Latest Salesforce B2C Solution Architect Free Exam Questions

Question #1

How can a multi-cloud strategy and implementation approach be used to create custom personalized experiences that utilize the power of the Customer Data Platform?

A. By using Salesforce Marketing Cloud for email campaigns

B. By using Salesforce Commerce Cloud for purchasing and service

C. By using Salesforce Service Cloud for customer support

D. By integrating multiple Salesforce clouds and third-party systems to collect, analyze and act on customer data

View answer

Correct Answer: D

Question #2

A multi-brand company uses B2C Commerce, Service Cloud, and Marketing Cloud and is seeking an order management solution. They process 2,000 orders per hour across their brands. The company has one B2C Commerce realm, two Salesforce core orgs, and two Marketing Cloud business units. The company is choosing between these three options for an order management tool: ? Build an order management solution in B2C Commerce using order management APIs ? Purchase Salesforce Order Management ? Build a custom order mana

A. Salesforce Order Management synchronizes orders to and from B2C Commerce, which essentially replaces the Service Cloud Connector

B. B2C Commerce order management does not support complex or advanced use cases

C. The existing Service Cloud implementation team could extend the Salesforce Order Management product to the existing org

D. Salesforce Order Management is a productized connector solution between B2C Commerce and Service Cloud; orders will be synchronized from the client B2C Commerce realm to multiple Salesforce Orgs without the need for customization

E. Salesforce Order Management shares the same database with Service Cloud while other solutions need to build additional integration

View answer

Correct Answer: BCD

Question #3

An organization chosea multi-cloud solution that Is comprised of Service Cloud and B2C Commerce. The organization now wants to ensure that the theme of Its self-service portal Is consistent with the theme of its B2C Commerce storefront. How should a Solution Architect ensurethat this requirement Is met?

A. Set the value of the Style Sheet URL setting to match the publicly-accessible URL of the style sheet the organization wants to use

B. Set the value of the Portal Theme URL setting to match the publicly-accessible URL of the style sheet the organization wants to use

C. Copy any relevant

D. Make a copy of the appropriate

View answer

Correct Answer: D

Question #4

A company uses Salesforce to store accounts and contacts. All users have switched to the Lightning Experience user interface. The Account Hierarchy feature is used extensively to relate companies to their subsidiaries. A Solution Architect finds that the data migration process is creating duplicate contacts with different primary accounts.Which two options can the Solution Architect use to ensure that there is only a single contact for a particular person across all the subsidiaries of a company?

A. Enable Contact to Multiple Accounts

B. Duplicate Matching Rules

C. Lightning Data Services

D. Customer Data Platform

View answer

Correct Answer: AB

Question #5

A company wants to integrate B2C Commerce and Service Cloud with Order Management so that customers who are shopping online can receive support from service agents during returns, exchanges, and payments. The company wants to send order and transaction information to Service Cloud so that agents have the most up-to-date information when providing service to customers.What capabilities of a B2C Commerce and Service Cloud integration can a service agent benefit from most?

A. Service agents leverage order cancellation but only with custom development

B. Service agents leverage products, catalog, and inventory information directly in Service Cloud

C. Service agents leverage order line items, shipment, and payment information in Service Cloud

D. Service agents leverage the entire case history inside of B2C Commerce

View answer

Correct Answer: C

Question #6

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 Contactcorrect

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

View answer

Correct Answer: A

Question #7

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 Engagementcorrect

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 scenariocorrect

D. Social Studio is limited to listening to social channel and not responding

View answer

Correct Answer: AC

Question #8

A merchant using B2C Commerce and Service Cloud has a requirement for service agents to order products on behalf of shoppers. In the envisioned scenario, a shopper contacts the service center with an order request, the agent uses the Service Console to find the shopper's account, and initiate an order on behalf of the shopper using payment information provided by the shopper. The merchant is considering the B2C Commerce - Service Cloud Connector for this implementation.Which three considerations should a So

A. Guests or anonymous storefront shoppers are not supported in this scenario

B. B2C Commerce needs to be registered as a remote site

C. Service agents need a corresponding storefront login mapped to their Service Cloud user record

D. The Service Cloud Connector only supports Person Accounts as a customer model

E. The Service Cloud Connector only supports contacts as a customer model

View answer

Correct Answer: ACD

Question #9

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)correct

B. Shipping address

C. Payment methods

D. Communication preferences

View answer

Correct Answer: A

Question #10

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

View answer

Correct Answer: A

Question #11

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

View answer

Correct Answer: BC

Question #12

What is the purpose of gathering requirements in customer engagement?

