A company has a multi-cloud implementation that involves an Experience Cloud portal, Service Cloud for case management, and Marketing Cloud for customer interaction.
The company wants all changes in Salesforce data―including creation, updates, deletion, and undeletion of a record―to be synchronized to its custom-built retail loyalty application in near-real time without significantly impacting the overall system performance.
Which option is the most appropriate integration mechanism for this scenario?
- A . Outbound Messages
- B . Triggered Send Definition
- C . Apex Trigger Callout
- D . Change Data Capture
D
Explanation:
Change Data Capture is an event-driven integration mechanism that allows near-real-time synchronization of Salesforce data changes with external systems. It does not impact the system performance as it uses asynchronous processing and does not require triggers or code.
References: https://developer.salesforce.com/docs/atlas.en-us.change_data_capture.meta/change_data_capture/cdc_intro.htm
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
Explanation:
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.htm&ty pe=5
A holding company owns and operates a large number of brands internationally. They are interested in migrating to a Salesforce multi-cloud solution to optimize IT spending across the brands. The brands would like to operate B2C Commerce sites supported by Service Cloud for their agents, and use Marketing Cloud to drive consumer engagement.
Given that the company has operations and customers in multiple countries around the world, which two recommendations should a Solution Architect make to ensure that customer experiences are compliant with all domestic and international regulations related to data privacy and security?
Choose 2 answers
- A . Use a Service Cloud instance in every market in which they operate to ensure that data residency requirements are fulfilled.
- B . When implementing an B2C Commerce storefront, consider providing shoppers a mechanism to download their data.
- C . Consider implementing Customer Data Platform (CDP) to ensure compliance with data
protection laws. - D . Consider implementing enhanced transaction security to apply appropriate actions to monitor and control Service Cloud user activity.
B,C
Explanation:
These answers are correct because they are recommendations that can help ensure that customer experiences are compliant with all domestic and international regulations related to data privacy and security. Providing shoppers a mechanism to download their data can help comply with the right to access and portability under GDPR and other laws. Implementing Customer Data Platform (CDP) can help comply with data protection laws by providing tools to manage consent, preferences, and identity resolution across multiple channels and touchpoints.
References:
https://help.salesforce.com/s/articleView?id=sf.b2c_commerce_gdpr.htm&type=5
https://www.salesforce.com/products/customer-data-platform/overview/
A company, currently using B2C Commerce and Service Cloud, has recently purchased and integrated Salesforce Order Management into its order flow. One of the first projects the company would like to complete is to allow its customers to purchase online and pick up their order in the store.
What flow should a Solution Architect suggest to facilitate this request’
- A . B2C Commerce exports the order to Salesforce Order Management. Salesforce Order Management passes the order information to Service Cloud. Once the order is picked up by the customer, Service Cloud updates the final status in Salesforce Order Management.
- B . B2C Commerce exports the order to Service Cloud. Service Cloud passes the order information to Salesforce Order Management. Once the order is picked up by the customer, Salesforce Order Management updates the final status in Service Cloud.
- C . B2C Commerce exports the order to Salesforce Order Management. Salesforce Order Management passes the order information to Service Cloud. Once the order is picked up by the customer, Service Cloud sends the final status to B2C Commerce.
- D . B2C Commerce exports the order to Service Cloud and Salesforce Order Management at the same time. Once the order is picked up by the customer, Service Cloud sends the final status to Salesforce Order Management and B2C Commerce.
A
Explanation:
This flow allows the customer to purchase online and pick up their order in the store using B2C Commerce, Salesforce Order Management, and Service Cloud. B2C Commerce exports the order to Salesforce Order Management, which handles the order orchestration and fulfillment. Salesforce Order Management passes the order information to Service Cloud, which can be used by the store staff to check the order details and availability. Once the order is picked up by the customer, Service Cloud updates the final status in Salesforce Order Management, which can trigger notifications or invoices.
References:
https://help.salesforce.com/s/articleView?id=sf.order_mgmt_overview.htm&type=5
https://help.salesforce.com/s/articleView?id=sf.order_mgmt_service_cloud_integration.htm&type=5
Northern Trail Outfitters (NTO) recently implemented the Service Cloud Connector between B2C Commerce and Service Cloud. They released a new feature that allows customers to add their favorite National Park to their profile. After an attempt to help a customer, a service agent informs the Director of IT that they cannot see or update the new National Park value on the profile in the Service Cloud console.
What should the Solution Architect keep in mind to avoid data exchange issues after implementation?
- A . Check the fieldMapping custom settings in Service Cloud to confirm the nationalParks attribute was mapped from the Commerce Profile to the Service Contact
- B . Check the field-level security for nationalParks is set to read only
- C . Check that the nationalParks value was added to the Profile Custom Object in B2C Commerce
- D . Check that the nationalParks value is defined in the json of the B2C Commerce Customer Data API
A
Explanation:
The fieldMapping custom settings in Service Cloud define how the attributes from the Commerce Profile are mapped to the fields on the Service Contact. If the nationalParks attribute was not mapped, then the service agent would not be able to see or update it in the Service Cloud console.
References: https://help.salesforce.com/s/articleView?id=sf.b2c_service_cloud_connector_field_mappin g.htm&type=5
A company wants to use Marketing Cloud to send customer electronic receipts that originate from its point of sale (POS) system. The company has a need for the receipt to be sent no more than 10 minutes after purchase and would like to track all email sends that are being placed to that customer, The Marketing Cloud Contact Key should be the Service Cloud Contact ID.
