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Salesforce Arch-301 Exam Syllabus Topics:

Salesforce Certified B2B Solution Architect Sample Questions:

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

2. Universal Containers is at the start of a digital transformation program. Members of the executive leadership team have provided a list of internal and external stakeholders who are dedicated to formulating the vision and desired business outcomes in a 2-day workshop. The executive leadership team hasmade the request to understand what the customer experience will look like out of this workshop.
What should a Solution Architect do to help formulate the high-level business vision and desired business outcomes?

A) Facilitate a workshop with the executiveleadership team, applying the journey mapping process to create a vision and align customer journey to business objectives.
B) Facilitate a business process mapping workshop with the executive leadership team to better understand the potential process improvements.
C) Facilitate a strategy session with the executive leadership team to better understand their individual business units' priorities to achieve the business objectives.
D) Ask to follow the Customer Service team for a day to gain a better understanding of how they work and identify their pain points to formulate this vision.

3. 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 utilize Knowledge within it to deflect customer issues before a case is created.
C) 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.
D) Demo how a human being can have a real conversation with an Einstein Al-driven chatbot.

4. Universal Containers serves customers globally across two businesses. Each business has its own org for managing itssales and support operations. Each line of business also maintains its own reporting systems using both CRM Analytics and Salesforce reports, but the CEO is asking for a unique dashboard that includes the global opportunity pipeline with data from both orgs.
What should a Solution Architect propose?

A) Use one org as primary and create external objects for the accounts and opportunities of the other one.
Then, use standard reports.
B) Use one org as primary and an ETL tool to synchronize the accounts and opportunities of the other org.
Then, use standard reports.
C) Use CRM Analytics in the primary org and create a Salesforce External Connection. Then, create a dataflow to combine data from both orgs.
D) Use CRM Analytics in the primary org and then, in thedashboards, use Salesforce Connect to query the data from the other org.

5. Universal Containers (UC) is about to embark on a digital transformation initiative to make all of its back- office systems data visible to employees, customers. And partners via front-office capabilities like Salesforce.
The CIO has asked the team to identify their various systems, both back- and front-office, and correctly identify the proper use of those systems. The team plans to utilise the Systems of Engagement framework to classify their systems based on how they will be utilized within the enterprise architecture.
Salesforce is being utilued as the master for all sales data-like Opportunities, Quotes, and Cart data-and an ERP is the master for all invoice, order, and payment data.
How should the Solution Architect segment opportunities and order data in Salesforce*

A) SOR for Opportunities and SOR for Orders
B) SOR for Opportunities and System of Intelligence for Orders
C) System of record (SOP.) for Opportunities and System of Engagement for Orders
D) System of Engagement for Opportunities and SOR for Orders

Solutions: