Question # 1
AW Heat &. Cooling is a mid-sized manufacturing company that sells special purpose heating and cooling solutions. Sales have declined significantly, and analysis shows that customers are leavingdue to long turnaround times for quotes, lack of flexibility, and confused salespeople that do not understand their customers and do not collaborate with each other. The company wants to streamline and improve the customer experience from end to end, including new communication channels and digital self-service offerings.
How should the Solution Architect arrange the roadmap to implement the company's stated priorities? | | A. Start with Service Cloud and Revenue Cloud,followed by Experience Cloud and, later, Sales Cloud. | | B. Develop a comprehensive solution that includes Sales Cloud, Revenue Cloud, Service Cloud, and Experience Cloud as a basic version from the start. | | C. Fast-track Service Cloud followed by Sales Cloud,Revenue Cloud, and, later, Experience Cloud. | | D. Start with Sales Cloud and Revenue Cloud, followed by Service Cloud and, later, Experience Cloud. |
C. Fast-track Service Cloud followed by Sales Cloud,Revenue Cloud, and, later, Experience Cloud.
Explanation: Fast-track Service Cloud followed by Sales Cloud, Revenue Cloud, and, later, Experience Cloud. Service Cloud should beimplemented first in order to quickly improve the customer experience. This should be followed by Sales Cloud and Revenue Cloud, which will allow the company to better manage customer relationships and revenue. Finally, Experience Cloudshould be implemented to provide additional channels of communication and digital self-service offerings.
Question # 2
Universal Containers (UC) is undergoing a multi-year digital transformation across its Sales, Marketing, Fulfillment, and Accounting channels.Based on UC's initial success using MuleSoft's API-led approach as its integration strategy, UC chose Salesforce for its transformation. The Solution Architect assigned to the project has just begun pre-planning for the first phase with UC's Implementation team.
Which document should the Solution Architect ask for to get an overview of the customer's current infrastructure so they can begin the first phase of the digital transformation? | | A. A Salesforce ERD Document complete withfield definitions | | B. A MuleSoft Application Document complete with integration patterns | | C. A Reference Architecture Diagram complete with system of record notation | | D. A future state roadmap detailing all of the implementation phases |
C. A Reference Architecture Diagram complete with system of record notation
Explanation: a referencearchitecture diagram is a document that shows the high-level view of the customer’s current infrastructure, including the systems, applications, data sources, integrations, and security layers. A reference architecture diagram also indicates which system is the system ofrecord for each data entity and how data flows between systems. A reference architecture diagram is useful for a Solution Architect to get an overview of the customer’s current infrastructure so they can begin the first phase of the digitaltransformation.A reference architecture diagram can help identify gaps, risks, dependencies, and opportunities for improvement in the existing landscape. It can also serve as a baseline for designing future state solutions that leverage Salesforce products and features.
Question # 3
Universal Containers (UC) has a global support model and would like to open up a text message channel to support maintenance supervisors in countries around the world. UC also wants to leverage messaging to market to itsbusiness partners, and be able to track open and click-through ratesjust like it does with email campaigns.
What should a Solution Architect recommend to UC? | | A. Utilize Service Cloud and LiveMessage. | | B. Utilize Service Cloud Email to Text Message. | | C. Embed third-party messenger tools. | | D. Utilize Marketing Cloud andMobileConnect. |
A. Utilize Service Cloud and LiveMessage.
Question # 4
Different teams at Universal Containers (UC) are experiencingchallengesusing their existing tools. The Sales team can only access their application from the office, the Marketing team has to manually import leads coming from the website into their campaign tool, and the Support team lacks a communication history repository between email, social networks, and calls. The website was developed by the IT team, and the Legal team is responsible for the Consent Management Platform used to meet GDPR requirements.
UC wants to improve its relationship with customers, so a digital redesign program is starting with the goal of moving to Salesforce solutions.
Which three steps are necessary to set up a program roadmap?