What solution should a Solution Architect recommend to achieve this need?
- A . Make an API call from the POS to Marketing Cloud to send the electronic receipt and then call Service Cloud to add the customer if they do not exist. Use an automation in Marketing Cloud nightly to remove any duplicate contacts that may be introduced with Marketing Cloud Connect.
- B . Make an API call from the POS to Service Cloud to retrieve the Service Cloud Contact ID. If the customer does not exist, submit a POST to Service Cloud to create the Contact ID, then send the Contact ID to Marketing Cloud via an API to send the electronic receipt.
- C . Make an API call from the POS to Service Cloud to add the customer if they do not exist; leverage a custom object to send details to Marketing Cloud via Marketing Cloud Connect and synchronized data sources to send the electronic receipt.
- D . Make an API call from the POS to Marketing Cloud te send the electronic receipt. No call is required to Service Cloud to fetch the Contact IO as this information is already available at the POS.
D
Explanation:
This solution allows the company to send the electronic receipt in near real time using the Marketing Cloud Transactional Messaging API, which can handle high-volume and time-sensitive messages. The POS system already has the Service Cloud Contact ID for the customer, so there is no need to make an extra API call to Service Cloud to fetch it. The Service Cloud Contact ID can be passed as the Marketing Cloud Contact Key to ensure data consistency across the systems.
References:
https://developer.salesforce.com/docs/commerce/sfra/marketing-cloud/transactional-messaging-api
https://help.salesforce.com/s/articleView?id=sf.mc_co_subscriber_key_migration.htm&type=5
A university is considering using Experience Cloud so its students can interact with advisors who have Service Cloud licenses. The university would like to offer the easiest path for existing students to log in while still maintaining security. They have an on-premises Active Directory identity provider and use Google Workspace (formerly known as G Suite) for student email addresses.
What should a Solution Architect recommend?
- A . Implement Social Sign On with Openld Connect and Google Workspace as Auth Provider.
- B . Implement Active Directory and Salesforce Identity for SAML delegated Single Sign On.
- C . Implement Aloha template for students to access email with Salesforce Authenticator app.
- D . Implement OAuth 2.0 authentication protocol with Google Workspace as Service Provider.
A
Explanation:
✑ A is correct because implementing Social Sign On with OpenID Connect and Google Workspace as Auth Provider is a simple and secure way to allow existing students to log in to Experience Cloud using their Google Workspace credentials1. This also eliminates the need for creating and managing separate user accounts in Experience Cloud.
✑ B is incorrect because implementing Active Directory and Salesforce Identity for SAML delegated Single Sign On would require the university to set up and maintain a SAML identity provider and configure it with Salesforce Identity. This would be more complex and costly than using Social Sign On with Google Workspace2.
✑ C is incorrect because implementing Aloha template for students to access email with Salesforce Authenticator app would not meet the requirement of using the existing Google Workspace email addresses. Aloha template is a pre-built template for Experience Cloud that provides email functionality, but it does not integrate with Google Workspace3. Salesforce Authenticator app is a mobile app that provides two-factor authentication, but it does not integrate with Google Workspace either.
✑ D is incorrect because implementing OAuth 2.0 authentication protocol with Google Workspace as Service Provider would not meet the requirement of using the easiest path for existing students to log in. OAuth 2.0 is a protocol that allows users to authorize third-party applications to access their data, but it does not provide authentication or single sign on functionality.
References:
✑ 1: https://help.salesforce.com/s/articleView?id=sf.networks_auth_provider_openid_connect.htm&type=5
✑ 2: https://help.salesforce.com/s/articleView?id=sf.identity_provider_saml.htm&type=5
✑ 3: https://help.salesforce.com/s/articleView?id=sf.networks_templates_aloha.htm&typ e=5
✑ : https://help.salesforce.com/s/articleView?id=sf.security_authenticator_app.htm&ty pe=5
✑ : https://help.salesforce.com/s/articleView?id=sf.remoteaccess_oauth_web_server_flow.htm&type=5
Universal Containers has an existing loyalty program that rewards its customers for purchases and frequent shopping with points that can be redeemed in store or online. They want to transform their existing loyalty program by investing in tools like Marketing Cloud, Salesforce Loyally Management and COP- They want to start segmenting their most loyal customers based or their online engagement and purchase history.
Which three actions should a Solution Architect recommend they consider taking with the tools they are investing In? Choose 3 answers
- A . Curate tiered experiences in Marketing Cloud
- B . Segment Individuals within CDP C.Q Segment Journeys within CDP
- C . Curate tiered experiences in Loyalty Management
- D . Create Journeys by tiers in Marketing Cloud
A,C,D
Explanation:
Curating tiered experiences in Marketing Cloud allows the company to create personalized content and offers based on the loyalty level of the customers. Segmenting Journeys within CDP enables the company to use data from multiple sources to create customer segments and target them with relevant messages across channels. Creating Journeys by tiers in Marketing Cloud allows the company to design and execute customer journeys based on the loyalty program tiers and goals.
Universal Containers (UC) Is utilizing B2C Commerce today and is considering utilizing CDP as a means of unifying all of their systems and recognize their existing customers as individuals across systems. They are about to install the Commerce Cloud CDP Connector and would like to understand how the unified profile process will work.
What configurations should a Solution Architect create to correctly identify unified profiles as individuals between CDP and B2C Commerce?
- A . Create Data Segments within CDP and create customer groups within B2C Commerce with the CDP Data Segments
- B . Create Customer Groups within B2C Commerce and create data segments within CDP with CDP Data Segments
- C . Create Individuals within CDP and create customer groups within B2C Commerce with the correct segments
- D . Create Data Segments within CDP and create customers within B2C Commerce with the CDP Data Segments
C
Explanation:
Creating Individuals within CDP and creating customer groups within B2C Commerce with the correct segments are the configurations that a Solution Architect should create to correctly identify unified profiles as individuals between CDP and B2C Commerce. Individuals are the entities that represent a person in CDP and can be created from various data sources using identity resolution rules. Customer groups are the entities that represent a segment of customers in B2C Commerce and can be created using attributes or rules. The Commerce CDP Connector allows for bi-directional synchronization of Individuals and customer groups between CDP and B2C Commerce, enabling a unified profile process.
A telecommunications company is implementing Service Cloud and Experience Cloud with a goal to have a single view of their customers. Current system limitations have resulted in many duplicate and incomplete customer records with inadequate data quality in the millions of records. They want this issue remediated when migrating the data to Service Cloud and Experience Cloud.
Which two activities and tools should a Solution Architect recommend to address these concerns when planning the data migration activity and assure it is completed in a timely manner? Choose 2 answers
- A . Q Duplicate Management in Salesforce can be used to identify and manage duplicate records.
- B . Use an ETL tool with a staging database in order to run data cleansing tools to obtain a clean data set.
- C . Iteratively test smaller loads against a developer or partial copy sandbox and the full load against a full copy sandbox.
- D . Iteratively test smaller loads against a developer sandbox and the full load against a partial copy sandbox.
B,C
Explanation:
B. An ETL (Extract, Transform, Load) tool is a software that can help extract data from multiple sources, transform it according to business rules, and load it into a target destination, such as Salesforce. An ETL tool can also help run data cleansing tools, such as deduplication, validation, standardization, and enrichment, to obtain a clean data set before migrating it to Salesforce.
C. Iteratively testing smaller loads against a developer or partial copy sandbox and the full load against a full copy sandbox can help ensure the data migration is successful and error-free. A developer or partial copy sandbox can be used for testing the data quality, mapping, and transformation rules, while a full copy sandbox can be used for testing the performance, scalability, and integrity of the data migration.
References:
https://trailhead.salesforce.com/en/content/learn/modules/data-management-basics/data-management-basics-migrate
https://help.salesforce.com/s/articleView?id=sf.data_sandbox_create.htm&type=5
Northern Trail Outfitters (NTO) operates its website on B2C Commerce. NTO recently decided to update its Customer Service from a bespoke solution to Service Cloud.
NTO currently has around two million customer records in its B2C Commerce database that need to be migrated into Service Cloud.
What should a Solution Architect recommend to export all the customer data from B2C Commerce and import into Service Cloud without additional development7
- A . Export the data using B2C Commerce APIs, and import it into Salesforce using Data Loader.
- B . Export the data using B2C Commerce APIs, and import it into Salesforce using Data Import Wizard.
- C . Export the data using Business Manager, and import it into Salesforce using the Data Import Wizard.
- D . Export the data using Business Manager, and import it into Salesforce using Data Loader.
D
Explanation:
This answer is correct because it is a way to export all the customer data from B2C Commerce and import into Service Cloud without additional development. Business Manager is a tool that allows B2C Commerce administrators to export customer data in CSV format. Data Loader is a tool that allows Salesforce administrators to import data from CSV files into Salesforce objects.
References: https://documentation.b2c.commercecloud.salesforce.com/DOC1/topic/com.demandware.dochelp/BusinessManager/ExportingCustomerData.html
https://developer.salesforce.com/docs/atlas.en-us.dataLoader.meta/dataLoader/data_loader.htm
When integrating B2C Commerce with Marketing Cloud, which data extension type should be used to store order and product records in Marketing Cloud?
- A . Transactional Data Extension
- B . Standard Data Extension
- C . Synchronized Data Extension
- D . Sendable Data Extension
B
Explanation:
A standard data extension is a type of data extension that can store any type of data in Marketing Cloud, including order and product records from B2C Commerce. A standard data extension can be created manually or imported from an external source, such as B2C Commerce. A standard data extension can also be used for segmentation, personalization, and reporting in Marketing Cloud.
References:
https://help.salesforce.com/s/articleView?id=sf.mc_es_data_extensions.htm&type=5
https://help.salesforce.com/s/articleView?id=sf.mc_co_data_integration_with_commerce_cloud.htm&type=5
A merchant has implemented a custom solution on B2C Commerce, exposing a configurable outdoor table composed of multiple, different SKUs representing the table top, legs, hardware, cover, and optional extended warranty.
On the B2C Commerce storefront, customers can select from any in-stock options for each of the components to create their perfect table before check-out. Although the final product is presented to the customer as one table, inventory is tracked at the component level, and all of the component SKUs must be sent to the Order Management System in the resulting commerce order.
Which two solutions would allow the merchant to make this custom product experience available in Service Cloud to support the customer service rep purchasing and feature review” Choose 2 answers
- A . Create a custom Open Commerce API {OCAPI) endpoint on B2C Commerce to expose the custom product options and component availability in real time to support a custom experience in Service Cloud.
- B . Create a custom B2C Commerce job to export custom product component data on a nightly basis and import into Service Cloud to support a custom experience.
- C . Use hooks to extend the existing Open Commerce API (OCAPI) product endpoint with additional information about the custom product options and component availability in real time to support a custom experience in Service Cloud.
- D . Use Customer Service Representative (CSR) Order on Behalf Of to access the existing B2C Commerce storefront as a CSR acting on behalf of a customer when making purchases or reviewing custom products.
C,D
Explanation:
C. Hooks are a way to extend the existing OCAPI endpoints with custom logic and data. By using hooks, the merchant can add additional information about the custom product options and component availability to the OCAPI product endpoint, which can be consumed by Service Cloud to display the custom product experience.
D. CSR
Order on Behalf Of is a feature that allows a CSR to access the existing B2C Commerce storefront as a customer and perform actions on their behalf, such as making purchases or reviewing custom products. This feature can be enabled in Service Cloud using the Commerce Cloud Connector.
References:
https://documentation.b2c.commercecloud.salesforce.com/DOC1/topic/com.demandware.dochelp/OCAPI/current/usage/Hooks.html
https://documentation.b2c.commercecloud.salesforce.com/DOC1/topic/com.demandware.dochelp/OrderManagement/CSR/CSRorderonbehalfof.html
Universal Containers (UC) Is planning a campaign for its newly-launched product categories. They have already run similar campaigns in the past and want to cross-sell this new product to their existing customers. To achieve this, they are creating customer group segments using its e-commerce strategies while adhering to the current customer’s compliance preferences for previous campaigns.
Which two products should a Solution Architect include in the architecture to meet UC’s needs?
- A . Marketing Cloud and B2C Commerce
- B . Marketing Cloud and Service Cloud
- C . Marketing Cloud and Sales Cloud
- D . Service Cloud and B2C Commerce
A
Explanation:
Marketing Cloud and B2C Commerce are the two products that a Solution Architect should include in the architecture to meet UC’s needs. Marketing Cloud allows UC to create customer group segments using its e-commerce data and send personalized messages across channels, while adhering to the current customer’s compliance preferences for previous campaigns. B2C Commerce enables UC to cross-sell its new product categories on its online storefront and provide a seamless shopping experience for its customers.
Acme Ltd wants to Integrate B2C Commerce, Service Cloud, and Marketing Cloud. A Solution Architect was tasked with optimizing the integration by understand and which cloud is the ideal system of record for each piece of data.
Which two considerations will lead to an optimal design around systems of record? Choose 2 answers
- A . Lifetime engagement tracking and history, other data for personalization or segmentation should be mastered in Marketing Cloud
- B . Heroku should be used to master ecommerce transactions, including order records, customer product affinity, and promotion eligibility
- C . User consent information. Customer Journey flow. Counsel and compliance preferences should be mastered in B2C Commerce
- D . Store primary attributes (name, address, birthday, phone, and email) about the customer in Service Cloud
A,D
Explanation:
Marketing Cloud should be the system of record for lifetime engagement tracking and history, as well as other data for personalization or segmentation, as it is the system that collects and analyzes the customer’s interactions and behaviors across multiple channels and touchpoints. Marketing Cloud can also use features like Audience Builder and Contact Builder to create unified customer profiles and segments based on various data sources3 . Service Cloud should be the system of record for storing primary attributes (name, address, birthday, phone, and email) about the customer, as it is the system that represents a person across multiple Salesforce clouds and can store and manage the customer’s consent and compliance preferences using features like Individual object, Data Protection and Privacy, and Consent Management.
Refer to the exhibit.
A beauty brand is planning to re-platform their existing website onto B2C Commerce. As part of the re-platform they will create a new social community where beauty insiders can view how-to videos, share tips, and favorite products. As part of the overall solution, the beauty brand is going to implement 82C Commerce, Experience Cloud, and Salesforce Identity.
Each beauty insider can store and update important profile and commerce information like email, phone number, beauty preferences, and saved addresses.
Which application should a Solution Architect recommend to set up the primary profile after reviewing the workflow and attempting to minimize migration of customer profile data?
- A . Salesforce Identity
- B . Service Cloud
- C . Experience Cloud
- D . B2C Commerce
D
Explanation:
✑ Option D is correct because B2C Commerce should be the system of record for the primary profile after reviewing the workflow and attempting to minimize migration of customer profile data. B2C Commerce is the first point of contact for customers who register an account before making their first purchase, and it can store and update important profile and commerce information like email, phone number, beauty preferences, and saved addresses. B2C Commerce can also integrate with Experience Cloud and Salesforce Identity to provide a consistent and secure user experience across the social community and the ecommerce site.
✑ Option A is incorrect because Salesforce Identity should not be the system of record for the primary profile after reviewing the workflow and attempting to minimize migration of customer profile data. Salesforce Identity is mainly used for authentication and identity management purposes, not for storing and updating customer profile and commerce information. Salesforce Identity can also integrate with Experience Cloud and B2C Commerce to provide a single sign-on (SSO) experience for customers across the social community and the ecommerce site.
✑ Option B is incorrect because Address book should not be the system of record for the primary profile after reviewing the workflow and attempting to minimize migration of customer profile data. Address book is not a system or an application, but rather a feature or a data element that can be stored and updated in B2C Commerce or other Salesforce clouds.
✑ Option C is incorrect because Wishlist should not be the system of record for the primary profile after reviewing the workflow and attempting to minimize migration of customer profile data. Wishlist is not a system or an application, but rather a feature or a data element that can be stored and updated in B2C Commerce or other Salesforce clouds.
References:
✑ [Get Started with B2C Solution Architect Cert Prep – Trailhead]
✑ [Certification – B2C Solution Architect – Trailhead]
✑ B2C Solution Architect Certification Guide | Salesforce Ben
Universal Containers (UC) is in the process of implementing a B2C Commerce site for their storefront, and Experience Cloud for their support and help desk. UC wants to ensure that there is a single login and data experience between the two sites while also being relatively seamless.
Given the need for a single login experience, what should the primary system be for all authentication?
- A . Salesforce Identity
- B . B2C Commerce
- C . Service Cloud
- D . Experience Cloud
A
Explanation:
This answer is correct because it is the primary system that should be used for all authentication between B2C Commerce site and Experience Cloud site. Salesforce Identity can act as an identity provider (IDP) for both B2C Commerce and Experience Cloud, and it can provide a single login and data experience between the two sites.
Salesforce Identity can also store customer profile data in a single place and sync it across systems. References: https://help.salesforce.com/s/articleView?id=sf.b2c_commerce_service_cloud_integration.htm&type=5
A retail company uses B2C Commerce and Marketing Cloud to enable cross-cloud communication on behalf of its customers. As part of the newsletter signup journey, the company would like to send a coupon code to each customer 3 days after registration. Once the coupon code has been redeemed, the company would like to alter the customer’s journey to stop reminder emails.
Which two configuration steps should a Solution Architect take to ensure the customer’s journey is updated after the coupon code is used? Choose 2 answers
- A . Create a service definition in B2C Commerce that points to Marketing Cloud’s REST API.
- B . Create a service definition in B2C Commerce that points to Marketing Cloud’s SOAP API.
- C . After purchase, use Marketing Cloud to request coupon redemption details from the B2C Commerce service definition.
- D . After purchase, use the B2C Commerce service definition to send redemption data to Marketing Cloud.
A,D
Explanation:
A company wants to migrate their existing in-house order management solution to the Salesforce Order Management product, which will trigger post-purchase transactional emails through Marketing Cloud. They are already using B2C Commerce, Service Cloud, and Marketing Cloud, as well as the B2C Commerce – Service Cloud Connector and Marketing Cloud Connect.
What are three actions that a Solution Architect must take when planning and deploying this solution? Choose 3 answers
- A . Configure data extensions and triggered sends in Marketing Cloud to support transactional emails for ordering scenarios.
- B . Modify the Service Cloud Connector implementation to remove potentially conflicting features with the Order Management Connector.
- C . Integrate Salesforce Order Management to B2C Commerce for order history and user self service.
- D . Migrate subscriber keys in Marketing Cloud to a new Order Management customer identifier.
- E . Replace the Service Cloud Connector with an Order Management Connector for B2C Commerce.
A,B,C
Explanation:
Salesforce Order Management is a product that allows managing orders across different channels and systems.
To migrate the existing in-house order management solution to the Salesforce Order Management product, the following actions should be taken:
✑ Configure data extensions and triggered sends in Marketing Cloud to support transactional emails for ordering scenarios. Data extensions are tables that store data in Marketing Cloud, and triggered sends are email messages that are sent automatically based on an external event. Data extensions and triggered sends can be used to store order data and send order confirmation, shipment notification, or cancellation emails to customers.
✑ Modify the Service Cloud Connector implementation to remove potentially conflicting features with the Order Management Connector. The Service Cloud Connector is a cartridge that enables integration between B2C Commerce and Service Cloud. The Order Management Connector is a cartridge that enables integration between B2C Commerce and Salesforce Order Management. Some features of the Service Cloud Connector, such as order history or order cancellation, may conflict with the Order Management Connector, so they should be removed or disabled.
✑ Integrate Salesforce Order Management to B2C Commerce for order history and user self service. This integration allows customers to view their order history and status, track their shipments, cancel their orders, or initiate returns on the B2C Commerce storefront. This integration also allows agents to view and manage orders in Service Cloud.
Option D is incorrect because migrating subscriber keys in Marketing Cloud to a new Order Management customer identifier is not necessary or recommended. Option E is incorrect because replacing the Service Cloud Connector with an Order Management Connector for B2C Commerce is not possible or advisable. References:
✑ https://help.salesforce.com/s/articleView?id=sf.order_overview.htm&type=5
✑ https://help.salesforce.com/s/articleView?id=sf.mc_co_transactional_messaging.ht m&type=5
✑ https://documentation.b2c.commercecloud.salesforce.com/DOC1/topic/com.demandware.dochelp/OrderManagement/OrderManagementOverview.html
✑ https://documentation.b2c.commercecloud.salesforce.com/DOC1/topic/com.demandware.dochelp/OrderManagement/OrderManagementConnector.html
A company wants to add Salesforce Order Management to their existing B2C Commerce, Service Cloud, and Sales Cloud integration. Their current sales process lets sales reps build quotes, create orders, and process reduction orders for refunds as part of their sales channel workflow. Their B2C Commerce order objects also include multiple custom attributes that the merchant’s current Order Management System uses to allocate orders to the correct distribution center for fulfillment.
When enabling Salesforce Order Management, what potential concerns will the merchant need to work through?
