The business model of Universal Containers (UC) puts a strong emphasis on indirect sales and service processes. UC's customers are primarily distributors, resellers, and service providers who either sell or service products independently, or collaborate with UC on joint opportunities and cases. In the past, collaboration was primarily driven through email but UC wants to bring both service and sales collaboration onto one consolidated platform.
Which solution should a Solution Architect recommend to create better collaboration and visibility for UC employees, resellers, and service partners?

• A.Grant access to resellers and partners by providing Sales Cloud licenses and Service Cloud licenses.
• B.Grant access to resellers and partners by providing Partner Community licenses.
• C.Grant access to resellers and partners by providing Customer Community licenses.
• D.Grant access to resellers and partners by providing Customer Community Plus licenses.

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Universal Containers (UC) recently completed its migration to Lightning Experience, with sales users automatically moving to Lightning. This initiative was a massive undertaking by UC, as it had a tremendous amount of legacy functionality migrated over to Lightning from Classic. The CIO would like to make sure that UC is able to track adoption of the migrated functionality over from Classic to Lightning and what specifically was migrated.
Which two proposals should a Solution Architect recommend?
Choose 2 answers

• A.Provide the CIO the ability to roll back all changes once they feel Lightning is not adequate for their needs.
• B.Track Adoption Rates within the Lightning Usage, and monitor a change in metrics within existing reports and dashboards.
• C.Provide the CIO a list of the User Stories around the new functionality and the Gap Analysis done between Classic and Lightning.
• D.Align with the CIO around the fact that while the functionality has been migrated, the data created between Classic and Lightning will remain exactly the same.

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Universal Containers (UC) is about to start a massive digital transformation project across multiple service channels. UC plans on using Service Cloud, Omni-Channel, chatbots, Knowledge, and Einstein AI throughout all the service capabilities. Before discovery can start, the key stakeholder would like to see the automated chat capabilities in action. They currently 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 context of 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.

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GG3 has gone live with a B2B multi-cloud solution and plans to add more functionality over time. The company has a team of system administrators who each focus on a specific cloud and area of functionality. GG3 has decided to use an Org-Based deployment approach. It wants to protect the investment made and set the team up for success in the future.
What should a Solution Architect recommend as a best practice to put checks in place for decisions on changes moving forward?

• A.Engage Salesforce services to manage all governance and represent as the Steering Committee.
• B.Budget for a Governance and Monitoring structure that includes a communications plan and project methodology for the following year.
• C.Set up a Governance and Monitoring structure that includes a Steering Committee, a Center of Excellence, and a Data governance council.
• D.Engage a third-party company to manage all governance and represent as the Steering Committee.

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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 preventative maintenance work. Additionally, certain warranty repair work has specific SLAs associated with it. There are 10 Field Service team members and 20 sales representatives, all of whom need to view Salesforce Field Service objects and be able to create quotes for 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 customizations will not be needed for Entitlements.

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