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

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 Mattie at Jan 05, 2026, 05:16 AM

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Annelle

4 days 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

9 days 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

14 days 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

19 days 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

24 days 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

30 days 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

1 month 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

1 month 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

1 month 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

2 months ago

User adoption training could really help, but I wonder if resellers would actually attend those sessions.

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Stephane

2 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

2 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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