- A . Salesforce Order Management does not allow for fulfillment rules across multiple distribution centers without the use of an AppExchange package or custom Apex triggers.
- B . Reduction Orders and Order Management change orders conflict if both are enabled in the same Org and require the use of Record Types and Apex Triggers or Validation Rules to avoid conflicts.
- C . Custom attributes on B2C Commerce Orders are not natively supported for Salesforce Order Management integrations and require custom Apex development to handle mapping.
- D . Salesforce Order Management integrates natively with B2B Commerce when both products reside within the same Org but requires the use of a customizable B2C Commerce cartridge to import data from a B2C Commerce instance.
A
Explanation:
✑ A is correct because Salesforce Order Management does not have native support for multiple distribution centers and requires either an AppExchange package or custom Apex triggers to implement fulfillment rules based on custom attributes1.
A company is seeing an increased volume of customers browsing for higher-value items, as well as longer consideration times before customers place orders based on what is in their shopping carts.
What are two tactics that a Solution Architect could recommend to increase checkouts and decrease the time from adding items to completing a checkout? Choose 2 answers
- A . Enable customer service agents to enroll customers in an Abandoned Cart Journey in Marketing Cloud if an interaction does not result in the processing of an order.
- B . Enable customer service agents to update and complete a cart transaction on behalf of the customer.
- C . When the cart value reaches a certain value, push a chat request to assist the customer with the checkout process.
- D . Monitor the cart items and time since it has been active in B2C Commerce and send a reminder and checkout incentive 18 hours after the cart was last modified.
A,D
Explanation:
A service organization has a long lifecycle for customers that start as a lead and move through opportunity to active and former customer states. The organization wants to use Sales Cloud and Marketing Cloud as their core customer engagement platforms.
Which two considerations should a Solution Architect keep in mind when setting up this multi-cloud use case? Choose 2 answers
- A . Set up the contact object with a specific record type ‘Lead’ that mimics the standard lead object to prevent the duplicate contact from being created in Marketing Cloud.
- B . Allow both the lead record to generate a contact in Marketing Cloud and the contact record to generate a contact in Marketing Cloud.
- C . Enable the ‘Prevent Duplicates for Lead Conversion’ setting when configuring Marketing Cloud Connect to prevent converted contacts from generating a duplicate contact.
- D . Ensure that when a lead is converted to a contact that the Lead ID is mapped to a custom field on the Contact to be used as the referenced with the Subscriber ID in Marketing Cloud and avoid duplicate records.
A,D
Explanation:
✑ Option A is correct because setting up the contact object with a specific record type ‘Lead’ that mimics the standard lead object to prevent the duplicate contact from being created in Marketing Cloud is a valid consideration for setting up this multi-cloud use case. This way, the service organization can avoid creating duplicate records in Marketing Cloud when leads are converted to contacts in Sales Cloud, as Marketing Cloud will recognize them as the same subscriber based on their record type and subscriber key.
✑ Option D is correct because ensuring that when a lead is converted to a contact that the Lead ID is mapped to a custom field on the Contact to be used as the referenced with the Subscriber ID in Marketing Cloud and avoid duplicate records is a valid consideration for setting up this multi-cloud use case. This way, the service organization can avoid creating duplicate records in Marketing Cloud when leads are converted to contacts in Sales Cloud, as Marketing Cloud will recognize them as the same subscriber based on their Lead ID and Subscriber ID.
✑ Option B is incorrect because allowing both the lead record to generate a contact in Marketing Cloud and the contact record to generate a contact in Marketing Cloud is not a valid consideration for setting up this multi-cloud use case, as it would create duplicate records in Marketing Cloud when leads are converted to contacts in Sales Cloud, unless they have matching subscriber keys.
✑ Option C is incorrect because enabling the ‘Prevent Duplicates for Lead Conversion’ setting when configuring Marketing Cloud Connect to prevent converted contacts from generating a duplicate contact is not a valid consideration for setting up this multi-cloud use case, as this setting does not prevent duplicates from being created in Marketing Cloud, but rather prevents duplicates from being created in Sales Cloud when leads are converted.
References:
✑ [Get Started with B2C Solution Architect Cert Prep – Trailhead]
✑ [Certification – B2C Solution Architect – Trailhead]
✑ B2C Solution Architect Certification Guide | Salesforce Ben
A global merchant plans to use B2C Commerce, Service Cloud, and Marketing Cloud to support the shopper experience. They also plan on using Marketing Cloud Connect to integrate Service and Marketing Clouds and the Service Cloud Connector for B2C Commerce. The customers will receive SMS messages through Mobile Connect. One of the key requirements is to enable consent and profile management across the clouds.
Which two recommendations should a Solution Architect make as part of the solution?
Choose 2 answers
- A . SMS opt-in will sync with Service Cloud when contact ID is the subscriber key in Marketing Cloud
- B . Service Cloud profile data can be configured to sync to the Marketing Cloud profile center
- C . Profile changes in B2C Commerce will sync to Service Cloud when person accounts are used
- D . Shopper consent in B2C storefronts will sync to Service Cloud when person accounts are used
A,C
Explanation:
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,B
Explanation:
✑ 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 stakeholders1.
✑ 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 approval1.
✑ 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 approved2.
✑ 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 stakeholders1.
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
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
B,C
Explanation:
B. Allowing agents to more easily access customer data to better support customers when they call in can add value to the company by improving customer satisfaction, loyalty, and retention. This can also enable agents to provide personalized recommendations, cross-sell or upsell opportunities, and proactive service based on the customer’s profile, preferences, and purchase history.
C. Allowing agents to use SSO to log into B2C Commerce and Service Cloud using the same credentials can add value to the company by simplifying the login process, enhancing security, and reducing administrative overhead. This can also provide a seamless user experience for agents across different systems and platforms.
References:
✑ https://www.salesforce.com/products/service-cloud/overview/
✑ https://www.salesforce.com/products/commerce-cloud/overview/
✑ https://help.salesforce.com/s/articleView?id=sf.identity_sso.htm&type=5
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.
A,D
Explanation:
API-led connectivity is a method of connecting data to applications through reusable and purposeful APIs. MuleSoft Accelerator for Salesforce B2C Commerce Cloud is a solution that uses API-led connectivity to integrate B2C Commerce with other systems such as PIM, ERP, or Service Cloud.
The benefits of API-led connectivity while implementing the MuleSoft accelerator for B2C Commerce are:
✑ It enables self-service and an increase in productivity through reusable microservices and APIs. API-led connectivity allows developers to create modular and reusable microservices and APIs that can be easily discovered, accessed, and composed by other developers or business users. This reduces duplication of effort, increases agility, and accelerates time to market.
✑ It enforces a distributed approach and allows for the creation of Experience APIs, Data APIs, and System APIs. API-led connectivity follows a distributed approach that decouples data sources from data consumers, enabling greater scalability, flexibility, and security. It also allows for the creation of three layers of APIs: Experience APIs that tailor data to specific channels or devices, Data APIs that orchestrate data from multiple sources, and System APIs that connect to core
systems of record.
Option B is incorrect because API-led connectivity does not let the business quickly integrate different systems without involving IT. It requires IT to design, build, and manage the APIs that enable integration. Option C is incorrect because API-led connectivity does not offer a template-driven approach for development. It offers a methodology and a framework for developing APIs based on best practices. References:
✑ https://www.mulesoft.com/resources/api/what-is-api-led-connectivity
✑ https://www.mulesoft.com/exchange/org.mule.examples/mulesoft-accelerator-for-salesforce-b2c-commerce-cloud/
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.
A
Explanation:
This approach allows the company to use Service Cloud for capturing and resolving tickets, which provides a better customer service experience than B2C Commerce. It also allows the company to archive resolved cases and related data into Heroku, which is a cloud platform that can store large amounts of data without hitting the platform’s governor limits. Using Salesforce Connect, the company can display the archived data back in Service Cloud without storing it in Salesforce, thus saving storage
space and costs.
References:
https://help.salesforce.com/s/articleView?id=sf.data_source_connect.htm&type=5
https://www.heroku.com/home
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.
C,D
Explanation:
These answers are correct because they are ways that Salesforce CDP can help the organization in this scenario. Salesforce CDP can ingest customer data from each system and use matching rules to find records representing the same person, uniting them under a Unified Individual. This creates a single view of the customer across all systems and channels. Salesforce CDP can also power experiences through other channels like Marketing Cloud Engagement by activating customer segments. This enables personalized and targeted marketing campaigns based on customer data and behavior.
References: https://www.salesforce.com/products/customer-data-platform/overview/
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
C
Explanation:
✑ C is correct because Marketing Cloud Connect uses the SOAP API to integrate multiple business units in Marketing Cloud with Salesforce core orgs. The SOAP API enables data synchronization, triggered sends, journey builder integrations, and tracking data.
✑ A is incorrect because the Tooling API is used to create and modify metadata in Salesforce core orgs, such as custom objects, fields, workflows, etc. It is not used for Marketing Cloud Connect integration.
✑ B is incorrect because the REST API is used to access resources in Marketing Cloud, such as contacts, content, campaigns, etc. It is not used for Marketing Cloud Connect integration.
✑ D is incorrect because the Streaming API is used to receive notifications of data changes in Salesforce core orgs, such as record updates, deletes, etc. It is not used for Marketing Cloud Connect integration.
References:
✑ : https://developer.salesforce.com/docs/atlas.en-us.mc-apis.meta/mc-apis/index-api.htm
✑ : https://developer.salesforce.com/docs/atlas.en-us.api_tooling.meta/api_tooling/intro_api_tooling.htm
✑ : https://developer.salesforce.com/docs/atlas.en-us.mc-apis.meta/mc-apis/index-api.htm
✑ : https://developer.salesforce.com/docs/atlas.en-us.api_streaming.meta/api_streaming/intro_stream.htm
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.
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
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.
B
Explanation:
Marketing Cloud treats leads and contacts as separate records, even if they have the same email address. This means that syncing leads from Sales Cloud to Marketing Cloud can create duplicate contacts and increase the contact count and billing. To avoid this, the marketing team should consider using contacts only or converting leads to contacts before syncing them to Marketing Cloud.
References: https://help.salesforce.com/s/articleView?id=sf.mc_co_sync_leads_and_contacts.htm&type=5
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.
D
Explanation:
This answer is correct because it aligns with the executive team’s request to see the benefits and return on investment sooner than three years. A multi-phased approach allows for incremental delivery of functionality across all clouds, which can provide value to the business and customers faster and more frequently.
