A company is implementing a multi-locale solution that includes B2C Commerce, Service Cloud, and Marketing Cloud. Order confirmation emails are triggered from either B2C Commerce or Service Cloud and sent from Marketing Cloud.
What are two possible reasons why the shipping method name and description can be missing when these emails are triggered for languages other than US English, while other translated content appears correctly?
Choose 2 answers
A. The name and description for the shipping method are not set up correctly in B2C Commerce or Service Cloud for the requested locale.
B. The subscriber in Marketing Cloud does not have a preferred locale set.
C. The locale is not set correctly in the body of the email template.
D. The ShippingMethods data extension is missing the label and description field for the corresponding locale.
Explanation:
Order confirmation emails in this multi-locale, multi-cloud setup are transactional emails sent from Marketing Cloud, triggered either by B2C Commerce (via the Marketing Cloud Connector cartridge and Transactional Messaging API) or by Service Cloud (via Marketing Cloud Connect triggered sends). Dynamic content such as shipping method name and description is typically pulled from B2C Commerce data (e.g., order summary or shipping method details) and inserted into the email using AMPscript or personalization strings.
Common reasons why shipping method name and description specifically can appear missing or in the wrong language (while other translated content works fine):
Option A (Correct): The name and description for the shipping method are not set up correctly in B2C Commerce or Service Cloud for the requested locale.
In B2C Commerce, shipping methods are configured in Business Manager with locale-specific display names and descriptions. If these fields are left blank or only populated for en_US (or the primary locale), no translated value will be available when the order is placed in another locale. The connector passes the shipping method ID and the requested locale to Marketing Cloud, but if no translation exists in B2C Commerce, the email will receive null/empty values for name and description—even though other content (e.g., product names, static email text) is correctly translated via Marketing Cloud content blocks or B2C catalog translations.
Option D (Correct): The ShippingMethods data extension is missing the label and description field for the corresponding locale.
Many implementations import or synchronize the shipping methods catalog into a ShippingMethods data extension in Marketing Cloud (often via Automation Studio or connector). This DE is then used in AMPscript Lookup functions to retrieve localized name/description based on the shipping method ID and locale passed from the order trigger. If the data extension rows lack populated label and description columns for non-en_US locales (or use flat fields instead of locale-specific columns like label_fr_FR, description_es_ES), the lookup will return empty values for those languages.
Option B (Incorrect): The subscriber's preferred locale in Marketing Cloud affects default language fallback for journeys and preference center, but transactional order confirmation emails are driven by the order/checkout locale from B2C Commerce (or case locale from Service Cloud), not the subscriber's profile locale. Missing shipping details are not caused by this.
Option C (Incorrect): The locale in the email template body (e.g., via Content Builder language variants or AMPscript SetLanguage) controls static content translation, but dynamic shipping method details are pulled separately via data from the trigger or lookups. Correct template locale settings explain why other content translates properly, but not the shipping method fields.
References:
Salesforce Help: B2C Commerce Connector – Shipping method localization handled in Business Manager; passed values depend on locale-specific configuration.
Marketing Cloud Documentation: Transactional Messaging API and order trigger payloads include locale context; recommended to use localized ShippingMethods DE for dynamic lookups.
B2C Solution Architect exam topics: Multi-locale considerations, data synchronization for transactional emails, and common pitfalls with shipping/payment method localization.
Northern Trail Outfitters (NTO) hosts a customer care portal using Service Cloud. The portal uses Marketing Cloud for customer interaction for a number of use cases, including customer sign-up and updates on togged cases. NTO has decided that the connectors provided by Salesforce are not flexible enough for their needs, so they would like to explore a programmatic approach for doing so.
Which two considerations should a Solution Architect point out to NTO as it moves forward to integrate the Service Cloud portal with Marketing Cloud for customer interaction?
Choose 2 answers
A. NTO can use Marketing Cloud REST API for integrating with Service Cloud.
B. The Marketing REST API calls are asynchronous, with timeout values of 120 for non- tracking operations and 300 seconds for tracking and data retrieve operations.
C. The Marketing REST API uses XML request and response bodies and resource endpoints to support multi-channel use.
D. NTO can use Marketing Cloud SOAP API for integrating with Service Cloud.
Explanation
Option A (✅ Correct):
The Marketing Cloud REST API is widely used for programmatic integrations. It supports operations such as managing contacts, journeys, triggered sends, and data extensions. REST is modern, flexible, and well-suited for integrating Service Cloud portals with Marketing Cloud.
