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Salesforce Certified B2C Solution Architect Sample Questions:

1. An organization 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 be routed to the correct team based on their tier level.
Which two options should a Solution Architect configure to accomplish this?
Choose 2 answers

A) Assignment Rules
B) Support Processes
C) Auto Response Rules
D) Queues

2. A company is using Service Cloud, B2C Commerce, and Marketing Cloud to provide an end-to-end B2C solution. The company does not use MuleSoft or any other integration middleware and does not plan on using them in the near future. The company has about 10 million customers with a growth rate of 10% year over year, On average, each customer raises 10-50 support tickets each year, Each ticket may contain multiple comments, responses, and attachments. There is a need for the service agents to have visibility on customer tickets for up to 5 years.
What approach should a Solution Architect recommend in order to deliver the desired functionality given the company's expected growth over the next 5 years, while still adhering to the platform's governor limits?

A) Capture and resolve tickets using the capabilities of Service Cloud. Archive cases and related data older than a year in Big Objects and delete records that are more than 5 years old.
B) Capture and resolve tickets using the capabilities of 852C Commerce. Archive cases and related data older than a year in Big Objects and delete records that are more than 5 years old.
C) Capture and resolve tickets using the capabilities of Service Cloud, Use the Service Cloud console to display cases and related data raised by a customer in the past 5 years.
D) Capture and resolve tickets using the capabilities of Service Cloud. Archive resolved cases and related data into Heroku and display them back in Service Cloud using Salesforce Connect.

3. Universal Containers (UC) Is planning a campaign for its newly-launched product categories. They have already run similar campaigns in the past and want to cross-sell this new product to their existing customers.
To achieve this, they are creating customer group segments using its e-commerce strategies while adhering to the current customer's compliance preferences for previous campaigns.
Which two products should a Solution Architect include in the architecture to meet UC's needs?

A) Marketing Cloud and Service Cloud
B) Marketing Cloud and Sales Cloud
C) Service Cloud and B2C Commerce
D) Marketing Cloud and B2C Commerce

4. A company wants to integrate B2C Commerce and Service Cloud with Order Management so that customers who are shopping online can receive support from service agents during returns, exchanges, and payments.
The company wants to send order and transaction information to Service Cloud so that agents have the most up-to-date information when providing service to customers.
What capabilities of a B2C Commerce and Service Cloud integration can a service agent benefit from most?

A) Service agents leverage order line items, shipment, and payment information in Service Cloud.
B) Service agents leverage the entire case history inside of B2C Commerce.
C) Service agents leverage products, catalog, and inventory information directly in Service Cloud.
D) Service agents leverage order cancellation but only with custom development.

5. Which two considerations should the Solution Architect keep in mind while designing the solution for OOBO?
Choose 2 answers

A) Middleware, like Mulesoft, must be used to ensure the security and uptime of the integration between B2C Commerce and Service Cloud.
B) Every REST call between B2C Commerce and Service Cloud counts towards API governor limits.
C) The OOBO shopping experience requires that Salesforce service agent users authenticate against the B2C Commerce environment before creating the shopping session.
D) The Service Agent cannot order on behalf of the customer if the customer is offline.

Solutions: