Universal Containers (UC) wants to ensure its field technicians are interacting with customers in a professional manner. The sales department already uses a third-party survey tool.
Which action should a Solution Architect recommend for UC to enab4e service managers to track customer satisfaction based on the technician and the job?

• A.Use the existing survey tool by integrating the responses to the Service Appointment and Service Resource record.
• B.Use the existing survey tool by integrating the responses to Case number and User record.
• C.Build a Salesforce Survey to send out after each service appointment and integrate that data with the third-party survey tool.
• D.Select an AppExchange app that sends a survey to each customer after a work order is completed.

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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 the order 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 CPQ B2B 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.

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Universal Containers (UC) needs to support its customers via email, phone, and chat. Service agents are only scheduled to support one communication channel for each shift. UC has implemented a service-focused community but only wants customers to inquire about service in the community through chat.
Which three options should a Solution Architect recommend to meet the requirements defined above?
Choose 3 answers

• A.Customer Community with ability to create a new support Case
• B.Customer Community with Live Agent
• C.CTI adaptor with Omni-Channel integration
• D.Experience Cloud, web-to-case, and a CTI integration
• E.Omni-Channel with defined presence, routing configurations,and Service Channels

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AW Heat &. Cooling is a mid-sized manufacturing company that sells special purpose heating and cooling solutions. Sales have declined significantly, and analysis shows that customers are leaving due to long turnaround times for quotes, lack of flexibility, and confused salespeople that do not understand their customers and do not collaborate with each other. The company wants to streamline and improve the customer experience from end to end, including new communication channels and digital self-service offerings.
How should the Solution Architect arrange the roadmap to implement the company's stated priorities?

• A.Start with Service Cloud and Revenue Cloud,followed by Experience Cloud and, later, Sales Cloud.
• B.Develop a comprehensive solution that includes Sales Cloud, Revenue Cloud, Service Cloud, and Experience Cloud as a basic version from the start.
• C.Fast-track Service Cloud followed by Sales Cloud,Revenue Cloud, and, later, Experience Cloud.
• D.Start with Sales Cloud and Revenue Cloud, followed by Service Cloud and, later, Experience Cloud.

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AW Computing (AWC) has just completed a multi-cloud implementation for Salesforce and is facing major user adoption challenges. Users are complaining that the system is complicated and hard to navigate.
What can the Center of Excellence (CoE) for Salesforce do to help increase user adoption?

• A.Record hour-long pieces of training for each job role so users can review on their own time.
• B.Break down training materials into quick reference guides for job-specific functions.
• C.Place all training materials on the home page so users can find them easily.
• D.Ensure each team has a Salesforce champion that can provide one-on-one training.

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