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Salesforce ARC-801 Exam - Topic 10 Question 55 Discussion

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
B) Implement Case Deflection. and D) Plan and conduct User Adoption Trainings for resellers on how to use the site.
A) Offload the number of cases received via Web2Case by using Email2Case.
C) Disable anonymous users on the site.

Salesforce ARC-801 Exam - Topic 10 Question 55 Discussion

Actual exam question for Salesforce's ARC-801 exam
Question #: 55
Topic #: 10
[All ARC-801 Questions]

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

Show Suggested Answer Hide 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
9 months ago
Wait, are we really considering Email2Case? Seems like a step back.
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Latosha
9 months ago
User Adoption Trainings could really help reduce those trivial cases.
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Malcolm
9 months ago
I disagree, disabling anonymous users might not be the best solution.
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Brynn
9 months ago
Case volume is high? That's surprising, thought the site was user-friendly!
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Rocco
10 months ago
Implementing Case Deflection sounds like a smart move!
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Emiko
10 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
10 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
10 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
10 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
11 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
11 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
11 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
11 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
11 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
12 months ago
I believe implementing Case Deflection would also be beneficial.
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Sophia
12 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
8 months ago
User training can empower resellers to solve issues themselves!
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Eleonore
8 months ago
I think Email2Case just complicates things more.
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Dona
8 months ago
Definitely! Case deflection will reduce the load.
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Vilma
9 months ago
I agree, B and D seem like the best options. Training is key!
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Sabrina
12 months ago
I agree, that could help reduce the case volume.
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Stefania
1 year 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
1 year 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
12 months ago
I agree, implementing case deflection will definitely help reduce the case volume.
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Jannette
1 year ago
I think we should offload cases with Email2Case.
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