A company had strong new-customer growth for the year but has noticed that lifetime value has been declining. They want to run automated re-engagement campaigns with customers who made purchases in the last 24 months but are unsure of where to start.
They have Service Cloud, Marketing Cloud, and B2C Commerce implemented and recently began using CRM Analytics.
Which two recommendations should a Solution Architect provide to the company to improve the success of the automated campaign?
Choose 2 answers
A. Use SMS as a channel due to its significantly higher engagement rate as compared to email
B. Generate personalized coupon codes in B2C Commerce and send them through Marketing Cloud to be able to effectively track impact of campaigns
C. Use CRM Analytics to analyze customer engagement history over the last 24 months
D. Configure Einstein Recommendations in Marketing Cloud to automate segment generation for Journey Builder
Explanation: These answers are correct because they are recommendations that can improve the success of the automated re-engagement campaign. Using SMS as a channel can increase the engagement rate as compared to email, as SMS messages have higher open and response rates. Configuring Einstein Recommendations in Marketing Cloud can automate segment generation for Journey Builder, which can help create personalized and relevant messages based on customer data and behavior.
A financial services firm with many high net-worth individuals Is about to implement Service Cloud, Marketing Cloud, and Salesforce Platform. Given the nature of the individuals, they are often required to adhere to financial regulations and civil procedures in regards to their data. This often requires restricting their data processing.
Given that requirement, what are three considerations the financial services firm should be aware of whenlimiting data processing across these clouds?
Choose 3 answers
A. Removing a data processing restricted contact within Marketing Cloud requires removing the restriction first before removing the contact
B. Consider deleting all of the customer data inorder to adhere to the requirements.
C. Restricting data within Service Cloud requires contacting a Service Cloud account representative.
D. Export relevant customer data on Salesforce Platform so it is retained first before deleting or providing any data.
E. Restricting data within Marketing Cloud requires contacting a Marketing Cloud account representative.
Explanation: These are three considerations that the financial services firm should be aware of when limiting data processing across these clouds. Removing a data processing restricted contact within Marketing Cloud requires removing the restriction first before removing the contact, as deleting a restricted contact will result in an error message.
Exporting relevant customer data on Salesforce Platform so it is retained first before deleting or providing any data is a best practice for complying with data requests or regulations. Restricting data within Marketing Cloud requires contacting a Marketing Cloud account representative, as this feature is not available in the user interface.
A Solution Architect is working on a project that will use Service Cloud and Marketing Cloud. The company is concerned about its service agents' productivity, since they will sometimes also require access to Marketing Cloud. The company wants the Solution Architect to implement a solution that lets agents authenticate and access all systems with the least possible clicks. The company wants agents to confirm their identity using multi- factor authentication (MFA) upon logging in to either system.
Which three activities does the Solution Architect need to completein order to meet the company's requirements?
Choose 3 answers
A. Enable SSO on both Service Cloud and Marketing Cloud.
B. Define which system is acting as an identity provider (IDP).
C. Configure Marketing Cloud Connect,
D. Enable Active Directory Federation Services (ADFS) and Salesforce Event Monitoring on the identity provider (IDP).
E. Enable MFA on the identity provider (IDP).
Explanation:
Option A is correct because enabling SSO on both Service Cloud and Marketing Cloud is a necessary step to allow agents to authenticate and access all systems with the least possible clicks, as they only need to log in once with their credentials and then switch between systems seamlessly.
Option B is correct because defining which system is acting as an identity provider (IDP) is a necessary step to configure SSO between Service Cloud and Marketing Cloud, as it determines which system will verify the identity of the agents and issue authentication tokens for the other system.
Option E is correct because enabling MFAon the identity provider (IDP) is a necessary step to meet the company’s requirement of confirming the identity of the agents using multi-factor authentication (MFA) upon logging in to either system.
MFA adds an extra layer of security by requiring agentsto enter a verification code or use another device besides their username and password.
Option C is incorrect because configuring Marketing Cloud Connect is not a necessary step to enable SSO between Service Cloud and Marketing Cloud, as it is used for data synchronization and integration purposes, not for authentication or access management.
Option D is incorrect because enabling Active Directory Federation Services (ADFS) and Salesforce Event Monitoring on the identity provider (IDP) are not necessary steps to enable SSO between Service Cloud and Marketing Cloud, as they are used for different purposes. ADFS is used for federating identities across different domains or organizations, while Salesforce Event Monitoring is used for tracking user activity and performance within Salesforce.
An organization is considering using the Lead object in Sales Cloud totrack customers who have signed up for their newsletter. The goal is to add these customers to a Marketing Cloud nurture campaign. Once they make a purchase, the suggested design is to convert the Lead to a Contact record and associate the resulting Contact with a Marketing Cloud Subscriber.
What recommendation should a Solution Architect make to avoid implementation challenges?
A. Ensure that the Marketing Cloud Contact associated with the Lead is updated to reference the Contact after conversion.
B. Avoid using the Lead object by creating Contacts with different Record Types for prospects.
C. Delete the Marketing Cloud Contact associated with the Lead object after conversion.
D. Add prospects who have not created an account or made a purchase to MarketingCloud directly without creating a Lead.
Explanation: This option ensures that the Marketing Cloud Contact is linked to the correct Salesforce record after the Lead is converted to a Contact, and that the contact utilization is not affected by duplicate records. The other options can result in data loss, inconsistent reporting, or unnecessary complexity.
A customer is using B2C Commerce, Marketing Cloud, Service Cloud, and Experience Cloud. They would like to leverage Salesforce CMS to create common content that can be leveraged across customer touchpoints.
Which two products can leverage Salesforce content without custom integration?
Choose 2 answers
A. Experience Cloud
B. B2C Commerce
C. Marketing Cloud
D. Service Cloud
Explanation: Salesforce CMS is a product that allows creating, managing, and delivering content across different channels and devices. Salesforce CMS can create common content that can be leveraged across customer touchpoints, such as websites, portals, apps, etc. The products that can leverage Salesforce content without custom integration are:
Experience Cloud: Experience Cloud is a product that allows creating branded websites and portals for customers, partners, or employees. Experience Cloud can leverage Salesforce content without custom integration, by using CMS Connect or CMS Collections to display content from Salesforce CMS on Experience Cloud pages.
B2C Commerce: B2C Commerce is a product that allows creating ecommerce websites and storefronts for online shopping. B2C Commerce can leverage Salesforce content without custom integration, by using CMS Connect or CMS Collections to display content from Salesforce CMS on B2C Commerce pages.
Option C is incorrect because Marketing Cloud is a product that allows creating and delivering personalized marketing campaigns across different channels and devices. Marketing Cloud cannot leverage Salesforce content without custom integration, as it requires using APIs or custom code to access content from Salesforce CMS.
Option D is incorrect because Service Cloud is a product that allows managing customer service interactions across different channels and systems. Service Cloud cannot leverage Salesforce content without custom integration, as it requires using APIs or custom code to access content from Salesforce CMS.
Refer to the exhibit.
A beauty brand is planning to re-platform their existing website onto B2C Commerce. As part of the re-platform they will create a new social community where beauty insiders can view how-to videos, share tips, and favorite products. As part of the overall solution, the beauty brand is going to implement 82C Commerce, Experience Cloud, and Salesforce Identity.
Each beauty insider can store and update important profile and commerce information like email, phone number, beauty preferences, and saved addresses.
Which application should a Solution Architect recommend to set up the primary profile after reviewing the workflow and attempting to minimize migration of customer profile data?
A. Salesforce Identity
B. Service Cloud
C. Experience Cloud
D. B2C Commerce
Explanation:
Option D is correct because B2C Commerce should be the system of record for the primary profile after reviewing the workflow and attempting to minimize migration of customer profile data. B2C Commerce is the first point of contact for customers who register an account before making their first purchase, and it can store and update important profile and commerce information like email, phone number, beauty preferences, and saved addresses. B2C Commerce can also integrate with Experience Cloud and Salesforce Identity to provide a consistent and secure user experience across the social community and the ecommerce site.
Option A is incorrect because Salesforce Identity should not be the system of record for the primary profile after reviewing the workflow and attempting to minimize migration of customer profile data. Salesforce Identity is mainly used for authentication and identity management purposes, not for storing and updating customer profile and commerce information. Salesforce Identity can also integrate with Experience Cloud and B2C Commerce to provide a single sign-on (SSO) experience for customers across the social community and the ecommerce site.
Option B is incorrect because Address book should not be the system of record for the primary profile after reviewing the workflow and attempting to minimize migration of customer profile data. Address book is not a system or an application, but rather a feature or a data element that can be stored and updated in B2C Commerce or other Salesforce clouds.
Option C is incorrect because Wishlist should not be the system of record for the primary profile after reviewing the workflow and attempting to minimize migration of customer profile data. Wishlist is not a system or an application, but rather a feature or a data element that can be stored and updated in B2C Commerce or other Salesforce clouds.
Key business stakeholders have asked for a new business requirement that requires a multi-cloudsolution design using self-service commerce, a service agent console, and marketing communication. A Solution Architect was brought in to lead the end-to-end solution design and delivery.
Which two actions should the Solution Architect take to accurately capture these requirements'
Choose 2 answers
A. Set up DevOps processes and environments in preparation for the discovery workshops.
B. Design the solution and hand it off to the delivery team to start to build and test it.
C. Include functional and technical experts across discovery workshops to ensure requirements and priorities are captured.
