A holding company owns and operates a large number of brands internationally. They are interested in migrating from a home-grown solution to a Salesforce multi-cloud solution as part of a new digitalization initiative to optimize IT spending across the brands. The brand any would like to operate B2C Commerce sites supported by Service Cloud for their agents, and use Marketing Cloud to drive consumer engagement.
Given that the company has operations and customers in Brazil Canada Europe Japan Russia and the United States, which two recommendations should a Solution Architect make to ensure that customer experiences are compliant with all domestic and international regulations related to data privacy and security?
Choose 2 answers

• A. Utilize Shield to handle the encryption of data across all Salesforce products for all fields required to be geo-fenced.
• B. Enable Transparent Data Encryption in Marketing Cloud to ensure that Marketing engagement data is encrypted at rest. Written
• C. Use a Service Cloud instance in every market in which they operate to ensure that data residency requirements are fulfilled.
• D. Use Salesforce Connect to leverage external data sources that are located within the corresponding country that the Materials customer resides in.

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Northern Trail Outfitters (NTO) wants to unify customer data with a single identity for each customer across their ecommerce sites and their communities. Communities are treated as an identity provider (IDP) for commerce. The communities also allow self-service support for products via knowledge articles and crowd- sourced Knowledge and Chatter.
For which customer data should Experience Cloud be the system of record?

• A. Address book
• B. Payment information
• C. Authentication credentials
• D. Wishlist

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A retail company currently uses 62C Commerce and Marketing Cloud to enable a seamless customer experience. They are evaluating tools to better support customer service activities like their call center for online ordering and social customer service.
Which two functionalities should a Solution Architect discuss with the company to explain the value of Service Cloud? Choose 2 answers

• A. Ability to de-duplicate and create a single customer identity.
• B. Ability to allow the agent to see purchase history to support case management
• C. Ability to have a customer leave a journey when they have an escalated case.
• D. Ability to create a B2C storefront using Digital Experiences.

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An organization wants to avoid sending post-purchase review emails until a customer has had a chance to receive and try out their order. The typical shipping duration is around 3 days, but the organization is unsure about how long it takes a customer to try the product once it has been delivered.
What should the company do to leverage its Salesforce product suite and optimize the open rates for its post- purchase emails?

• A. Use Salesforce Order Management to add the customer to a Marketing Cloud post-purchase journey when their order ships. Use a Journey Builder Wait activity to delay 3 days for shipping and an Einstein Engagement Split based on open rate to optimize the additional delay for product testing.
• B. Use Salesforce Order Management to add the customer to a Marketing Cloud post-purchase journey when their order ships. Use a Journey Builder Wait activity to delay 3 days for shipping and an Engagement Split with 1-, 2-, and 3-day Wait activity based on open rate to optimize the additional delay for product testing.
• C. Use B2C Commerce to add the customer to a Marketing Cloud post-purchase journey when their order ships. Use a Journey Builder Wait activity to delay 3 days for shipping and an Einstein Engagement Split based on open rate to optimize the additional delay for product testing.
• D. Use B2C Commerce to add the customer to a Marketing Cloud post-purchase journey when their order ships. Use a Journey Builder Wait activity to delay 3 days for shipping and an Engagement Split with 1-
  , 2-, and 3-day Wait activity
  based on open rate to optimize the additional delay for product testing.

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A company is struggling to grow sales in a difficult retail climate and has tasked the Marketing team with improving their lead generation metrics. They have an existing database of customers going back five years, but there are many duplicates, the data is not extensive, and is often outdated. This could mean the potential customer base is limited. They already use Marketing Cloud Journeys extensively and their management team is open to considering additional investments if they believe it can make a difference.
Which three actions should a Solution Architect take to help meet their need for improving lead generation metrics?
Choose 3 answers

• A. Implement Lead Queues in Sales Cloud to ensure that the Telesales teams are calling customers more efficiently
• B. Run a proof-of-concept of Customer 360 Data Manager to build unified customer identities, improving the ability to provide relevant personalization
• C. Implement Audience Studio and integrate it with Marketing Cloud to bridge the divide between the known and the unknown customer
• D. Implement a mobile app so that customers can more easily purchase products to drive higher sales
• E. Use analytics tools such as Datorama to help improve accountability on campaign spend for digital advertising and marketing campaigns

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