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Viewing questions 11-20 out of questions

Questions # 11:

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?

Options:

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.

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.

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.

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.

Questions # 12:

A merchant has a requirement to engage customers with a series of promotional messaging including a coupon offer generated in B2C

Commerce. Reminder emails are sent to those customers who have not redeemed the coupon 10 and 2 days before its expiration.

Which three elements are required to support this scenario?

Choose 3 answers

Options:

Marketing Cloud Connect for Service to Marketing Cloud

B2C Commerce cartridge to call Marketing Cloud APIs

Service Cloud for support of coupons and redemption management

Marketing Cloud Installed Package

82C Commerce storefront

Questions # 13:

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

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

Options:

Add the Journey Membership Lightning component from the Marketing Cloud Connect Managed Package to the Contact Page Layout.

Schedule a batch job in Salesforce to query Marketing Cloud for the contact membership status of all contacts in Journeys on a regular basis (for example, once per hour) and write this to the Contact record.

Develop a custom Lightning web component in Salesforce to query Marketing Cloud in real time to get Contact Journey membership.

Create a multi-select picklist on the contact record, and use the out-of-the-box Contact Update activities in Journey Builder to add or remove the name of the journey as they enter and exit.

Questions # 14:

Refer to the image below:

Question # 14

A 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 portal. They are going to implement B2C Commerce, Experience Cloud, and Salesforce Identity.

After reviewing the workflow, which system should a Solution Architect recommend to use as a primary authentication method while attempting to minimize migration of customer profile data?

Options:

Salesforce Core Platform/Identity

Salesforce CDP

Salesforce Marketing Cloud

Salesforce B2C Commerce

Questions # 15:

A company uses PersonAccounts to store customer information in Sales Cloud and now wants to map its customer records in Marketing Cloud.

What should a Solution Architect recommend?

Options:

Sync Account object using PersonContactId to access the Contact.

Sync Account object using PersonSubscriberld to access the Contact.

Sync Contact object using PersonAccountld to access the Account.

Sync Contact object using PersenSubscriberld to access the Account.

Questions # 16:

Northern Trail Outfitters (NTO) is a clothing and outdoor specialist retailer. NTO has had success with its B2C store using B2C Commerce,

supported by Service Cloud and Marketing Cloud for customer service and email campaigns, respectively. Now, NTO wants to increase its revenue by making personalized product recommendations using Einstein Web & Email Recommendations in Marketing Cloud. These recommendations should be consistent across email, storefront, and service console.

Which two things should a Solution Architect consider before recommending this approach?

Choose 2 answers

Options:

The service console will need a customized Lightning component to display the recommendations,

Product Catalogs can be configured natively to sync from B2C Commerce to Marketing Cloud using a point and click configuration.

Each storefront should be linked to its own Marketing Cloud Business Unit to ensure relevant recommendations.

Email should be used as the unique identifier since B2C Commerce and Service Cloud may not have the Marketing Cloud Contact Key.

Questions # 17:

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

Options:

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.

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.

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.

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.

Questions # 18:

Universal Containers (UC) uses B2C Commerce, Marketing Cloud, and Salesforce OMS for their online sales capabilities. Given recent logistics constraints and challenges, many customers are asking UC for the ability to make their purchases online but pick them up at a local store or location (BOPIS).

Which consideration should a Solution Architect keep in mind when designing a solution for UC that would allow for this functionality?

Options:

Manage inventory data inside of Salesforce OMS so it is easier to parse by store.

Manage B2C Commerce geolocation data for stores on an order by order basis.

Manage inventory data inside of B2C Commerce so it is easier to parse by store.

Marketing Cloud Mobile Push is required for this solution and must be enabled.

Questions # 19:

Universal Containers (UC) is sending Invoice data from an external ERP system into their Salesforce org. Management is worried about data storage in their org, and after some analyses, they have identified the ERP Invoice records responsible for over 40% of the data storage. Their current business process does not require a Salesforce user to edit these records, so they can be read-only.

What recommendation should a Solution Architect make in order to reduce the storage size in Salesforce and still be able to access the ERP Invoice records in Salesforce?

Options:

Use Change Data Capture to sync Invoice records

Build a custom solution to view the ERP Invoice records in Salesforce

Use Platform Events to sync Invoice record changes

Use Salesforce Connect/External Objects (with custom Apex adapters)

Questions # 20:

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

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

Choose 2 answers