QUESTION: 5

An organization that has B2C Commerce, Marketing Cloud, and Service Cloud has separate support teams that work with customers based on their tier level. Tier levels are based on the amount of money a customer spends. The organization wants incoming support cases to automatically route to the correct team based on their tier level.

Which two options should a Solution Architect configure to accomplish this?

Choose 2 answers

Service Cloud can be extended with customer flows and Lightning Web Components to create a separate support process specifically designed for customers that are attributed a tier level.
Tier levels must be calculated and attributed to customers in Marketing Cloud and then propagated to Service Cloud so that they can be used to inform how cases are routed to teams. Marketing Cloud must integrate with B2C Commerce to leverage purchase data necessary for these calculations.
Case routing can be configured by configuring Service Cloud's omni-channel routine feature to route cases to support teams based on the tier level of the customer submitting the case and the availability of agents supporting each tier level.
Tier levels must be calculated regularly and attributed to Contact records in Service Cloud so that the tier level can be leveraged by Service Cloud's omni-channel routing feature and synchronized back to B2C Commerce and Marketing Cloud.

Answer(s): C,D

Explanation:

C . Case routing can be configured by configuring Service Cloud's omni-channel routing feature to route cases to support teams based on the tier level of the customer submitting the case and the availability of agents supporting each tier level. This can help accomplish the goal by ensuring that cases are assigned to the most qualified and available agents based on predefined criteria and rules.
D . Tier levels must be calculated regularly and attributed to Contact records in Service Cloud so that the tier level can be leveraged by Service Cloud's omni-channel routing feature and synchronized back to B2C Commerce and Marketing Cloud. This can help accomplish the goal by maintaining consistent and updated customer data across different systems and platforms.

Reference:

https://help.salesforce.com/s/articleView?id=sf.service_presence_omnichannel_routing.htm&type= 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.b2c_commerce_integration.htm&type=5

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QUESTION: 6

An insurance company needs the ability to relate contacts to their workplace to track which services are paid by the employee benefits. Contacts receive emails to notify them of new policy offerings.

Agents also need to relate adults in the same household who share access to financial resources and policy information to sign them up for the right policies. Adjusters need the ability to see and respond to claims from anyone in the household. Independent agents need daily access to customer data as well. Customers also need periodic access to claims and policy information for their household. The company also wants to track what data searches are performed by agents and adjusters on the platform to analyze their work.

Which products should a Solution Architect recommend in addition to Insurance for Financial Services and Experience Cloud to meet these needs?

Shield and Event Monitoring Analytics App, Pardot
Digital Engagement, Shield with Splunk, Social Engagement Studio
REST API Event Monitoring and Tableau CRM, Marketing Engagement Studio
Salesforce Field Service, Shield Encryption at rest. Digital Engagement

Answer(s): A

Explanation:

A . Shield and Event Monitoring Analytics App, Pardot can help meet these needs by providing enhanced security, compliance, auditing, analytics, and marketing capabilities for the insurance company. Shield can help protect sensitive data with encryption, monitor user activity with event logs, enforce data retention policies with archiving, and comply with industry regulations with field audit trails. Event Monitoring Analytics App can help analyze user behavior, performance, adoption, and usage with prebuilt dashboards and reports. Pardot can help create personalized email campaigns, track customer engagement, automate lead generation, and measure marketing ROI.

Reference:

https://www.salesforce.com/products/platform/products/salesforce-shield/

https://www.salesforce.com/products/platform/products/event-monitoring-analytics-app/

https://www.salesforce.com/products/marketing-cloud/best-marketing-automation-software/

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QUESTION: 7

Northern Trail Outfitters (NTO) wants to consolidate various legacy commerce platforms into one centrally-managed platform on B2C Commerce. The IT department has been working extensively with web frameworks (such as React and Angular) in recent years and wants to leverage the benefits of B2C Commerce, but maintain the flexibility of the user experience using headless commerce.

Which three considerations, beyond user experience, should a Solution Architect consider before confirming a headless approach?

Choose 3 answers

Additional infrastructure (for example Heroku servers) may be required to host the application
Features that are available by default in the Storefront Reference Architecture (SFRA) app will need to be custom built in custom frameworks
Developers will still be required to use the Commerce SDK for security purposes
Available Service, Marketing, and LINK accelerators may not work without modifications when using a headless approach
Developers familiar with the web frameworks (React, Angular) will be familiar with the framework used by B2C Commerce

Answer(s): A,B,D

Explanation:

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.

Reference:

https://help.salesforce.com/s/articleView?id=sf.b2c_commerce_headless.htm&type=5

https://help.salesforce.com/s/articleView?id=sf.b2c_commerce_sfra.htm&type=5

https://help.salesforce.com/s/articleView?id=sf.b2c_commerce_link.htm&type=5

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QUESTION: 8

A company has Person Account set up on their Sales Cloud and they now want to map subscriber data in Marketing Cloud.
What should a Solution Architect recommend?

Sync Subscriber object.
A Sync Person Account object.
Sync Individual object.
Sync Contact object.

Answer(s): B

Explanation:

Syncing Person Account object can help map subscriber data in Marketing Cloud when the company has Person Account set up on their Sales Cloud. This can enable bi-directional data integration between Sales Cloud and Marketing Cloud for Person Accounts, which are records that combine both Account and Contact information for individuals.

Reference:

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

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