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Earning the Salesforce Certified B2B Solution Architect certification can help professionals advance their careers by demonstrating their expertise in designing and implementing effective B2B solutions using Salesforce technology. Salesforce Certified B2B Solution Architect Exam certification is recognized globally and is highly valued by employers, making it a valuable asset for anyone looking to grow their career in the Salesforce ecosystem.
Salesforce B2B-Solution-Architect certification is a valuable credential that can help professionals advance their careers in the Salesforce ecosystem. Salesforce Certified B2B Solution Architect Exam certification demonstrates that a candidate has a deep understanding of Salesforce technologies and can design and implement solutions for B2B clients. Salesforce Certified B2B Solution Architect Exam certification can help professionals attract higher-paying jobs, get promoted to leadership roles, and stand out in a competitive job market.
NEW QUESTION # 23
Northern Trail Outfitters (NTO) is in the middle of the buildout of Marketing Cloud Account Engagement and Sales Cloud. NTO has multiple business units, and each business unit has different access to lead and contact records. NTO wants to see how marketing data Sharing Rules are working across different business units to ensure that different business units can only see lead or contact records for their business unit.
What should a Solution Architect demo to the Marketing team to show that the different business units are connected correctly?
- A. It's not possible to have sandboxes with Marketing Cloud Account Engagement, and the Solution Architect will need to demo this with a Salesforce Sandbox fixed to a live Marketing Cloud Account Engagement environment.
- B. Create a report in 626 Marketing Analytics to show the different business units and the total leads and contacts in each business unit.
- C. Create a dynamic list m multiple business units with the same rules, and show the total leads and contacts m the list per business unit.
- D. Send test emails from Marketing Cloud Account Engagement to the same Iist of leads and contacts to show each lead or contact receiving emails from the various business units.
Answer: B
NEW QUESTION # 24
Refer to the images below:
As part of its solution to accelerate overall sales. Universal Containers (UC) has chosen to implement a CPQ solution using Salesforce CPQ. As part of the CPQ solution, there is a requirement to retain UC's ERP as the Pricing and Product master.
UC's business process results in Products and Pricing being updated sporadically once a week, and then on a much larger scale on a monthly basis, which could result in a large amount of records that need to be updated in Salesforce.
Which strategy should the Solution Architect choose to handle this scenario?
- A. Option D, utilizing an external ETL tool to batch load the records into Salesforce
- B. Option C, utilizing a VF/Lightning component in combination with an Apex Controller to make a call utilizing the Streaming API
- C. Option A, utilizing a VF/Lightning component in combination with an Apex Controller to make a REST call to the external service
- D. Option 6, utilizing Process Builder and Platform Events to communicate with the external services Subscriber Listener
Answer: A
NEW QUESTION # 25
The business model of Universal Containers (UC) puts a strong emphasis on indirect sales and service processes. UC's customers are primarily distributors, resellers, and service providers who either sell or service products independently, or collaborate with UC on joint opportunities and cases. In the past, collaboration was primarily driven through email but UC wants to bring both service and sales collaboration onto one consolidated platform.
Which solution should a Solution Architect recommend to create better collaboration and visibility for UC employees, resellers, and service partners?
- A. Grant access to resellers and partners by providing Customer Community Plus licenses.
- B. Grant access to resellers and partners by providing Customer Community licenses.
- C. Grant access to resellers and partners by providing Partner Community licenses.
- D. Grant access to resellers and partners by providing Sales Cloud licenses and Service Cloud licenses.
Answer: C
NEW QUESTION # 26
Universal Containers uses the Salesforce Platform to track customer payments and any late payments. This is accomplished with an architecture that includes Marketing Cloud, Service Cloud, and anintegration to the back-office billing system via MuleSoft. Invoices and payments are mastered in the billing system and exposed to Salesforce via MuleSoft. Notifications about customer payments are orchestrated out of Salesforce and emails are sent via Marketing Cloud. The late payment invoice data is required for service representatives to be able to reference within Salesforce.
What should the Solution Architect recommend when determining the role of each system for a use case of sending payment reminders?
- A. Load the payment and invoicing data within Salesforce from the billing system with MuleSoft, and drive payment notifications via Marketing Cloud.
- B. Recommend a trigger from the billing system into Marketing Cloud, which sends customer formatted emails.
