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Salesforce Certified B2C Solution Architect Sample Questions:

1. 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 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.
B) 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.
C) 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.
D) 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.

2. A retail company currently uses 62C Commerce and Marketing Cloud to enable a seamless customer experience. They are evaluating tools to better support customer service activities like their call center for online ordering and social customer service.
Which two functionalities should a Solution Architect discuss with the company to explain the value of Service Cloud? Choose 2 answers

A) Ability to create a B2C storefront using Digital Experiences.
B) Ability to have a customer leave a journey when they have an escalated case.
C) Ability to de-duplicate and create a single customer identity.
D) Ability to allow the agent to see purchase history to support case management

3. A company uses Marketing Cloud, Experience Cloud, B2C Commerce, and Service Cloud. It is in the process of defining the authoritative system for key data entities involved in B2C Journeys. The company has about
200,000 customers, each averaging 30 orders per year
Which option should be considered the authoritative record for consent and compliance preferences, as well as primary person attributes such as name, address, birthday, phone, and email?

A) Service Cloud contact
B) Marketing Cloud subscriber
C) Experience Cloud user
D) B2C Commerce customer

4. A company wants to implement an abandoned cart solution for their ecommerce storefront in Marketing Cloud. The use case is when a customer visits their ecommerce website and adds an item to their shopping cart but does not complete the purchase. After an hour has passed from abandonment, an email containing the item that was in the shopping cart will be sent to the customer to remind them of their incomplete purchase.
What process should a Solution Architect follow to set up the solution?

A) Set up Einstein Recommendations, set up Marketing Cloud Connector, and create an email in Marketing Cloud.
B) Export the purchase data from B2C Commerce, import the data into Marketing Cloud, and create an email in Content Builder.
C) Set up Marketing Cloud Connector, create an email in Marketing Cloud, and create a send trigger.
D) Implement collect.js in the ecommerce storefront, create a behavioral trigger, create an email in Marketing Cloud, and create a journey.

5. A merchant using B2C Commerce and Service Cloud has a requirement for service agents to order products on behalf of shoppers. In the envisioned scenario, a shopper contacts the service center with an order request, the agent uses the Service Console to find the shopper's account, and initiate an order on behalf of the shopper using payment information provided by the shopper. The merchant is considering the B2C Commerce - Service Cloud Connector for this implementation.
Which three considerations should a Solution Architect keep in mind prior to implementation? Choose 3 answers

A) The Service Cloud Connector only supports contacts as a customer model.
B) The Service Cloud Connector only supports Person Accounts as a customer model.
C) B2C Commerce needs to be registered as a remote site.
D) Guests or anonymous storefront shoppers are not supported in this scenario.
E) Service agents need a corresponding storefront login mapped to their Service Cloud user record.

Solutions: