Salesforce Exam B2C Solution Architect Topic 3 Question 54 Discussion

Actual exam question for Salesforce's B2C Solution Architect exam

Question #: 54
Topic #: 3

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?

AAgents will have easy access to customer data to provide a better service experience when customers call in.

BAgents will have a better interface using Service Cloud and B2C Commerce with Heroku.

CAgents can utilize SSO to launch an 'Order on Behalf of' storefront experience within the B2C Commerce UI.

DAgents' success rates will be better measured after helping the company define ROI KPIs together.

Show Suggested Answer

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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Velda

1 months ago

Spreadsheets? In this day and age? The Solution Architect should probably also suggest upgrading the company's tech stack to the 21st century.

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Maile

13 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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Dyan

1 months ago

As long as the agents don't accidentally launch the 'Order on Behalf of' storefront and start ordering pizzas for themselves, this sounds like a solid plan.

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Raul

1 days ago

C) Agents can utilize SSO to launch an 'Order on Behalf of' storefront experience within the B2C Commerce UI.

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Chandra

6 days ago

B) Agents will have a better interface using Service Cloud and B2C Commerce with Heroku.

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Trevor

13 days ago

C) Agents can utilize SSO to launch an 'Order on Behalf of' storefront experience within the B2C Commerce UI.

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Zita

20 days ago

B) Agents will have a better interface using Service Cloud and B2C Commerce with Heroku.

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Deeanna

21 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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Willard

30 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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Paola

2 months ago

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

2 months 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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Chantay

1 days ago

C) Agents can utilize SSO to launch an 'Order on Behalf of' storefront experience within the B2C Commerce UI.

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Samuel

6 days ago

B) Agents will have a better interface using Service Cloud and B2C Commerce with Heroku.

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Abraham

13 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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Alexis

2 months ago

I agree, having access to customer data would definitely help agents be more efficient.

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Dorinda

2 months 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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Cassandra

16 days ago

D) Agents' success rates will be better measured after helping the company define ROI KPIs together.

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Roxane

23 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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