Question 1

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?

Options :

A : Send a platform event from Service Cloud and subscribe to the platform event in B2C Commerce using the built-in functionality

B : Develop a custom solution in Service Cloud to consume and communicate with B2C Commerce APIs

C : Send an Outbound Message from Service Cloud and catch and handle the Outbound Message using the B2C Commerce APIs

D : Use change data capture to send a message from Service Cloud and catch and handle the message using B2C Commerce Service Cloud Connector

Answer: B

Question 2

A holding company owns and operates a large number of brands internationally. They are interested in migrating to a Salesforce multi-cloud solution to optimize IT spending across the brands. The brands would like to operate B2C Commerce sites supported by Service Cloud for their agents, and use Marketing Cloud to drive consumer engagement.

Given that the company has operations and customers in multiple countries around the world, which two recommendations should a Solution Architect make to ensure that customer experiences are compliant with all domestic and international regulations related to data privacy and security7

Choose 2 answers

Options :

A : Use a Service Cloud instance in every market in which they operate to ensure that data residency requirements are fulfilled.

B : When implementing an B2C Commerce storefront, consider providing shoppers a mechanism to download their data

C : Consider implementing Customer Data Platform (CDP) to ensure compliance with data protection laws.

D : Consider implementing enhanced transaction security to apply appropriate actions to monitor and control Service Cloud user activity.

Answer: B,C

Question 3

A company uses B2C Commerce, Marketing Cloud, and Service Cloud and requires that customers create an

account before making their first purchase.

Which system creates the customer ID and which system creates an additional ID to use as the customer

primary record?

Options :

A : Service Cloud creates a customer ID and an additional ID to be used as the primary record.

B : A B2C Commerce creates a customer ID and an additional ID to be used as the primary record.

C : Marketing Cloud creates a customer ID but the primary ID should be created through B2C Commerce.

D : B2C Commerce creates a customer ID but the primary record should be created through Service Cloud.

Answer: B

Question 4

A merchant using B2C Commerce and Service Cloud has a requirement for service agents to order products on behalf of shoppers. In the envisioned scenario, a shopper contacts the service center with an order request, the agent uses the Service Console to find the shopper's account, and initiate an order on behalf of the shopper using payment information provided by the shopper. The merchant is considering the B2C Commerce -

Service Cloud Connector for this implementation.

Which three considerations should a Solution Architect keep in mind prior to implementation? Choose 3

answers

Options :

A : Guests or anonymous storefront shoppers are not supported in this scenario.

B : B2C Commerce needs to be registered as a remote site.

C : Service agents need a corresponding storefront login mapped to their Service Cloud user record.

D : The Service Cloud Connector only supports Person Accounts as a customer model.

E : The Service Cloud Connector only supports contacts as a customer model.

Answer: C,D

Question 5

An organization wants to implement B2C Commerce, Marketing Cloud, and Service Cloud in a phased manner with the goal of keeping the overall project manageable and achieving a quick return on investment.

Their current legacy commerce system is home grown and has frequent, costly outages--- making this the highest priority for replacement. The current marketing platform collects only basic analytics from email marketing campaigns and has no awareness of the larger customer context. Currently, the call center meets most customer needs but the process is time-consuming and forces the agent to interact with multiple disconnected systems.

Which two implementation strategies should a Solution Architect recommend when rolling out an integrated customer experience across B2C Commerce, Marketing Cloud, and Service Cloud?

Choose 2 answers

Options :

A : Implement Marketing Cloud immediately after B2C Commerce in order to leverage the Marketing Cloud Contact Key as the Service Cloud Contact ID when Service Cloud is implemented later.

B : Implement Marketing Cloud and Service Cloud together in one phase after B2C Commerce to ensure that they share a common view of the customer from the beginning.

C : Implement Service Cloud immediately after B2C Commerce in order to leverage the Service Cloud Contact ID as the Marketing Cloud Contact Key when Marketing Cloud is implemented later.

D : Implement all three clouds at the same time; the primary identifiers for all three clouds must be synced to the others from the start in order to achieve a unified experience.

Answer: C,D

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