Question # 1
Universal Containers (UC) has gone through the design phase of its large initiative involving multiple Salesforce clouds and is about to go into the build phase. The CIOwould prefer to create an internal Center of Excellence (CoE) to implement the solution versus make a third-party organisation responsible for the entire build given that they have the talent internally to support the initiative.
Which two recommendationsshould a Solution Architect make toward creating a CoC? Choose 2 answers |
| A. All development decisions will be made by internal resources. | | B. Documentation around the solution will not be a concern. | | C. Knowledge of the solution will stay within the organization. | | D. It will be much more cost effective to create a CoE. |
A. All development decisions will be made by internal resources.
C. Knowledge of the solution will stay within the organization.
Explanation: A Salesforce Center of Excellence (COE) is a centralized division within your company that oversees and manages all aspects of the Salesforce instance, includingprojects, maintenance, and support12. A COE acts as a central governing body for the entire organization and funnels all decision making and product ownership through a single group2. By creating a COE, you can ensure that all development decisions will bemade by internal resourceswho have direct relationships with stakeholders throughout the company12.
Another benefit of creating a COE is that knowledge of the solution will stay within the organization3. A COE provides leadership, best practices, research, support and training for Salesforce3. By having an internal team that is responsible for implementing and maintaining the solution, you can avoid relying on external vendors or consultants who may not have your best interests at heart or who may leave after the project is done4.
Question # 2
Mask Makers LLC has a traditional sales channel that uses an existing CPQ implementation to process orders. Customers frequently reorder previous purchases quickly and split theorder into several deliveries for different locations. Additionally, these customers are given special pricing through Price Books m CPQ based on annual spending and other parameters. The customer currently makes their purchase by sending an email or calling their appointed sales representative, and then waits to receive a quote.
Mask Makers LLC wants to move away from this very manual and time-consuming process. The company wants to provide its customers with a personalized experience that is simplified and streamlined with existing special pricing visible and the option to self- serve- Mask Makers LLC would also like to deliver this within a short timeframe, as business must continue to grow.
Which design approach should a Solution Architect recommend to meet these requirements within the timeframe while adhering to best practices. |
| A. Implement B2B Commerce and use the CPQ B2B Commerce Connector to integrate to CPQ. Set B2B Commerce as the Product and Pricing master. | | B. Implement B2B Commerce and use the CPQB2B Commerce Connector to integrate to CPQ. Keep CPQ as the Product and Pricing master. | | C. Implement B2B Commerce and use the CPQ B2B Commerce Connector to integrate to CPQ. Allow bidirectional updates to Products and Pricing. | | D. Implement B2B Commerce and build a custom integration to CPQ. Keep CPQ as the Product and Pricing master. |
B. Implement B2B Commerce and use the CPQB2B Commerce Connector to integrate to CPQ. Keep CPQ as the Product and Pricing master.
Question # 3
Universal Containers (UC) delivers packaging solutions to its customers based on volume schedule, which is part of a contract that UC is closing. Customers place orders against these contracts, and the orders are maintained in an ERP system outside of Salesforce.
Employees of UCwant to track invoicing payment status on a monthly basis so that they can identify early when customer orders fall short of the contractual target.
Which two solution components should a Solution Architect recommend to meet this requirement?
Choose 2 answers |
| A. Opportunities and Opportunity Products from Sales Cloud | | B. Product and Revenue Schedules from Sales Cloud | | C. Invoicing payment status sync between Salesforce Billing and ERP | | D. Orders and Order Products from Sales Cloud and a MuleSoft integration with the ERP |
B. Product and Revenue Schedules from Sales Cloud
D. Orders and Order Products from Sales Cloud and a MuleSoft integration with the ERP
Explanation: orders and order products are objects that represent customer requests for products or services after a contract has been signed or an opportunityhas been closed. Orders and order products can be used to track fulfillment status, invoicing status, revenue recognition, and contract compliance.
Orders and order products can be integrated with external systems using MuleSoft, which is a platform thatenables data integration and API management across different applications and sources. MuleSoft can help sync data between Salesforce and ERP systems, such as order details, inventory levels, payment status, etc.
Question # 4
Universal Containers (UC) uses Marketing Cloud and recently added SalesCloud to manage its business activities, as well as B2B Commerce to redesign its website. Today, a lead is created each time a customer leaves the site without finalizing their purchase. The number of leads created is increasing and representatives can nolonger meet their callback deadlines.
With the new website, UC wants to increase the number of finalized sales and offer similar products to customers while reducing the Sales team's workload. Sales representatives should only call back customers if thereis an upsell or cross-sell opportunity.
Which three recommendations should a Solution Architect make to meet these needs' Choose 3 answers |
| A. Createan opportunity when a customer clicks a cross-sell or upsell email link. | | B. Send automated emails in Sales Cloud with discounted offers to customers who abandoned their cart. | | C. Set up lead nurturing with Marketing Cloud and automate emails through journeys. | | D. Stop creating leads in Sales Cloud for abandoned carts. | | E. Put all leads from the abandoned carts in aqueue. |
A. Createan opportunity when a customer clicks a cross-sell or upsell email link.
B. Send automated emails in Sales Cloud with discounted offers to customers who abandoned their cart.
D. Stop creating leads in Sales Cloud for abandoned carts.
Question # 5
Universal Containers (UC) is currently using Sales Cloud, Revenue Cloud, Experience Cloud, and B2B Commerce. B2B Commerce and Experience Cloud are used for UC's end customers while the direct Sales team sells with partners through Revenue Cloud.
However, partners want to work digitally versus through email.
The direct Sales team has asked the CIO how they can expose their Revenue Cloud capabilities to their partners and vendorsusing Salesforce. The CIO knows they are currently using B2B Commerce for customers and is wondering if they can do something similar for partners by exposing CPQ capabilities in Experience Cloud for partners.
What are two questions a Solution Architectshould ask when evaluating either B2B Commerce or CPQ for partners via Experience Cloud?
Choose 2 answers |
| A. Will partners be using CPQ to sell to our customers that are utilizing our B2B Commerce tool today? | | B. Does the direct Sales team co-sell with partners or sell to partners in this new channel model? | | C. Do partners need to do complex configurations or create their special pricing? | | D. What do we need to invest in order to build the channel and where does that investment come from? |
A. Will partners be using CPQ to sell to our customers that are utilizing our B2B Commerce tool today?
C. Do partners need to do complex configurations or create their special pricing?
Explanation: Do partners need to do complex configurations or create their special pricing?2 This questioncan help UC determine if they need to use CPQ for partners, which can provide moreflexibility and functionality for configuring products and applying discounts than B2B Commerce.
Will partners be using CPQ to sell to our customers that are utilizing our B2B Commerce tool today?1 This question can help UC understand if they need to integrate CPQ and B2B Commerce for partners, which can enable a seamless experiencefor both partners and customers across different channels.
Question # 6
| Universal Containers (UC) is about to complete an initial planning of a complex solution involving multiple customer personas. UC wants to ensure it has a comprehensive understanding of whatkinds of business outcomes the customers want to achieve before presenting them a solution.
Which method of discovery should a Solution Architect suggest to UC? |
| A. Third-party research from well-known organizations | | B. Jobs To Be Done Framework | | C. Comprehensive Surveys to End Customers | | D. User Stories Creation with End Customers |
D. User Stories Creation with End Customers
Explanation: This method can help UC understand what kinds of business outcomes the customers want to achieve by capturing their needs, value propositions, andpain points in a structured format. The Solution Architect should suggest that UC use the Jobs To Be Done Framework and User Stories Creation with End Customers. The Jobs To Be Done Framework involves studying customer behavior to determine what outcomescustomers want to achieveand how customers go about achieving those outcomes. User stories creation with end customers involves gathering information from customers about their goals, needs, and expectations, and using that information to create user stories that can be used to inform the design and development of the solution. Third-party research from well-known organizations and comprehensive surveys to end customers can also provide valuable information, but are not as focused on helping to create a comprehensive understandingof customer outcomes.
Question # 7
Universal Containers uses an ERP as system of record (SOR) for its product data, and Sales Cloud and Revenue Cloud for its sales data. TheProduct data must be synced with Salesforce so that sales representatives can add the products to their Opportunities and Quotes. As Products are deactivated within the ERP, theyshould no longer be available.
Since Sales Cloud is the SOR for Opportunities and Revenue Cloud is the SOR for Quotes, the Solution Architect has been asked to come up with an archiving strategy that preserves Opportunity and Quote data related to these deactivated products m Salesforce for historical reference.
What should a Solution Architect recommend to manage the deactivation of the Products and archiving of the Saks data? |
| A. Delete the Product in Salesforce once it is deactivated in the ERP. Archive the Opportunity and Quote data m a third-party system and bring back into Salesforce as External Objects. | | B. Remove the Product from active Opportunities and Quotes. Archive the Opportunity and Quote data in a third-parry system and bring back into Salesforce as External Objects. | | C. Deactivate the Product m Salesforce once it is deactivated m the ERP. Archive the Opportunity and Quote data in a third-party system and bring back into Salesforce as External Objects. | | D. Deactivate the Product in Salesforce onceit is deactivated m the ERP. Mark the Opportunity and Quote data in Salesforce as inactive so they do not show up in reporting. |
D. Deactivate the Product in Salesforce onceit is deactivated m the ERP. Mark the Opportunity and Quote data in Salesforce as inactive so they do not show up in reporting.
