C. This implementation strategy allows the company to replace their legacy commerce system first,

which is their highest priority, and then integrate it with Service Cloud to provide better customer

service. By using the Service Cloud Contact ID as the Marketing Cloud Contact Key, the company can

ensure a consistent and unified view of the customer across the Salesforce products when Marketing

Cloud is implemented later. D. This implementation strategy allows the company to achieve a unified

customer experience across all three clouds from the start, but it also requires more resources and

coordination to implement all three clouds at the same time. The primary identifiers for all three

clouds must be synced to ensure data consistency and avoid duplication. Reference:

https://trailhead.salesforce.com/content/learn/modules/marketing-cloud-contactmanagement/understand-contacts-and-contact-model-relationships

A real-time inventory service is a service that allows accessing and displaying the current inventory

levels of products or SKUs across different locations or sources, such as warehouses or stores. A real-

time inventory service can help provide accurate and consistent inventory information to customers

and staff, avoid overselling or underselling products, and optimize order fulfillment and delivery

processes. To define an architectural solution that both mitigates the risk of overselling and allows

for a positive customer service experience in the event inventory falls short, a Solution Architect

should include the following ways:

Call real-time inventory services directly throughout the product grid and checkout experience to

ensure accurate inventory count for every available SKU is displayed to the shopper. By calling real-

time inventory services directly throughout the product grid and checkout experience, the Solution

Architect can provide up-to-date and reliable inventory information to shoppers on every page

where they can view or select products or SKUs. This can help prevent shoppers from adding out-of-

stock items to their cart or placing orders that cannot be fulfilled.

Use Order Management capabilities to support the redirection of orders placed to warehouses or

stores showing inventory for all, or most, of the SKU-level products in the order. By using Order

Management capabilities, such as Salesforce Order Management or B2C Commerce Order

Management, the Solution Architect can support the redirection of orders placed to different

locations or sources based on their inventory availability and other factors, such as cost, speed, or

sustainability. This can help optimize order fulfillment and delivery processes, reduce shipping costs

and delays, and increase customer satisfaction.

Call real-time inventory services on product and cart pages to confirm that inventory has not

changed. By calling real-time inventory services on product and cart pages, the Solution Architect can

confirm that inventory has not changed since the last page load or refresh. This can help detect any

discrepancies or conflicts between the displayed inventory information and the actual inventory

levels, such as when another shopper has purchased the same item in the meantime. This can help

avoid overselling products or disappointing customers with inaccurate inventory information.

Option A is incorrect because using Service Cloud to text all registered customers when any product

comes back in stock is not a way to mitigate the risk of overselling or allow for a positive customer

service experience in the event inventory falls short. Service Cloud is a product that allows managing

customer service interactions across different channels and systems. Service Cloud does not provide

any functionality or capability related to real-time inventory services or order management. Option D

is incorrect because using both B2C Commerce and Marketing Cloud to offer email notifications for

products that are back in stock is not a way to mitigate the risk of overselling

Business Manager is a web-based tool that allows B2C Commerce administrators to export customer

data in CSV format. Data Loader is a desktop tool that allows Salesforce administrators to import data

in CSV format into Service Cloud. This is an efficient way to migrate a large batch of customer records

from one system to another. Reference:

https://documentation.b2c.commercecloud.salesforce.com/DOC1/topic/com.demandware.dochelp/

BusinessManager/BusinessManager.html

https://help.salesforce.com/s/articleView?id=sf.data_loader.htm&type=5

A support case is a record that tracks a customer’s question, problem, feedback, or request for

service. A support case can be created manually by a user or automatically by an email, web form,

chat, etc. A support case can be assigned to a user or a queue for further action or resolution. To

automatically route incoming support cases to the correct team based on their tier level, a Solution

Architect should configure the following:

Assignment Rules: Assignment rules are rules that define how to assign cases to users or queues

based on certain criteria or conditions. Assignment rules can help automate the case assignment

process and ensure that cases are routed to the right people or teams based on their skills,

availability, workload, etc.

Queues: Queues are lists of records that need to be worked on by multiple users or teams. Queues

can help organize and prioritize workloads and distribute cases among users or teams based on their

capacity or expertise.

Option C is incorrect because support processes are processes that define the stages or statuses that

a case goes through from creation to closure. Support processes do not affect how cases are assigned

to users or queues based on tier level. Option D is incorrect because auto response rules are rules

that define how to send automatic email responses to customers when cases are created or updated

based on certain criteria or conditions. Auto response rules do not affect how cases are assigned to

users or queues based on tier level. Reference:

https://help.salesforce.com/s/articleView?id=sf.customize_case.htm&type=5

https://help.salesforce.com/s/articleView?id=sf.customize_supporthome.htm&type=5

https://help.salesforce.com/s/articleView?id=sf.queues_overview.htm&type=5

Change Data Capture is an event-driven integration mechanism that allows near-real-time

synchronization of Salesforce data changes with external systems. It does not impact the system

performance as it uses asynchronous processing and does not require triggers or code. Reference:

https://developer.salesforce.com/docs/atlas.enus.change_data_capture.meta/change_data_capture/cdc_intro.htm

The B2C Commerce - Service Cloud Connector is a solution that enables integration between B2C

Commerce and Service Cloud. It allows displaying customer and order information in Service Cloud,

creating orders on behalf of customers, and synchronizing customer data between the two systems.

Prior to implementation, a Solution Architect should keep in mind the following considerations:

Guests or anonymous storefront shoppers are not supported in this scenario. The Service Cloud

Connector requires a customer account to be created in B2C Commerce and Service Cloud for each

shopper. Guests or anonymous shoppers who do not have an account cannot be supported by the

Service Cloud Connector. Therefore, the Solution Architect should ensure that the B2C Commerce

storefront requires or encourages shoppers to create an account before placing an order.

Service agents need a corresponding storefront login mapped to their Service Cloud user record. The

Service Cloud Connector requires a mapping between the service agent’s user record in Service

Cloud and the customer’s account record in B2C Commerce. This mapping allows the service agent

to access customer and order information from B2C Commerce and create orders on behalf of the

customer using the storefront login. Therefore, the Solution Architect should ensure that the service

agent’s user record has a field that stores the corresponding storefront login of the customer.

The Service Cloud Connector only supports Person Accounts as a customer model. Person Accounts

are a type of account in Salesforce that combines an account and a contact into a single record. The

Service Cloud Connector requires Person Accounts to store customer information from B2C

Commerce. Therefore, the Solution Architect should ensure that Person Accounts are enabled and

configured in Service Cloud before implementing the Service Cloud Connector.

Option B is incorrect because B2C Commerce does not need to be registered as a remote site for the

Service Cloud Connector to work. A remote site is a web service or domain that Salesforce can access

from Apex code or Visualforce pages. The Service Cloud Connector does not use Apex code or

Visualforce pages to access B2C Commerce, but rather uses REST APIs and OAuth 2.0 authentication.

Reference:

https://help.salesforce.com/s/articleView?id=sf.icx_b2c_overview.htm&type=5

https://help.salesforce.com/s/articleView?id=sf.accounts_person.htm&type=5

https://help.salesforce.com/s/articleView?id=sf.remoteaccess_define.htm&type=5

Identity is a feature that allows managing user authentication and access across different applications and systems. Identity can be either internal or external to Salesforce, depending on where the user credentials are stored and verified. To cover NTOs identity needs, a Solution Architect should recommend the following: Define a user registration handler to support user provisioning and authentication via social services like Google and Facebook. A user registration handler is a class in Apex code that defines the logic for creating and updating user accounts based on information from an external identity provider. A user registration handler can support user provisioning and authentication via social services like Google and Facebook, by using OAuth 2.0 protocols and OpenID Connect standards to exchange user information and tokens between Salesforce and the social services. Leverage Salesforce Identity as the identity provider to centralize authentication for both Experience Cloud and B2C Commerce in one place. Salesforce Identity is a product that allows using Salesforce as an identity provider for other applications and systems. Salesforce Identity can centralize authentication for both Experience Cloud and B2C Commerce in one place, by using single sign-on (SSO) protocols and standards to enable users to log in to both applications with the same credentials. Option C is incorrect because leveraging B2C Commerce as the identity provider for both Storefront and the Service Portal is not possible or advisable. B2C Commerce does not support acting as an identity provider for other applications or systems, as it does not support SSO protocols or standards. Option D is incorrect because using Salesforce CDP, which automatically syncs profiles and authentication information across systems, is not a valid or available option. Salesforce CDP is a product that allows creating unified customer profiles from various data sources, but it does not sync or manage authentication information across systems. Reference: https://help.salesforce.com/s/articleView?id=sf.identity_overview.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.identity_provider.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.sso_about.htm&type=5 https://developer.salesforce.com/docs/atlas.enus.apexcode.meta/apexcode/apex_interface_Auth_RegistrationHandler.htm

A. Shield and Event Monitoring Analytics App, Pardot can help meet these needs by providing

enhanced security, compliance, auditing, analytics, and marketing capabilities for the insurance

company. Shield can help protect sensitive data with encryption, monitor user activity with event

logs, enforce data retention policies with archiving, and comply with industry regulations with field

audit trails. Event Monitoring Analytics App can help analyze user behavior, performance, adoption,

and usage with prebuilt dashboards and reports. Pardot can help create personalized email

campaigns, track customer engagement, automate lead generation, and measure marketing ROI.

Reference:

https://www.salesforce.com/products/platform/products/salesforce-shield/

https://www.salesforce.com/products/platform/products/event-monitoring-analytics-app/

https://www.salesforce.com/products/marketing-cloud/best-marketing-automation-software/

Customer 360 Data Manager is a platform service that enables companies to connect customer data

across Salesforce apps and create a unified customer profile. It uses advanced matching algorithms to

identify and link customer records from different systems based on common attributes such as

name, email, phone, address, etc. It also assigns a consistent Global Party ID to each customer

record, which serves as a unique identifier across systems. Customer 360 Data Manager can be used

across multiple brands within a single merchant environment by creating separate data spaces for

each brand. Option B is incorrect because Customer 360 Data Manager can relate the IDs between

systems without additional custom development. Option C is incorrect because Customer 360 Data

Manager supports multiple brands within a single merchant environment. Option D is incorrect

because B2C Commerce, Service Cloud, and Marketing Cloud do not automatically use a common

core Customer Profile managed by Customer 360 Data Manager; they need to be connected and

configured via Customer 360 Data Manager. Reference:

https://www.salesforce.com/in/blog/2020/04/what-is-salesforce-customer-360.html

https://help.salesforce.com/s/articleView?id=sf.c360_overview.htm&type=5

A Marketing Cloud sandbox is a separate instance of Marketing Cloud that can be used for

development, testing, and training purposes. A Marketing Cloud sandbox can be connected to a

Service Cloud sandbox using Marketing Cloud Connect, which allows data synchronization and cross-

cloud functionality. This option supports the CI/CO processes and data segregation for each Service

Cloud sandbox. The other options are either not feasible or not cost-effective. Reference:

https://help.salesforce.com/s/articleView?id=sf.mc_co_marketing_cloud_sandbox.htm&type=5

https://help.salesforce.com/s/articleView?id=sf.mc_co_marketing_cloud_connect.htm&type=5