Salesforce ARC-801 Exam Practice Test Instant Access

Question 1

Universal Containers (UC) is about to start a massive digital transformation project across multiple service channels. UC plans on using Service Cloud, Omni-Channel, chatbots, Knowledge, and Einstein AI throughout all the service capabilities. Before discovery can start, the key stakeholder would like to see the automated chat capabilities in action. They currently use a third-party Knowledge Base and are wondering what is the value of it over Salesforce Knowledge. They believe it will be chatbots but they are unsure.

What is one of the key benefits the Solution Architect should address within the context of the demo?

ADemo how the chatbot can provide a response to a customer's request by bringing together content from Knowledge articles.

BDemo how the chatbot can anticipate the responses of the customer before they make it, and generate Knowledge article responses based on what they have bought.

CDemo how the chatbot can utilize Knowledge within it to deflect customer issues before a case is created.

DDemo how a human being can have a real conversation with an Einstein Al-driven chatbot.

Answer : A

Demonstrating the chatbot's capability to utilize Salesforce Knowledge to provide accurate and helpful responses to customer inquiries highlights the value of integrating Knowledge with automated chat solutions. This showcases how AI-driven chatbots can enhance customer service by quickly accessing and delivering content from Knowledge articles, addressing customer issues efficiently and reducing the need for direct human intervention. This capability not only improves the customer experience by providing immediate assistance but also showcases the seamless integration between Salesforce's AI technologies and Knowledge base, illustrating the platform's ability to support advanced customer service strategies. Salesforce documentation and best practices often highlight the importance of leveraging Knowledge articles within AI-driven chat solutions to optimize customer support and service workflows.

Question 2

A team at Universal Containers (UC) is currently working on an initial release of Service Cloud. However, UC's management team is very enthusiastic about new features of the platform and wants to go to market with the new Service Cloud solution as soon as possible. The current objective of their initial Service Cloud release is mostly about managing their case workload and case assignment processes. A Solution Architect is called into a management meeting and asked when UC can go live with automated chatbots, Einstein case classification, and CRM Analytics for data insights.

How should a Solution Architect respond to the management team considering their request for these new capabilities'?

AAgree with the management team to postpone the go-live and increase the scope to include the desired features.

BExplain to the management team that these features are still evolving and that it is best to wait a few releases so that they are stable before starting to use them in production.

CExplain the long-term vision and roadmap, and thenpropose a logical phasing in which the planned minimum viable product (MVP) is the first step on the journey that will eventually include the desired features.

DAgree that the new features are crucial to the success of the initiative and swap parts of the current scope for the most innovative feature.

Answer : C

Explaining the long-term vision and roadmap, and then proposing a logical phasing in which the planned minimum viable product (MVP) is the first step on the journey that will eventually include the desired features2. This option can help UC align their expectations with their business goals and priorities, while also demonstrating how they can achieve incremental value from their Service Cloud solution over time. The Solution Architect can also highlight the benefits of delivering an MVP first, such as validating assumptions, testing functionality, gathering feedback, and reducing risks.

https://trailhead.salesforce.com/credentials/b2bsolutionarchitect

Question 3

Universal Containers recently began a project to connect its ERP with Salesforce. One of the requirements is a daily batch process to create and update orders and order product information. The development team, using the corporate ETL tool, has created two processes to create these records using Bulk API. The test in the development environment worked fine, but in the production environment, some orderproduct records were not updated and showed an error "UNABLE_TO_LOCK_ROW:unable to obtain exclusive access to this record". There is one Process Builder on the Order Product object and no async process.

Which two steps should a Solution Architect recommend to avoid this error?

Choose 2 answers

AUse the import wizard instead of Bulk API.

BSort the order product records by account and order before the Bulk API load.

CChange the Bulk API call to use Bulk API 2.0.

DAdd a retry process for the records rejected by this error.

Answer : B, D

B) Sort the order product records by account and order before the Bulk API load.

This answer can help avoid this error by reducing the chances of concurrent updates on the same parent record (account or order) by different batches.Sorting the records by account and order can ensure that all records related to a parent record are processed together in a single batch, which can prevent locking conflicts with other batches2.

D) Add a retry process for the records rejected by this error.

This answer can help recover from this error by attempting to update the rejected records again after some time interval.This can increase the likelihood of obtaining exclusive access to those records as they may be unlocked by then3.

Sorting order product records by account and order before using the Bulk API can minimize the likelihood of row lock errors by ensuring that related records are processed in a sequence that reduces the chance of concurrent access attempts. Additionally, implementing a retry mechanism for records that encounter the 'UNABLE_TO_LOCK_ROW' error provides a robust error handling strategy, allowing the system another opportunity to process the records successfully. These recommendations are in line with Salesforce's best practices for bulk data processing, which emphasize the importance of efficient data loading strategies and error management to ensure data integrity and system performance during large-scale data operations.

Question 4

Universal Containers (UC) is in the process of identifying if Revenue Cloud will work for its business processes. UC has already implemented Sales Cloud, which includes complex steps and checklists that are orchestrated based on changes made to an Opportunity. Based on the current Sales Cloud implementation, UC has concerns about how Revenue Cloud will interact with its current customizations on the Opportunity object and if it will be difficult to customize the solution in the future.

Which design approach should a Solution Architect recommend tomitigate concerns about custom processes on any single object?