References: https://trailhead.salesforce.com/en/content/learn/modules/solution-design/solution-design-process
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
B
Explanation:
Request and reply is an integration pattern that allows a system to send a message to another system and wait for a response. This pattern is suitable for scenarios where the sender needs to receive an immediate confirmation or acknowledgment from the receiver. In this case, B2C Commerce needs to receive the order number and status from the ERP system after sending the order details.
References:
✑ https://architect.salesforce.com/design/integration-patterns-and-practices/request-and-reply/
✑ https://documentation.b2c.commercecloud.salesforce.com/DOC1/topic/com.demandware.dochelp/OrderManagement/OrderManagementOverview.html
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
A,C
Explanation:
Digital Engagement is a set of features in Service Cloud that enables agents to communicate with customers using social messaging channels such as Facebook, WhatsApp, and SMS.
To justify the recommendation of implementing Digital Engagement, a Solution Architect can use the following reasons:
✑ Mobile Connect lacks integration with the service agent console without Digital Engagement. Mobile Connect is a feature in Marketing Cloud that allows sending and receiving SMS messages. However, without Digital Engagement, Mobile Connect messages cannot be handled by Service Cloud agents in the service console or omnichannel routing.
✑ Social Studio does not support 1:1 messaging on the apps listed in the scenario. Social Studio is a feature in Marketing Cloud that allows listening and engaging with customers on social media platforms. However, Social Studio does not support direct messaging on Facebook or WhatsApp, which are popular social messaging channels.
Option B is incorrect because Mobile Connect supports outbound messaging in more than 200 countries. Option D is incorrect because Social Studio can respond to public posts or comments on social media platforms.
References:
✑ https://help.salesforce.com/s/articleView?id=sf.service_digital_overview.htm&type =5
✑ https://help.salesforce.com/s/articleView?id=sf.mc_moc_mobileconnect.htm&type= 5
✑ https://help.salesforce.com/s/articleView?id=sf.mc_moc_supported_countries.htm &type=5
✑ https://help.salesforce.com/s/articleView?id=sf.mc_ss_social_studio_overview.htm &type=5
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.
B
Explanation:
✑ 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. htm&type=5
✑ : https://documentation.b2c.commercecloud.salesforce.com/DOC1/topic/com.demandware.dochelp/content/b2c_commerce/topics/coupons/b2c_creating_coupon_co des.html
✑ : https://help.salesforce.com/s/articleView?id=sf.mc_co_abandoned_cart_journey.ht m&type=5
✑ : https://help.salesforce.com/s/articleView?id=sf.mc_es_email_tracking_metrics.htm &type=5
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
A,C
Explanation:
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. htm&type=5
✑ https://help.salesforce.com/s/articleView?id=sf.mc_co_tokenized_sending.htm&typ e=0
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.
A,D
Explanation:
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.htm&type=5
https://help.salesforce.com/s/articleView?id=sf.b2c_commerce_service_cloud_integration.htm&type=5
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. 3
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
A
Explanation:
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/
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
Explanation:
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.htm&language=en_US&type=5
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
A,D
Explanation:
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_pract ices.htm&type=5
✑ https://help.salesforce.com/s/articleView?id=sf.mc_co_subscriber_key.htm&type=5
✑ https://help.salesforce.com/s/articleView?id=sf.mc_co_web_to_lead.htm&type=5
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.
C,D
Explanation:
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.htm&type=5
✑ https://help.salesforce.com/s/articleView?id=sf.mc_co_implement_marketing_cloud_connect.htm&type=5
✑ https://help.salesforce.com/s/articleView?id=sf.b2c_commerce_integration.htm&ty pe=5
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.
A,D
Explanation:
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.htm&type=5
✑ https://help.salesforce.com/s/articleView?id=sf.mc_co_order_confirmation_email.htm&type=5
✑ https://help.salesforce.com/s/articleView?id=sf.mc_co_shipping_methods_data_extension.htm&type=5
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.
A,B,E
Explanation:
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.htm&t ype=5
✑ https://help.salesforce.com/s/articleView?id=sf.icx_b2c_order_on_behalf_of_permissions.htm&type=5
✑ https://help.salesforce.com/s/articleView?id=sf.icx_b2c_order_on_behalf_of_limitations.htm&type=5
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
B
Explanation:
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.
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.
B,D
Explanation:
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.htm&type=5
✑ https://help.salesforce.com/s/articleView?id=sf.mc_co_unsubscribes_and_subscribers.htm&type=5
✑ https://help.salesforce.com/s/articleView?id=sf.mc_co_create_a_custom_profile_center.htm&type=5
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 Customer No and Customer ID
- D . Send the Marketing Cloud Subscriber Key to Service Cloud and B2C Commerce to be held for reference.
A,C
Explanation:
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.htm&type=5
✑ https://help.salesforce.com/s/articleView?id=sf.mc_co_data_integration_best_practices.htm&type=5
✑ https://www.salesforce.com/in/blog/2020/04/what-is-salesforce-customer-360.html
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
Explanation:
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.htm&type =5
✑ https://help.salesforce.com/s/articleView?id=sf.b2c_commerce_link.htm&type=5
✑ https://help.salesforce.com/s/articleView?id=sf.b2c_commerce_sfra.htm&type=5
✑ https://www.salesforce.com/products/platform/overview/
✑ https://www.mulesoft.com/platform/enterprise-integration
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
A
Explanation:
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.htm&type=5
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
A,D
Explanation:
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.htm&type=5