Total 152 Questions
Last Updated On : 13-Jan-2026
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:
A. Migrate the Subscriber Key in Marketing Cloud to be the Service Cloud Contact or Person Account ID.
Why it is correct: In a multi-cloud architecture involving Service Cloud and Marketing Cloud, the Marketing Cloud Connect (MCC) connector relies on the Salesforce 18-digit ID (Contact or Lead ID) to serve as the Subscriber Key. This creates a seamless 1:1 relationship between the two systems, allowing for automated cross-cloud tracking, synchronization of opt-outs, and triggered sends. Migrating existing subscribers to use the Service Cloud ID ensures that the "System of Record" for the customer profile is centered in the core Salesforce platform.
C. Using Service Cloud as a central point to hold unique identifiers from all systems including the Service Cloud Contact or Person Account ID and B2C Commerce CustomerNo and Customer ID.
Why it is correct: In the standard B2C Solution Architecture, Service Cloud acts as the "Customer Master" or "System of Record" for the unified profile. To maintain "Identity Stitching," Service Cloud must store the foreign keys of other systems. By holding the B2C Commerce CustomerNo (the human-readable ID) and Customer ID (the system UUID), Service Cloud can successfully link cases, orders, and profiles back to the specific commerce storefront user.
Detailed Analysis of Incorrect Answers
B. Use Customer 360 Data Manager to assign the Global Party ID and use it as a primary key across all systems...
Why it is incorrect: While Customer 360 Data Manager (now largely superseded by Data Cloud features) generates a Global Party ID (GPID) to link records, it is not recommended to use the GPID as the primary key or Subscriber ID in Marketing Cloud. The Subscriber Key should remain the 18-digit Contact/Lead ID to maintain the native functionality of Marketing Cloud Connect. The GPID is used for matching and mapping, not as the underlying database primary key for transactional routing.
D. Send the Marketing Cloud Subscriber Key to Service Cloud and B2C Commerce to be held for reference.
Why it is incorrect: This is the reverse of the best practice. You do not send a Marketing Cloud-generated key to Service Cloud; instead, you push the Service Cloud ID (Contact ID) into Marketing Cloud to become the Subscriber Key. Service Cloud should be the "upstream" provider of the identity, not the "downstream" recipient of a marketing-specific ID.
References
Salesforce B2C Solution Kit: Explore B2C Solution Kits (Specifically "View Order History" and "Transactional Email" kits which detail identity requirements).
Salesforce Trailhead: Multi-Cloud Email Marketing Strategy - Explains why the Salesforce 18-digit ID is the required Subscriber Key for MCC.
Architect Decision Guide: Data Management in B2C Architectures - Outlines the role of Service Cloud as the System of Record for customer profiles.
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:
Why A is the best fit
With 10M customers, 10–50 cases per customer per year, and 5-year retention, you’re in hundreds of millions to potentially billions of Case-related records (plus comments and attachments). Keeping all of that in standard Service Cloud objects will eventually create serious data storage, performance, and operational scaling challenges.
Option A is the classic Salesforce LDV pattern:
Work in Service Cloud for “active” cases (full platform features, console, automation, reporting).
Archive closed/old cases + related records outside Salesforce (e.g., Heroku Postgres).
Surface archived records back in Service Cloud via Salesforce Connect / Heroku External Objects so agents can still view history when needed—without forcing Salesforce to store/query everything as native records. This “data remains external but viewable in Salesforce” model is exactly what Salesforce Connect + Heroku External Objects supports.
Salesforce also explicitly positions Heroku Connect as a data archiving tactic/pattern.
This approach also aligns with the constraint: no MuleSoft / middleware—Salesforce Connect is configuration-based integration for external data access.
Why the other options are not recommended
B. Big Objects archiving
Big Objects are intended for massive-scale storage, but they come with important functional limitations compared to standard objects (query/relationship limitations, and they don’t behave like normal CRM objects in the UI/automation ecosystem).
The option also implies archiving “cases and related data” (including items like attachments) into Big Objects, which is not a practical fit for a complete Service-case history experience for agents.
C. Just use Service Cloud console for 5-year visibility
This ignores the storage + LDV growth problem. The console can display data, but it doesn’t solve the underlying scaling risk of retaining massive volumes in core objects.
D. Capture/resolve tickets in B2C Commerce
Service cases and agent workflows belong in Service Cloud, not B2C Commerce. Also, it doesn’t address the platform scaling issue correctly.
Key takeaway
Use Service Cloud for operational case management, and an external archive (Heroku + Salesforce Connect) for historical visibility to keep the org performant and sustainable at the expected data volumes.
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
Let's analyze the requirements:
Trigger: Purchase at POS.
Action: Send email receipt within 10 minutes.
Key Constraint: Marketing Cloud Contact Key must be the Service Cloud Contact ID.
Tracking: All sends must be trackable to the customer.
Why B is Correct:
Maintains the Single Source of Truth: The POS system first interacts with Service Cloud, which is designated as the system of record for the customer (Contact). This ensures the Contact ID created or retrieved is authoritative.
Guarantees Correct Contact Key: By retrieving or creating the Contact in Service Cloud first, the POS knows the correct, official Service Cloud Contact ID. It can then pass this ID to Marketing Cloud as the Contact Key, perfectly satisfying the core identity requirement.
Supports Real-Time Timeline: The sequence of API calls (POS → Service Cloud → Marketing Cloud) can be orchestrated to complete within the 10-minute SLA. While not instantaneous, this is a synchronous, event-driven flow appropriate for a receipt.
Enables Tracking: Using the correct Contact Key ensures all sends (transactional receipts) are properly attributed to the unified customer profile in Marketing Cloud, enabling accurate tracking and reporting.
Why A is Incorrect:
Creates Identity Chaos: Sending the receipt before ensuring the customer exists in Service Cloud risks using an incorrect or temporary ID as the Contact Key. This would break the core identity mandate.
Poor Data Hygiene: The "clean up duplicates nightly" approach is reactive and unreliable. It would lead to untrackable sends and a broken customer journey in the critical first 24 hours. It violates the principle of "get the identity right at the point of entry."
Why C is Incorrect:
Violates the 10-Minute SLA: Marketing Cloud Connect and Synchronized Data Sources operate on a polling schedule (e.g., every 15-30 minutes, sometimes longer). This is not a real-time mechanism. A purchase event captured in a custom object might not synchronize to Marketing Cloud for up to an hour, missing the 10-minute receipt window.
Why D is Incorrect:
Assumes Identity is Known: It states "this information is already available at the POS," which is an unfounded and risky assumption. The POS may have its own customer ID, but the requirement explicitly states the Marketing Cloud Contact Key must be the Service Cloud Contact ID. The POS cannot know this ID without querying Service Cloud. This approach would almost certainly use the wrong key, breaking the identity model and all downstream tracking.
Architectural Reference & Key Concept
Reference: Marketing Cloud Connect Integration Patterns & Identity Management. This tests the understanding of the "System of Record" principle and real-time vs. batch integration.
Key Concept:
Identity-First Design: When a system (Marketing Cloud) must use an identifier from another system (Service Cloud Contact ID), the integration must start by resolving that identifier in its source system. You cannot guess it or use a placeholder.
Integration Pattern Selection: For real-time, event-driven communications (like a post-purchase receipt), you must use real-time APIs (REST/SOAP). You cannot rely on batch or polling-based synchronization tools (like Marketing Cloud Connect's standard sync) for the initial trigger.
The architect must recommend a flow that respects the identity constraint, uses real-time APIs for the time-sensitive event, and ensures Service Cloud remains the authoritative source for the customer record. Option B is the only one that follows this pattern correctly.
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:
In multi-cloud B2C solutions involving B2C Commerce, Service Cloud, and Marketing Cloud, effective requirements gathering and solution validation are critical, especially when the requirement originates from a specific team like customer service. The Solution Architect must ensure comprehensive capture of cross-functional needs and obtain stakeholder buy-in.
Option A (Correct): Multi-cloud designs require input from diverse stakeholders. Conducting multiple discovery workshops grouped by business function (e.g., commerce, service, marketing) and including functional SMEs (subject matter experts) and technical resources ensures all perspectives, requirements, and constraints are captured thoroughly. This avoids silos and uncovers integration needs early.
Option B (Correct): After discovery, presenting the proposed solution overview back to the design authority or executive stakeholders for validation is a key governance step. It confirms alignment with business goals, addresses any gaps, and secures approval before proceeding to detailed design or implementation.
Option C (Incorrect): While discovery workshops are essential, their primary purpose is requirements elicitation and solution ideation—not creating User Acceptance Testing (UAT) documents. UAT planning comes later in the project lifecycle. Inviting the full implementation development team at this early stage is premature.
Option D (Incorrect): Involving the customer service team is important (as they raised the requirement), but requiring detailed user stories prior to workshops reverses the process. Discovery workshops are designed to collaboratively elicit and refine user stories/requirements with facilitated discussions, not assume they are fully prepared upfront.
References:
Salesforce Trailhead: B2C Solution Architect Cert Prep – Discovery and Customer Success module (emphasizes facilitating stakeholder workshops, grouping by function for comprehensive coverage, documenting requirements, and validating designs with stakeholders).
Exam Guide weighting: Discovery and Customer Success (27%) covers agenda creation, workshop facilitation, requirements gathering/documentation, and solution validation with key stakeholders/design authorities.
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:
In a multi-cloud solution involving Service Cloud and B2C Commerce, achieving brand consistency across different platforms (like a self-service portal and a storefront) is a key architectural requirement.
Publicly-Accessible CSS: The most efficient way to ensure the Service Cloud self-service portal mirrors the B2C Commerce storefront is to reference the same CSS file. Salesforce Service Cloud allows you to specify a Style Sheet URL in the portal settings.
Centralized Branding: By hosting the CSS file on a publicly accessible web server (or within the B2C Commerce instance itself) and pointing the Service Cloud portal to that URL, any global brand updates made to the CSS will automatically reflect in both the storefront and the portal.
Self-Service Implementation: According to the official Self-Service Portal Implementation Guide, one of the primary customization steps is to "Enter the URL of the style sheet in the Self-Service settings" to control branding.
Why other options are incorrect
B: There is no standard setting called "Portal Theme URL" in Service Cloud; the correct field is specifically named the Style Sheet URL.
C & D: Manually copying/pasting code or uploading files creates a "maintenance nightmare." If the company updates its brand theme in B2C Commerce, the Architect would have to manually update the portal again. These methods do not support a "seamless" or "scalable" multi-cloud architecture.
Key Domain Context (2026 Exam)
Functional Capabilities and Business Value (19%): This domain tests your ability to use native product features (like Service Cloud portal settings) to deliver business requirements such as brand consistency.
Architecture Design (18%): A Solution Architect must prioritize "reusability" and "scalability." Referencing a single central style sheet is a more robust design than duplicating code across systems.
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
In the Salesforce B2C multi-cloud architecture, each system has a primary domain where it acts as the system of record (single source of truth):
Why B is Correct:
Marketing Cloud's Core Function: Marketing Cloud is fundamentally a Marketing Engagement and Journey Orchestration platform. Its primary role is to:
- Design, execute, and manage multi-step customer communication journeys (e.g., welcome series, post-purchase nurture, re-engagement campaigns).
- Track interaction history (email sends, opens, clicks, SMS deliveries) and use that data to personalize the next best step in a journey.
The "journey flow" logic—the decision splits, wait times, triggers, and paths—lives natively and authoritatively within Marketing Cloud. No other cloud in this trio manages this.
Why A is Incorrect:
Demographic/Profile Data (Name, Address, Email): The single source of truth for customer identity and core attributes should be Service Cloud (or the core Salesforce Platform, i.e., the Contact/Account object). This is the Golden Record. Marketing Cloud subscribes to this data via Marketing Cloud Connect or integrations. Marketing Cloud may extend this with marketing-specific attributes (e.g., EmailOptInDate), but the canonical name, address, and email should come from Service Cloud.
