Salesforce Salesforce Certifications B2C-SOLUTION-ARCHITECT Questions & Answers

• Question 1:

  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.

  Correct Answer: ABC

  Salesforce Order Management is a product that allows managing orders across different channels and systems. To migrate the existing in-house order management solution to the Salesforce Order Management product, the following actions should be taken: Configure data extensions and triggered sends in Marketing Cloud to support transactional emails for ordering scenarios. Data extensions are tables that store data in Marketing Cloud, and triggered sends are email messages that are sent automatically based on an external event. Data extensions and triggered sends can be used to store order data and send order confirmation, shipment notification, or cancellation emails to customers. Modify the Service Cloud Connector implementation to remove potentially conflicting features with the Order Management Connector. The Service Cloud Connector is a cartridge that enables integration between B2C Commerce and Service Cloud. The Order Management Connector is a cartridge that enables integration between B2C Commerce and Salesforce Order Management. Some features of the Service Cloud Connector, such as order history or order cancellation, may conflict with the Order Management Connector, so they should be removed or disabled. Integrate Salesforce Order Management to B2C Commerce for order history and user self service. This integration allows customers to view their order history and status, track their shipments, cancel their orders, or initiate returns on the B2C Commerce storefront. This integration also allows agents to view and manage orders in Service Cloud. Option D is incorrect because migrating subscriber keys in Marketing Cloud to a new Order Management customer identifier is not necessary or recommended. Option E is incorrect because replacing the Service Cloud Connector with an Order Management Connector for B2C Commerce is not possible or advisable.

  References: https://help.salesforce.com/s/articleView?id=sf.order_overview.htmandtype=5 https://help.salesforce.com/s/articleView?id=sf.mc_co_transactional_messaging.htmandtype=5 https://documentation.b2c.commercecloud.salesforce.com/DOC1/topic/com.demandware.dochelp/OrderManagement/OrderManagementOverview.html https://documentation.b2c.commercecloud.salesforce.com/DOC1/topic/com.demandware.dochelp/OrderManagement/OrderManagementConnector.html

• Question 2:

  Universal Containers (UC) is in the process of implementing a B2C Commerce site for their storefront, and Experience Cloud for their support and help desk. UC wants to ensure that there is a single login and data experience between the two sites while also being relatively seamless.

  Given the need for a single login experience, what should the primary system be for all authentication?

  A. Salesforce Identity

  B. B2C Commerce

  C. Service Cloud

  D. Experience Cloud

  Correct Answer: A

  This answer is correct because it is the primary system that should be used for all authentication between B2C Commerce site and Experience Cloud site. Salesforce Identity can act as an identity provider (IDP) for both B2C Commerce and

  Experience Cloud, and it can provide a single login and data experience between the two sites. Salesforce Identity can also store customer profile data in a single place and sync it across systems.

  References:

  https://help.salesforce.com/s/articleView?id=sf.b2c_commerce_service_cloud_integration.htmandtype=5

• Question 3:

  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 the

  coupon 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 2 answers

  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.

  Correct Answer: AD

  A. A service definition in B2C Commerce is a configuration that defines how B2C Commerce communicates with an external system, such as Marketing Cloud. By creating a service definition that points to Marketing Cloud's REST API, the company can enable B2C Commerce to call Marketing Cloud's endpoints for various purposes, such as triggering journeys or updating contact data. D. After purchase, the company can use the B2C Commerce service definition to send redemption data to Marketing Cloud using the REST API. This data can include the coupon code, the journey ID, and the contact key. Marketing Cloud can use this data to update the contact's journey status and stop sending reminder emails. References: https://developer.salesforce.com/docs/commerce/sfra/marketing-cloud/marketing-cloud-integration https://developer.salesforce.com/docs/commerce/sfra/marketing-cloud/transactional-messaging-api

• Question 4:

  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

  Correct Answer: AD

  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 .

• Question 5:

  Universal Containers (UC) Is planning a campaign for its newly-launched product categories. They have already run similar campaigns in the past and want to cross-sell this new product to their existing customers. To achieve this, they are creating customer group segments using its e-commerce strategies while adhering to the current customer's compliance preferences for previous campaigns.

  Which two products should a Solution Architect include in the architecture to meet UC's needs?

  A. Marketing Cloud and B2C Commerce

  B. Marketing Cloud and Service Cloud

  C. Marketing Cloud and Sales Cloud

  D. Service Cloud and B2C Commerce

  Correct Answer: A

  Marketing Cloud and B2C Commerce are the two products that a Solution Architect should include in the architecture to meet UC's needs. Marketing Cloud allows UC to create customer group segments using its e-commerce data and send personalized messages across channels, while adhering to the current customer's compliance preferences for previous campaigns. B2C Commerce enables UC to cross-sell its new product categories on its online storefront and provide a seamless shopping experience for its customers.

• Question 6:

  Refer to the exhibit.

  

  A beauty 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 where beauty insiders can view how-to videos, share tips, and favorite products. As part of the overall solution, the beauty brand is going to implement 82C Commerce, Experience Cloud, and Salesforce Identity.

  Each beauty insider can store and update important profile and commerce information like email, phone number, beauty preferences, and saved addresses.

  Which application should a Solution Architect recommend to set up the primary profile after reviewing the workflow and attempting to minimize migration of customer profile data?

