Salesforce Certified B2C Solution Architect (Arch-302) Exam Questions Instant Access

Question 1

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

ACurate tiered experiences in Marketing Cloud

BSegment Individuals within CDP C.Q Segment Journeys within CDP

CCurate tiered experiences in Loyalty Management

DCreate Journeys by tiers in Marketing Cloud

Answer : A, C, D

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.

Question 2

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 expect a 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?

ABuild the storefront using the Storefront Reference Architecture (SFRA) and adopt Marketing Cloud for customer engagement.

BBuild the storefront using B2C Commerce SiteGenesis architecture and adopt Pardot for customer engagement.

CModify 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.

DBuild the storefront using a headless commerce architecture and adopt Pardot for customer engagement.

Answer : A

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. Reference: https://developer.salesforce.com/docs/commerce/sfra/overview/about-sfra https://www.salesforce.com/products/marketing-cloud/overview/

Question 3

A company wants to give its service agents a current view in Marketing Cloud of which journeys customers are in at any given time, so that agents can provide a more persona! and relevant experience if a customer contacts them.

What approach should a Solution Architect recommend to fulfill this requirement?

AAdd the Journey Membership Lightning component from the Marketing Cloud Connect Managed Package to the Contact Page Layout.

BSchedule a batch job in Salesforce to query Marketing Cloud for the contact membership status of all contacts in Journeys on a regular basis (for example, once per hour) and write this to the Contact record.

CDevelop a custom Lightning web component in Salesforce to query Marketing Cloud in real time to get Contact Journey membership.

DCreate a multi-select picklist on the contact record, and use the out-of-the-box Contact Update activities in Journey Builder to add or remove the name of the journey as they enter and exit.

Answer : A

The Journey Membership Lightning component is a pre-built component that displays the journeys that a contact is in and their status in each journey. It can be added to the Contact Page Layout in Service Cloud using the Marketing Cloud Connect Managed Package, which enables integration between Service Cloud and Marketing Cloud. Reference: https://help.salesforce.com/s/articleView?id=sf.mc_co_journey_membership_lightning_component.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.mc_co_marketing_cloud_connect.htm&type=5

Question 4

A company has a multi-cloud implementation that involves an Experience Cloud portal, Service Cloud for case management, and Marketing Cloud for customer interaction.

The company wants all changes in Salesforce data---including creation, updates, deletion, and undeletion of a record---to be synchronized to its custom-built retail loyalty application in near-real time without significantly impacting the overall system performance.

Which option is the most appropriate integration mechanism for this scenario?

AOutbound Messages

BTriggered Send Definition

CApex Trigger Callout

DChange Data Capture

Answer : D

Change Data Capture is an event-driven integration mechanism that allows near-real-time synchronization of Salesforce data changes with external systems. It does not impact the system performance as it uses asynchronous processing and does not require triggers or code. Reference: https://developer.salesforce.com/docs/atlas.en-us.change_data_capture.meta/change_data_capture/cdc_intro.htm

Question 5

Northern Trail Outfitters (NTO) wants incoming support cases to automatically be routed to the correct team based on customer purchases.

Which option should a Solution Architect configure to accomplish this7

AAuto Response rules and Support Processes

BApex trigger on a Case object

CQueues and Assignment rules

DAuto-launched Flow with a Record Trigger

Answer : C

Queues and Assignment rules are features of Service Cloud that allow incoming support cases to be automatically routed to the correct team or agent based on predefined criteria, such as customer purchases, case origin, or case priority.

Question 6

An organization has separate support teams that work with customers based on their tier level. Tier levels are based on the amount of money a customer spends. The organization wants incoming support cases to automatically be routed to the correct team based on their tier level.

Which two options should a Solution Architect configure to accomplish this?

Choose 2 answers

AAssignment Rules

BQueues

CSupport Processes

DAuto Response Rules

Answer : A, B

A support case is a record that tracks a customer's question, problem, feedback, or request for service. A support case can be created manually by a user or automatically by an email, web form, chat, etc. A support case can be assigned to a user or a queue for further action or resolution. To automatically route incoming support cases to the correct team based on their tier level, a Solution Architect should configure the following:

Assignment Rules: Assignment rules are rules that define how to assign cases to users or queues based on certain criteria or conditions. Assignment rules can help automate the case assignment process and ensure that cases are routed to the right people or teams based on their skills, availability, workload, etc.

Queues: Queues are lists of records that need to be worked on by multiple users or teams. Queues can help organize and prioritize workloads and distribute cases among users or teams based on their capacity or expertise.

Option C is incorrect because support processes are processes that define the stages or statuses that a case goes through from creation to closure. Support processes do not affect how cases are assigned to users or queues based on tier level. Option D is incorrect because auto response rules are rules that define how to send automatic email responses to customers when cases are created or updated based on certain criteria or conditions. Auto response rules do not affect how cases are assigned to users or queues based on tier level. Reference:

https://help.salesforce.com/s/articleView?id=sf.customize_case.htm&type=5

https://help.salesforce.com/s/articleView?id=sf.customize_supporthome.htm&type=5

https://help.salesforce.com/s/articleView?id=sf.queues_overview.htm&type=5

Question 7

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?

AManage inventory data inside of Salesforce OMS so it is easier to parse by store.

BManage B2C Commerce geolocation data for stores on an order by order basis.

CManage inventory data inside of B2C Commerce so it is easier to parse by store.

DMarketing Cloud Mobile Push is required for this solution and must be enabled.

Answer : C

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. Reference: https://help.salesforce.com/s/articleView?id=sf.b2c_commerce_oms_integration.htm&type=5