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A multi-brand company uses 82C Commerce, Service Cloud, and Marketing Cloud and wants to deliver integrated customer experiences across these Salesforce products, The company has one B2C Commerce realm Serving two storefronts,a Salesforce ora, and a Marketing Cloud Instance. None of these Salesforce Clouds are integrated. The company wants to know which Salesforce products require custom integration for this multi-cloud architecture. Which two considerations should a Solution Architect provide to answer the company’s question?
Choose 2 answers
A. An integration between Service Cloud and B2C Commerce is not necessary, as these clouds are natively integrated and both products are built on the Salesforce Platform.
B. An integrationmust be developed between 82C Commerce and Service Cloud to enable the synchronization of customer profiles and unlock REST API access between the two products.
C. An integration must be developed between Service Cloud and Marketing Cloud to enable Marketing Cloud REST API access from Service Cloud.
D. An integration must be developed between B2C Commerce and Marketing Cloud to enable Marketing Cloud REST APT access from B2C Commerce.
Explanation: B2C Commerce and Service Cloud are not natively integratedand require custom development to enable data synchronization and API access between them. B2C Commerce and Marketing Cloud also require custom development to enable API access for customer engagement scenarios.
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.
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.
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 SolutionArchitect consider before confirming a headless approach?
Choose 3 answers
A. Additional infrastructure (for example Heroku servers) may be required to host the application
B. Features that are available by default in the Storefront Reference Architecture(SFRA) app will need to be custom built in custom frameworks
C. Developers will still be required to use the Commerce SDK for security purposes
D. Available Service, Marketing, and LINK accelerators may not work without modifications when using a headlessapproach
E. Developers familiar with the web frameworks (React, Angular) will be familiar with the framework used by B2C Commerce
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 inthe 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 andfunctionality of the solution. A Solution Architect should consider the compatibility and extensibility of the accelerators when choosing a headless approach.
An electronics company operates its website on B2C Commerce. The company recently decided to update its Customer Service portal from a homegrown solution to Service Cloud in order to take advantage of Assisted Order Placement through the ‘Order on Behalf of feature in the Service Cloud console.
Thecompany currently has 3 million customer records in its B2C Commerce database that need to be migrated into Service Cloud.
How should a Solution Architect manage the export from B2C Commerce-and import the initial batch of customer records into Service Cloud in an efficient manner?
A. Use Business Manager to export and Data Loader to import the 3 million records into Service Cloud.
B. Use the Streaming API to push the 3 million customer records from B2C Commerce to Service Cloud.
C. Use the Salesforce RESTAPI to import the 3 million records into Service Cloud.
D. Use the Commerce Cloud REST API to import the 3 million records into Service Cloud.
Explanation: Business Manager is a web-based tool that allows B2C Commerce administrators to export customer data inCSV format. Data Loader is a desktop tool that allows Salesforce administrators to import data in CSV format into Service Cloud. This is an efficient way to migrate a large batch of customer records from one system to another.
A company wants to integrate B2C Commerce and Service Cloud with Order Management so that customers who are shopping online can receive support fromservice 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 cancellation but only with custom development.
B. Service agents leverage products, catalog, and inventory information directly in Service Cloud.
C. Service agents leverage order line items, shipment, and payment information in Service Cloud.
D. Service agents leverage the entire case history inside of B2C Commerce.
Explanation: This answer is correct because it describes the capabilities of a B2C Commerce and Service Cloud integration with Order Management that can benefit service agents most. By sending order and transaction information to Service Cloud, service agents can have a complete view of the customer’s order history, status, and payment details, which can help them provide better service during returns, exchanges, and payments.
A company plans to migrate their existing storefront to B2C Commerce as they face a number of performance and scalability issues. They use a custom-built marketing tool for customer engagement that is tightly coupled with the legacy storefront. s
The storefront has roughly 200,000 subscribers in total, 10,000 visitors per day, and an average of 1,000 emails that are sent out every day. They expecta large number of subscribers to use their mobile devices to visit the storefront and place orders. f
What recommendations should a Solution Architect make to re-architect this solution based on the specified requirements?
A. Build the storefront usingthe Storefront Reference Architecture (SFRA) and adopt Marketing Cloud for customer engagement.
B. Build the storefront using B2C Commerce SiteGenesis architecture and adopt Pardot for customer engagement.
C. Modify the frontend for the existing legacy storefront to be mobile responsive. Decouple the custom-built marketing tool so it is no longer tightly tied to the storefront.
D. Build the storefront using a headless commerce architecture and adopt Pardot for customer engagement.
Explanation: The Storefront Reference Architecture (SFRA) is a modern, mobile-first framework for building B2C Commerce storefronts that are fast, responsive, and scalable. Marketing Cloud is a powerful platform for customer engagement that can integrate with B2C Commerce and provide personalized, cross-channel marketing campaigns.
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
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.
A company is planning a promotion during the holiday season and will include retail storesas an inventory source exposed only on their commerce storefront. However, they are concerned about the risk of overselling due to a heavily marketed pre-holiday product launch.
