A company wants to Implement B2C Commerce and Service Cloud and connect the systems with their 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. Migrate the Subscriber Key in Marketing Cloud to be the Service Cloud Contact or Person Account ID.
B. Use Customer 360 Data Manager to assign the Global Party ID and use it as a primary key across all systems including the new Subscriber ID in Marketing Cloud.
C. Using Service Cloud as a central point hold unique identifiers from all systems including the Service Cloud Contact or Person Account ID and B2C Commerce CustomerNoand Customer ID
D. Send the Marketing Cloud Subscriber Key to Service Cloud and B2C Commerce to be held for reference.
Explanation: Migrating the Subscriber Key in Marketing Cloud to be the Service Cloud Contact or Person Account ID allows for a consistentidentification of customers across both systems. This also enables data synchronization and cross-cloud features via Marketing Cloud Connect. Using Service Cloud as a central point to hold unique identifiers from all systems, including B2C Commerce CustomerNo and Customer ID, allows for a single source of truth for customer data and facilitates data integration and reporting across systems. Customer 360 Data Manager is not yet available for B2C Commerce, so option B is not possible. Sending the Marketing Cloud Subscriber Key to Service Cloud and B2C Commerce is not necessary if option A is implemented, so option D is not optimal.
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 resolved cases and related data into Heroku and display them back in Service Cloud using Salesforce Connect.
B. 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.
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 852C Commerce. Archive cases and related data older than a year in Big Objects and delete records that are more than 5 years old.
Explanation: This approach allows the company to use Service Cloud for capturing and resolving tickets, which provides a better customer service experience than B2C Commerce. It also allows the company to archive resolved cases and related data into Heroku, which is a cloud platform that can store large amounts of data without hitting the platform’s governor limits. Using Salesforce Connect, the company can display the archived data back in Service Cloud without storing it in Salesforce, thus saving storage space and costs.
A company wants to use Marketing Cloud to send customer electronic receipts that originate from its point of sale (POS) system. The company has a need for the receipt to be sent no more than 10 minutes after purchase and would like to track allemail sends that are being placed to that customer, The Marketing Cloud Contact Key should be the Service Cloud Contact ID.
What solution should a Solution Architect recommend to achieve this need?
A. Make an API call from the POS to Marketing Cloud to send the electronic receipt and then call Service Cloud to add the customer if they do not exist. Use an automation in Marketing Cloud nightly to remove any duplicate contacts that may be introduced with Marketing Cloud Connect.
B. Make an API call from the POS to Service Cloud to retrieve the Service Cloud Contact ID. If the customer does not exist, submit a POST to Service Cloud to create the Contact ID, then send the Contact ID to Marketing Cloud via an API to send the electronic receipt.
C. Make an API call from the POS to Service Cloud to add the customer if they do not exist; leverage a custom object to send details to Marketing Cloud via Marketing Cloud Connect and synchronized data sources to send the electronic receipt.
D. Make an API call from the POS to Marketing Cloud te send the electronic receipt. No call is required to Service Cloud to fetch the Contact IO as this information is already available at the POS.
Explanation: This solution allows the company to send the electronic receipt in near real time using the Marketing Cloud Transactional Messaging API, which can handle high-volume and time sensitive messages. The POS system already has the Service Cloud Contact ID for the customer, so there is no need to make an extra API call to Service Cloud to fetch it. The Service Cloud Contact ID can be passed as the Marketing Cloud Contact Key to ensure data consistency across the systems.
A customer service team raised a new business requirement that requires a multi-cloud solution design between B2C Commerce, Service Cloud, and Marketing Cloud. A Solution Architect has been hired to lead the design of the multi-cloud solution.
Which two actions should the Solution Architect take to accurately capture requirements and deliver the solution overview?
Choose 2 answers
A. Include functional subject matter experts and technical resources across multiple discovery workshops, grouped by business function to ensure all requirements are captured.
B. Conduct discovery workshops and upon completion present the solution backto the design authority or executive stakeholders to validate the solution.
C. Conduct discovery workshops to create a user acceptance testing document and invite business owners, each cloud technical architect, and implementation development team.
D. Include the customer service team so that they can provide detailed user stories prior to the discovery workshops.
Explanation:
A is correct because including functional subject matter experts and technical resources across multiple discovery workshops, grouped by business function, isa best practice for capturing requirements and ensuring alignment across different stakeholders1.
B is correct because conducting discovery workshops and presenting the solution back to the design authority or executive stakeholders is a best practice for validating the solution and obtaining feedback and approval1.
C is incorrect because conducting discovery workshops to create a user acceptance testing document is not the purpose of discovery workshops. User acceptance testing documents are created after the solution design is finalized and approved2.
D is incorrect because including the customer service team to provide detailed user stories prior to the discovery workshops is not necessary. User stories are created during the discovery workshops based on the business requirements and pain points identified by the stakeholders1.
An organization chose a multi-cloud solution that Is comprised of ServiceCloud and B2C Commerce. The organization now wants to ensure that the theme of Its self-service portal Is consistent with the theme of its B2C Commerce storefront.
How should a Solution Architect ensure that this requirement Is met?
A. Set the value of the Style Sheet URL setting to match the publicly-accessible URL of the style sheet the organization wants to use.
B. Set the value of the Portal Theme URL setting to match the publicly-accessible URL of the style sheet the organization wants to use.
C. Copyany relevant .ess code from the organization's website and paste it into the pages for the self-service portal in Page Builder.
D. Make a copy of the appropriate .ess file from the organization's web server and upload it to the self-service portal.
Explanation:
A self-service portal is a feature in Service Cloud that allows creating branded websites and portals for customers to access self-service resources, such as knowledge articles, case management, chat, etc. To ensure that the theme of the self- service portal is consistent with the theme of the B2C Commerce storefront, a Solution Architect should do the following:
Set the value of the Style Sheet URL setting to match the publicly-accessible URL of the style sheet the organization wants to use. The Style Sheet URL setting is a configuration option in Service Cloud that allows specifying a custom style sheet for the self-service portal. The style sheet must be hosted on a publicly-accessible web server and must follow certain guidelines and limitations. By setting the value of the Style Sheet URL setting to match the style sheet used by the B2C Commerce storefront, the Solution Architect can ensure that the self-service portal has the same look and feel as the storefront.
Option B is incorrect because there is no Portal Theme URL setting in Service Cloud.
Option C is incorrect because copying any relevant CSS code from the organization’s website and pasting it into the pages for the self-service portal in Page Builder is not a recommended or supported way of customizing the theme of the self-service portal.
Option D is incorrect because making a copy of the appropriate CSS file from the organization’s web server and uploading it to the self-service portal is not possible or advisable. The CSS file must be hosted on a publicly-accessible web server and referenced by the Style Sheet URL setting.
Northern Trail Outfitters (NTO) is beginning an implementation of B2C Commerce, Service Cloud, and Marketing Cloud from legacy applications. NTO's DataManagement team is working on a data migration strategy and has to consider the complexity of the systems involved.
What should Marketing Cloud be the single source of truth of in this multi-cloud scenario'5
A. Individuals attributes such as name, address, birthday, and email
B. Customer journey flow
C. Order history
D. Customer product affinity
Explanation: Marketing Cloud should be the single source of truth for customer journey flow, which is the sequence of interactions that a customer has with a brand across different channels and touchpoints. Marketing Cloud can help design, execute, and optimize customer journeys using Journey Builder, which can leverage data from other systems, such as B2C Commerce or Service Cloud, to trigger or personalize journeys.
Acme Ltd wants to Integrate B2C Commerce, Service Cloud, and Marketing Cloud. A Solution Architect was tasked with optimizing the integration by understand and which cloud is the ideal system of record for each piece of data.
