Pass the Salesforce Architect Exams B2C-Solution-Architect Questions and answers with CertsForce

Digital Engagement is a set of features in Service Cloud that enables agents to communicate with customers using social messaging channels such as Facebook, WhatsApp, and SMS. To justify the recommendation of implementing Digital Engagement, a Solution Architect can use the following reasons:

Mobile Connect lacks integration with the service agent console without Digital Engagement. Mobile Connect is a feature in Marketing Cloud that allows sending and receiving SMS messages. However, without Digital Engagement, Mobile Connect messages cannot be handled by Service Cloud agents in the service console or omnichannel routing.

Social Studio does not support 1:1 messaging on the apps listed in the scenario. Social Studio is a feature in Marketing Cloud that allows listening and engaging with customers on social media platforms. However, Social Studio does not support direct messaging on Facebook or WhatsApp, which are popular social messaging channels.

Option B is incorrect because Mobile Connect supports outbound messaging in more than 200 countries. Option D is incorrect because Social Studio can respond to public posts or comments on social media platforms. References:

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

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

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

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

A. SMS opt-in will sync with Service Cloud when contact ID is the subscriber key in Marketing Cloud. This can help enable consent and profile management across the clouds by allowing customers to opt-in or opt-out of SMS messages and reflecting their preferences in both Service Cloud and Marketing Cloud. This can also help comply with industry regulations and best practices for SMS marketing. C. Profile changes in B2C Commerce will sync to Service Cloud when person accounts are used. This can help enable consent and profile management across the clouds by allowing customers to update their profile information in B2C Commerce and syncing their changes to Service Cloud. This can also help maintain consistent and accurate customer data across different systems and platforms. References:

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

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

https://help.salesforce.com/s/articleView?id=sf.b2c_commerce_integration.htm &type=5

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. References: 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

Syncing Person Account object can help map subscriber data in Marketing Cloud when the company has Person Account set up on their Sales Cloud. This can enable bi-directional data integration between Sales Cloud and Marketing Cloud for Person Accounts, which are records that combine both Account and Contact information for individuals. References:

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

This answer is correct because Salesforce Connect can be used to display external data in Salesforce without copying or storing it. Salesforce Connect uses external objects to access data from an external system via an adapter. This way, the order data from the ERP system can be displayed in Service Cloud as read-only records without consuming additional storage space. References: https://help.salesforce.com/s/articleView?id=sf.datacloud_connect.htm &type=5