Question # 1
A company contracted with a Salesforce implementation partner. A Solution Architect and a functional architect from the partner firm met with the business and IT stakeholders in the initial business discovery workshop. During that time, the Solution Architect gathered requirements about how the system needs to function in Salesforce with data flowing to downstream systems. The company also provided sketches of a potential user interface they want to see.
Which three actions should the Solution Architect take to ensure the right solution can be delivered?
Choose 3 answers | | A. Capture functional specifications that contain business processes and expectations of how they translate to user interface behavior. | | B. Design theannotated wireframes of the current user interface and finalize the future state data architectures. | | C. Ask the company to describe system integrations and primary source of records to support business requirements. | | D. Investigate the challenges that the company is experiencing with their existing setup and understand how they expect the future solution to solve those challenges. | | E. Thank the company for providing solution specifications and deliver those to the technical team. |
A. Capture functional specifications that contain business processes and expectations of how they translate to user interface behavior.
C. Ask the company to describe system integrations and primary source of records to support business requirements.
D. Investigate the challenges that the company is experiencing with their existing setup and understand how they expect the future solution to solve those challenges.
Explanation: These answers are correct because they are part of the solution design process that a Solution Architect should follow to ensure the right solution can be delivered. Capturing functional specifications, understanding system integrations and data sources, and identifying pain points and expected outcomes are essential steps to design a solution that meets the business needs and expectations.
Question # 2
Universal Containers (UC) is working on an initial release of Service Cloud and B2C Commerce. The UC management team is excited about the new features and wants to go to market with the new solution as soon as possible even though the requirements are not completely mapped out.
A Solution Architect is asked to evaluate when UC can go live with a new B2C Commerce site, automated chatbots, Einstein case classification, Service Cloud Voice, and analytics.
How should a Solution Architect respond to the management team's request to help formulate a roadmap for these new capabilities? | | A. Facilitate a workshop with the management team, applying the relationship design process to create a roadmap aligned to business objectives. | | B. Facilitate aworkshop with the development team and create a list of prioritized user stories that can then be used to create a detailed roadmap. | | C. Ask to follow the management team for a week to gain a better understanding of how they work and what information they need to formulate their roadmap. | | D. Ask each member of the management team about their top three concerns, and use it to formulate the roadmap. |
A. Facilitate a workshop with the management team, applying the relationship design process to create a roadmap aligned to business objectives.
Explanation: This answer is correct because it is a way to respond to the management team’s request to help formulate a roadmap for these new capabilities using the relationship design process. The relationship design process is a method that centers relationships as the building blocks of business and social value. It is based on four mindsets that can help design products and services from a place of compassion:compassion, intention, courage, and reciprocity. By facilitating a workshop with the management team, applying the relationship design process, a Solution Architect can help create a roadmap that aligns with business objectives and builds customer trust.
Question # 3
An organization wants to avoid sending post-purchase review emails until acustomer has had a chance to receive and try out their order. The typical shipping duration is around 3 days, but the organization is unsure about how long it takes a customer to try the product once it has been delivered.
What should the company do to leverage its Salesforce product suite and optimize the open rates for its post-purchase emails? | | A. Use B2C Commerce to add the customer to a Marketing Cloud post-purchase journey when their order ships. Use a Journey Builder Wait activity to delay 3 days forshipping and an Einstein Engagement Split based on open rate to optimize the additional delay for product testing. | | B. Use Salesforce Order Management to add the customer to a Marketing Cloud post- purchase journey when their order ships. Use a Journey Builder Wait activity to delay 3 days for shipping and an Engagement Split with 1-, 2-, and 3-day Wait activity based on open rate to optimize the additional delay for product testing. | | C. Use B2C Commerce to add the customer to a Marketing Cloud post-purchase journey when their order ships. Use a Journey Builder Wait activity to delay 3 days for shipping and an Engagement Split with 1-, 2-, and 3-day Wait activity based on open rate to optimize the additional delay for product testing. | | D. Use Salesforce Order Management to add the customer to a Marketing Cloud post- purchase journey when their order ships. Use a Journey Builder Wait activity to delay 3 days for shipping and an Einstein Engagement Split based on open rate to optimize the additional delay for product testing. |
A. Use B2C Commerce to add the customer to a Marketing Cloud post-purchase journey when their order ships. Use a Journey Builder Wait activity to delay 3 days forshipping and an Einstein Engagement Split based on open rate to optimize the additional delay for product testing.
Question # 4
A company wants to implement B2C Commerce and Service Cloud, and then connect the systems with its existing instance of Marketing Cloud.
Which two tactics should a Solution Architect recommend to model a customer across all three systems'
Choose 2 answers | | A. Send the Marketing Cloud Subscriber Key to Service Cloud and B2C Commerce to be held for reference. | | B. Get in touch with the Marketing Cloud Professional Services to perform a subscriber key migration. | | C. Migrate the existing Marketing Cloud data into B2C Commerce and set the subscriber key as the Customer ID. | | D. Use Service Cloud as system of record for customer data and consent preferences across all channels. |
A. Send the Marketing Cloud Subscriber Key to Service Cloud and B2C Commerce to be held for reference.
D. Use Service Cloud as system of record for customer data and consent preferences across all channels.
Explanation: These answers are correct because they are ways to model a customer across all three systems using the Marketing Cloud Subscriber Key andService Cloud as sources of truth. The Marketing Cloud Subscriber Key can be sent to Service Cloud and B2C Commerce to be held for reference, which can help link customer records across systems and enable cross-channel marketing and service. Service Cloudcan be used as system of record for customer data and consent preferences across all channels, which can help comply with data privacy laws and provide a consistent customer experience.
Question # 5
Anorganization uses B2C Commerce to capture order details but needs to process the order in an ERP system. They want B2C Commerce to send a message to the ERP system with the order details after they have been entered, then wait for the order to be processed, and then receive a reply from the ERP system with the order number and status.
Which integration pattern should a Solution Architect use to meet this requirement? | | A. Asynchronous Call-Out | | B. Request and Reply | | C. Batch Data Synchronization | | D. Publish / Subscribe |
B. Request and Reply
Explanation: Request and reply is an integration pattern that allows a system to send a message to another system and wait for a response. This pattern is suitable for scenarios where the sender needs to receive an immediate confirmation or acknowledgment from the receiver. In this case, B2C Commerce needs to receive the order number and status from the ERP system after sending the order details.
Question # 6
Northern Trail Outfitters (NTO) wants to unify customer data with a single identity for each customer across their ecommerce sites and their communities. Communities are treated as an identity provider (IDP) for commerce. The communities also allow self-service support for products via knowledge articles and crowd-sourced Knowledge and Chatter.
For which customer data should Experience Cloud be the system of record? | | A. Authentication credentials | | B. Address book | | C. Wishlist | | D. Payment information |
A. Authentication credentials
Explanation:
Option A is correct because authentication credentials should be stored and managed by Experience Cloud as the system of record for this customer data. Experience Cloud acts as an identity provider (IDP) for commerce, meaning that it verifies the identity of customers who log in to ecommerce sites using their communities credentials. Experience Cloud can also leverage Salesforce Identity features to provide secure and seamless authentication across multiple Salesforce clouds and external systems.
Option B is incorrect because address book should not be stored and managed by Experience Cloud as the system of record for this customer data. Address book is mainly used for ecommerce purposes, such as shipping and billing addresses, and it should be stored and managed by B2C Commerce as the system of record. B2C Commerce can also integrate with Experience Cloud to provide a consistent user experience across ecommerce sites and communities.
Question # 7
Universal Containers (DC) is seeing an increased volume of customers browsing for highervalue items across multiple brands and longer cons/deration times before customers place orders based on what is in their shopping carts.
What are two tactics that a Solution Architect could recommend to understand how to optimize the checkout process'
Choose 2 answers | | A. Create an Abandoned Cart journey by brandacross all carts | | B. Work with stakeholders to create a customer Journey map that improves conversions | | C. Enable customer service to update and complete a cart transaction on behalf of the customer | | D. Run reports on the value of cart Items and time since the last activity |
B. Work with stakeholders to create a customer Journey map that improves conversions
D. Run reports on the value of cart Items and time since the last activity
Explanation: Working with stakeholders to create a customer journey map that improves conversions and running reports on the value of cart items and time since the last activity are two tactics that a Solution Architect could recommend to understand how to optimize the checkout process. A customer journey map is a visual representation of the steps and interactions that a customer goes through when engaging with a company or brand. It can help identify pain points, opportunities, and best practices for improving conversions.
Running reports on the value of cart items and time since the last activity can help analyze the shopping behavior and preferences of customers, as well as identify potential reasons for cart abandonment.
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