Salesforce Certified B2C Solution Architect : Arch-302

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. 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.
• B. 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.
• C. 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.
• D. 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.

Universal Containers currently has B2C Commerce and Marketing cloud for their commerce and marketing needs. They are concerned with the amount of abandoned carts they currently have with many of their customers and have requested to implement an abandoned cart solution.
What should a Solution Architect do first to accommodate a scalable and functional abandoned cart solution between B2C Commerce and Marketing Cloud?

• A. Enable Collect Tracking within Marketing Cloud Email Studio
• B. Create Cart Abandonment Emails within Marketing Cloud Email Studio
• C. Enable Collect Tracking within Marketing Cloud Personalization Builder
• D. Install Customer Tracking within Commerce Cloud Cartridge

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. B2C Commerce customer
• B. Experience Cloud user
• C. Marketing Cloud subscriber
• D. Service Cloud contact

Universal Containers (UC) is working on an initial release of Service Cloud and B2C Commerce. The UC management team is excited about the new features and wants to go to market with the new solution as soon as possible even though the requirements are not completely mapped out.
A Solution Architect is asked to evaluate when UC can go live with a new B2C Commerce site, automated chatbots, Einstein case classification, Service Cloud Voice, and analytics.
How should a Solution Architect respond to the management team's request to help formulate a roadmap for these new capabilities?

• A. Facilitate a workshop with the development team and create a list of prioritized user stories that can then be used to create a detailed roadmap.
• B. Ask to follow the management team for a week to gain a better understanding of how they work and what information they need to formulate their roadmap.
• C. Ask each member of the management team about their top three concerns, and use it to formulate the roadmap.
• D. Facilitate a workshop with the management team, applying the relationship design process to create a roadmap aligned to business objectives.

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

• A. Curate tiered experiences in Marketing Cloud
• B. Create Journeys by tiers in Marketing Cloud
• C. Segment Individuals within CDP C.Q Segment Journeys within CDP
• D. Curate tiered experiences in Loyalty Management