D. Draft a requirements and process document. Invite key business and technical/design team stakeholders to review and approve.
Explanation: These answers are correct because they are actions that a Solution Architect should take to accurately capture the requirements for a multi-cloud solution design. Including functional and technical experts across discovery workshops can help ensure that the requirements and priorities are captured from different perspectives and domains.
Drafting a requirements and process document can help document the business needs, expectations, and constraints for the solution design. Inviting key business and technical/design team stake holders to review and approve the document can help validate the requirements and ensure
alignment.
A financial services company wants to implement Service Cloud and Marketing Cloud. A number of profile attributes required for personalization in Marketing Cloud were identified as personally identifiable information (PII) and are too sensitive to bestored in Salesforce.
Tokenized Sending was presented as a way to address these concerns.
Which two implications should a Solution Architect consider if Marketing Cloud Connect is to be used for cloud integration?
Choose 2 answers
A. The synchronized dataextensions will include the token and all PII attributes
B. All emails will need to be sent through Marketing Cloud or Marketing Cloud Connect to avoid disruptions
C. The standard email address field for contacts and leads needs to be populated with a token
D. The token with all supporting attributes will need to be stored in Service Cloud
Explanation: Tokenized Sending is a feature in Marketing Cloud that allows sending messages with data that is too sensitive to store in Salesforce due to laws, regulations, or security policies. Tokenized Sending uses an API call to exchange data from an external system with Marketing Cloud at send time, without storing the data in Salesforce. Marketing Cloud Connect is a feature that enables integration between MarketingCloud and other Salesforce clouds such as Service Cloud. When using Tokenized Sending with Marketing Cloud Connect, the following implications should be considered:
The synchronized data extensions will include the token and all PII attributes. Synchronized data extensions are tables in Marketing Cloud that store data from other Salesforce clouds using data synchronization in Marketing Cloud Connect. When using Tokenized Sending, the synchronized data extensions will include the token as well as all personally identifiable information (PII) attributes such as name, email, phone, etc. The token will serve as the subscriber key and contact key in Marketing Cloud, while the PII attributes will be used for personalization and segmentation.
The standard email address field for contacts and leads needs to be populated with a token. When using Tokenized Sending, the standard email address field for contacts and leads in other Salesforce clouds needs to be populated with a token instead of an actual email address. The token resembles a standard email address but contains encrypted information about the subscriber. The token is used to exchange data with the external system at send time and send messages to the actual email address.
Option B is incorrect because not all emails need to be sent through Marketing Cloud or Marketing Cloud Connect to avoid disruptions when using Tokenized Sending. However, it is recommended to do so to ensure consistent tracking and deliverability data across clouds. Option D is incorrect because the token with all supporting attributes does not need to be stored in ServiceCloud when using Tokenized Sending. The token and the attributes are stored in the external system and only exchanged with Marketing Cloud at send time.
Which two considerations should the Solution Architect keep in mind while designing the solution for OOBO?
Choose 2 answers
A. Every REST call between B2C Commerce and Service Cloud counts towards API governor limits.
B. The OOBO shopping experience requires that Salesforce service agent users authenticate against the B2C Commerce environment before creating the shopping session.
C. Middleware, like Mulesoft, must be used to ensure the security and uptime of the integration between B2C Commerce and Service Cloud.
D. The Service Agent cannot order on behalf of the customer if the customer is offline.
Explanation: The REST calls between B2C Commerce and Service Cloud are subject to API governor limits, which can affect the performance and availability of the integration. The service agent users need to have B2C Commerce permissions and access keys to log in and place orders on behalf of registered storefront shoppers.
Universal Containers has an existing loyalty program that rewards its customers for purchases and frequent shopping with points that can be redeemed in store or online. They want to transform their existing loyalty program by investing in tools like Marketing Cloud, Salesforce Loyally Management and COP- They want to start segmenting their most loyal customers based or their online engagement and purchase history.
Which three actions should a Solution Architect recommend they consider taking with the tools they are investing In?
Choose 3 answers
A. Curate tiered experiences in Marketing Cloud
B. Segment Individuals within CDP C.Q Segment Journeys within CDP
C. Curate tiered experiences in Loyalty Management
D. Create Journeys by tiers in Marketing Cloud
Explanation: Curating tiered experiences in Marketing Cloud allows the company to create personalized content and offers based on the loyalty level of the customers. Segmenting Journeys within CDP enables the company to use data from multiple sources to create customer segments and target them with relevant messages across channels. Creating Journeys by tiers in Marketing Cloud allows the company to design and execute customer journeys based on the loyalty program tiers and goals.
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