Discuss Salesforce Salesforce Certified B2C Solution Architect (Arch-302) Exam Topic 6 Question 4

A retail company currently uses 62C Commerce and Marketing Cloud to enable a seamless customer experience. They are evaluating tools to better support customer service activities like their call center for online ordering and social customer service.

Which two functionalities should a Solution Architect discuss with the company to explain the value of Service Cloud? Choose 2 answers

AAbility to create a B2C storefront using Digital Experiences.

BAbility to de-duplicate and create a single customer identity.

CAbility to allow the agent to see purchase history to support case management

DAbility to have a customer leave a journey when they have an escalated case.

Suggested Answer: B, C

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12 comments · newest first

Kimberely 12 months ago

A doesn't really fit the customer service focus, right?

Pansy 12 months ago

Totally agree with C, it makes case management way easier.

Delsie 12 months ago

Wait, can customers really leave a journey? That sounds odd.

Thea 1 year ago

I think B is super important too!

Lelia 1 year ago

C is definitely a must-have for agents!

Noah 1 year ago

I feel like the option about leaving a journey with an escalated case could be useful, but I can't recall if that's a common feature discussed in Service Cloud.

Lezlie 1 year ago

I’m leaning towards option C too, but I also wonder if the ability to de-duplicate customer identities might be equally valuable in a call center setting.

Maddie 1 year ago

I remember a practice question about customer identity, and it seemed like having a single customer view could really help streamline service.

Cherilyn 1 year ago

I think the ability to see purchase history is really important for agents, but I'm not entirely sure if that's the best choice.

Denny 1 year ago

Whoa, a stakeholder requested this change? I'd better confront them directly and get to the bottom of it.

Joanna 1 year ago

I think we covered that MAB could be a solution, especially for devices that don't support machine authentication. Feels familiar?

Rolland 1 year ago

I vaguely remember TRIZ being associated with problem solving techniques, so I'm leaning towards option A.

Salesforce Certified B2C Solution Architect (Arch-302) Exam - Topic 6 Question 4 Discussion