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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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Iluminada
25 days ago
I remember discussing the importance of minimizing development effort, so I think using Salesforce Connect could be a good option here.
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