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Salesforce Arch-302 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Integration Strategy | 23% | - Design secure, scalable, and high-performance integrations - Evaluate tools, middleware, and custom development needs - Select integration patterns and APIs |
| Topic 2: Architecture Design | 18% | - Illustrate interactions between Salesforce clouds and third-party systems - Design multi-cloud solution architecture - Address security, compliance, and data residency requirements |
| Topic 3: Discovery and Customer Success | 27% | - Define success criteria and implementation roadmap - Validate architecture, systems of record, and risks - Facilitate customer engagement and requirements gathering |
| Topic 4: Functional Capabilities and Business Value | 7% | - Recommend suitable Salesforce products for business processes - Evaluate product features and business outcomes - Map customer journeys to B2C solutions |
| Topic 5: Data Models and Management | 25% | - Manage data quality, migration, and lifecycle - Plan data integration, synchronization, and governance - Define data models and relationships across systems |
Salesforce Certified B2C Solution Architect Sample Questions:
A customer has been using Marketing Cioud with their existing (non-Salesforce) ecommerce site for more than 3 years and is now implementing Service Cloud to help improve the quality of support given to their customers. While Service Cloud will be integrated with the ecommerce site and they want to use many Marketing Cloud Connect features, the customer is insisting on continuing to use the existing integration between the ecommerce site and Marketing Cloud until they move to Salesforce B2C Commerce (planned for the coming 2 years).
Which two concerns should the Solution Architect raise with the customer considering the approach they want to take?
Choose 2 answers
- A. Contacts may be duplicated in Marketing Cloud during the transition phase, and additional work may be required to merge identities at a later date.
- B. Email tracking for messages sent from the ecommerce site will not be replicated via Marketing Cloud Connect and therefore will not be visible to the Service Agents.
- C. Journey Builder will need to be used to update the Contact Key directly in Marketing Cloud to ensure the existing ecommerce site integration can continue to be used.
- D. Additional Matching rules will need to be implemented in Service Cloud to ensure identities are merged before messaging in Marketing Cloud.
Correct Answer: A,B 🗳️
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A company is using Service Cloud, B2C Commerce, and Marketing Cloud to provide an end-to-end B2C solution. The company does not use MuleSoft or any other integration middleware and does not plan on using them in the near future. The company has about 10 million customers with a growth rate of 10% year over year, On average, each customer raises 10-50 support tickets each year, Each ticket may contain multiple comments, responses, and attachments. There is a need for the service agents to have visibility on customer tickets for up to 5 years.
What approach should a Solution Architect recommend in order to deliver the desired functionality given the company's expected growth over the next 5 years, while still adhering to the platform's governor limits?
- A. Capture and resolve tickets using the capabilities of Service Cloud, Use the Service Cloud console to display cases and related data raised by a customer in the past 5 years.
- B. Capture and resolve tickets using the capabilities of Service Cloud. Archive resolved cases and related data into Heroku and display them back in Service Cloud using Salesforce Connect.
- C. Capture and resolve tickets using the capabilities of 852C Commerce. Archive cases and related data older than a year in Big Objects and delete records that are more than 5 years old.
- D. Capture and resolve tickets using the capabilities of Service Cloud. Archive cases and related data older than a year in Big Objects and delete records that are more than 5 years old.
Correct Answer: B 🗳️
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A service organization has a long lifecycle for customers that start as a lead and move through opportunity to active and former customer states. The organization wants to use Sales Cloud and Marketing Cloud as their core customer engagement platforms.
Which two considerations should a Solution Architect keep in mind when setting up this multi-cloud use case?
Choose 2 answers
- A. Allow both the lead record to generate a contact in Marketing Cloud and the contact record to generate a contact in Marketing Cloud.
- B. Ensure that when a lead is converted to a contact that the Lead ID is mapped to a custom field on the Contact to be used as the referenced with the Subscriber ID in Marketing Cloud and avoid duplicate records.
- C. Set up the contact object with a specific record type 'Lead' that mimics the standard lead object to prevent the duplicate contact from being created in Marketing Cloud.
- D. Enable the 'Prevent Duplicates for Lead Conversion' setting when configuring Marketing Cloud Connect to prevent converted contacts from generating a duplicate contact.
Correct Answer: B,C 🗳️
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A large cosmetics company is planning a customer marketing campaign this summer that allows early access to new product launches in exchange for consent to contact participants through text or email. Future communications to those who 'opt-in' includes information on future product launches, store events, and holiday promotions.
The company plans to offer a 'preference center' within the commerce experience, where authenticated users can opt-in or opt-out of various methods of direct communication.
In which two ways should a Solution Architect define the appropriate systems and methods for user registration and communication preferences, and recommend where native platform functionality within each platform may need to be extended?
Choose 2 answers
- A. Allow cookie consent to auto-enable email and/or mobile communications directly to the customer.
- B. Implicitly enroll all customers in direct mobile communications during checkout, and allow customers to opt-in or opt-out of all services via email sent by Marketing Cloud.
- C. Allow customers to unsubscribe via email with one click, and opt-in or opt-out of specific communication methods through a hosted preference center.
- D. Use native B2C Commerce registration options during the browse and checkout experience, and extend these features to provide an opt-in or opt-out communication preference center on a secure page within the same storefront UI.
Correct Answer: C,D 🗳️
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A company wants to implement B2C Commerce and Service Cloud, and then connect the systems with its existing instance of Marketing Cloud.
Which two tactics should a Solution Architect recommend to model a customer across all three systems' Choose 2 answers
- A. Send the Marketing Cloud Subscriber Key to Service Cloud and B2C Commerce to be held for reference.
- B. Use Service Cloud as system of record for customer data and consent preferences across all channels.
- C. Migrate the existing Marketing Cloud data into B2C Commerce and set the subscriber key as the Customer ID.
- D. Get in touch with the Marketing Cloud Professional Services to perform a subscriber key migration.
Correct Answer: A,B 🗳️
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