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Salesforce Certified B2B Solution Architect (Arch-301) Exam - Topic 1 Question 65 Discussion

Actual exam question for Salesforce's Salesforce Certified B2B Solution Architect (Arch-301) exam
Question #: 65
Topic #: 1
[All Salesforce Certified B2B Solution Architect (Arch-301) 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 Mattie at Jan 05, 2026, 05:16 AM

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Aide
22 hours ago
Agreed! User Adoption Trainings could help too. Resellers need guidance.
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Cristina
6 days ago
I think implementing Case Deflection is key. It can reduce trivial cases.
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Malcolm
11 days ago
User Adoption Trainings could really cut down on those simple cases!
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Antonio
16 days ago
Email2Case? Not sure that really helps with trivial issues.
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Tabetha
22 days ago
Wait, why would you disable anonymous users? That seems counterproductive.
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Jenifer
27 days ago
Totally agree, training would help too.
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Annalee
1 month ago
Implement Case Deflection sounds like a solid plan!
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Lorrine
1 month ago
B and D are the clear winners. Although, I'm kind of curious to see what kind of "trivial issues" these resellers are coming up with. Must be some real head-scratchers!
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Annelle
2 months ago
Haha, the resellers must be a real bunch of jokers if they're raising cases for "trivial issues." B and D are the obvious choices here.
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Jesusa
2 months ago
B and D for sure. Might as well throw in C too, just to be safe. Disable those anonymous users, they're probably the ones causing all the trouble.
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Berry
2 months ago
I agree with B and D. Gotta train those resellers on how to use the site properly. Can't have them flooding the system with trivial cases.
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Lemuel
2 months ago
B and D are the way to go. Case deflection and user training will definitely help reduce the case volume.
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Lorean
3 months ago
This seems like a tricky one. I'd probably start by looking at the case data to understand what kinds of issues are driving the high volume. Then I could focus the recommendations on addressing those specific pain points, whether that's through case deflection, training, or something else.
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Ula
3 months ago
Disabling anonymous users could help, but that might not be the best solution if the resellers need that functionality. I think the user adoption training is a really important piece - if the resellers don't know how to use the site properly, that's likely a big contributor to the high case volume.
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Rene
3 months ago
I'm a bit confused about the question. It seems like there are a few different things going on - the multi-cloud architecture, the high case volume, and the resellers raising cases for trivial issues. I'm not sure which recommendations would be best to address all of that.
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Basilia
3 months ago
I think the key here is to find ways to reduce the number of cases being raised. Offloading some of the cases to Email2Case and implementing Case Deflection could be good options to try.
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Dick
3 months ago
Disabling anonymous users might help, but I think it could also limit potential new resellers from accessing the site.
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Tricia
3 months ago
User adoption training could really help, but I wonder if resellers would actually attend those sessions.
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Stephane
4 months ago
I'm not entirely sure about the Email2Case option. It feels like it might just shift the problem rather than solve it.
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Cassi
4 months ago
I remember we discussed case deflection strategies in class. It seems like a good way to reduce trivial cases.
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