Why C is Incorrect:
Order History: The system of record for transactions and orders is B2C Commerce. It manages the entire order lifecycle (cart creation, payment capture, fulfillment status). This data is shared with Service Cloud for service cases and with Marketing Cloud for journey triggers (e.g., "Order Confirmation" email) and reporting, but the authoritative source is B2C Commerce.
Why D is Incorrect:
Customer Product Affinity: This is typically derived from behavioral and transactional data. The raw data comes from B2C Commerce (product views, add-to-carts, purchases). While Marketing Cloud can calculate engagement scores and use them in journeys, the foundational product interaction data originates in Commerce. In a sophisticated architecture, a centralized customer data platform (like Salesforce Data Cloud) might become the source for a unified affinity score, but among these three, it is not Marketing Cloud's native domain.
Architectural Reference & Key Concept
Reference: Salesforce Multi-Cloud Architecture Principles & Domain-Driven Design. This tests the understanding of the System of Record pattern for key data domains across the B2C suite.
Key Concept:
- Service Cloud (Core Platform): Single Source of Truth for Customer Identity (Who is the customer?).
- B2C Commerce: Single Source of Truth for Commerce Transactions (What did they buy?).
- Marketing Cloud: Single Source of Truth for Communication Journeys and Engagement History (How and when did we talk to them?).
The Solution Architect must guide NTO to build their data strategy around these domain authorities. Marketing Cloud is the brain for orchestrating when and how to communicate based on data sourced from the other systems. Attempting to make it the source of identity or order data creates duplication, inconsistency, and integration debt.
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
Option A (✅ Correct):
Marketing Cloud is the system of record for engagement data—email sends, opens, clicks, journey participation, and segmentation attributes. It is designed to track lifetime engagement history and manage personalization data. This ensures that campaigns and journeys are based on accurate behavioral and preference data.
Option B (❌ Incorrect):
Heroku is not the system of record for ecommerce transactions. B2C Commerce is the authoritative source for orders, promotions, and product affinity. Heroku may be used for custom apps or extensions, but it is not the master system for transactional data.
Option C (❌ Incorrect):
User consent, compliance preferences, and customer journey flow should not be mastered in B2C Commerce. Consent and compliance preferences belong in Service Cloud (or Customer 360/Privacy Center), while journey orchestration belongs in Marketing Cloud. B2C Commerce is focused on transactional and storefront data, not compliance or journey orchestration.
Option D (✅ Correct):
Service Cloud is the system of record for customer identity and primary attributes (name, address, birthday, phone, email). It acts as the customer master across the multi-cloud architecture. Marketing Cloud consumes these attributes for personalization, but Service Cloud owns them.
🔑 Key Takeaway
In a multi-cloud Salesforce architecture:
- Service Cloud → Master for customer identity and core attributes.
- B2C Commerce → Master for transactional data (orders, carts, promotions).
- Marketing Cloud → Master for engagement history, journeys, and personalization attributes.
- Heroku → Extension platform, not a system of record.
📚 References
Salesforce Architect Guide: Multi-Cloud Data Strategy
Salesforce Help: Marketing Cloud Data Management
Salesforce Well-Architected Framework – Data Ownership
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:
Why A is correct
In this scenario, Experience Cloud (Communities) is acting as the Identity Provider (IdP) for commerce. When Experience Cloud is the IdP, it is the system responsible for authenticating users—meaning the login identity / authentication credentials are mastered there (via Salesforce Identity / Experience Cloud customer identity). Salesforce’s guidance on Customer Identity notes that you manage customer identity through Experience Cloud sites, including login/self-registration experiences.
And for B2C Commerce identity provider setups (e.g., via SLAS), when an external IdP is used, shopper credentials are stored in the external identity system rather than in B2C Commerce—which aligns with Experience Cloud being the SoR for credentials in this architecture.
Why the other options are not Experience Cloud systems of record
B. Address book
Typically mastered in commerce / customer profile (e.g., B2C Commerce customer address book) or CRM depending on the operating model—not the community/IdP layer.
C. Wishlist
This is a commerce-domain artifact and is usually mastered in B2C Commerce.
