Salesforce Certified B2C Solution Architect Sample Questions:

1. A company uses a Salesforce solution to sell one-off products and subscription-based products to its customers. However, the company wants to let customers save their payment details when buying products online using credit cards, in order to facilitate a one-click ordering mechanism as well as an automatic payment for subscription-based item renewals.
What should a Solution Architect recommend to store payment information while still maintaining security and compliance?

A) Store raw payment card details on the customer's profile.
B) Store Base64 encoded payment card details.
C) Store a tokenized value for the payment card.
D) Hash and store the payment card details.

2. A company had strong new-customer growth for the year but has noticed that lifetime value has been declining. They want to run automated re-engagement campaigns with customers who made purchases in the last 24 months but are unsure of where to start. They have Service Cloud, Marketing Cloud, and B2C Commerce implemented and recently began using CRM Analytics.
Which two recommendations should a Solution Architect provide to the company to improve the success of the automated campaign?
Choose 2 answers

A) Use CRM Analytics to analyze customer engagement history over the last 24 months
B) Use SMS as a channel due to its significantly higher engagement rate as compared to email
C) Configure Einstein Recommendations in Marketing Cloud to automate segment generation for Journey Builder
D) Generate personalized coupon codes in B2C Commerce and send them through Marketing Cloud to be able to effectively track impact of campaigns

3. A holding company owns and operates a large number of brands internationally. They are interested in migrating from a home-grown solution to a Salesforce multi-cloud solution as part of a new digitalization initiative to optimize IT spending across the brands. The brand any would like to operate B2C Commerce sites supported by Service Cloud for their agents, and use Marketing Cloud to drive consumer engagement.
Given that the company has operations and customers in Brazil Canada Europe Japan Russia and the United States, which two recommendations should a Solution Architect make to ensure that customer experiences are compliant with all domestic and international regulations related to data privacy and security?
Choose 2 answers

A) Utilize Shield to handle the encryption of data across all Salesforce products for all fields required to be geo-fenced.
B) Enable Transparent Data Encryption in Marketing Cloud to ensure that Marketing engagement data is encrypted at rest. Written
C) Use Salesforce Connect to leverage external data sources that are located within the corresponding country that the Materials customer resides in.
D) Use a Service Cloud instance in every market in which they operate to ensure that data residency requirements are fulfilled.

4. 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) 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.
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.

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

Solutions: