Northern Trail Outfitters (NTO) is releasing a new “Track-My-Hike" feature to their mobile app that allows users to track their hiking paths and distance as well as send emergency alerts in case they do not respond for a specific period.
This data is stored and visible from both the mobile app and on their profile in the web store. They expect up to 10,000 users to use this feature per month, with data points being tracked every minute over the average hiking period of 8 hours.
Which solution is appropriate for hosting this kind of data?
A. Custom solution using Heroku and Postgres
B. B2C Commerce solution using Custom Objects
C. Service Cloud solution using Big Objects
D. Service Cloud solution using Platform Events
Explanation:
Northern Trail Outfitters (NTO) is launching a new mobile app feature that tracks and stores high-frequency, real-time data points from users' hikes. The data needs to be accessible from both the mobile app and the web store. Given the volume of data—approximately 4.8 million data points per month (10,000 users * 8 hours * 60 minutes)—the Solution Architect must choose a highly scalable and performant data storage solution that can handle this large volume of time-series data efficiently and at a reasonable cost.
Correct Option:
The correct option is A. Custom solution using Heroku and Postgres.
A custom solution on Heroku with a Postgres database is the most appropriate choice for this high-volume, high-frequency data. Heroku is a platform-as-a-service (PaaS) that offers flexible scaling, while Postgres is a powerful, relational database that can handle large datasets and time-series data effectively with appropriate indexing. This combination provides the scalability, performance, and control needed to manage millions of data points per month. It also allows for custom logic to process and aggregate the data before displaying it on the web store, which is not feasible with the other options.
Incorrect Options:
B. B2C Commerce solution using Custom Objects.
B2C Commerce's Custom Objects are designed for lower-volume, non-transactional data that is directly related to storefront functionality. They are not built to handle the millions of data points generated by this tracking feature. Using B2C Commerce for this purpose would lead to severe performance degradation and would violate data usage limits, as it is not meant to be a high-volume data store.
C. Service Cloud solution using Big Objects.
While Big Objects in Service Cloud are designed for storing and managing large volumes of data, they are not intended for high-frequency, real-time data ingestion. Big Objects are primarily for historical or archival data and lack the performance needed for live tracking where data is being written and read every minute. The cost and performance profile of Big Objects are not suited for this specific use case.
D. Service Cloud solution using Platform Events.
Platform Events are a powerful feature for event-driven architecture and publishing real-time events. However, they are not a persistent data store. The events are meant to be consumed by a subscriber (e.g., a Heroku application) and processed in real-time. Platform Events would be used as a transport layer to send the data, not as the storage solution itself. The data still needs to be saved to a database, like Heroku Postgres, after being received from the event bus.
References:
Heroku for Salesforce Developers
Create Custom Business Objects
Salesforce Big Objects
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 arebased 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
A. Service 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.
B. Tier levels must be calculated and attributed to customers inMarketing 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.
C. Case 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.
D. Tier 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.
Explanation:
(✅) Correct Option: C - Case routing can be configured by configuring Service Cloud's omni-channel routing feature...
Service Cloud Omni-Channel is the native, declarative tool designed specifically for this purpose. It can intelligently route work items (like Cases) to the most appropriate available support agent based on predefined rules. The customer's tier level is a standard attribute that can be used within these routing configurations to ensure cases are sent to the correct dedicated team.
(✅) Correct Option: D - Tier levels must be calculated regularly and attributed to Contact records in Service Cloud...
For Omni-Channel to route based on tier level, that data must be a field on the Contact record in Service Cloud. This requires a process to calculate the tier (based on spend data from B2C Commerce) and regularly synchronize it to the corresponding Contact. This makes the data available for routing rules and other service processes.
(❌) Incorrect Option: A - Service Cloud can be extended with customer flows and Lightning Web Components...
While technically possible, this suggests a custom-coded solution. The requirement can be met entirely through configuration using standard, powerful features like Omni-Channel routing. Building a custom "support process" is unnecessary, more complex to maintain, and ignores the best-practice tool designed for this exact use case.
(❌) Incorrect Option: B - Tier levels must be calculated and attributed to customers in Marketing Cloud...
This misplaces the system of record. Marketing Cloud is an engagement tool, not a master data management system. The calculation and storage of a transactional attribute like customer tier should occur in a system that owns the customer record (Service Cloud) or the transaction data (B2C Commerce), not in a marketing execution platform.
(➡️) Summary:
To enable tier-based case routing, the customer's tier must be stored on their Contact record in Service Cloud (D). Once the data is present, Service Cloud's out-of-the-box Omni-Channel feature must be configured to use this field in its routing rules to assign cases to the correct support queues based on agent availability and tier (C).
An insurance company needs the ability to relate contacts to their workplace to track which services are paid by the employee benefits. Contacts receive emails to notify them of new policy offerings. Agents also need to relate adults in the same household who share access to financial resources and policy information to sign them up for the right policies. Adjusters need the ability to see and respond to claims from anyone in the household. Independent agents need daily access to customer data as well. Customers also need periodic access to claims and policy information for their household. The company also wants to track what data searches are performed by agents and adjusters on the platform to analyze their work. Which products should a Solution Architect recommend in addition to Insurance for Financial Services and Experience Cloud to meet these needs?
A. Shield and Event Monitoring Analytics App, Pardot
B. Digital Engagement, Shield with Splunk, Social Engagement Studio
C. REST API Event Monitoring and Tableau CRM, Marketing Engagement Studio
D. Salesforce Field Service, Shield Encryption at rest. Digital Engagement
Explanation:
(✔) Correct Option: A - Shield and Event Monitoring Analytics App, Pardot
Shield provides critical security and compliance features like encryption at rest and event monitoring, which is necessary for tracking data access and searches by agents/adjusters. The Event Monitoring Analytics App is the specific tool that analyzes these event log files to track search activity. Pardot (now Account Engagement) is the B2B marketing automation product needed for targeted email notifications about new policy offerings to contacts.
(✗) Incorrect Option: B - Digital Engagement, Shield with Splunk, Social Engagement Studio
Digital Engagement (for in-app messaging) and Social Engagement Studio are misaligned with the email notification requirement. While Shield is correct, using Splunk implies a complex, external integration for event analysis instead of the native Salesforce solution (Event Monitoring Analytics App). This stack does not include a dedicated marketing automation tool for email.
(✗) Incorrect Option: C - REST API Event Monitoring and Tableau CRM, Marketing Engagement Studio
Using the REST API for Event Monitoring is a manual, developer-heavy approach compared to using the pre-built Analytics App. While Tableau CRM (now CRM Analytics) is powerful, it is overkill for simply tracking searches when a purpose-built app exists. "Marketing Engagement Studio" is not a real Salesforce product name, creating confusion.
(✗) Incorrect Option: D - Salesforce Field Service, Shield Encryption at rest. Digital Engagement
Salesforce Field Service is for managing mobile workforces (e.g., scheduling dispatches), which is unrelated to the described insurance sales and claims process. While Shield is relevant, this option completely lacks a solution for the key requirement of sending marketing emails (Pardot) and for analyzing user search behavior (Event Monitoring Analytics App).
Summary:
The solution requires three key components:
1) A marketing automation tool (Pardot) for email communications.
2) A security and compliance platform (Shield) for encryption and event data capture.
3) An analytics tool (Event Monitoring Analytics App) to analyze the captured event data and track what searches agents and adjusters perform.
Reference:
Salesforce Shield
Event Monitoring Analytics App
B2B Marketing Automation
A university has several small departmental organizations scattered across different colleges. Each of which has its own finances, business processes, and strategies that are sometimes at odds. They would like to introduce a university-wide communications strategy that allows their recruitment team to market to potential students globally while allowing each department to recruit existing students for its own programs.
What should a Solution Architect recommend to meet their needs?
A. Marketing Cloud with multiple business units, Marketing Cloud Connect, and multiple existing Salesforce orgs
B. Marketing Cloud with multiple business units and a single Salesforce org with Divisions for consolidating existing departmental orgs
C. Marketing Cloud with Enterprise Communication Strategy, Marketing Cloud Connect, and multiple existing Salesforce orgs
D. Marketing Cloud with Enterprise Communication Strategy and a single Salesforce org with Connected Campus for consolidating existing departmental orgs
Explanation:
🟢 Correct Option: D - Marketing Cloud with Enterprise Communication Strategy and a single Salesforce org with Connected Campus for consolidating existing departmental orgs
This is the most cohesive and strategic solution. The Enterprise Communication Strategy provides a framework for centralized governance and brand consistency across the university's global recruitment, while allowing departmental flexibility. Connected Campus is an Education Cloud feature designed to consolidate multiple departmental units into a single org, maintaining their autonomy (e.g., separate finances, processes) under a unified IT strategy, resolving the "orgs at odds" problem.
🔴 Incorrect Option: A - Marketing Cloud with multiple business units, Marketing Cloud Connect, and multiple existing Salesforce orgs
This perpetuates the core problem of departmental silos and conflicting strategies by keeping "multiple existing Salesforce orgs." It adds complexity without solving the underlying governance and data fragmentation issues. Marketing Cloud Connect would need to integrate with multiple orgs, creating a messy and inefficient architecture.
🔴 Incorrect Option: B - Marketing Cloud with multiple business units and a single Salesforce org with Divisions for consolidating existing departmental orgs
While moving to a single org is a step forward, using Divisions is incorrect. Divisions are a Salesforce object used to segment and report on data within a single business operation, not to provide structural autonomy for independent departments with separate finances and processes. Connected Campus is the correct architectural tool for this in higher education.
🔴 Incorrect Option: C - Marketing Cloud with Enterprise Communication Strategy, Marketing Cloud Connect, and multiple existing Salesforce orgs
Similar to option A, this recommends keeping the disparate orgs, which directly conflicts with the need to resolve inter-departmental strife and create a unified strategy. The Enterprise Communication Strategy is a good component, but it cannot be effectively executed without first consolidating the underlying data and operational platform.
Summary:
The university needs to consolidate its fragmented systems into a single source of truth (a single Salesforce org using the Connected Campus data model) to manage departmental autonomy without conflict. On this foundation, an Enterprise Communication Strategy within Marketing Cloud enables unified global recruitment while allowing departments to execute their own targeted campaigns within the governed framework.
Reference:
Connected Campus Data Architecture
Marketing Cloud Business Units
Universal Containers (UC) is in the process of implementing a B2C Commerce site for their storefront, and Experience Cloud for their support and help desk. UC wants to ensure that there is a single login and data experience between the two sites while also being relatively seamless.
Given the need for a single login experience, what should the primary system before all authentication?
A. Salesforce Identity
B. B2C Commerce
C. Service Cloud
D. Experience Cloud
Explanation:
Universal Containers is implementing B2C Commerce and Experience Cloud for their storefront and support portal. They need a single login experience to ensure seamless customer access across both platforms. The Solution Architect must recommend a primary authentication system that integrates both sites, maintains security, and provides a unified data experience. The solution should be scalable, align with Salesforce best practices, and simplify the customer’s login process across the storefront and help desk.
🔐 Correct Option:
Option A: Salesforce Identity:
Salesforce Identity provides a centralized authentication system for single sign-on (SSO) across B2C Commerce and Experience Cloud. It ensures customers use one login for both platforms, creating a seamless experience. For example, a customer logging into the storefront can access the help desk without re-authenticating. This scalable, secure solution aligns with Salesforce best practices, unifying user data and simplifying access management across multiple Salesforce clouds.
🔐 Incorrect Option:
Option B: B2C Commerce:
B2C Commerce manages storefront authentication but isn’t designed to be the primary system for cross-platform SSO. It lacks the robust identity management capabilities needed to unify logins with Experience Cloud. Using B2C Commerce as the primary system would require complex custom integrations, making it less efficient and secure compared to Salesforce Identity, which is built for seamless, centralized authentication across Salesforce platforms.
Option C: Service Cloud:
Service Cloud is designed for customer service, not centralized authentication. It doesn’t natively support SSO across B2C Commerce and Experience Cloud. Using Service Cloud for authentication would require significant custom development, leading to inefficiencies and potential security gaps. Salesforce Identity is the better choice, as it’s purpose-built for unified login experiences, ensuring seamless and secure access across both platforms.
Option D: Experience Cloud:
Experience Cloud supports user authentication for community portals but isn’t optimized as the primary system for SSO across B2C Commerce and other Salesforce clouds. It lacks the comprehensive identity management capabilities of Salesforce Identity. Relying on Experience Cloud for authentication would complicate integration with B2C Commerce, making it less seamless and scalable compared to using Salesforce Identity for a unified, secure login experience.
🔐 Reference:
Salesforce Help: “Salesforce Identity Overview”
Salesforce Commerce Cloud Help: “B2C Commerce Authentication”
A B2C Commerce merchant has multiple live sites across different brands and geographies all supported by Service Cloud and Marketing Cloud. Unfortunately, the merchant is having customer service challenges caused by fragmented views of the customer. Customers occasionally use alternate email addresses, make purchases as guests, and contact customer service anonymously. The Success Manager believes that Customer 360 Data Manager could help them solve their problem.
How should a Solution Architect describe the role of Customer 360 Data Manager in this context?
A. Customer 360 Data Manager can be used torecognize customers as humans and extend existing records related to that human across connected systems with a consistent Global Party ID.
B. Customer 360 Data Manager can be used to identify multiple records within each separate system representing the same person and assigning them a consistent Global Party ID; additional custom development is then required to relate those IDs between systems.
C. Customer 360 Data Manager cannot be used across multiple brands within a single merchant environment because the customer as human view cannot support different accounts under separate brands.
D. When Customer 360 Data Manager is provisioned, B2C Commerce, Service Cloud, and Marketing Cloud will automatically use a common core Customer Profile managed by Customer360 Data Manager.
Explanation:
A B2C Commerce merchant faces customer service issues due to fragmented customer data across multiple brands, with customers using alternate emails or shopping anonymously. The Solution Architect must explain how Customer 360 Data Manager resolves this by unifying customer profiles across B2C Commerce, Service Cloud, and Marketing Cloud. The solution should create a single customer view, improve service efficiency, and align with Salesforce’s capabilities for handling complex, multi-brand environments.
🧑💼 Correct Option:
Option A: Customer 360 Data Manager can be used to recognize customers as humans and extend existing records related to that human across connected systems with a consistent Global Party ID:
Customer 360 Data Manager unifies customer records across B2C Commerce, Service Cloud, and Marketing Cloud using a Global Party ID. It recognizes customers as individuals, even with alternate emails or guest purchases, linking their data across systems. For example, a customer’s purchase history and service cases are connected, improving service. This native Salesforce solution ensures a consistent, scalable customer view without requiring custom development, addressing the merchant’s fragmented data challenges.
🧑💼 Incorrect Option:
Option B: Customer 360 Data Manager can be used to identify multiple records within each separate system representing the same person and assigning them a consistent Global Party ID; additional custom development is then required to relate those IDs between systems:
Customer 360 Data Manager doesn’t require additional custom development to relate IDs across systems. It natively links records using the Global Party ID, unifying customer data across B2C Commerce, Service Cloud, and Marketing Cloud. This option incorrectly suggests extra development, which undermines the tool’s purpose of providing a seamless, out-of-the-box solution for creating a single customer view, making it less accurate for this scenario.
Option C: Customer 360 Data Manager cannot be used across multiple brands within a single merchant environment because the customer as human view cannot support different accounts under separate brands:
This is incorrect, as Customer 360 Data Manager supports multiple brands by unifying customer data across systems, regardless of brand or geography. It uses the Global Party ID to link records, enabling a single customer view even for customers with accounts under different brands. This capability directly addresses the merchant’s issue of fragmented data, making this option inaccurate and misaligned with the tool’s functionality.
Option D: When Customer 360 Data Manager is provisioned, B2C Commerce, Service Cloud, and Marketing Cloud will automatically use a common core Customer Profile managed by Customer 360 Data Manager:
Customer 360 Data Manager doesn’t automatically enforce a common core Customer Profile across all systems. It unifies records using a Global Party ID, but configuration is required to map and integrate data. This option overstates the automation, as implementation involves setup to ensure accurate data linking. It’s less precise than Option A, which correctly describes the tool’s role in extending records across systems.
🧑💼 Reference:
Salesforce Help: “Customer 360 Data Manager”
Salesforce Help: “Global Party ID Overview”
A company uses B2C Commerce to capture customer orders and then uses an ETL tool to send the orders to an ERP system for processing. The company also uses Service Cloud and would like to display the processed orders in that system as well, in case their service reps need to refer to an order. However, the order data itself does not need to be copied. Which tool can a Solution Architect use to meet this requirement?
A. RemoteProcess Invocation
B. Salesforce Connect
C. Streaming API
D. Batch Data Synchronization
Explanation:
✅ Summary:
This scenario is about displaying ERP-processed order data inside Service Cloud without storing or duplicating it. The company wants Service reps to view orders but does not want to synchronize or copy all order data into Salesforce. The best approach is to use an integration tool that enables external data to be displayed inside Salesforce in real time.
🟢 Correct Option B:
Salesforce Connect allows Service Cloud users to view external data (like ERP orders) in real time without copying it into Salesforce. It uses external objects that act as a bridge to the ERP system. This is ideal when visibility is required but not full data storage.
🔴 Incorrect Option A:
Remote Process Invocation is used to trigger processes or send data between Salesforce and external systems, but it is not designed for displaying external data directly inside Salesforce without replication.
🔴 Incorrect Option C:
Streaming API is designed for pushing real-time notifications into Salesforce, such as data change events. It is not suited for integrating and displaying external ERP data in Service Cloud without storage.
🔴 Incorrect Option D:
Batch Data Synchronization copies data into Salesforce on a schedule. This contradicts the requirement since the company specifically does not want to duplicate order data into Service Cloud.
📖 Reference:
Salesforce Help: Salesforce Connect Overview
A company wants to use the Salesforce Platform for their needs. They need a marketing solution, an online ordering platform, and a b solution for service agents, The goal of the company is to provide end-to-end support for their customers.
What is an example of a deliverable that the Solution Architect should provide to make sure the company understands the solution that is needed?
A. Technical Design Specification showing the data mapping/model and systems integration
B. Final design document for storefront pages and service agent experience
C. Email templates and copy for suggested marketing emails
D. Organizationchart of the company completed by the Solution Architect
Explanation:
This question is about what type of deliverable a Solution Architect provides to help stakeholders understand the full solution. The goal is end-to-end customer support across marketing, commerce, and service. Therefore, the deliverable should show system architecture, integrations, and data flow, rather than superficial artifacts like templates or org charts.
🟢 Correct Option A:
A Technical Design Specification with data mapping and systems integration is the correct deliverable. It shows how Marketing Cloud, B2C Commerce, and Service Cloud will connect and share customer data. This helps the company understand how the solution works end-to-end.
🔴 Incorrect Option B:
A final design document for storefront and service experience focuses only on front-end experience. It does not cover integration or technical requirements, so it would not fully explain the needed solution.
🔴 Incorrect Option C:
Email templates are marketing assets, not architectural deliverables. They do not show how the systems connect and cannot explain the full scope of the solution.
🔴 Incorrect Option D:
An organization chart of the company is irrelevant to system architecture. It shows people and roles, not how marketing, commerce, and service systems work together.
📖 Reference:
Salesforce Architect: Solution Architecture
A company wants to Implement B2C Commerce and Service Cloud and connect the systems with their 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. Migrate the Subscriber Key in Marketing Cloud to be the Service Cloud Contact or Person Account ID.
B. Use Customer 360 Data Manager to assign the Global Party ID and use it as a primary key across all systems including the new Subscriber ID in Marketing Cloud.
C. Using Service Cloud as a central point hold unique identifiers from all systems including the Service Cloud Contact or Person Account ID and B2C Commerce CustomerNoand Customer ID
D. Send the Marketing Cloud Subscriber Key to Service Cloud and B2C Commerce to be held for reference.
Explanation:
A. Migrate the Subscriber Key in Marketing Cloud to be the Service Cloud Contact or Person Account ID.
Why it is correct: In a multi-cloud architecture involving Service Cloud and Marketing Cloud, the Marketing Cloud Connect (MCC) connector relies on the Salesforce 18-digit ID (Contact or Lead ID) to serve as the Subscriber Key. This creates a seamless 1:1 relationship between the two systems, allowing for automated cross-cloud tracking, synchronization of opt-outs, and triggered sends. Migrating existing subscribers to use the Service Cloud ID ensures that the "System of Record" for the customer profile is centered in the core Salesforce platform.
C. Using Service Cloud as a central point to hold unique identifiers from all systems including the Service Cloud Contact or Person Account ID and B2C Commerce CustomerNo and Customer ID.
Why it is correct: In the standard B2C Solution Architecture, Service Cloud acts as the "Customer Master" or "System of Record" for the unified profile. To maintain "Identity Stitching," Service Cloud must store the foreign keys of other systems. By holding the B2C Commerce CustomerNo (the human-readable ID) and Customer ID (the system UUID), Service Cloud can successfully link cases, orders, and profiles back to the specific commerce storefront user.
Detailed Analysis of Incorrect Answers
B. Use Customer 360 Data Manager to assign the Global Party ID and use it as a primary key across all systems...
Why it is incorrect: While Customer 360 Data Manager (now largely superseded by Data Cloud features) generates a Global Party ID (GPID) to link records, it is not recommended to use the GPID as the primary key or Subscriber ID in Marketing Cloud. The Subscriber Key should remain the 18-digit Contact/Lead ID to maintain the native functionality of Marketing Cloud Connect. The GPID is used for matching and mapping, not as the underlying database primary key for transactional routing.
D. Send the Marketing Cloud Subscriber Key to Service Cloud and B2C Commerce to be held for reference.
Why it is incorrect: This is the reverse of the best practice. You do not send a Marketing Cloud-generated key to Service Cloud; instead, you push the Service Cloud ID (Contact ID) into Marketing Cloud to become the Subscriber Key. Service Cloud should be the "upstream" provider of the identity, not the "downstream" recipient of a marketing-specific ID.
References
Salesforce B2C Solution Kit: Explore B2C Solution Kits (Specifically "View Order History" and "Transactional Email" kits which detail identity requirements).
Salesforce Trailhead: Multi-Cloud Email Marketing Strategy - Explains why the Salesforce 18-digit ID is the required Subscriber Key for MCC.
Architect Decision Guide: Data Management in B2C Architectures - Outlines the role of Service Cloud as the System of Record for customer profiles.
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. Archive resolved cases and related data into Heroku and display them back in Service Cloud using Salesforce Connect.
B. 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.
C. 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.
D. 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.
Explanation:
Why A is the best fit
With 10M customers, 10–50 cases per customer per year, and 5-year retention, you’re in hundreds of millions to potentially billions of Case-related records (plus comments and attachments). Keeping all of that in standard Service Cloud objects will eventually create serious data storage, performance, and operational scaling challenges.
Option A is the classic Salesforce LDV pattern:
Work in Service Cloud for “active” cases (full platform features, console, automation, reporting).
Archive closed/old cases + related records outside Salesforce (e.g., Heroku Postgres).
Surface archived records back in Service Cloud via Salesforce Connect / Heroku External Objects so agents can still view history when needed—without forcing Salesforce to store/query everything as native records. This “data remains external but viewable in Salesforce” model is exactly what Salesforce Connect + Heroku External Objects supports.
Salesforce also explicitly positions Heroku Connect as a data archiving tactic/pattern.
This approach also aligns with the constraint: no MuleSoft / middleware—Salesforce Connect is configuration-based integration for external data access.
Why the other options are not recommended
B. Big Objects archiving
Big Objects are intended for massive-scale storage, but they come with important functional limitations compared to standard objects (query/relationship limitations, and they don’t behave like normal CRM objects in the UI/automation ecosystem).
The option also implies archiving “cases and related data” (including items like attachments) into Big Objects, which is not a practical fit for a complete Service-case history experience for agents.
C. Just use Service Cloud console for 5-year visibility
This ignores the storage + LDV growth problem. The console can display data, but it doesn’t solve the underlying scaling risk of retaining massive volumes in core objects.
D. Capture/resolve tickets in B2C Commerce
Service cases and agent workflows belong in Service Cloud, not B2C Commerce. Also, it doesn’t address the platform scaling issue correctly.
Key takeaway
Use Service Cloud for operational case management, and an external archive (Heroku + Salesforce Connect) for historical visibility to keep the org performant and sustainable at the expected data volumes.
A company wants to use Marketing Cloud to send customer electronic receipts that originate from its point of sale (POS) system. The company has a need for the receipt to be sent no more than 10 minutes after purchase and would like to track allemail sends that are being placed to that customer, The Marketing Cloud Contact Key should be the Service Cloud Contact ID.
What solution should a Solution Architect recommend to achieve this need?
A. Make an API call from the POS to Marketing Cloud to send the electronic receipt and then call Service Cloud to add the customer if they do not exist. Use an automation in Marketing Cloud nightly to remove any duplicate contacts that may be introduced with Marketing Cloud Connect.
B. Make an API call from the POS to Service Cloud to retrieve the Service Cloud Contact ID. If the customer does not exist, submit a POST to Service Cloud to create the Contact ID, then send the Contact ID to Marketing Cloud via an API to send the electronic receipt.
C. Make an API call from the POS to Service Cloud to add the customer if they do not exist; leverage a custom object to send details to Marketing Cloud via Marketing Cloud Connect and synchronized data sources to send the electronic receipt.
D. Make an API call from the POS to Marketing Cloud te send the electronic receipt. No call is required to Service Cloud to fetch the Contact IO as this information is already available at the POS.
Explanation
Let's analyze the requirements:
Trigger: Purchase at POS.
Action: Send email receipt within 10 minutes.
Key Constraint: Marketing Cloud Contact Key must be the Service Cloud Contact ID.
Tracking: All sends must be trackable to the customer.
Why B is Correct:
Maintains the Single Source of Truth: The POS system first interacts with Service Cloud, which is designated as the system of record for the customer (Contact). This ensures the Contact ID created or retrieved is authoritative.
Guarantees Correct Contact Key: By retrieving or creating the Contact in Service Cloud first, the POS knows the correct, official Service Cloud Contact ID. It can then pass this ID to Marketing Cloud as the Contact Key, perfectly satisfying the core identity requirement.
Supports Real-Time Timeline: The sequence of API calls (POS → Service Cloud → Marketing Cloud) can be orchestrated to complete within the 10-minute SLA. While not instantaneous, this is a synchronous, event-driven flow appropriate for a receipt.
Enables Tracking: Using the correct Contact Key ensures all sends (transactional receipts) are properly attributed to the unified customer profile in Marketing Cloud, enabling accurate tracking and reporting.
Why A is Incorrect:
Creates Identity Chaos: Sending the receipt before ensuring the customer exists in Service Cloud risks using an incorrect or temporary ID as the Contact Key. This would break the core identity mandate.
Poor Data Hygiene: The "clean up duplicates nightly" approach is reactive and unreliable. It would lead to untrackable sends and a broken customer journey in the critical first 24 hours. It violates the principle of "get the identity right at the point of entry."
Why C is Incorrect:
Violates the 10-Minute SLA: Marketing Cloud Connect and Synchronized Data Sources operate on a polling schedule (e.g., every 15-30 minutes, sometimes longer). This is not a real-time mechanism. A purchase event captured in a custom object might not synchronize to Marketing Cloud for up to an hour, missing the 10-minute receipt window.
Why D is Incorrect:
Assumes Identity is Known: It states "this information is already available at the POS," which is an unfounded and risky assumption. The POS may have its own customer ID, but the requirement explicitly states the Marketing Cloud Contact Key must be the Service Cloud Contact ID. The POS cannot know this ID without querying Service Cloud. This approach would almost certainly use the wrong key, breaking the identity model and all downstream tracking.
Architectural Reference & Key Concept
Reference: Marketing Cloud Connect Integration Patterns & Identity Management. This tests the understanding of the "System of Record" principle and real-time vs. batch integration.
Key Concept:
Identity-First Design: When a system (Marketing Cloud) must use an identifier from another system (Service Cloud Contact ID), the integration must start by resolving that identifier in its source system. You cannot guess it or use a placeholder.
Integration Pattern Selection: For real-time, event-driven communications (like a post-purchase receipt), you must use real-time APIs (REST/SOAP). You cannot rely on batch or polling-based synchronization tools (like Marketing Cloud Connect's standard sync) for the initial trigger.
The architect must recommend a flow that respects the identity constraint, uses real-time APIs for the time-sensitive event, and ensures Service Cloud remains the authoritative source for the customer record. Option B is the only one that follows this pattern correctly.
A customer service team raised a new business requirement that requires a multi-cloud solution design between B2C Commerce, Service Cloud, and Marketing Cloud. A Solution Architect has been hired to lead the design of the multi-cloud solution.
Which two actions should the Solution Architect take to accurately capture requirements and deliver the solution overview?
Choose 2 answers
A. Include functional subject matter experts and technical resources across multiple discovery workshops, grouped by business function to ensure all requirements are captured.
B. Conduct discovery workshops and upon completion present the solution backto the design authority or executive stakeholders to validate the solution.
C. Conduct discovery workshops to create a user acceptance testing document and invite business owners, each cloud technical architect, and implementation development team.
D. Include the customer service team so that they can provide detailed user stories prior to the discovery workshops.
Explanation:
In multi-cloud B2C solutions involving B2C Commerce, Service Cloud, and Marketing Cloud, effective requirements gathering and solution validation are critical, especially when the requirement originates from a specific team like customer service. The Solution Architect must ensure comprehensive capture of cross-functional needs and obtain stakeholder buy-in.
Option A (Correct): Multi-cloud designs require input from diverse stakeholders. Conducting multiple discovery workshops grouped by business function (e.g., commerce, service, marketing) and including functional SMEs (subject matter experts) and technical resources ensures all perspectives, requirements, and constraints are captured thoroughly. This avoids silos and uncovers integration needs early.
Option B (Correct): After discovery, presenting the proposed solution overview back to the design authority or executive stakeholders for validation is a key governance step. It confirms alignment with business goals, addresses any gaps, and secures approval before proceeding to detailed design or implementation.
Option C (Incorrect): While discovery workshops are essential, their primary purpose is requirements elicitation and solution ideation—not creating User Acceptance Testing (UAT) documents. UAT planning comes later in the project lifecycle. Inviting the full implementation development team at this early stage is premature.
Option D (Incorrect): Involving the customer service team is important (as they raised the requirement), but requiring detailed user stories prior to workshops reverses the process. Discovery workshops are designed to collaboratively elicit and refine user stories/requirements with facilitated discussions, not assume they are fully prepared upfront.
References:
Salesforce Trailhead: B2C Solution Architect Cert Prep – Discovery and Customer Success module (emphasizes facilitating stakeholder workshops, grouping by function for comprehensive coverage, documenting requirements, and validating designs with stakeholders).
Exam Guide weighting: Discovery and Customer Success (27%) covers agenda creation, workshop facilitation, requirements gathering/documentation, and solution validation with key stakeholders/design authorities.
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