QUESTION: 33

Northern Trail Outfitters (NTO) is at the beginning of an implementation of B2C Commerce and is now discussing the communication flow. They are designing the flows between systems to send password resets via email when a new account is created in B2C Commerce or the email address is updated.

Considering NTO also uses Service Cloud and Marketing Cloud, which feature should a Solution Architect suggest to optimize the end-customer experience while also ensuring that tracking is visible to service agents?

Service Cloud Email Service
Marketing Cloud Journey Event
Marketing Cloud Triggered Send
Commerce Cloud Email Service

Answer(s): C

Explanation:

C is correct because Marketing Cloud Triggered Send is a feature that allows sending personalized emails based on events or actions in another system, such as B2C Commerce. Triggered Send can be used to send password reset emails when a new account is created or the email address is updated in B2C Commerce. Triggered Send also tracks email open and forward count in Marketing Cloud. To disable the coupon code after a single use, B2C Commerce can use coupon code restrictions based on redemption count.

A is incorrect because Service Cloud Email Service is a feature that allows receiving and processing inbound emails from customers in Service Cloud. It is not used to send password reset emails or track email open and forward count.

B is incorrect because Marketing Cloud Journey Event is a feature that allows triggering journeys based on events or actions in another system, such as B2C Commerce. Journey Event can be used to send password reset emails, but it is more suitable for complex or multi-step customer interactions, such as welcome series or re-engagement campaigns. Triggered Send is more efficient and simpler for single-step interactions, such as password reset.

D is incorrect because Commerce Cloud Email Service is a feature that allows sending transactional emails from B2C Commerce, such as order confirmation or shipping notification. It is not used to send password reset emails or track email open and forward count.

Reference:

https://help.salesforce.com/s/articleView?id=sf.mc_co_triggered_email_sends.htm&type=5

https://help.salesforce.com/s/articleView?id=sf.mc_es_triggered_send_definition.htm&type=5

https://documentation.b2c.commercecloud.salesforce.com/DOC1/topic/com.demandware.dochelp/ content/b2c_commerce/topics/coupons/b2c_coupon_code_restrictions.html

https://help.salesforce.com/s/articleView?id=sf.email_services.htm&type=5

https://help.salesforce.com/s/articleView?id=sf.mc_jb_journey_events.htm&type=5

https://documentation.b2c.commercecloud.salesforce.com/DOC1/topic/com.demandware.dochelp/ OrderManagement/EmailService.html

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QUESTION: 34

A company wants to send a coupon code to VIP customers who have abandoned their cart. The company also wants to track email open and forward count, as well as disable the coupon code after a single use.

Which set of platforms and native services should a Solution Architect recommend to satisfy these requirements?

Service Cloud for customer segmentation; third-party service for creation of coupon codes; B2C Commerce and Marketing Cloud functionalities to send abandoned cart emails; Service Cloud to track email opens and forwards.
Marketing Cloud for customer segmentation; B2C Commerce for creation of coupon codes; B2C Commerce and Marketing Cloud functionalities to send abandoned cart emails; Marketing Cloud to track email opens and forwards.
B2C Commerce for customer segmentation; Service Cloud for creation of coupon codes; B2C Commerce and Marketing Cloud functionalities to send abandoned cart emails; Service Cloud to track email opens and forwards.
Marketing Cloud for customer segmentation; Service Cloud for creation of coupon codes; B2C Commerce to send abandoned cart emails; Tableau CRM to track email opens and forwards.

Answer(s): B

Explanation:

B is correct because Marketing Cloud can be used for customer segmentation based on VIP status and cart abandonment behavior. B2C Commerce can be used for creation of coupon codes using promotion rules and coupon code restrictions. B2C Commerce and Marketing Cloud functionalities can be used to send abandoned cart emails using the Marketing Cloud Connector cartridge and the Abandoned Cart Journey template. Marketing Cloud can track email open and forward count using tracking metrics.

A is incorrect because Service Cloud is not used for customer segmentation or creation of coupon codes. Service Cloud is used for customer service and case management.

C is incorrect because B2C Commerce is not used for customer segmentation or creation of coupon codes. B2C Commerce is used for online shopping and order management.