A. To design the solution

B. To document the plan

C. To identify the customer's needs

D. To create an agenda

View answer

Correct Answer: C

Question #13

A company needs to have specific fields encrypted in the user interface on the contact record in Service Cloud as well as on some fields in data extensions that exist only in the Marketing Cloud. The merchant believes that Salesforce Shield Encryption is a suitable solution. Which two considerations are relevant for the merchant when determining an appropriate solution? Choose 2 answers

A. With Shield, encrypted fields are not visible to the user, but there are no other feature impacts

B. With Shield, encrypted fields cannot be used to filter or sort in Process Builder and Flow Builder

C. Field-Level Encryption is also required on Marketing Cloud to encrypt the custom fields

D. Shield encryption can be done on any standard or custom field on all field types, but cannot be set to encrypt those fields in Marketing Cloud

View answer

Correct Answer: BD

Question #14

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 thecoupon 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

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

View answer

Correct Answer: ADA

Question #15

A company currently uses B2C Commerce and Service Cloud for one of its storefronts. They are now considering implementing the 'Order on Behalf of flow. Which consideration must a Solution Architect keep in mind while implementing the 'Order on Behalf of flow?

A. The Service Cloud Connector is not available for guests or anonymous storefront shoppers

B. The Service Cloud Connector enables data synchronization through SOAP services using Service Cloud and B2C Commerce

C. The Service Cloud Connector does not require B2C Commerce to be registered as a remote site as long as the Service Cloud org and B2C Commerce realm are in the same geographic region

D. The Service Cloud Connector can work with any valid Service Cloud user

View answer

Correct Answer: C

Question #16

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 contactcorrect

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

Correct Answer: ADE

Question #17

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 Clou

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

View answer

Correct Answer: B

Question #18

A company wants to use the Satesforce Platform to enable personalized l-l marketing, an online ordering platform, and a customer-centric support solution for their service agents. The goal of the company is to provide an end-to-end customer centric and personalized experience.What is an example artifact that can be used to ensure the company understands the systems involved in the solution'

A. Journey map

B. Product backlog

C. Reference architecture

D. Storefront wireframesThis answer is correct because a reference architecture is an example artifact that can be used to ensure the company understands the systems involved in the solution

View answer

Correct Answer: C

Question #19

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

View answer

Correct Answer: ABC

Question #20

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 attributescorrect

B. All emails will need to be sent through Marketing Cloud or Marketing Cloud Connect to avoid disruptionscorrect

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

View answer

Correct Answer: AB

Question #21

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

Correct Answer: D

Question #22

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 Encryptioncorrect

View answer

Correct Answer: D

Question #23

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 flowcorrect

C. Order history

D. Customer product affinity

View answer

Correct Answer: B

Question #24

When considering standard Salesforce product capabilities, what should you keep in mind when selecting a product?

A. The business requirements

B. The popularity of the product

C. The cost of the product

D. The product's brand reputation

View answer

Correct Answer: A

Question #25

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

View answer

Correct Answer: D

Question #26

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 f

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

View answer

Correct Answer: AD

Question #27

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

D. Store primary attributes (name, address, birthday, phone, and email) about the customer in Service Cloud

View answer

Correct Answer: AD

Question #28

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

View answer

Correct Answer: ACD

Question #29

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

A. Capture and resolve tickets using the capabilities of Service Cloud

B. Capture and resolve tickets using the capabilities of Service Cloud

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

View answer

Correct Answer: A

Question #30

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 componen

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

View answer

Correct Answer: ACD

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