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

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

Answer: 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