Discuss Salesforce Salesforce Certified B2C Solution Architect (Arch-302) Exam Topic 3 Question 33

An organization that has B2C Commerce, Marketing Cloud, and Service Cloud has separate support teams that work with customers based on their tier level. Tier levels are based on the amount of money a customer spends. The organization wants incoming support cases to automatically route to the correct team based on their tier level.

Which two options should a Solution Architect configure to accomplish this?

Choose 2 answers

AService Cloud can be extended with customer flows and Lightning Web Components to create a separate support process specifically designed for customers that are
attributed a tier level.

BTier levels must be calculated and attributed to customers in Marketing Cloud and then propagated to Service Cloud so that they can be used to inform how cases are
routed to teams. Marketing Cloud must integrate with B2C Commerce to leverage purchase data necessary for these calculations.

CCase routing can be configured by configuring Service Cloud's omni-channel routine feature to route cases to support teams based on the tier level of the customer
submitting the case and the availability of agents supporting each tier level.

DTier levels must be calculated regularly and attributed to Contact records in Service Cloud so that the tier level can be leveraged by Service Cloud's omni-channel routing
feature and synchronized back to B2C Commerce and Marketing Cloud.

Suggested Answer: B, C

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14 comments · newest first

Salina 12 months ago

A could work, but it feels a bit overcomplicated for this scenario.

Barrett 12 months ago

D is a solid choice, syncing back is important for consistency.

Shawna 12 months ago

Wait, how often do tier levels need to be recalculated? Seems like a lot of work!

Silva 1 year ago

I think B is crucial too, gotta have that data flow.

Chana 1 year ago

Option C sounds right, omni-channel routing is key!

Malcom 1 year ago

I feel like tier levels should be attributed to Contacts in Service Cloud, but I'm uncertain if that needs to sync back to Marketing Cloud.

Clemencia 1 year ago

Option C sounds familiar; I practiced a similar question where we had to set up case routing based on customer attributes.

Marquetta 1 year ago

I think we discussed how Marketing Cloud needs to integrate with B2C Commerce for tier calculations, but I can't recall if that's necessary for case routing.

Malcolm 1 year ago

I remember something about omni-channel routing in Service Cloud, but I'm not sure if it can directly use tier levels for routing cases.

Linsey 1 year ago

This looks like a tricky BGP routing question. I'll need to carefully consider the BGP attributes to determine the best route.

Novella 1 year ago

This is a tricky one. I'm a bit confused about the options presented. Announcing planned downtime to consume more error budget doesn't seem like a good idea, as it could negatively impact the users. I think the safer bets are to implement additional SLIs and tighten the SLO.

Cammy 1 year ago

Okay, I've got a strategy for this. I'll first identify the key information in the question - that it's asking about the privacy statement of an organization. Then I'll go through each option and evaluate whether it accurately describes what a privacy statement should cover, based on my understanding of privacy laws and regulations.

Rashad 1 year ago

Okay, let me think this through. I know Alibaba Cloud has a Kubernetes service, and it supports different instance types. I just need to make sure I understand what each one is.

Wilbert 1 year ago

Didn't we go over a practice question about blockchain using older tech? I think "D" makes sense.

Salesforce Certified B2C Solution Architect (Arch-302) Exam - Topic 3 Question 33 Discussion