B2C Solution Architect V1

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.

View Answer

Answer: 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

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

View Answer

Answer: 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

View Answer

Answer: 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.

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.

View Answer

Answer: 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

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.

View Answer

Answer: 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

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

View Answer

Answer: 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.

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

View Answer

Answer: 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

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.

View Answer

Answer: 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.

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.

View Answer

Answer: 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

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.

View Answer

Answer: 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.