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

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
B) Ability to de-duplicate and create a single customer identity. and C) Ability to allow the agent to see purchase history to support case management
A) Ability to create a B2C storefront using Digital Experiences.
D) Ability to have a customer leave a journey when they have an escalated case.

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

Actual exam question for Salesforce's Salesforce Certified B2C Solution Architect (Arch-302) exam
Question #: 4
Topic #: 6
[All Salesforce Certified B2C Solution Architect (Arch-302) Questions]

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

Show Suggested Answer Hide Answer
Suggested Answer: B, C

by Xuan at May 05, 2022, 02:50 PM

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Kimberely
9 months ago
A doesn't really fit the customer service focus, right?
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Pansy
9 months ago
Totally agree with C, it makes case management way easier.
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Delsie
9 months ago
Wait, can customers really leave a journey? That sounds odd.
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Thea
9 months ago
I think B is super important too!
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Lelia
9 months ago
C is definitely a must-have for agents!
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Noah
9 months 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.
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Lezlie
9 months 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.
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Maddie
9 months ago
I remember a practice question about customer identity, and it seemed like having a single customer view could really help streamline service.
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Cherilyn
10 months 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.
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Denny
10 months ago
Whoa, a stakeholder requested this change? I'd better confront them directly and get to the bottom of it.
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Joanna
10 months ago
I think we covered that MAB could be a solution, especially for devices that don't support machine authentication. Feels familiar?
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Rolland
10 months ago
I vaguely remember TRIZ being associated with problem solving techniques, so I'm leaning towards option A.
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