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Salesforce Exam B2C Solution Architect Topic 3 Question 54 Discussion

Actual exam question for Salesforce's B2C Solution Architect exam
Question #: 54
Topic #: 3
[All B2C Solution Architect Questions]

A company currently provides service to its customers using a call center and spreadsheets, Because of the lack of systems, there is no ability to track how successful agents are. In addition, the ordering system cannot be easily accessed by service agents, costing valuable time and hurting customer satisfaction.

What should a Solution Architect say to convince the company to shift to a connected B2C Solution approach?

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Suggested Answer: A

Enabling Collect Tracking within Marketing Cloud Personalization Builder is the first step that a Solution Architect should do to accommodate a scalable and functional abandoned cart solution between B2C Commerce and Marketing Cloud. Collect Tracking is a feature that allows Marketing Cloud to track web analytics data from B2C Commerce using collect.js code on the storefront pages. This data can be used to create Abandoned Cart Journeys in Marketing Cloud using Einstein Web Recommendations. The other steps are not necessary or optimal for this solution.


by Cassi at Oct 16, 2023, 05:15 AM

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Paola
Defining ROI KPIs is crucial to measure the success of this shift. The Solution Architect should work closely with the company to ensure the right metrics are in place.
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Jospeh
3 days ago
I like the idea of agents having the ability to launch an 'Order on Behalf of' storefront. That's a great way to streamline the ordering process and enhance the customer experience.
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Alexis
11 days ago
I agree, having access to customer data would definitely help agents be more efficient.
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Dorinda
17 days ago
A connected B2C solution would definitely improve customer service and agent productivity. Providing agents with easy access to customer data and a better interface is a no-brainer.
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Geoffrey
19 days ago
That sounds like it would really improve customer satisfaction.
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Doyle
23 days ago
A) Agents will have easy access to customer data to provide a better service experience when customers call in.
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