An abandoned cart solution is a solution that allows sending personalized and timely email

reminders to customers who have added items to their shopping cart but have not completed the

purchase. An abandoned cart solution can help increase conversion rates, revenue, and customer

loyalty. To implement an abandoned cart solution for their ecommerce storefront in Marketing

Cloud, a Solution Architect should follow the following process:

Implement collect.js in the ecommerce storefront. Collect.js is a JavaScript code that allows tracking

customer behavior and interactions on the ecommerce website, such as browsing products, adding

items to cart, etc. Collect.js sends this behavioral data to Marketing Cloud for further analysis and

action.

Create a behavioral trigger. A behavioral trigger is a rule that defines how to map behavioral data to a

target data extension when a customer takes a particular action, such as abandoning a cart or

browser session. A behavioral trigger can help automate the data flow and segmentation process

based on customer behavior.

Create an email in Marketing Cloud. An email is a message that contains text, images, links, and

other content that can be sent to customers via email. An email can be created using Content

Builder, a tool that allows designing and managing email content in Marketing Cloud.

Create a journey. A journey is a sequence of messages and actions that are triggered by customer

events or attributes. A journey can be created using Journey Builder, a tool that allows designing and

managing customer journeys in Marketing Cloud.

Option A is incorrect because exporting the purchase data from B2C Commerce, importing the data

into Marketing Cloud, and creating an email in Content Builder is not a sufficient or efficient process

for implementing an abandoned cart solution. This process does not involve creating a behavioral

trigger or a journey, which are essential for sending timely and personalized email reminders based

on customer behavior. Option B is incorrect because setting up Marketing Cloud Connector, creating

an email in Marketing Cloud, and creating a send trigger is not a suitable or scalable process for

implementing an abandoned cart solution. Marketing Cloud Connector is a feature that allows

integrating Marketing Cloud with other Salesforce products, such as Sales Cloud or Service Cloud. It

is not necessary or relevant for integrating Marketing Cloud with B2C Commerce. A send trigger is a

rule that defines how to send an email to customers based on certain criteria or conditions. However,

a send trigger does not capture or leverage the behavioral data collected by collect.js, which is

crucial for creating an effective abandoned cart solution. Option D is incorrect because setting up

Einstein Recommendations, setting up Marketing Cloud Connector, and creating an email in

Marketing Cloud is not a relevant or optimal process for implementing an abandoned cart solution.

Einstein Recommendations is a feature that allows generating personalized product

recommendations based on customer behavior and p

. It is not directly related to creating

an abandoned cart solution, although it can be used to enhance the email content with relevant

recommendations. As mentioned before, Marketing Cloud Connector is not necessary or relevant for

integrating Marketing Cloud with B2C Commerce. This process also does not involve creating a

behavioral trigger or a journey, which are essential for sending timely and personalized email

reminders based on customer behavior. Reference:

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

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

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

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

Migrating the Subscriber Key in Marketing Cloud to be the Service Cloud Contact or Person Account ID allows for a consistent identification of customers across both systems. This also enables data synchronization and cross-cloud features via Marketing Cloud Connect. Using Service Cloud as a central point to hold unique identifiers from all systems, including B2C Commerce CustomerNo and Customer ID, allows for a single source of truth for customer data and facilitates data integration and reporting across systems. Customer 360 Data Manager is not yet available for B2C Commerce, so option B is not possible. Sending the Marketing Cloud Subscriber Key to Service Cloud and B2C Commerce is not necessary if option A is implemented, so option D is not optimal. Reference: https://help.salesforce.com/s/articleView?id=sf.mc_co_subscriber_key.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.mc_co_data_integration_best_practices.htm&type= 5 https://www.salesforce.com/in/blog/2020/04/what-is-salesforce-customer-360.html

Tokenized Sending is a feature in Marketing Cloud that allows sending messages with data that is too

sensitive to store in Salesforce due to laws, regulations, or security policies. Tokenized Sending uses

an API call to exchange data from an external system with Marketing Cloud at send time, without

storing the data in Salesforce. Marketing Cloud Connect is a feature that enables integration

between Marketing Cloud and other Salesforce clouds such as Service Cloud. When using Tokenized

Sending with Marketing Cloud Connect, the following implications should be considered:

The synchronized data extensions will include the token and all PII attributes. Synchronized data

extensions are tables in Marketing Cloud that store data from other Salesforce clouds using data

synchronization in Marketing Cloud Connect. When using Tokenized Sending, the synchronized data

extensions will include the token as well as all personally identifiable information (PII) attributes such

as name, email, phone, etc. The token will serve as the subscriber key and contact key in Marketing

Cloud, while the PII attributes will be used for personalization and segmentation.

The standard email address field for contacts and leads needs to be populated with a token. When

using Tokenized Sending, the standard email address field for contacts and leads in other Salesforce

clouds needs to be populated with a token instead of an actual email address. The token resembles a

standard email address but contains encrypted information about the subscriber. The token is used

to exchange data with the external system at send time and send messages to the actual email

address.