Which two considerations will lead to an optimal design around systems of record?
Choose 2 answers
A. Lifetime engagement tracking and history, other data for personalization or segmentation should be mastered in Marketing Cloud
B. Heroku should be used to master ecommerce transactions, including order records, customer product affinity, and promotion eligibility
C. User consent information. Customer Journey flow. Counsel and compliance preferences should be mastered in B2C Commerce
D. Store primary attributes (name, address, birthday, phone, and email) about the customer in Service Cloud
Explanation: Marketing Cloud should be the system of record for lifetime engagement tracking and history, as well as other data for personalization or segmentation, as it is the system that collects and analyzes the customer’s interactions and behaviors across multiple channels and touchpoints. Marketing Cloud can also use features like Audience Builder and Contact Builder to create unified customer profiles and segments based on various data sources3 . Service Cloud should be the system of record for storing primary attributes (name, address, birthday, phone, and email) about the customer, as it is the system that represents a person across multiple Salesforce clouds and can store and manage the customer’s consent and compliance preferences using features like Individual object, Data Protection and Privacy, and Consent Management.
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
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.
A Marketing team plans to support the launch of a new product line.In discussion with the Sales and IT teams, the Marketing team proposed introducing a leads-management process, along with a web-to-lead form for the landing page that supports the product launch.
The leads captured using the form are added to the new nurturing journey in Marketing Cloud and subsequently routed to the relevant sales team once they qualify at a certain threshold.
What are two implications that a Solution Architect should consider prior to implementing this solution? Choose 2 answers
A. Need for additional handling of consent, preferences, and compliance for converted leads in Marketing Cloud
B. Engagement history from the lead record will be natively available for contact record in Marketing Cloud
C. Leads are unique contact records in Marketing Cloud
D. Leads can have detrimental impact on quality of contact records in Sales Cloud
Explanation: Introducing a leads-management process and a web-to-lead form can have implications for consent, preferences, and compliance for converted leadsin Marketing Cloud. For example, if a lead opts out of email communication in Sales Cloud, this preference should be reflected in Marketing Cloud as well. Similarly, if a lead is converted to a contact in Sales Cloud, the corresponding subscriber record in Marketing Cloud should be updated with the new ID and status. Leads can also have a detrimental impact on the quality of contact records in Sales Cloud if they are not properly deduplicated, validated, and enriched. For example, if a lead is created withan invalid or duplicate email address, this can affect the deliverability and personalization of email messages in Marketing Cloud.
Universal Containers is currently using B2C Commerce and Service Cloud for its commerce and service needs. A new CMO has recently Joined and has asked why there is such a strong disconnect between alltheir marketing systems and their commerce tool.
Theydo not want to force a new marketing too* on all the business units but they do want all of them integrated, with commerce underlying all.
Which recommendation can a Solution Architect make that will work with their existing technology investments'
A. Recommend CDP to replace their existing marketing tools and maintain a single view into commerce with the Commerce CDP Connector
B. Recommend CRM Analytics to integrate with their existing marketing data sources and create a single view of the customer withthe B2C Commerce Connector
C. Recommend CDP to integrate with their existing marketing tools and create individual profiles into commerce with the Commerce COP Connector
D. Recommend Marketing Cloud to integrate with their existing marketing tools and provide a single view into commerce with the B2C Commerce APIs
Explanation: Recommending CDP to integrate with their existing marketing tools and create individual profiles into commerce with the Commerce CDP Connector is a recommendation that a Solution Architect can make that will work with their existing technology investments. CDP is a platform that allows companies to unify, segment, activate, and analyze their customer data from multiple sources, including their existing marketing tools. CDP can also integrate with B2C Commerce using the Commerce CDP Connector, which enables bi-directional synchronization of individual profiles and customer groups between CDP and B2C Commerce. This way, the company can have a single view of their customers across all their marketing systems and their commerce tool, and provide personalized and consistent experiences.
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