Salesforce ARC-801 Exam - Topic 10 Question 55 Discussion

Actual exam question for Salesforce's ARC-801 exam

Question #: 55
Topic #: 10

Universal Containers (UC) has implemented a new ecommerce site for its resellers. UC is leveraging a multi-cloud architecture, B2B Commerce, for buildingthe storefront and Service Cloud Web2Case for offering case management functionality to its resellers. UC notices that the case volume is extremely high and a number of resellers are raising cases for trivial issues on the B2B Commerce site.

Which two recommendations should a Solution Architect make to help resellers use the site more efficiently and lower the case volume?

Choose 2 answers

AOffload the number of cases received via Web2Case by using Email2Case.

BImplement Case Deflection.

CDisable anonymous users on the site.

DPlan and conduct User Adoption Trainings for resellers on how to use the site.

Show Suggested Answer

Suggested Answer: B, D

Option B would help resellers find answers to their questions by showing them relevant articles or discussions before they create a case.This way, they can resolve their issues without contacting support13.

Option D would help resellers learn how to use the site effectively andavoid common pitfalls.This way, they can reduce errors and confusion that might lead to unnecessary cases2.

To help resellers use the site more efficiently and lower the case volume, the Solution Architect should recommend:

B) Implement Case Deflection. This feature helps users find answers to their questions and resolve issues before submitting a case, thereby reducing case volume.

D) Plan and conduct User Adoption Trainings for resellers on how to use the site. Training ensures that resellers are comfortable with the ecommerce site and understand how to use it effectively, which can lead to reduced case volume.

Salesforce's best practices for service cloud implementation recommend these strategies to improve user efficiency and reduce case volumes, as detailed in Service Cloud documentation and training materials.

by Elroy at Aug 13, 2025, 10:35 AM

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Hubert

2 months ago

Wait, are we really considering Email2Case? Seems like a step back.

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Latosha

3 months ago

User Adoption Trainings could really help reduce those trivial cases.

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Malcolm

3 months ago

I disagree, disabling anonymous users might not be the best solution.

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Brynn

3 months ago

Case volume is high? That's surprising, thought the site was user-friendly!

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Rocco

3 months ago

Implementing Case Deflection sounds like a smart move!

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Emiko

3 months ago

I feel like disabling anonymous users could limit access, but it might also reduce confusion for resellers who are just browsing.

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Valentin

4 months ago

User adoption training sounds helpful, but I wonder if it would really make a significant impact on the case volume.

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Robt

4 months ago

I'm not entirely sure, but I think offloading cases to Email2Case might just shift the problem instead of solving it.

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Shaquana

4 months ago

I remember discussing case deflection in class, it seems like a good way to reduce trivial cases by guiding users to the right resources.

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Jess

4 months ago

I feel pretty confident about this one. Implementing Case Deflection to proactively address common issues, and then following up with User Adoption Trainings to educate the resellers, should be an effective approach.

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Rolland

4 months ago

Okay, I've got a strategy here. The key is to focus on improving the resellers' experience and understanding of the site. Case Deflection and User Adoption Trainings seem like the most logical choices to achieve that.

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Antione

5 months ago

Hmm, I'm a bit confused about the options here. I'm not sure if disabling anonymous users or using Email2Case would really address the core issue of resellers raising cases for trivial issues. I'll need to think this through carefully.

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Mindy

5 months ago

This question seems straightforward. I think implementing Case Deflection and conducting User Adoption Trainings would be the best recommendations to help reduce the case volume.

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Alonzo

5 months ago

B and D for sure. I can already picture the resellers trying to log in with carrier pigeons if we disable anonymous access. Let's keep it simple!

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Nakita

5 months ago

I believe implementing Case Deflection would also be beneficial.

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Sophia

5 months ago

I'm going with B and D as well. Email2Case (A) might just shift the problem, but training and deflection will really help.

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Kris

2 months ago

User training can empower resellers to solve issues themselves!

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Eleonore

2 months ago

I think Email2Case just complicates things more.

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Dona

2 months ago

Definitely! Case deflection will reduce the load.

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Vilma

2 months ago

I agree, B and D seem like the best options. Training is key!

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Sabrina

5 months ago

I agree, that could help reduce the case volume.

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Stefania

6 months ago

Definitely B and D. Disabling anonymous users (C) could actually make things worse by frustrating resellers. We need to empower them, not restrict access.

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Brock

7 months ago

I think the best options here are B and D. Case deflection is a great way to reduce unnecessary cases, and user adoption training will help resellers use the site more efficiently.

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Monroe

5 months ago

I agree, implementing case deflection will definitely help reduce the case volume.

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Jannette

7 months ago

I think we should offload cases with Email2Case.

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