A corporate bank has decided to use a multi-cloud solution to reduce time to market, showcase a 360-degree view of the bank's business customers, and improve CSAT rating by increasing channels for customer service. The CIO has asked to run a discovery workshop with one goal: understanding existing technical dependencies within the organisation.
What should a Solution Architect recommend as the top priority to start this journey?

• A.Plot the map or the future system landscape by making assumptions about the changes needed to improve customer satisfaction.
• B.Plot the map of the current system landscape and identify key areas where the B2B multi-cloud solution will fit in.
• C.Plot the process map using Universal Process Notation (UPN) through workshops involving a diverse set of stakeholders.
• D.Plot what the customer is thinking, doing, and feeling at the varying stages of their experience, and connect them to interactions with the bank.

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At Custom Cabinets LLC, the service appointments often span over multiple days bot are 2 to 4 hours in duration per day. The company would like to optimize the service resource's day and have them see as many customers as possible. Additionally, Custom Cabinets LLC would like a customer service representative to follow up with the customer once the field work has been completed.
Which approach should the Solution Architect take to meet these requirements?

• A.Leverage out-of-the-box Salesforce Field Service Work Types and declarative automation to clone Service Appointments for multiple days. Use declarative automation to create a follow-up Case for customer service.
• B.Leverage out-of-the-box Salesforce Field Service Work Types and out-of-the-box Multiday Service Appointments. Use declarative automation to create a follow-up Case for customer service.
• C.Leverage declarative automata to done Service Appointments for multiple days. Like declarative automation to send a follow-up email to the customer.
• D.Leverage out-of-the-box Salesforce Field Service Multiday Service Appointments. Use declarative automation to send a follow-up email to the customer.

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Universal Containers (UC) has implemented a new ecommerce site for its resellers. UC is leveraging a multi-cloud architecture, B2B Commerce, for buildingthe storefront and Service Cloud Web2Case for offering case management functionality to its resellers. UC notices that the case volume is extremely high and a number of resellers are raising cases for trivial issues on the B2B Commerce site.
Which two recommendations should a Solution Architect make to help resellers use the site more efficiently and lower the case volume?
Choose 2 answers

• A.Offload the number of cases received via Web2Case by using Email2Case.
• B.Implement Case Deflection.
• C.Disable anonymous users on the site.
• D.Plan and conduct User Adoption Trainings for resellers on how to use the site.

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Big Server Company sells complex server solutions to customers through a reseller channel. Resellers will purchase complex servers aswell as have warehouses to store quick need products for their customers, such as additional hard drives and cables. Big Server Company currently uses Salesforce CPQ for its Sales team. Big Server Company would like to be able to give resellers easy access to purchase warehouse type products through B2B Commerce; however, the company would also like to allow resellers to request additional discounts for large volume orders from the Sales team.
Which recommendation should a Solution Architect make tointegrate B2B Commerce and Salesforce CPQ to accomplish this request?

• A.Utilize an integration software, like MuleSoft, to sync carts and pricing between B2B Commerce and Salesforce CPQ.
• B.Implement the Salesforce CPQ & Billing and CPQ B2B Commerce Connector and use the Cart to Quote flow to sync the cart to Salesforce CPQ, and have a reseller price rule adjust pricing for the reseller based on volume.
• C.Create a request special pricing button in B2B Commerce that will create an opportunity for the salesrepresentative and allow the sales representative to follow up.
• D.Implement the Salesforce CPQ & Billing and CPQ B2B Commerce Connector and use the Cart to Quote flow to create a quote from the Resellers Cart, allowing a sales representative to configurediscounts and sync back to cart.

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Universal Containers (UC) uses Sales Cloud, Service Cloud, and Experience Cloud. The implementation was completed 5+ years ago, and Service Cloud users are now expressing dissatisfaction with system performance. A custom Visualforce page was developed to show relevant data to Experience Cloud users. The same page is used by the Support team but displays more information based on their profile. UC has a small internal Support team for Salesforce that periodically enables new features in production.
Which best practice should the Solution Architect recommend to avoid these types of issues in the future?

• A.Assess the level of technical debt and test new features with the Product team in a Developer sandbox.
• B.Assess the level of technical debt and test new featuresin a sandbox before enabling in production.
• C.Assess the level of data quality and test new features with a pilot before enabling for all users.
• D.Assess the level of data quality and test new features with a subset of users in production before enabling all users.

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