AUse an event-driven design to separate automations that could run asynchronously from the save cycle with a third-party tool like Heroku.

BMigrate automations from Process Builder to a single flow that is triggered by record updates, using only the 'After Save' context so that all operations can be organized in a single flow.

CLeave the orchestration of the automation to Process Builder, but invoke autolaunched flows from Process Builderso that the actual operations run in flows.

DMigrate automations from Process Builder to flows triggered by record updates, organizing operations in separate flows for the 'Before Save' and 'After Save' contexts.

Answer : D

Migrate automations from Process Builder to flows triggered by record updates, organizing operations in separate flows for the 'Before Save' and 'After Save' contexts. This approach will allow UC to keep their current customizations on the Opportunity object, while allowing for greatercontrol and flexibility when customizing the solution in the future. Additionally, this approach will allow UC to better orchestrate the automations and ensure that operations are being run in the right order and context.

https://www.salesforce.com/products/cpq/overview/

Question 5

UniversalContainers (UC) needs to support its customers via email, phone, and chat. Service agents are only scheduled to support one communication channel for each shift. UC has implemented a service-focused community but only wants customers to inquire about service in the community through chat.

Which three options should a Solution Architect recommend to meet the requirements defined above?

Choose 3 answers

ACTI adaptor with Omni-Channel integration

BCustomer Community with ability to create a new support Case

CExperience Cloud, web-to-case, and a CTI integration

DOmni-Channel with defined presence, routing configurations, and Service Channels

ECustomer Community with Live Agent

Answer : C, D, E

Experience Cloud2. This way, you can create a service-focused community for your customers using Experience Cloud Sites. You can also customize the look and feel of your community and integrate it with other Salesforce products and features.

Omni-Channel with defined presence, routing configurations, and Service Channels3. This way, you can manage your service agents' availability and workload across different communication channels such as email, phone, and chat. You can also use service channels to define which objects and records are routed to your agents using Omni-Channel.

Customer Community with Live Agent23. This way, you can enable chat support for your customers in the community using Live Agent. You can also configure chat buttons, invitations, pre-chat forms, and other settings for Live Agent.

Question 6

Different teams at Universal Containers (UC) are experiencing challenges using their existing tools. The Sales team can only access their application from the office, the Marketing team has to manually import leads coming from the website into their campaign tool, and the Support team lacks a communication history repository between email, social networks, and calls. The website was developed by the IT team, and the Legal team is responsible for the Consent Management Platform used to meet GDPR requirements.

UC wants to improve its relationship with customers, so a digital redesign program is starting with the goal of moving to Salesforce solutions.

Which three steps are necessary to set up a program roadmap?

Choose 3 answers

AIdentify the high-level workload capacity and planning of the IT and Legal teams.

BPrioritize the transformation of activities involving the least development.

CCreate project plans for each of the projects that will be on the roadmap.

DPrioritize the transformation of activities related to customers' interactions.

EExplain how the program contributes to the business's goals.

Answer : A, D, E

https://trailhead.salesforce.com/content/learn/modules/innovation_solution/innovation_solution_build_business

When setting up a program roadmap for a digital redesign program like the one Universal Containers (UC) is initiating, it's crucial to align the program with the overall business goals, understand the capacity of key teams, and prioritize customer-facing transformations. Therefore:

A) Identify the high-level workload capacity and planning of the IT and Legal teams. This step is essential to ensure that the IT and Legal teams can support the program, considering their current workload and the additional responsibilities that the Salesforce implementation will bring, especially in terms of integrating existing systems and ensuring GDPR compliance.

D) Prioritize the transformation of activities related to customers' interactions. Given UC's objective to improve its relationship with customers, focusing on transforming customer-facing processes first will have the most immediate and significant impact. This approach aligns with Salesforce's emphasis on customer relationship management.

E) Explain how the program contributes to the business's goals. Linking the digital redesign program to the broader business objectives of UC ensures that the initiative has clear strategic value and helps in securing buy-in from stakeholders across the organization.

Reference for these points can be found in Salesforce's own documentation on best practices for digital transformation and program management, such as the Salesforce Implementation Guide and resources available on the Salesforce Trailhead platform.

Question 7

Universal Containers serves customers globally across two businesses. Each business has its own org for managing itssales and support operations. Each line of business also maintains its own reporting systems using both CRM Analytics and Salesforce reports, but the CEO is asking for a unique dashboard that includes the global opportunity pipeline with data from both orgs.

What should a Solution Architect propose?

AUse CRM Analytics in the primary org and create a Salesforce External Connection. Then, create a dataflow to combine data from both orgs.

BUse one org as primary and create external objects for the accounts and opportunities of the other one. Then, use standard reports.

CUse one org as primary and an ETL tool to synchronize the accounts and opportunities of the other org. Then, use standard reports.

DUse CRM Analytics in the primary org and then, in thedashboards, use Salesforce Connect to query the data from the other org.

Answer : A

CRM Analytics (formerly known as Tableau CRM) allows for the creation of powerful dashboards that can incorporate data from multiple Salesforce orgs. By using CRM Analytics with an external connection and creating a dataflow, data from both orgs can be combined into a unified dashboard, providing the global visibility the CEO is requesting. This aligns with Salesforce's guidance on multi-org reporting using CRM Analytics, which enables cross-org data integration and visualization.

Salesforce ARC-801 Design and Implement B2B Multi-Cloud Solutions Exam Practice Test