Salesforce Arch-302 Exam : Salesforce Certified B2C Solution Architect

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Salesforce Arch-302 Exam Syllabus Topics:

Salesforce Certified B2C Solution Architect Sample Questions:

Question 1

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

A. Assignment Rules
B. Queues
C. Support Processes
D. Auto Response Rules

Question 2

A customer has been using Marketing Cioud with their existing (non-Salesforce) ecommerce site for more than 3 years and is now implementing Service Cloud to help improve the quality of support given to their customers. While Service Cloud will be integrated with the ecommerce site and they want to use many Marketing Cloud Connect features, the customer is insisting on continuing to use the existing integration between the ecommerce site and Marketing Cloud until they move to Salesforce B2C Commerce (planned for the coming 2 years).
Which two concerns should the Solution Architect raise with the customer considering the approach they want to take?
Choose 2 answers

A. Journey Builder will need to be used to update the Contact Key directly in Marketing Cloud to ensure the existing ecommerce site integration can continue to be used.
B. Contacts may be duplicated in Marketing Cloud during the transition phase, and additional work may be required to merge identities at a later date.
C. Additional Matching rules will need to be implemented in Service Cloud to ensure identities are merged before messaging in Marketing Cloud.
D. Email tracking for messages sent from the ecommerce site will not be replicated via Marketing Cloud Connect and therefore will not be visible to the Service Agents.

Question 3

A B2C Commerce merchant has multiple live sites across different brands and geographies all supported by Service Cloud and Marketing Cloud. Unfortunately, the merchant is having customer service challenges caused by fragmented views of the customer. Customers occasionally use alternate email addresses, make purchases as guests, and contact customer service anonymously. The Success Manager believes that Customer
360 Data Manager could help them solve their problem.
How should a Solution Architect describe the role of Customer 360 Data Manager in this context?

A. Customer 360 Data Manager cannot be used across multiple brands within a single merchant environment because the customer as human view cannot support different accounts under separate brands.
B. Customer 360 Data Manager can be used to identify multiple records within each separate system representing the same person and assigning them a consistent Global Party ID; additional custom development is then required to relate those IDs between systems.
C. When Customer 360 Data Manager is provisioned, B2C Commerce, Service Cloud, and Marketing Cloud will automatically use a common core Customer Profile managed by Customer 360 Data Manager.
D. Customer 360 Data Manager can be used to recognize customers as humans and extend existing records related to that human across connected systems with a consistent Global Party ID.

Question 4

A marketing team is using Sales Cloud web-to-lead forms to capture leads. The company recently acquired Marketing Cloud and wants to ensure that the data is synchronized to Marketing Cloud without losing data and without creating duplicate contacts.
Which consideration should a Solution Architect voice to the marketing team when designing this solution?

A. Leads can be merged and converted in Marketing Cloud.
B. Web-to-lead forms trigger Marketing Cloud journeys without creating leads in Salesforce.
C. The contact delete framework in Marketing Cloud can be used to resolve duplicate contacts and associated billing challenges.
D. Leads and contacts are unique records in Marketing Cloud.

Question 5

A company wants to use the Salesforce Platform for their needs. They need a marketing solution, an online ordering platform, and a b solution for service agents, The goal of the company is to provide end-to-end support for their customers.
What is an example of a deliverable that the Solution Architect should provide to make sure the company understands the solution that is needed?

A. Final design document for storefront pages and service agent experience
B. Technical Design Specification showing the data mapping/model and systems integration
C. Organization chart of the company completed by the Solution Architect
D. Email templates and copy for suggested marketing emails

Solutions: