Salesforce Exam B2C-Solution-Architect Topic 3 Question 33 Discussion

Actual exam question for Salesforce's B2C-Solution-Architect exam

Question #: 33
Topic #: 3

An organization that has B2C Commerce, Marketing Cloud, and Service Cloud has separate support teams that work with customers based on their tier level. Tier levels are based on the amount of money a customer spends. The organization wants incoming support cases to automatically route to the correct team based on their tier level.

Which two options should a Solution Architect configure to accomplish this?

Choose 2 answers

AService Cloud can be extended with customer flows and Lightning Web Components to create a separate support process specifically designed for customers that are
attributed a tier level.

BTier levels must be calculated and attributed to customers in Marketing Cloud and then propagated to Service Cloud so that they can be used to inform how cases are
routed to teams. Marketing Cloud must integrate with B2C Commerce to leverage purchase data necessary for these calculations.

CCase routing can be configured by configuring Service Cloud's omni-channel routine feature to route cases to support teams based on the tier level of the customer
submitting the case and the availability of agents supporting each tier level.

DTier levels must be calculated regularly and attributed to Contact records in Service Cloud so that the tier level can be leveraged by Service Cloud's omni-channel routing
feature and synchronized back to B2C Commerce and Marketing Cloud.

Show Suggested Answer

Suggested Answer: B, C

by Dalene at May 08, 2022, 03:20 PM

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