D. Payment information
Should be mastered in payments systems / tokenization providers or commerce payments capabilities—not in Experience Cloud (and generally not stored directly due to PCI/security requirements).
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:
A. Need for additional handling of consent, preferences, and compliance for converted leads in Marketing Cloud
Why it is correct: In Salesforce (Sales/Service Cloud), converting a Lead into a Contact/Account record effectively creates a new 18-digit ID. Because Marketing Cloud treats the Subscriber Key as the unique identifier, the consent and opt-out preferences stored against the Lead ID do not automatically transfer to the new Contact ID within Marketing Cloud's system tables.
Architectural Impact: The architect must design a process (often using Automation Studio or custom triggers) to ensure that if a customer unsubscribed as a Lead, they remain unsubscribed once they become a Contact to ensure GDPR/TCPA compliance.
C. Leads are unique contact records in Marketing Cloud
Why it is correct: Marketing Cloud is "Contact-based," but its definition of a Contact is any record in the All Subscribers table. When you sync a Lead record from Sales Cloud to Marketing Cloud, it consumes one "Contact" license. When that Lead is converted to a Contact in Sales Cloud, a second unique record is created in Marketing Cloud with a different Subscriber Key (the Contact ID).
Billing/Data Impact: This effectively doubles the contact count for that individual in Marketing Cloud until the old Lead record is deleted or suppressed, impacting license usage and billable contact limits.
Detailed Analysis of Incorrect Answers
B. Engagement history from the lead record will be natively available for contact record in Marketing Cloud
Why it is incorrect: As mentioned above, Marketing Cloud views the Lead and the Contact as two entirely separate entities because their Subscriber Keys (the primary keys) are different. Without a custom "Identity Stitching" solution or a CDP (Data Cloud), the engagement history (clicks, opens) associated with the Lead record will stay with the Lead record and will not "natively" merge into the new Contact record's history in Marketing Cloud.
D. Leads can have detrimental impact on quality of contact records in Sales Cloud
Why it is incorrect: While poor lead management can lead to duplicates, this is a general CRM data hygiene issue rather than an "architectural implication" of the proposed multi-cloud nurturing journey. In fact, using a Lead-management process is the standard way to protect the quality of Contact records by ensuring only qualified, "clean" data is converted into the permanent database.
References
Salesforce Help: Marketing Cloud Connect: Lead Conversion - Details how Subscriber Keys change during conversion.
Salesforce Architects: Identity Management for Multi-Cloud - Discusses the "Identity Gap" during lead-to-contact transitions.
Marketing Cloud Documentation: Definition of a Contact and Subscriber - Explains how both leads and contacts count toward the total contact limit.
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:
Why C is correct
The CMO’s goal is not to replace existing marketing tools, but to integrate them and have commerce as the foundation (“commerce underlying all”).
Salesforce CDP (now Data Cloud / Data 360) is designed to ingest and unify customer data from multiple systems (including non-Salesforce sources via connectors) into a single customer profile that can then be activated back into downstream systems.
For the “commerce underlying all” part, Salesforce provides a B2C Commerce → CDP/Data Cloud connector (often referenced as the Commerce CDP connector / B2C Commerce connector) to bring commerce data into Data Cloud and unify it with other sources.
So C matches both constraints:
works with existing marketing tools (doesn’t force a new one),
uses the Commerce CDP connector to ground profiles and insights in commerce behavior/data.
Why the other options are wrong
A. Replace existing marketing tools with CDP
This contradicts the requirement: “They do not want to force a new marketing tool on all the business units.” CDP/Data Cloud complements tools; it doesn’t need to replace them.
B. Use CRM Analytics to integrate and create a single view
CRM Analytics can unify and visualize data for analytics, but it’s not the best “integration + customer profile unification + activation” layer for a multi-martech environment the way Data Cloud/CDP is positioned (especially with a dedicated B2C Commerce connector).
D. Recommend Marketing Cloud to integrate with existing marketing tools
Marketing Cloud is a marketing platform. Recommending it would effectively introduce a new marketing tool, which the business explicitly wants to avoid.
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