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Salesforce Certified B2C Solution Architect Sample Questions:

1. A company is seeing an increased volume of customers browsing for higher-value items, as well as longer consideration times before customers place orders based on what is in their shopping carts.
What are two tactics that a Solution Architect could recommend to increase checkouts and decrease the time from adding items to completing a checkout?
Choose 2 answers

A) Enable customer service agents to enroll customers in an Abandoned Cart Journey in Marketing Cloud if an interaction does not result in the processing of an order.
B) When the cart value reaches a certain value, push a chat request to assist the customer with the checkout process.
C) Monitor the cart items and time since it has been active in B2C Commerce and send a reminder and checkout incentive 18 hours after the cart was last modified.
D) Enable customer service agents to update and complete a cart transaction on behalf of the customer.

2. A luxury retailer is about to implement B2C Commerce and Marketing Cloud for their online presence. They are well known for being open with their customers when it comes to their customers' purchases. For example, if a customer asks for a record of their recent purchases, they provide it very quickly within their stores. They would like this to reflect in their online presence as well.
Given that requirement and the requirement to adhere to global data privacy acts, what are two out-of-the-box features the retailer should enable across these clouds when it comes to providing customers access to their own data?
Choose 2 answers

A) Use the Contact Data Portability report in Marketing Cloud to create a report containing subscriber data related to a single contact.
B) Use the Customer Data Portability report in Marketing Cloud to create a report containing subscriber data related to a single customer.
C) Use the Contact Data Snapshots report in Commerce Cloud to create a report containing purchaser data related to a single contact.
D) Use the Customer Data Snapshots report in Commerce Cloud to create a report containing purchaser data related to a single customer.

3. An organization has a product catalog containing 500,000 unique SKUs and a total customer base of approximately 3 million customers, of which 250,000 are active in a given month. In order to better understand shopper behavior and build customer marketing journeys tailored to customer personas. the organization wants to track each product view event per customer and SKU across its commerce storefront.
Which integration and data storage architecture should a Solution Architect recommend to support this goal?

A) Leverage collect.js on the B2C Commerce storefront to track product page views which can be segmented in journeys using decision splits.
B) Store in a Marketing Cloud Data Extension, and use the Marketing Cloud APIs to update from B2C Commerce when a product is viewed on the storefront.
C) Store as B2C Commerce custom objects and, using jobs, transfer the data to Marketing Cloud on an hourly basis.
D) Store as records in Salesforce Platform custom objects, and use the Salesforce APIs to update from B2C Commerce and Marketing Cloud when a product is viewed on the storefront.

4. An organization that has B2C Commerce, Marketing Cloud, and Service Cloud 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 route to the correct team based on their tier level.
Which two options should a Solution Architect configure to accomplish this?
Choose 2 answers

A) Tier levels must be calculated and attributed to customers in Marketing Cloud and then propagated to Service Cloud so that they can be used to inform how cases are routed to teams. Marketing Cloud must integrate with B2C Commerce to leverage purchase data necessary for these calculations.
B) Tier levels must be calculated regularly and attributed to Contact records in Service Cloud so that the tier level can be leveraged by Service Cloud's omni-channel routing feature and synchronized back to B2C Commerce and Marketing Cloud.
C) Service Cloud can be extended with customer flows and Lightning Web Components to create a separate support process specifically designed for customers that are attributed a tier level.
D) Case routing can be configured by configuring Service Cloud's omni-channel routine feature to route cases to support teams based on the tier level of the customer submitting the case and the availability of agents supporting each tier level.

5. Northern Trail Outfitters (NTO) recently implemented the Service Cloud Connector between B2C Commerce and Service Cloud. They released a new feature that allows customers to add their favorite National Park to their profile. After an attempt to help a customer, a service agent informs the Director of IT that they cannot see or update the new National Park value on the profile in the Service Cloud console.
What should the Solution Architect keep in mind to avoid data exchange issues after implementation?

A) Check the fieldMapping custom settings in Service Cloud to confirm the nationalParks attribute was mapped from the Commerce Profile to the Service Contact
B) Check the field-level security for nationalParks is set to read only
C) Check that the nationalParks value is defined in the json of the B2C Commerce Customer Data API
D) Check that the nationalParks value was added to the Profile Custom Object in B2C Commerce

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