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Salesforce Exam B2B Solution Architect Topic 4 Question 30 Discussion

Actual exam question for Salesforce's B2B Solution Architect exam
Question #: 30
Topic #: 4
[All B2B Solution Architect Questions]

UniversalContainers (UC) needs to support its customers via email, phone, and chat. Service agents are only scheduled to support one communication channel for each shift. UC has implemented a service-focused community but only wants customers to inquire about service in the community through chat.

Which three options should a Solution Architect recommend to meet the requirements defined above?

Choose 3 answers

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Suggested Answer: B

In Universal Containers' architecture, Salesforce serves as the System of Record (SOR) for sales data such as Opportunities and Quotes, centralizing sales activities and data management. Orders, once confirmed, transition to the ERP system, where they are processed and fulfilled, making the ERP the SOR for order, invoice, and payment data. This delineation ensures clear data ownership and process efficiency, with Salesforce facilitating customer engagement and sales processes, and the ERP managing financial transactions and fulfillment, in line with best practices for leveraging Salesforce in a multi-system environment.


by Emogene at Apr 26, 2024, 07:12 AM

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Paulina
5 days ago
I'm not sure why they're limiting the community to just chat. Wouldn't it be better to allow customers to use their preferred channel? I guess option C with Experience Cloud, web-to-case, and a CTI integration could work, but it feels a bit overkill.
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Rosalyn
10 days ago
The question seems to be testing our understanding of the various Salesforce service solutions. I think option D is the way to go - Omni-Channel with defined presence, routing configurations, and Service Channels should cover the requirements nicely.
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Maryann
22 days ago
Hmm, you might be right. C does seem like it could meet the requirements as well.
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Teresita
29 days ago
I agree with A and D, but I think C could also be a good option.
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Maryann
1 months ago
I think we should recommend A, D, and E.
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