Salesforce Exam B2C Solution Architect Topic 7 Question 60 Discussion

Actual exam question for Salesforce's B2C Solution Architect exam

Question #: 60
Topic #: 7

A company has 2,000 customers and currently services them using a call center and spreadsheets. Because of the lack of systems there is no ability to track how successful agents are. In addition, their ordering system cannot be easily accessed by service agents costing valuable time and hurting customer satisfaction.

What are two reasons a connected B2C Solution can add value to the company?

Choose 2 answers

AProvides a better interface for agents using Service Cloud and B2C Commerce with Heroku

BAllows agents to more easily access customer data to better support customers when they call in

CAllows agents to use SSO to log into B2C Commerce and Service Cloud using the same credentials

DIncreases spend ROI as fewer service agents will be needed, which can allow for more sales agents

Show Suggested Answer

Suggested Answer: A

Enabling Collect Tracking within Marketing Cloud Personalization Builder is the first step that a Solution Architect should do to accommodate a scalable and functional abandoned cart solution between B2C Commerce and Marketing Cloud. Collect Tracking is a feature that allows Marketing Cloud to track web analytics data from B2C Commerce using collect.js code on the storefront pages. This data can be used to create Abandoned Cart Journeys in Marketing Cloud using Einstein Web Recommendations. The other steps are not necessary or optimal for this solution.

by Candida at Mar 04, 2024, 04:35 AM

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Timothy

1 months ago

A and B? More like A+ and B+! With a connected B2C solution, those agents are gonna be zooming through calls faster than a cheetah on a caffeine high. And D? Reducing agents? Pfft, might as well replace them all with trained parrots - at least the customers would get a few good laughs in between hold times.

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Lucy

1 months ago

A and B seem like the obvious choices here. Improving the agent experience and customer data access will pay dividends. D is a bit of a stretch - I'd rather invest in training and retaining great agents than just cutting headcount.

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Lashaun

4 days ago

D is a bit of a stretch - I'd rather invest in training and retaining great agents than just cutting headcount.

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Onita

7 days ago

A and B seem like the obvious choices here. Improving the agent experience and customer data access will pay dividends.

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Elbert

12 days ago

B) Allows agents to more easily access customer data to better support customers when they call in

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Cristy

19 days ago

A) Provides a better interface for agents using Service Cloud and B2C Commerce with Heroku

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Daniel

1 months ago

This is a no-brainer - A and B all the way. Anything that makes agents more efficient and customers happier is a win-win. As for D, I'd rather have a few more happy agents than a few more sales people. Maybe they can hire a comedian to liven up the call center instead.

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Malcolm

1 months ago

Definitely A and B. Giving agents a unified view of customer data and an intuitive interface is key. C is interesting, but SSO is more of a nice-to-have than a core benefit.

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Natalya

1 months ago

A and B make a lot of sense. Integrating the service and commerce platforms will streamline the agent experience and improve customer support. I'm not sure about D though - reducing agents might save money, but it could hurt the overall customer experience.

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Elza

3 days ago

A and B make a lot of sense. Integrating the service and commerce platforms will streamline the agent experience and improve customer support.

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Mozell

14 days ago

B) Allows agents to more easily access customer data to better support customers when they call in

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Eladia

17 days ago

A and B make a lot of sense. Integrating the service and commerce platforms will streamline the agent experience and improve customer support.

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Cristy

20 days ago

A) Provides a better interface for agents using Service Cloud and B2C Commerce with Heroku

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Dahlia

29 days ago

B) Allows agents to more easily access customer data to better support customers when they call in

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Willard

1 months ago

A) Provides a better interface for agents using Service Cloud and B2C Commerce with Heroku

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Dante

2 months ago

I see the value in both options. Having a connected B2C solution can really improve efficiency and customer satisfaction.

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Layla

2 months ago

I agree with Hobert. Option B is also crucial as it allows agents to access customer data easily.

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Hobert

3 months ago

I think option A is important because it provides a better interface for agents.

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