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Salesforce Plat-Arch-201 Exam - Topic 6 Question 2 Discussion

A consumer products company has decided to use Salesforce for its contact center. The contact center agents need access to the following information in Service Console when a customer contacts them:1. Customer browsing activity on its website stored on its on premise system2. Customer interactions with sales associates at its retail stores maintained in Salesforce3. Contact center interactions maintained in Salesforce4. Email campaign activity to customer from its marketing systems.What should a data architect do to fulfill these requirements with minimum development effort in Salesforce?
D) Build customer view in Service Console with components that show website data and marketing data as mashup.
A) Create web tabs in Service Console to show website and marketing activities.
B) Build custom components in Service Console to bring information from the marketing and website information.
C) Use Salesforce Connect to integrate the website and the marketing system into Service Console using external objects.

Salesforce Plat-Arch-201 Exam - Topic 6 Question 2 Discussion

Actual exam question for Salesforce's Plat-Arch-201 exam
Question #: 2
Topic #: 6
[All Plat-Arch-201 Questions]

A consumer products company has decided to use Salesforce for its contact center. The contact center agents need access to the following information in Service Console when a customer contacts them:

1. Customer browsing activity on its website stored on its on premise system

2. Customer interactions with sales associates at its retail stores maintained in Salesforce

3. Contact center interactions maintained in Salesforce

4. Email campaign activity to customer from its marketing systems.

What should a data architect do to fulfill these requirements with minimum development effort in Salesforce?

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Suggested Answer: D

Building a customer view in Service Console with components that show website data and marketing data as mashup is the best option to fulfill the requirement with minimum development effort in Salesforce. A mashup is a technique that combines data from different sources into a single user interface. You can use Visualforce pages or Lightning components to create mashups that display data from external systems such as your website and marketing system. This way, you can provide your contact center agents with a comprehensive view of the customer information they need.


by Kent at May 11, 2026, 09:03 AM

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Ellsworth
4 days ago
Totally agree, using Salesforce Connect is smart!
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Merilyn
9 days ago
C seems like the best option for integration.
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Jesse
14 days ago
I wonder if the mashup approach would really provide the seamless experience the agents need. It seems like it could be a lot of work.
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Frank
19 days ago
This question reminds me of a practice scenario where we had to integrate multiple data sources. I think building custom components could be too complex for this situation.
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Lashawn
24 days ago
I'm not entirely sure, but I feel like creating web tabs might not give the agents the integrated view they need.
upvoted 0 times
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Iluminada
2 months ago
I remember discussing the importance of minimizing development effort, so I think using Salesforce Connect could be a good option here.
upvoted 0 times
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