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An organization has separate support teams that work with customers based on their tier level. Tier levels are based on the amount of money a customer spends. The organization wants incoming support cases to automatically be routed to the correct team based on their tier level.
Which two options should a Solution Architect configure to accomplish this?
Choose 2 answers
A. Auto Response Rules
B. Support Processes
C. Assignment Rules
D. Queues
Answer: C,D
Explanation:
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.
References:
* https://help.salesforce.com/s/ar ... case.htm&type=5
* https://help.salesforce.com/s/ar ... home.htm&type=5
* https://help.salesforce.com/s/ar ... view.htm&type=5
NEW QUESTION # 93
A company currently uses B2C Commerce and Service Cloud for one of its storefronts. They are now considering implementing the 'Order on Behalf of flow. Which consideration must a Solution Architect keep in mind while implementing the 'Order on Behalf of flow?
A. The Service Cloud Connector is not available for guests or anonymous storefront shoppers. Use Order on Behalf with registered B2C Commerce customer accounts.
B. The Service Cloud Connector enables data synchronization through SOAP services using Service Cloud and B2C Commerce. REST services are not available for such data synchronization needs.
C. The Service Cloud Connector does not require B2C Commerce to be registered as a remote site as long as the Service Cloud org and B2C Commerce realm are in the same geographic region.
D. The Service Cloud Connector can work with any valid Service Cloud user. There is no specific need for an Integration User with administrative rights.
Answer: A
Explanation:
* A is correct because the Service Cloud Connector only works with registered B2C Commerce customer accounts and does not support guests or anonymous storefront shoppers. The connector uses the customer ID to link the Service Cloud contact with the B2C Commerce customer profile.
* B is incorrect because the Service Cloud Connector supports both SOAP and REST services for data synchronization between Service Cloud and B2C Commerce.
* C is incorrect because the Service Cloud Connector requires B2C Commerce to be registered as a remote site in Service Cloud regardless of the geographic region. This is to allow outbound messages from Service Cloud to B2C Commerce.
* D is incorrect because the Service Cloud Connector requires a dedicated Integration User with administrative rights in both Service Cloud and B2C Commerce. This user is used to authenticate and authorize the data synchronization between the two systems.
References:
* : https://documentation.b2c.commer ... .demandware.dochelp
/ServiceCloud/ServiceCloudConnectorOverview.html
* : https://documentation.b2c.commer ... .demandware.dochelp
/ServiceCloud/ServiceCloudConnectorDataSynchronization.html
* : https://documentation.b2c.commer ... .demandware.dochelp
/ServiceCloud/ServiceCloudConnectorSetup.html
* : https://documentation.b2c.commer ... .demandware.dochelp
/ServiceCloud/ServiceCloudConnectorUserSetup.html
NEW QUESTION # 94
A multi-brand company uses B2C Commerce, Service Cloud, and Marketing Cloud and is seeking an order management solution. They process 2,000 orders per hour across their brands. The company has one B2C Commerce realm, two Salesforce core orgs, and two Marketing Cloud business units. The company is choosing between these three options for an order management tool:
* Build an order management solution in B2C Commerce using order management APIs
* Purchase Salesforce Order Management
* Build a custom order management solution using their own development team Which three statements should a Solution Architect use to support using the Salesforce Order Management solution?
Choose 3 answers
A. Salesforce Order Management synchronizes orders to and from B2C Commerce, which essentially replaces the Service Cloud Connector.
B. B2C Commerce order management does not support complex or advanced use cases.
C. The existing Service Cloud implementation team could extend the Salesforce Order Management product to the existing org.
D. Salesforce Order Management shares the same database with Service Cloud while other solutions need to build additional integration.
E. Salesforce Order Management is a productized connector solution between B2C Commerce and Service Cloud; orders will be synchronized from the client B2C Commerce realm to multiple Salesforce Orgs without the need for customization.
Answer: B,C,D
Explanation:
* B is correct because B2C Commerce order management does not support complex or advanced use cases such as split shipments, backorders, partial cancellations, or returns3. Salesforce Order Management provides these capabilities out of the box or with minimal customization.
* C is correct because Salesforce Order Management can be installed as a managed package in an existing Service Cloud org, which means that the existing Service Cloud implementation team can leverage their existing skills and knowledge to extend the product to meet the business needs.
* E is correct because Salesforce Order Management shares the same database with Service Cloud, which eliminates the need for additional integration between the two systems. Other solutions would require building custom integration to synchronize data between different databases.
* A is incorrect because Salesforce Order Management does not replace the Service Cloud Connector, which is used to synchronize data between Service Cloud and B2C Commerce. Salesforce Order Management integrates with both Service Cloud and B2C Commerce using platform events and REST APIs.
* D is incorrect because Salesforce Order Management does not support synchronizing orders from one B2C Commerce realm to multiple Salesforce orgs without customization. The standard integration assumes that there is a one-to-one relationship between a B2C Commerce realm and a Salesforce org.
References:
* 3: https://documentation.b2c.commer ... .demandware.dochelp
/OrderManagement/OrderManagementOverview.html
* : https://help.salesforce.com/s/ar ... ment.htm&type=5
* : https://help.salesforce.com/s/ar ... tion.htm&type=5
* : https://help.salesforce.com/s/ar ... odel.htm&type=5
* : https://help.salesforce.com/s/ar ... tion.htm&type=5
* : https://help.salesforce.com/s/ar ... view.htm&type=5
NEW QUESTION # 95
A company wants to use the Salesforce Platform for their needs. They need a marketing solution, an online ordering platform, and a b solution for service agents, The goal of the company is to provide end-to-end support for their customers.
What is an example of a deliverable that the Solution Architect should provide to make sure the company understands the solution that is needed?
A. Final design document for storefront pages and service agent experience
B. Technical Design Specification showing the data mapping/model and systems integration
C. Email templates and copy for suggested marketing emails
D. Organization chart of the company completed by the Solution Architect
Answer: B
Explanation:
A Technical Design Specification is a document that describes the technical architecture and design of a solution, including the data mapping/model and systems integration. This document can help the company understand the solution that is needed and how it will meet their requirements. References: https://trailhead.
salesforce.com/content/learn/modules/solution-design-for-technical-architects/define-the-technical- architecture
NEW QUESTION # 96
A company uses Service Cloud and B2C Commerce and now wants to enable the 'Order on Behalf of functionality on its storefront.
Which two actions should a Solution Architect take to ensure agents can use the 'Order on Behalf of' functionality?
Choose 2 answers
A. Configure agents to use SSO between B2C Commerce and Service Cloud.
B. Apply the "Order on Behalf of permission set to Service Cloud users.
C. Verify that agents have a user record in Service Cloud and an account created in B2C Commerce.
D. Verify that the permissions for the B2C Commerce account support 'Order on Behalf of'.
Answer: C,D
Explanation:
To enable the 'Order on Behalf of' functionality, the B2C Commerce account must have the 'Order on Behalf of' permission enabled and the 'Customer Service' role assigned. The agents must also have a user record in Service Cloud and an account created in B2C Commerce with the same email address. References: https://help.salesforce.com/s/ar ... f_of.htm&type=5
NEW QUESTION # 97
......
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