  A. Salesforce Identity

  B. Service Cloud

  C. Experience Cloud

  D. B2C Commerce

  Correct Answer: D

  Option D is correct because B2C Commerce should be the system of record for the primary profile after reviewing the workflow and attempting to minimize migration of customer profile data. B2C Commerce is the first point of contact for customers who register an account before making their first purchase, and it can store and update important profile and commerce information like email, phone number, beauty preferences, and saved addresses. B2C Commerce can also integrate with Experience Cloud and Salesforce Identity to provide a consistent and secure user experience across the social community and the ecommerce site. Option A is incorrect because Salesforce Identity should not be the system of record for the primary profile after reviewing the workflow and attempting to minimize migration of customer profile data. Salesforce Identity is mainly used for authentication and identity management purposes, not for storing and updating customer profile and commerce information. Salesforce Identity can also integrate with Experience Cloud and B2C Commerce to provide a single sign-on (SSO) experience for customers across the social community and the ecommerce site. Option B is incorrect because Address book should not be the system of record for the primary profile after reviewing the workflow and attempting to minimize migration of customer profile data. Address book is not a system or an application, but rather a feature or a data element that can be stored and updated in B2C Commerce or other Salesforce clouds. Option C is incorrect because Wishlist should not be the system of record for the primary profile after reviewing the workflow and attempting to minimize migration of customer profile data. Wishlist is not a system or an application, but rather a feature or a data element that can be stored and updated in B2C Commerce or other Salesforce clouds. References: [Get Started with B2C Solution Architect Cert Prep - Trailhead] [Certification - B2C Solution Architect - Trailhead] B2C Solution Architect Certification Guide | Salesforce Ben

• Question 7:

  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 component SKUs must be sent to the Order Management System in the resulting commerce order.

  Which two solutions would allow the merchant to make this custom product experience available in Service Cloud to support the customer service rep purchasing and feature review? Choose 2 answers

  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.

  Correct Answer: CD

  C. Hooks are a way to extend the existing OCAPI endpoints with custom logic and data. By using hooks, the merchant can add additional information about the custom product options and component availability to the OCAPI product endpoint, which can be consumed by Service Cloud to display the custom product experience. D. CSR Order on Behalf Of is a feature that allows a CSR to access the existing B2C Commerce storefront as a customer and perform actions on their behalf, such as making purchases or reviewing custom products. This feature can be enabled in Service Cloud using the Commerce Cloud Connector. References: https://documentation.b2c.commercecloud.salesforce.com/DOC1/topic/com.demandware.d ochelp/OCAPI/current/usage/Hooks.html https://documentation.b2c.commercecloud.salesforce.com/DOC1/topic/com.demandware.d ochelp/OrderManagement/CSR/CSRorderonbehalfof.html

• Question 8:

  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.

  Correct Answer: D

  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

• Question 9:

  When integrating B2C Commerce with Marketing Cloud, which data extension type should be used to store order and product records in Marketing Cloud?

  A. Transactional Data Extension

  B. Standard Data Extension

  C. Synchronized Data Extension

  D. Sendable Data Extension

  Correct Answer: B

  A standard data extension is a type of data extension that can store any type of data in Marketing Cloud, including order and product records from B2C Commerce. A standard data extension can be created manually or imported from an external source, such as B2C Commerce. A standard data extension can also be used for segmentation, personalization, and reporting in Marketing Cloud. References: https://help.salesforce.com/s/articleView?id=sf.mc_es_data_extensions.htmandtype=5 https://help.salesforce.com/s/articleView?id=sf.mc_co_data_integration_with_commerce_cloud.htmandtype=5

• Question 10:

  A telecommunications company is implementing Service Cloud and Experience Cloud with a goal to have a single view of their customers. Current system limitations have resulted in many duplicate and incomplete customer records with inadequate data quality in the millions of records. They want this issue remediated when migrating the data to Service Cloud and Experience Cloud.

  Which two activities and tools should a Solution Architect recommend to address these concerns when planning the data migration activity and assure it is completed in a timely manner?

  Choose 2 answers

  A. Q Duplicate Management in Salesforce can be used to identify and manage duplicate records.

  B. Use an ETL tool with a staging database in order to run data cleansing tools to obtain a clean data set.

  C. Iteratively test smaller loads against a developer or partial copy sandbox and the full load against a full copy sandbox.

  D. Iteratively test smaller loads against a developer sandbox and the full load against a partial copy sandbox.

  Correct Answer: BC

  B. An ETL (Extract, Transform, Load) tool is a software that can help extract data from multiple sources, transform it according to business rules, and load it into a target destination, such as Salesforce. An ETL tool can also help run data cleansing tools, such as deduplication, validation, standardization, and enrichment, to obtain a clean data set before migrating it to Salesforce. C. Iteratively testing smaller loads against a developer or partial copy sandbox and the full load against a full copy sandbox can help ensure the data migration is successful and error-free. A developer or partial copy sandbox can be used for testing the data quality, mapping, and transformation rules, while a full copy sandbox can be used for testing the performance, scalability, and integrity of the data migration. References: https://trailhead.salesforce.com/en/content/learn/modules/data-management-basics/data-management-basics-migrate https://help.salesforce.com/s/articleView?id=sf.data_sandbox_create.htmandtype=5