In which three ways should a Solution Architect define an architectural solution to both mitigate the risk of overselling and allow for a positive customer service experience in the event inventory falls short?
Choose 3 answers
A. Use Service Cloud to text all registered customers when any product comes back in stock.
B. Call real-time inventory services directly throughout the product grid and checkout experience to ensure accurate inventory count for every available SKU is displayed to the shopper.
C. Use Order Management capabilities to support the redirection of orders placed towarehouses or stores showing Inventory for all, or most, of the SKU-level products in the order.
D. Use both B2C Commerce and Marketing Cloud to offer email notifications for products that are back in stock.
E. Call real-time inventory services on productand cart pages to confirm that inventory has not changed.
Explanation: A real-time inventory service is a service that allows accessing and displaying the current inventory levels of products or SKUs across different locations or sources, such aswarehouses or stores. A real-time inventory service can help provide accurate and consistent inventory information to customers and staff, avoid overselling or underselling products, and optimize order fulfillment and delivery processes. To define an architectural solution that both mitigates the risk ofoverselling and allows for a positive customer service experience in the event inventory falls short, a Solution Architect should include the following ways:
Call real-time inventory services directly throughout the product grid and checkout experience to ensure accurate inventory count for every available SKU is displayed to the shopper. By calling real-time inventory services directly throughout the product grid and checkout experience, the Solution Architect can provide up-to-date and reliable inventory information to shoppers on every page where they can view or select products or SKUs. This can help prevent shoppers from adding out-of-stock items to their cart or placing orders that cannot be fulfilled.
Use Order Management capabilities to support the redirection of orders placed to warehouses or stores showing inventory for all, or most, of the SKU-level products in the order. By using Order Management capabilities, such as Salesforce Order Management orB2C Commerce Order Management, the Solution Architect can support the redirection of orders placed to different locations or sources based on their inventory availability and other factors, such as cost, speed, or sustainability. This can help optimize order fulfillment and delivery processes, reduce shipping costs and delays, and increase customer satisfaction.
Call real-time inventory services on product and cart pages to confirm that inventory has not changed. By calling real-time inventory services onproduct and cart pages, the Solution Architect can confirm that inventory has not changed since the last page load or refresh. This can help detect any discrepancies or conflicts between the displayed inventory information and the actual inventory levels,such as when another shopper has purchased the same item in the meantime. This can help avoid overselling products or disappointing customers with inaccurate inventory information.
Option A is incorrect because using Service Cloud to text all registered customers when any product comes back in stock is not a way to mitigate the risk of overselling or allow for a positive customer service experience in the event inventory falls short. Service Cloud is a product that allows managing customer service interactions across different channels and systems. Service Cloud does not provide any functionality or capability related to real-time inventory services or order management. Option D is incorrect because using both B2C Commerce and Marketing Cloud to offer emailnotifications for products that are back in stock is not a way to mitigate the risk of overselling.
Northern Trail Outfitters (NTO) operates its website on B2C Commerce. NTO recently decided to update its Customer Service from a bespoke solution to Service Cloud.
NTO currently has around two millioncustomer records in its B2C Commerce database that need to be migrated into Service Cloud.
What should a Solution Architect recommend to export all the customer data from B2C Commerce and import into Service Cloud without additional development7?
A. Exportthe data using B2C Commerce APIs, and import it into Salesforce using Data Loader.
B. Export the data using B2C Commerce APIs, and import it into Salesforce using Data Import Wizard.
C. Export the data using Business Manager, and import it into Salesforceusing the Data Import Wizard.
D. Export the data using Business Manager, and import it into Salesforce using Data Loader.
Explanation: This answer is correct because it is a way to export all the customer data from B2C Commerce and import into Service Cloud without additional development.
Business Manager is a tool that allows B2C Commerce administrators to export customer data in CSV format. Data Loader is a tool that allows Salesforce administrators to import data from CSV files into Salesforce objects.
Universal Containers (UC) uses B2C Commerce, Marketing Cloud, and Salesforce OMS for their online sales capabilities. Given recent logistics constraints and challenges, many customers are asking UC for the ability to make their purchases online but pick them up at a local store or location (BOPIS).
Which consideration should a Solution Architect keep in mind when designing a solution for UC that would allow for this functionality?
A. Manage inventory data inside of Salesforce OMS so it is easier to parse by store.
B. Manage B2C Commerce geolocation data for stores on an order by orderbasis.
C. Manage inventory data inside of B2C Commerce so it is easier to parse by store.
D. Marketing Cloud Mobile Push is required for this solution and must be enabled.
Explanation: This answer is correct because managing inventory data inside of B2C Commerce makes it easier to parse by store and enable buy online pick up in store (BOPIS) functionality. B2C Commerce can store inventory information for multiple locations and provide real-time availability information to customers and service agents. B2C Commerce can also integrate with Salesforce OMS to manage order fulfillment and payment processing for BOPIS orders.
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