- C. Integrate the billing system directly with Marketing Cloud via MuleSoft to trigger based on events from the billing system.
- D. Create cases within Salesforce from the billing system based on payment statues with MuleSoft event orchestration and send payment notifications via Marketing Cloud.
Answer: B
NEW QUESTION # 27
Universal Containers (UC) has a global support model and would like to open up a text message channel to support maintenance supervisors in countries around the world. UC also wants to leverage messaging to market to its business partners, and be able to track open and click-through rates just like it does with email campaigns.
What should a Solution Architect recommend to UC?
- A. Utilize Marketing Cloud and MobileConnect.
- B. Utilize Service Cloud and LiveMessage.
- C. Embed third-party messenger tools.
- D. Utilize Service Cloud Email to Text Message.
Answer: C
NEW QUESTION # 28
A Solution Architect that been hired to consult Ace Computers with its integration solution. Ace Computers has a combination of four on-premise and cloud systems with data that need to be integrated to Salesforce. Ace Computers expects to have large data volumes and wants to minimize impact on end-user operations during business hours.
Which integration solution should the Solution Architect recommend for the company's business needs?
- A. MuleSoft Composer
- B. Platform Events
- C. Salesforce Data Loader
- D. MuleSoft Anypoint Platform
Answer: D
Explanation:
The Solution Architect should recommend MuleSoft Anypoint Platform for Ace Computers' integration solution. MuleSoft Anypoint Platform is a powerful integration platform that can connect to a wide range of systems, including on-premise and cloud systems. It has advanced capabilities for data mapping, transformation, and routing, as well as support for large data volumes and real-time integration. MuleSoft Anypoint Platform also has features for minimizing the impact on end-user operations, such as batch processing and advanced scheduling. Salesforce Data Loader is a tool for importing and exporting data to and from Salesforce and is not suitable for integrating multiple systems. MuleSoft Composer is a lightweight integration solution that is designed for simple integrations and may not be suitable for Ace Computers' complex integration needs. Platform Events are a feature in Salesforce that allow for real-time communication between applications within Salesforce but may not be suitable for Ace Computers' integration needs.
NEW QUESTION # 29
Universal Containers serves customers globally across two businesses. Each business has its own org for managing its sales 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 an ETL tool to synchronize the accounts and opportunities of the other org. Then, use standard reports.
- B. Use CRM Analytics in the primary org and create a Salesforce External Connection. Then, create a dataflow to combine data from both orgs.
- C. Use CRM Analytics in the primary org and then, in the dashboards, use Salesforce Connect to query the data from the other org.
- D. Use one org as primary and create external objects for the accounts and opportunities of the other one. Then, use standard reports.
Answer: B
Explanation:
it allows you to connect to your secondary org using a Salesforce External Connection12, which is a connector that enables you to access data from another Salesforce org without writing any code or using any middleware. You can then use a dataflow to combine data from both orgs and create datasets that can be used for CRM Analytics dashboards3
https://help.salesforce.com/s/articleView?id=sf.sdp_connectors_salesforce_external_settings.htm&language=en_US&type=5
NEW QUESTION # 30
A team at Universal Containers (UC) is currently working on an initial release of Service Cloud. However, UC's management team is very enthusiastic about new features of the platform and wants to go to market with the new Service Cloud solution as soon as possible. The current objective of their initial Service Cloud release is mostly about managing their case workload and case assignment processes. A Solution Architect is called into a management meeting and asked when UC can go live with automated chatbots, Einstein case classification, and CRM Analytics for data insights.
How should a Solution Architect respond to the management team considering their request for these new capabilities'?
- A. Explain the long-term vision and roadmap, and then propose a logical phasing in which the planned minimum viable product (MVP) is the first step on the journey that will eventually include the desired features.
- B. Explain to the management team that these features are still evolving and that it is best to wait a few releases so that they are stable before starting to use them in production.
- C. Agree with the management team to postpone the go-live and increase the scope to include the desired features.
- D. Agree that the new features are crucial to the success of the initiative and swap parts of the current scope for the most innovative feature.
Answer: D
NEW QUESTION # 31
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 has made 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 executive leadership team, applying the journey mapping process to create a vision and align customer journey to business objectives.
- B. 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.
