Salesforce Exam B2B Solution Architect Topic 4 Question 30 Discussion

Actual exam question for Salesforce's B2B Solution Architect exam

Question #: 30
Topic #: 4

UniversalContainers (UC) needs to support its customers via email, phone, and chat. Service agents are only scheduled to support one communication channel for each shift. UC has implemented a service-focused community but only wants customers to inquire about service in the community through chat.

Which three options should a Solution Architect recommend to meet the requirements defined above?

Choose 3 answers

ACTI adaptor with Omni-Channel integration

BCustomer Community with ability to create a new support Case

CExperience Cloud, web-to-case, and a CTI integration

DOmni-Channel with defined presence, routing configurations, and Service Channels

ECustomer Community with Live Agent

Show Suggested Answer

Suggested Answer: B

In Universal Containers' architecture, Salesforce serves as the System of Record (SOR) for sales data such as Opportunities and Quotes, centralizing sales activities and data management. Orders, once confirmed, transition to the ERP system, where they are processed and fulfilled, making the ERP the SOR for order, invoice, and payment data. This delineation ensures clear data ownership and process efficiency, with Salesforce facilitating customer engagement and sales processes, and the ERP managing financial transactions and fulfillment, in line with best practices for leveraging Salesforce in a multi-system environment.

by Emogene at Apr 26, 2024, 07:12 AM

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Dean

1 months ago

I'm torn between options B and E. A customer community with the ability to create a new support case sounds nice, but Live Agent could be a game-changer for the chat experience. Either way, I'm sure the Solution Architect knows what they're doing.

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Isaac

4 days ago

Option B) Customer Community with ability to create a new support Case sounds like a good choice.

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2 months ago

I'm not sure why they're limiting the community to just chat. Wouldn't it be better to allow customers to use their preferred channel? I guess option C with Experience Cloud, web-to-case, and a CTI integration could work, but it feels a bit overkill.

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Daisy

28 days ago

User 3: Maybe they want to streamline the process for service inquiries.

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Sage

1 months ago

User 2: Yeah, but it does seem like a lot for just chat support.

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Quentin

1 months ago

User 1: I think option C with Experience Cloud, web-to-case, and a CTI integration could work.

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3 months ago

I think we should recommend A, D, and E.

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