D is incorrect because Tableau CRM is not used to track email open and forward count. Tableau CRM is used for data analysis and visualization.

Reference:

https://help.salesforce.com/s/articleView?id=sf.mc_co_create_audience_segment.htm&type=5

https://documentation.b2c.commercecloud.salesforce.com/DOC1/topic/com.demandware.dochelp/ content/b2c_commerce/topics/coupons/b2c_creating_coupon_codes.html

https://help.salesforce.com/s/articleView?id=sf.mc_co_abandoned_cart_journey.htm&type=5

https://help.salesforce.com/s/articleView?id=sf.mc_es_email_tracking_metrics.htm&type=5

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QUESTION: 35

A company wants to integrate B2C Commerce and Marketing Cloud so that customers shopping online can be segmented for marketing campaigns like Abandoned Cart and Post Purchase Journeys.

Which two actions are needed to enable an Abandoned Cart Journey?

Choose 2 answers

Integrate product, order, and customer data feeds into Marketing Cloud Data Extensions
Integrate product, order, and customer data feeds into Service Cloud objects
Use Mulesoft to bring order and customer data feeds from B2C Commerce to Marketing Cloud
Implement the Marketing Cloud coilect.js through the storefront by using the Connector's reference implementation

Answer(s): A,D

Explanation:

A is correct because integrating product, order, and customer data feeds into Marketing Cloud Data Extensions is a prerequisite for enabling an Abandoned Cart Journey. Data Extensions are tables that store data in Marketing Cloud and can be used to define audience segments and personalize messages.

D is correct because implementing the Marketing Cloud collect.js through the storefront by using the Connector's reference implementation is a prerequisite for enabling an Abandoned Cart Journey. The collect.js script tracks customer behavior on the storefront and sends data to Marketing Cloud using the Connector cartridge.

B is incorrect because integrating product, order, and customer data feeds into Service Cloud objects is not needed for enabling an Abandoned Cart Journey. Service Cloud objects are used to store data in Service Cloud and can be used to manage customer service cases and interactions.

C is incorrect because using Mulesoft to bring order and customer data feeds from B2C Commerce to Marketing Cloud is not needed for enabling an Abandoned Cart Journey. Mulesoft is a platform that provides integration solutions for various systems and applications.

Reference:

https://help.salesforce.com/s/articleView?id=sf.mc_co_data_integration.htm&type=5

https://help.salesforce.com/s/articleView?id=sf.mc_co_web_and_mobile_analytics_tracking.htm&t ype=5

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QUESTION: 36

A company is using both Service Cloud and B2C Commerce but they are not using Mulesoft or any other integration middleware and do not plan on adding that in the near future. However, there is a need to keep customer records in sync across both Service Cloud and B2C Commerce.
When a change to the customer record in Service Cloud takes place, such as an updated customer name, the same customer record should be updated in B2C Commerce. Assume that there is a common ID that uniquely identifies the customer across the two systems.

How should a Solution Architect deliver the desired functionality?

Send a platform event from Service Cloud and subscribe to the platform event in B2C Commerce using the built-in functionality
Develop a custom solution in Service Cloud to consume and communicate with B2C Commerce APIs
Send an Outbound Message from Service Cloud and catch and handle the Outbound Message using the B2C Commerce APIs
Use change data capture to send a message from Service Cloud and catch and handle the message using B2C Commerce Service Cloud Connector

Answer(s): B

Explanation:

A custom solution in Service Cloud can use Apex or Lightning Web Components to call the B2C Commerce APIs and update the customer records in B2C Commerce. This option provides the most flexibility and control over the integration logic and error handling. Platform events, outbound messages, and change data capture are not supported by B2C Commerce out of the box, so they would require additional development or middleware to handle them.

Reference:

https://developer.salesforce.com/docs/atlas.en-
us.apexcode.meta/apexcode/apex_rest_code_sample_basic.htm https://developer.salesforce.com/docs/component-
library/documentation/en/lwc/lwc.data_wire_example https://documentation.b2c.commercecloud.salesforce.com/DOC1/index.jsp?topic=%2Fcom.demand ware.dochelp%2FOCAPI%2Fcurrent%2Fusage%2FRESTAPIs.html

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