- C. Facilitate a strategy session with the executive leadership team to better understand their individual business units' priorities to achieve the business objectives.
- D. Facilitate a business process mapping workshop with the executive leadership team to better understand the potential process improvements.
Answer: D
NEW QUESTION # 32
AC Computers has decided to extend its existing Sales Cloud solution by implementing Service Cloud and Marketing Cloud Account Engagement. AC Computers has defined two different work streams for Service Cloud and Marketing Cloud Account Engagement and wants each workstream to work iteratively in separate sandboxes and migrate to a single sandbox for UAT and integration testing. With the multiple workstreams, AC Computers needs a more rigorous change management process and an audit process.
Which two options should AC Computers consider to support both implementation workstreams?
Choose 2 answers
- A. Use multiple development sandboxes and merge the workstream builds using change sets.
- B. Use package-based deployments and scratch orgs to merge the workstream builds.
- C. Use scratch orgs and continuous deployment tools to merge the workstream builds.
- D. Use a version control system and CLI-based deployment tools to merge the workstream builds.
Answer: C,D
Explanation:
These answers show how AC Computers can use modern development tools and practices to support multiple workstreams and implement Service Cloud and Marketing Cloud Account Engagement. A version control system can help track changes, manage conflicts, and audit code quality. A CLI-based deployment tool can help automate deployments and run tests across different environments. A scratch org is a source-driven and disposable deployment of Salesforce code and metadata that can be used for development and testing purposes. A continuous deployment tool can help integrate changes from different sources and deploy them automatically to a target environment.
https://help.salesforce.com/s/articleView?id=sf.deploy_connection_parent.htm&language=en_US&type=5
NEW QUESTION # 33
Universal Containers (UC) is implementing a Salesforce B2B multi-cloud project with large volumes of data and daily transactions from multiple third-party systems via multiple integrations. UC is looking at transactions of more than 1 million records a week and, in higher seasons, 10 million records a week. UC has made the decision to get a full copy sandbox to use to test all of its third-party integrations across its multiple clouds. UC has also invested in MuleSoft and the Anypoint Platform as the single enterprise service bus for all of the third-party data going into Salesforce.
Which type of performance testing should a Solution Architect recommend for testing data at scale on this project?
- A. Perform page load testing against production after go live.
- B. Perform unit testing against the full copy sandbox codebase before go live in production.
- C. Perform API load test against the full copy sandbox before go live.
- D. Perform API load test against the partial copy sandbox before go live.
Answer: C
Explanation:
There are different types of performance testing, such as load testing, stress testing, endurance testing, and spike testing. Each type has a different purpose and goal.
the best type of performance testing is API load test against the full copy sandbox before go live. This type of test can help you evaluate how well your integrations handle high volumes of data and transactions from multiple sources. It can also help you validate the functionality and performance of your MuleSoft Anypoint Platform.
To perform an API load test, you need to create a test plan that defines the test scenarios, test data, test tools, and test metrics. You also need to submit a request for performance testing to Salesforce2 and follow their guidelines and best practices.
A full copy sandbox is a good environment for API load test because it has the same data and metadata as your production org3. This can help you simulate realistic conditions and avoid data skew issues.
When dealing with large volumes of data and multiple integrations, it is important to perform load testing to ensure that the system can handle the expected load. An API load test against the full copy sandbox will simulate the expected load and help identify any performance bottlenecks before the system goes live in production. This type of testing should be performed prior to go live to ensure that the system can handle the expected load and provide a good user experience.
NEW QUESTION # 34
Widgets Wonderful, a manufacturing company, wants to provide a better customer experience and enable field service resources to provide a quote to customers while still on site. The company has complex products that come with warranties that include preventative maintenance work. Additionally, certain warranty repair work has specific SLAs associated with it. There are 10 Field Service team members and 20 sales representatives, all of whom need to view Salesforce Field Service objects and be able to create quotes for the customer.
Widgets Wonderful's project owner has some questions regarding the number and types of licenses needed for the users and would like to better understand how warranties will be addressed.
Which two combined options should a Solution Architect suggest?
Choose 2 answers
- A. Purchase 30 CPQ licenses and 10 Salesforce Field Service licenses.
- B. Salesforce Field Service and Service Cloud for Salesforce CPQ will need to be installed and customizations will need to be made to handle Entitlements.
- C. Purchase 30 CPQ licenses and 30 Salesforce Field Service licenses.
- D. Salesforce Field Service, Salesforce CPQ, and Service Cloud for Salesforce CPQ need will need to be installed and customizations will not be needed for Entitlements.
Answer: A,D
Explanation:
CPQ licenses are required for users who need to create quotes for customers, which includes both field service team members and sales representatives. Therefore, 30 CPQ licenses are needed for 10 field service team members and 20 sales representatives. According to 23, Salesforce Field Service licenses are required for users who need to access the dispatcher console or the mobile app, which includes only field service team members. Therefore, 10 Salesforce Field Service licenses are needed for 10 field service team members.
Salesforce CPQ is a software that automates pricing and proposal generation of complex products/services, which matches the company's needs. According to 2, Salesforce Field Service is a software that enables scheduling and optimization of field service resources, which also matches the company's needs. According to 5, Service Cloud for Salesforce CPQ is an add-on that allows users to manage entitlements (warranties) and contracts (SLAs) within Salesforce CPQ without customizations.
https://www.salesforce.com/products/cpq/pricing/
https://www.salesforce.com/editions-pricing/service-cloud/field-service/
NEW QUESTION # 35
Universal Containers uses an ERP as system of record (SOR) for its product data, and Sales Cloud and Revenue Cloud for its sales dat a. The Product data must be synced with Salesforce so that sales representatives can add the products to their Opportunities and Quotes. As Products are deactivated within the ERP, they should no longer be available. Since Sales Cloud is the SOR for Opportunities and Revenue Cloud is the SOR for Quotes, the Solution Architect has been asked to come up with an archiving strategy that preserves Opportunity and Quote data related to these deactivated products m Salesforce for historical reference.
What should a Solution Architect recommend to manage the deactivation of the Products and archiving of the Saks data?
- A. Delete the Product in Salesforce once it is deactivated in the ERP. Archive the Opportunity and Quote data m a third-party system and bring back into Salesforce as External Objects.
- B. Deactivate the Product m Salesforce once it is deactivated m the ERP. Archive the Opportunity and Quote data in a third-party system and bring back into Salesforce as External Objects.
- C. Deactivate the Product in Salesforce once it is deactivated m the ERP. Mark the Opportunity and Quote data in Salesforce as inactive so they do not show up in reporting.
- D. Remove the Product from active Opportunities and Quotes. Archive the Opportunity and Quote data in a third-parry system and bring back into Salesforce as External Objects.
Answer: B
NEW QUESTION # 36
Universal Containers (UC) sells automotive spare parts through a large network of partner retail outlets. UC's business model relies on partners (retail outlets) reaching out to UC to get access to its product catalog, selecting the product(s) they require, and then making bulk purchases. The partners occasionally reach out to UC sales representatives for advice or clarifications regarding particular SKUs on an opportunity on which they are co-sellers.
UC wants to offer discounts to partners who make large purchases. Further, UC wants to provide its partners with reports detailing their sales, including reports that summarize sales by partner, to help UC classify its partners accordingly.
Which solution should a Solution Architect recommend to meet UC's requirements?
- A. Sales Cloud, Service Cloud, and Partner Relationship Management
- B. Sales Cloud, Partner Relationship Management, and Einstein
- C. Sales Cloud, B2B Commerce, and Customer Community
- D. Sales Cloud, B2B Commerce, and Partner Relationship Management
Answer: A
NEW QUESTION # 37
Universal Containers (UC) has gone through the design phase of its large initiative involving multiple Salesforce clouds and is about to go into the build phase. The CIO would prefer to create an internal Center of Excellence (CoE) to implement the solution versus make a third-party organisation responsible for the entire build given that they have the talent internally to support the initiative.
Which two recommendations should a Solution Architect make toward creating a CoC?
Choose 2 answers
- A. Documentation around the solution will not be a concern.
- B. It will be much more cost effective to create a CoE.
- C. Knowledge of the solution will stay within the organization.
- D. All development decisions will be made by internal resources.
Answer: A,D
NEW QUESTION # 38
GG3 has gone live with a B2B multi-cloud solution and plans to add more functionality over time. The company has a team of system administrators who each focus on a specific cloud and area of functionality. GG3 has decided to use an Org-Based deployment approach. It wants to protect the investment made and set the team up for success in the future.
What should a Solution Architect recommend as a best practice to put checks in place for decisions on changes moving forward?
- A. Engage a third-party company to manage all governance and represent as the Steering Committee.
- B. Budget for a Governance and Monitoring structure that includes a communications plan and project methodology for the following year.
- C. Engage Salesforce services to manage all governance and represent as the Steering Committee.
- D. Set up a Governance and Monitoring structure that includes a Steering Committee, a Center of Excellence, and a Data governance council.
Answer: D
NEW QUESTION # 39
Universal Containers (UC) delivers packaging solutions to its customers based on volume schedule, which is part of a contract that UC is closing. Customers place orders against these contracts, and the orders are maintained in an ERP system outside of Salesforce.
Employees of UC want to track invoicing payment status on a monthly basis so that they can identify early when customer orders fall short of the contractual target.
Which two solution components should a Solution Architect recommend to meet this requirement?
Choose 2 answers
- A. Orders and Order Products from Sales Cloud and a MuleSoft integration with the ERP
- B. Product and Revenue Schedules from Sales Cloud
- C. Invoicing payment status sync between Salesforce Billing and ERP
- D. Opportunities and Opportunity Products from Sales Cloud
Answer: B,D
NEW QUESTION # 40
During a B2B multi-cloud implementation, an executive sponsor from Universal Containers (UC) approaches the Solution Architect to discuss ongoing support and new functionality that will be rolled out to support UC. The current implementation supports Experience Cloud, Service Cloud, and Sales Cloud.
Which three recommendations should a Solution Architect make to ensure features are enabled without impacting user efficiency?
Choose 3 answers
- A. Give users a way to raise support tickets for new features they do not understand.
- B. Fully document all customizations added to the system.
- C. Give users the ability to opt-out of any new feature they dislike.
- D. Communicate and train users on new features.
- E. Ensure development, training, and production environments are in place.
Answer: A,D,E
NEW QUESTION # 41
Northern Trail Outfitters (NTO) is currently using Salesforce CPQ and would like to implement B2B Commerce Classes. NTO uses a Partner Community to allow partners to build complex bundles to provide detailed quotes to clients. NTO also wants to ensure that it does not have to maintain two databases of products.
Which two considerations should a Solution Architect keep in mind about the CPQ B28 Commerce Connector when synchronizing Product and Price data?
Choose 2 answers
- A. Discount schedules from CPQ will sync to discounts and promotions m B2B Commerce Classic
- B. The connector lets you sync simple products with a flat price.
- C. The connector is a two-way sync for product and pricing logic.
- D. The connector does not support syncing complex CPQ bundles.
Answer: B,D
Explanation:
https://help.salesforce.com/s/articleView?id=sf.icx_b2b_cart_to_quote_connector.htm&language=en_US&type=5 According to 1, the connector lets you sync simple products with a flat price between CPQ and B2B Commerce. However, it does not support syncing complex CPQ bundles, such as nested bundles or option constraints. You need to use custom code or a third-party solution to sync complex bundles.
NEW QUESTION # 42
P&C Hardware is a large manufacturer of computer components and already has an extensive Salesforce technology stack including MuleSoft, Sales Cloud, Service Cloud, and Field Service, as well as Shield capabilities. P&C Hardware is in the process of launching an online store based on Salesforce technology that's supposed to go live in 6 weeks. P&C Hardware needs to analyze performance to identify bottlenecks and optimize the configuration using its agile process with weekly releases. So far, P&C Hardware has covered similar requirements for other technologies using a third-party monitoring and alerting tool it deployed in the cloud.
What are two viable options a Solution Architect should explore in more detail with the client?
Choose 2 answers
- A. Leverage the B2B Commerce built-in performance monitoring dashboard to analyze performance in near real time.
- B. Leverage Shield Event Monitoring in conjunction with the Salesforce Debug Logs, and establish a regular review process for the Operations and Administration team.
- C. Leverage Shield Event Monitoring in combination with the CRM Analytics Event Monitoring app as a simple out-of-the-box solution.
- D. Leverage Shield Event Monitoring and MuleSoft to provide monitoring data to the third-party monitoring and alerting solution that's already in place at P&C Hardware.