Choose 3 answers
| | A. Identify the high-level workload capacity and planning of the IT and Legal teams. | | B. Prioritize the transformation of activities involving the least development. | | C. Create project plans for each of the projects that will be on the roadmap. | | D. Prioritize the transformation of activities related to customers' interactions. | | E. Explain how the program contributes to the business's goals. |
C. Create project plans for each of the projects that will be on the roadmap.
D. Prioritize the transformation of activities related to customers' interactions.
E. Explain how the program contributes to the business's goals.
Question # 5
Universal Containers (UC) is adding to its existing Salesforce implementation and currently uses Saks Cloud and Service Cloud. UC is looking to add Salesforce Field Service and ExperienceCloud to allow its third-party contractors easier access to the data they need and to provide its customers a way to self-service.
UC has expressedinterest m allowing its customers to be able to self-schedule maintenance work on their Assets. UC wants a solution to display scheduling options for the next month to its customers.
What should a Solution Architect consider m a potential solution? | | A. Lightning Web Components Calendar Module | | B. Appointment-Assistant Self Service Scheduling | | C. Salesforce Scheduler | | D. Standard Salesforce Asset Calendar |
B. Appointment-Assistant Self Service Scheduling
Explanation: Appointment Assistant lets Field Service customers book, confirm, reschedule, or cancel their upcoming appointments. For Self-Service Scheduling, you only need one license per org assigned to one user. You can also customize the look and feel of your self-service scheduling pages and embed them into your Experience Cloud site.
Question # 6
UC Foods, a global manufacturing organisation, builds and sells a varietyof food processing equipment on its B2B Commerce site. Customers often tailor their equipment by selecting from several product variants. Depending on the options selected, an order will sometimes require manual intervention by a sales person to determinethe price for the customized piece of equipment.
Once the machines have been purchased, each machine comes with a 1-year warranty, which entitles the customer to quarterly visits to inspect and perform maintenance on the machines to keep them in proper working order.
How can a Solution Architect use a multi-cloud solution to address the needs of the organization to efficiently support the selling of equipment and planning of quarterly visits for the machines? | | A. Use a third-party plugin configurator to support the selection of the product options, then create a CPQ quote when manual intervention is required. For the quarterly visits, use Field Service Maintenance Plans. | | B. Use the B2B Commerce aggregated product or dynamic kits to drive the selection of theproduct options, then createa CPQ quote when manual intervention is required. For the quarterly visits, use Field Service Maintenance Plans. | | C. Use the B2B Commerce aggregated product or dynamic kits to drive the selection of the product options, then automatically create a case when manual intervention is required. For the quarterly visits, use Service Contracts and Entitlements. | | D. Use the B28 Commerce aggregated product or dynamic kits to drive the selection of the product options, then create a CPQ quote when manual interventionis required. For the quarterly visits, use Service Contracts and Entitlements. |
B. Use the B2B Commerce aggregated product or dynamic kits to drive the selection of theproduct options, then createa CPQ quote when manual intervention is required. For the quarterly visits, use Field Service Maintenance Plans.
Question # 7
AC Computers has decided to extend its existing Sales Cloud solution by implementing Service Cloud and Marketing Cloud Account Engagement. AC Computers hasdefined two different work streams for Service Cloud and Marketing Cloud Account Engagement and wants each workstream to work iteratively in separate sandboxes and migrate to a single sandbox for UAT and integration testing. With the multiple workstreams,AC Computers needs a more rigorous change management process and an audit process.
Which two options should AC Computers consider to support both implementation workstreams?
Choose 2 answers | | A. Use multiple development sandboxes and merge the workstream builds using change sets. | | B. Use a version control system and CLI-based deployment tools to merge the workstream builds. | | C. Use scratch orgs and continuous deployment tools to merge the workstream builds. | | D. Use package-based deployments and scratch orgs tomerge the workstream builds. |
B. Use a version control system and CLI-based deployment tools to merge the workstream builds.
C. Use scratch orgs and continuous deployment tools to merge the workstream builds.
Explanation: These answers show howAC Computers can use modern development tools and practices to support multiple workstreams and implement Service Cloud and Marketing Cloud
Account Engagement. A version controlsystem can help track changes, manage conflicts, and audit code quality. A CLI-based deployment tool can help automate deployments and run tests across different environments. A scratch org is a source-driven and disposable deployment of Salesforce code and metadata that can be used for development and testing purposes. A continuousdeployment tool can help integrate changes from different sources and deploy them automatically to a target environment.
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