B2C-SOLUTION-ARCHITECT Online Practice Questions and Answers

Correct Answer: A

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.htmandtype=5 https://help.salesforce.com/s/articleView?id=sf.mc_co_connect_multiple_salesforce_orgs.htmandtype=5

Correct Answer: A

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.htmandtype=5

2: https://help.salesforce.com/s/articleView?id=sf.identity_provider_saml.htmandtype=5

3: https://help.salesforce.com/s/articleView?id=sf.networks_templates_aloha.htmandtype=5

4.

https://help.salesforce.com/s/articleView?id=sf.security_authenticator_app.htmandtype=5

5.

https://help.salesforce.com/s/articleView?id=sf.remoteaccess_oauth_web_server_flow.htmandtype=5

Correct Answer: ACD

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.

Correct Answer: B

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

Correct Answer: BCD

B. Service Cloud should be implemented before Marketing Cloud to ensure that the Salesforce Contact IDs can be used in Marketing Cloud as unique identifiers. This allows for a consistent and unified view of the customer across the Salesforce products and avoids duplicate contacts in Marketing Cloud. C. Customer data from B2C Commerce and the legacy CRM should be deduplicated before being imported into Service Cloud. This ensures that there are no duplicate contacts in Service Cloud that could cause data quality issues or conflicts when syncing with Marketing Cloud. D. Custom development work is required to connect B2C Commerce to Marketing Cloud and use the Salesforce Contact ID. This involves creating a service definition in B2C Commerce that points to Marketing Cloud's REST API and passing the Salesforce Contact ID as the contact key when triggering journeys or updating contact data.

References: https://help.salesforce.com/s/articleView?id=sf.mc_co_subscriber_key_migration.htmandtype=5 https://developer.salesforce.com/docs/commerce/sfra/marketing-cloud/marketing-cloud-integration

Correct Answer: A

This answer is correct because the consent data model in Marketing Cloud allows for multiple contacts per individual customer, each with their own consent preferences for different brands. This enables consent-based marketing campaigns across multiple brands in a single org. References: https://help.salesforce.com/s/articleView?id=sf.mc_cab_consents.htmandtype=5

Correct Answer: ABD

A. Additional infrastructure (for example Heroku servers) may be required to host the application when using a headless approach. This can increase the complexity, cost, and maintenance of the solution. A Solution Architect should consider the trade-offs between flexibility and simplicity when choosing a headless approach. B. Features that are available by default in the Storefront Reference Architecture (SFRA) app will need to be custom built in custom frameworks when using a headless approach. This can increase the development time, effort, and risk of the solution. A Solution Architect should consider the benefits and drawbacks of using SFRA versus custom frameworks when choosing a headless approach.

D. Available Service, Marketing, and LINK accelerators may not work without modifications when using a headless approach. This can limit the integration capabilities and functionality of the solution. A Solution Architect should consider the compatibility and extensibility of the accelerators when choosing a headless approach. References: https://help.salesforce.com/s/articleView?id=sf.b2c_commerce_headless.htmandtype =5 https://help.salesforce.com/s/articleView?id=sf.b2c_commerce_sfra.htmandtype=5 https://help.salesforce.com/s/articleView?id=sf.b2c_commerce_link.htmandtype=5

Correct Answer: CD

Service Cloud is a product that allows managing customer service interactions across different channels and systems. To explain the value of Service Cloud to a retail company that currently uses B2C Commerce and Marketing Cloud, a

Solution Architect can discuss the following functionalities:

Ability to allow the agent to see purchase history to support case management. Service Cloud can integrate with B2C Commerce to display customer order history and details in the service console or omnichannel routing. This allows agents

to have a complete view of customer transactions and provide faster and more personalized service.

Ability to have a customer leave a journey when they have an escalated case. Service Cloud can integrate with Marketing Cloud to trigger customer journey changes based on case events. For example, if a customer has an escalated case,

Service Cloud can send a signal to Marketing Cloud to pause or exit the customer from a marketing journey, and resume or re-enter the customer when the case is resolved.

Option A is incorrect because Service Cloud does not provide the ability to create a B2C storefront using Digital Experiences. Digital Experiences is a feature of Experience Cloud that allows creating branded websites and portals for

customers, partners, or employees. Option B is incorrect because Service Cloud does not provide the ability to de-duplicate and create a single customer identity. This functionality can be achieved by using Customer 360 Data Manager or

other data integration tools.

References:

https://help.salesforce.com/s/articleView?id=sf.service_overview.htmandtype=5

https://help.salesforce.com/s/articleView?id=sf.icx_b2c_order_on_behalf_of.htmandtype=5

https://help.salesforce.com/s/articleView?id=sf.mc_co_journey_builder.htmandtype=

https://help.salesforce.com/s/articleView?id=sf.networks_overview.htmandtype=5

https://www.salesforce.com/in/blog/2020/04/what-is-salesforce-customer-360.html

Correct Answer: A

A connected B2C Solution approach is an approach that allows integrating B2C Commerce and Service Cloud to provide a seamless and omnichannel experience for customers across different touchpoints. A connected B2C Solution approach can provide various benefits, such as increased customer satisfaction, loyalty, retention, and revenue. To convince the company to shift to a connected B2C Solution approach, a Solution Architect should say the following: Agents will have easy access to customer data to provide a better service experience when customers call in. By integrating B2C Commerce and Service Cloud using features such as Service Cloud Connector or Salesforce Order Management, agents will be able to access customer and order information from B2C Commerce directly in Service Console without switching between multiple systems. This will enable agents to answer customer questions more quickly and accurately, resolve issues more efficiently, and offer personalized recommendations or solutions. Option B is incorrect because agents will not have a better interface using Service Cloud and B2C Commerce with Heroku. Heroku is a platform that allows building, running, and scaling custom web applications using various languages and frameworks. Heroku is not directly related to creating a connected B2C Solution approach, although it can be used to extend or customize the functionality of B2C Commerce or Service Cloud. Option C is incorrect because agents cannot utilize SSO to launch an `Order on Behalf of' storefront experience within the B2C Commerce UI. SSO is a feature that allows users to log in to multiple applications or systems with the same credentials. SSO does not enable launching an `Order on Behalf of' storefront experience within the B2C Commerce UI, which is a feature that allows agents to create orders on behalf of customers using the storefront login. To enable this feature, the company needs to use Service Cloud Connector or Salesforce Order Management to integrate B2C Commerce and Service Cloud. Option D is incorrect because agents' success rates will not be better measured after helping the company define ROI KPIs together. Although this is a possible benefit of shifting to a connected B2C Solution approach, it is not the most convincing or compelling one for the company's situation. The company's main pain point is the lack of systems and access to customer and order data, which affects their service quality and customer satisfaction. Therefore, the most convincing argument for shifting to a connected B2C Solution approach is how it can improve the service experience for both agents and customers by providing easy access to customer data. References: https://help.salesforce.com/s/articleView?id=sf.icx_b2c_overview.htmandtype=5 https://www.salesforce.com/products/commerce-cloud/ecommerce/order-management/ https://help.salesforce.com/s/articleView?id=sf.sso_about.htmandtype=5

Correct Answer: A

This answer is correct because it is a way to respond to the management team's request to help formulate a roadmap for these new capabilities using the relationship design process. The relationship design process is a method that centers

relationships as the building blocks of business and social value. It is based on four mindsets that can help design products and services from a place of compassion:

compassion, intention, courage, and reciprocity. By facilitating a workshop with the management team, applying the relationship design process, a Solution Architect can help create a roadmap that aligns with business objectives and builds

customer trust.

References: https://www.salesforce.com/blog/how-relationship-design-works/