Answer: C,D
Explanation:
Leverage Shield Event Monitoring and MuleSoft to provide monitoring data to the third-party monitoring and alerting solution that's already in place at P&C Hardware2. This option can help P&C Hardware leverage their existing investment and expertise in their cloud-based monitoring tool, while integrating it with Shield Event Monitoring and MuleSoft to capture and analyze performance data from their Salesforce technology stack.
Leverage Shield Event Monitoring in combination with the CRM Analytics Event Monitoring app as a simple out-of-the-box solution3. This option can help P&C Hardware quickly set up a performance monitoring dashboard using pre-built reports and dashboards from the CRM Analytics Event Monitoring app, which can be installed from AppExchange. This app can provide insights into user activity, adoption, performance issues, security risks, and more.
https://trailhead.salesforce.com/credentials/architectoverview
NEW QUESTION # 43
During a go-live planning session, the business sponsor expressed some concerns related to achieving high adoption of the solution.
Which two recommendations should a Solution Architect provide that can achieve higher adoption rates for a Salesforce multi-cloud implementation?
Choose 2 answers
- A. Create recurring office hours for end users to call in to speak directly with the Solution Architect.
- B. Create a feedback loop to give end users the ability to share ideas on how to improve the solution and report bugs.
- C. Suggest that the executive team tie performance metrics to Salesforce usage.
- D. Suggest continuous training methods such as Trailhead, in-app guidance, or embedded videos so end users feel supported using the solution.
Answer: B,D
Explanation:
creating a feedback loop is one of the best practices for increasing Salesforce adoption, as it allows end users to voice their opinions, suggestions, and issues, and makes them feel valued and heard. A feedback loop can also help identify areas of improvement and fix bugs in the solution.
providing continuous training methods is another best practice for increasing Salesforce adoption, as it helps end users learn new features, functionalities, and best practices of using the solution. Continuous training methods can also reduce frustration and confusion among end users and increase their confidence and satisfaction.
https://www.salesforceben.com/salesforce-adoption/
https://admin.salesforce.com/blog/2021/tips-to-increase-mfa-adoption-in-a-multi-cloud-environment
NEW QUESTION # 44
Universal Containers (UC) needs to provide a portal for its customers to order spare parts for the equipment that has been sold to them. Spare parts orders are fulfilled in uC's ERP system and need to be integrated with the solution. Order status would need to be reflected in the solution. Additionally, m the future, UC wants this order integration scaled to additional applications. UC also needs customers to be able to schedule appointments for service for their equipment.
Which products should a Solution Architect recommend implementing to meet these requirements?
- A. B2B Commerce, Service Cloud, Experience Cloud, and Salesforce Connect
- B. B2B Commerce, Salesforce Field Serv.ee, Experience Cloud, and Sales Cloud
- C. B2B Commerce. Salesforce Field Service, Experience Cloud, and Meroku
- D. B2B Commerce. Salesforce Field Service, Experience Cloud, and MuleSoft
Answer: D
Explanation:
B2B Commerce is a solution that allows you to create ecommerce websites for your business customers1.
Salesforce Field Service is a solution that allows you to manage your field service operations, such as scheduling appointments, dispatching technicians, and tracking assets2.
Experience Cloud is a solution that allows you to create digital experiences for your customers, partners, and employees using templates and components2.
MuleSoft is a solution that allows you to integrate data from different systems using APIs34.
NEW QUESTION # 45
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 has made 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 executive leadership 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. 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.
- D. Facilitate a strategy session with the executive leadership team to better understand their individual business units' priorities to achieve the business objectives.
Answer: A
Explanation:
journey mapping is a process that helps understand and improve the customer experience across different touchpoints and channels. Journey mapping can help formulate the high-level business vision and desired business outcomes by:
Identifying the customer segments, personas, needs, goals, and pain points Mapping out the current state of the customer journey across different stages and channels Analyzing the gaps, opportunities, and risks in the current state Envisioning the future state of the customer journey that meets or exceeds customer expectations Aligning the future state with the business objectives, value proposition, and success metrics Prioritizing and planning the initiatives and solutions that will enable the future state
https://trailhead.salesforce.com/credentials/architectoverview
NEW QUESTION # 46
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