Option B is incorrect because not all emails need to be sent through Marketing Cloud or Marketing

Cloud Connect to avoid disruptions when using Tokenized Sending. However, it is recommended to

do so to ensure consistent tracking and deliverability data across clouds. Option D is incorrect

because the token with all supporting attributes does not need to be stored in Service Cloud when

using Tokenized Sending. The token and the attributes are stored in the external system and only

exchanged with Marketing Cloud at send time. Reference:

https://help.salesforce.com/s/articleView?id=sf.mc_overview_tokenized_sending1.htm&type=5

https://help.salesforce.com/s/articleView?id=sf.mc_co_tokenized_sending.htm&type=0

B. Allowing agents to more easily access customer data to better support customers when they call in

can add value to the company by improving customer satisfaction, loyalty, and retention. This can

also enable agents to provide personalized recommendations, cross-sell or upsell opportunities, and

proactive service based on the customer’s profile, p

, and purchase history. C. Allowing

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

value to the company by simplifying the login process, enhancing security, and reducing

administrative overhead. This can also provide a seamless user experience for agents across different

systems and platforms. Reference:

https://www.salesforce.com/products/service-cloud/overview/

https://www.salesforce.com/products/commerce-cloud/overview/

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

This approach allows the company to use Service Cloud for capturing and resolving tickets, which

provides a better customer service experience than B2C Commerce. It also allows the company to

archive resolved cases and related data into Heroku, which is a cloud platform that can store large

amounts of data without hitting the platform’s governor limits. Using Salesforce Connect, the

company can display the archived data back in Service Cloud without storing it in Salesforce, thus

saving storage space and costs. Reference:

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

https://www.heroku.com/home

The shipping method name and description can be missing when order confirmation emails are triggered for languages other than US English, while other translated content appears correctly, for the following possible reasons: The name and description for the shipping method are not set up correctly in B2C Commerce or Service Cloud for the requested locale. The shipping method name and description are stored as attributes in B2C Commerce or Service Cloud, and they need to be translated and localized for each supported locale. If the translation or localization is missing or incorrect, the order confirmation email may not display them properly. The ShippingMethods data extension is missing the label and description field for the corresponding locale. The ShippingMethods data extension is a table in Marketing Cloud that stores the shipping method information for each locale. It has fields for label and description that need to match the values in B2C Commerce or Service Cloud. If the fields are missing or mismatched for a certain locale, the order confirmation email may not display them properly. Option B is incorrect because the subscriber in Marketing Cloud does not need to have a preferred locale set. The locale can be determined by the order data or the storefront language. Option C is incorrect because the locale can be set correctly in the email template using AMPscript or SSJS variables. Reference: https://help.salesforce.com/s/articleView?id=sf.mc_co_transactional_messaging.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.mc_co_order_confirmation_email.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.mc_co_shipping_methods_data_extension.htm&typ e=5

Option A is correct because the Salesforce Platform can be used for customer master and consent management, or it can integrate with a third-party Master Data Management system. This is an important consideration for this scenario, as it affects the data quality, security, and governance of customer data across multiple Salesforce clouds and systems. Option C is correct because Order Management System (OMS) is a B2C Commerce product but it does not run natively on the core Salesforce Platform. This is an important consideration for this scenario, as it affects the integration, performance, and scalability of OMS with other Salesforce clouds and systems. Option D is correct because Marketing Cloud enables personalization, journey orchestration, and cross-channel messaging. This is an important consideration for this scenario, as it affects the marketing strategy, campaign design, and customer engagement of the company. Option B is incorrect because Tableau does not require MuleSoft in order to access data outside of the Salesforce Platform. Tableau can connect to various data sources using native connectors or custom connectors without relying on MuleSoft. Reference: [Get Started with B2C Solution Architect Cert Prep - Trailhead] [Certification - B2C Solution Architect - Trailhead] B2C Solution Architect Certification Guide | Salesforce Ben

A. Fixing the data quality issues in Service Cloud before migrating to Marketing Cloud can help avoid

duplicate or incomplete contacts in Marketing Cloud, which can affect the contact count, billing, and

personalization. Data quality issues can be fixed by using tools such as Data Loader, Duplicate

Management, or ETL tools. C. Mapping Contact, Lead, and Account objects within Marketing Cloud

can help enable personalization by using data from Service Cloud in email content or journeys.

Mapping can be done by using Marketing Cloud Connect or Customer 360 Data Manager. Reference:

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

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

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

B2C Commerce and Service Cloud are not natively integrated and require custom development to

enable data synchronization and API access between them. B2C Commerce and Marketing Cloud also

require custom development to enable API access for customer engagement scenarios. Reference:

https://help.salesforce.com/s/articleView?id=sf.b2c_service_cloud_connector_overview.htm&type=

5 https://developer.salesforce.com/docs/commerce/sfra/marketing-cloud/marketing-cloudintegration

Product Catalogs are a type of data extension that contain product information for generating

product recommendations using Einstein in Marketing Cloud. Product Catalogs can be configured

natively to sync from B2C Commerce to Marketing Cloud using a point and click configuration in the

Marketing Cloud Business Manager. Reference:

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

https://developer.salesforce.com/docs/commerce/sfra/marketing-cloud/marketing-cloudintegration