Explanation: This way, you can preserve the historical data of your sales transactions related to the deactivated products without deleting them from Salesforce. You can also avoid syncing issues between your ERP and Salesforce by keeping the product status consistent1.
Deactivating a product in Salesforce means that it cannot be added to newopportunities or quotes, butit remains visible on existing ones1. You can also deactivate all related prices for that product at the same time by enabling a setting in Product Settings1. To mark an opportunity or quote as inactive, you can use a custom field or a workflow rule thatchanges its status based on certain criteria3.
Question # 8
Universal Containers (UC) is about to start a massive digital transformation project across multipleservice channels. UC plans on using Service Cloud, Omni-Channel, chatbots, Knowledge, and EinsteinAI throughout all the service capabilities. Before discovery can start, the key stakeholder would like to see the automated chat capabilities in action. Theycurrently use a third-party Knowledge Base and are wondering what is the value of it over Salesforce Knowledge. They believe it will be chatbots but they are unsure.
What is one of the key benefits the Solution Architect should address within the contextof the demo? |
| A. Demo how the chatbot can provide a response to a customer's request by bringing together content from Knowledge articles. | | B. Demo how the chatbot can anticipate the responses of the customer before they make it, and generate Knowledge article responses based on what they have bought. | | C. Demo how the chatbot can utilize Knowledge within it to deflect customer issues before a case is created. | | D. Demo how a human being can have a real conversation with an Einstein Al-driven chatbot. |
Explanation: This answer shows how the chatbotcan leverage Knowledge articles to provide relevant and helpful information to customers without requiring them to contact a live agent. This can improve customer satisfaction and reduce service costs.
Question # 9
| Widgets Wonderful, a manufacturing company, wants to provide a better customer experience and enable field service resources to provide a quote to customers while still on site. The company has complex products that come with warranties that include preventativemaintenance work. Additionally, certain warranty repair work has specific SLAs associated with it. There are 10 Field Service teammembers and 20 sales representatives, all of whom need to view Salesforce Field Service objects and be able to create quotesfor the customer.
Widgets Wonderful's project owner has some questions regarding the number and types of licenses needed for the users and would like to better understand how warranties will be addressed.
Which two combined options should a Solution Architect suggest? Choose 2 answers
|
| A. Salesforce Field Service and Service Cloud for Salesforce CPQ will need to be installed and customizations will need to be made to handle Entitlements. | | B. Purchase 30 CPQ licenses and 10 Salesforce Field Service licenses. | | C. Purchase 30 CPQ licenses and 30 Salesforce Field Service licenses. | | D. Salesforce Field Service, Salesforce CPQ, and Service Cloud for Salesforce CPQ need will need to be installed and customizationswill not be needed for Entitlements. |
B. Purchase 30 CPQ licenses and 10 Salesforce Field Service licenses.
D. Salesforce Field Service, Salesforce CPQ, and Service Cloud for Salesforce CPQ need will need to be installed and customizationswill not be needed for Entitlements.
Explanation: CPQ licenses are required for users who need to create quotes for customers, which includes both field service team members and sales representatives. Therefore, 30 CPQ licenses are needed for10 field service team members and 20 sales representatives. Accordingto 23, Salesforce Field Service licenses are requiredfor users who need to access the dispatcher console or the mobile app, which includes only field service team members. Therefore, 10 Salesforce Field Service licenses are needed for 10 field service team members.
Salesforce CPQ is a software that automates pricing and proposal generation of complex products/services, which matches the company’s needs. According to 2, Salesforce Field Service is a software that enablesscheduling and optimization of field service resources, which also matches the company’s needs. According to 5, Service Cloud for Salesforce CPQ isan add-on that allows users to manage entitlements (warranties) and contracts(SLAs) within Salesforce CPQ without customizations.
Question # 10
Universal Containers (UC) manufactures automobile engine components. UC wants to set up an ecommerce website to deliver a seamlesscustomer purchasing experience, both through self-service and field sales. UC also wants to showcase its extensive product offerings, operate regional promotions and discounts, and managed routing and contracting. UC is looking for guidance on a Salesforce multi-cloud solution to be implemented across phases.
What should a Solution Architect recommend to meet UC's business requirements? |
| A. Phase 1: Sales Cloud - - Phase 2: Service Cloud -- Phase 3B2B Commerce | | B. Phase 1: Sates Cloud -- Phase 2: B2BCommerce -- Phase 3: Salesforce Field Service | | C. Phase 1: Service Cloud -- Phase 2: CPQ -- Phase 3: B2B Commerce | | D. Phase 1: Sates Cloud - - Phase 2: CPQ -- Phase 3: B2B Commerce |
D. Phase 1: Sates Cloud - - Phase 2: CPQ -- Phase 3: B2B Commerce
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