Option B (❌ Incorrect):
Marketing Cloud REST API calls are synchronous, not asynchronous. Timeout values are not defined as 120 or 300 seconds in the way described here. This statement is misleading and incorrect.
Option C (❌ Incorrect):
The Marketing Cloud REST API uses JSON, not XML, for request and response bodies. XML is used by the SOAP API, not REST. Therefore, this statement is inaccurate.
Option D (✅ Correct):
The Marketing Cloud SOAP API is still relevant for certain operations, especially around email sends, subscribers, and lists. While REST is preferred for most modern use cases, SOAP can complement REST when legacy or specific functionality is required. A Solution Architect should highlight that both APIs are available and can be leveraged depending on the use case.
🔑 Key Takeaway
For programmatic integration between Service Cloud and Marketing Cloud:
Use REST API for modern, flexible operations (contacts, journeys, data extensions).
Use SOAP API for legacy or subscriber/list management use cases.
Avoid misconceptions: REST uses JSON, not XML, and calls are synchronous.
📚 References
Salesforce Developers: Marketing Cloud REST API Overview
Salesforce Developers: Marketing Cloud SOAP API Overview
A company has 2,000 customers and currently services them using a call center and spreadsheets. Because of the lack of systems there is no ability to track howsuccessful agents are. In addition, their ordering system cannot be easily accessed by service agents costing valuable time and hurting customer satisfaction.
What are two reasons a connected B2C Solution can add value to the company? Choose 2 answers
A. Provides a better interface for agents using Service Cloud and B2C Commerce with Heroku
B. Allows agents to more easily access customer data to better support customers when they call in
C. Allows agents to use SSO to log into B2C Commerce and Service Cloud using the same credentials
D. Increases spend ROI as fewer service agents will be needed, which can allow for more sales agents
Explanation:
B. Allows agents to more easily access customer data to better support customers when they call in.
Why it is correct: In the current state, agents use spreadsheets and cannot easily access the ordering system. A connected B2C solution (Service Cloud + B2C Commerce) provides a Unified Customer View. Using tools like the Service Cloud Connector, agents can view a customer's entire order history, profile details, and previous support interactions in a single console. This eliminates the "valuable time" lost switching between systems and directly addresses the customer satisfaction (CSAT) issue.
C. Allows agents to use SSO to log into B2C Commerce and Service Cloud using the same credentials.
Why it is correct: From a functional and business value perspective, Single Sign-On (SSO) reduces friction for the agent. In a connected solution, agents often need to "Order on Behalf of" a customer or check real-time inventory in the B2C Commerce Business Manager. SSO ensures they can move between the Service Console and Commerce tools seamlessly without managing multiple passwords, which improves operational efficiency and security.
Detailed Analysis of Incorrect Answers
A. Provides a better interface for agents using Service Cloud and B2C Commerce with Heroku.
Why it is incorrect: While Heroku can be part of a Salesforce architecture, it is generally used for custom high-scale apps or data offloading. The standard "Connected B2C Solution" refers to the native integration between Service Cloud and B2C Commerce. Introducing Heroku as a core requirement for a "better interface" adds unnecessary complexity; the Service Console already provides the optimized interface needed for this use case.
D. Increases spend ROI as fewer service agents will be needed, which can allow for more sales agents.
Why it is incorrect: While a connected solution improves ROI through efficiency, it is a "trap" to assume the goal is to reduce the number of agents. In architectural theory, a connected solution is designed to scale support and improve the quality of service. While it could lead to headcount changes, the primary business value is improved customer experience and agent productivity, not necessarily a 1:1 replacement of service staff with sales staff.
References
Salesforce Architects: Functional Capabilities and Business Value — Outlines how unified data drives agent productivity.
Salesforce Help: B2C Commerce Integration with Service Cloud — Discusses the benefits of cross-cloud visibility for agents.
Salesforce Trailhead: B2C Solution Architect: Discovery and Customer Success — Covers identifying business value in multi-cloud transformations.
A financial company uses an external system for pricing and quotation.
What is the recommended approach to use the pricing and discount rulesin the external system within Salesforce during the loan application process?
A. Rebuild the logic used in the external system using Apex.
B. Use the API callout component in Process Builder to retrieve the latest information from the external system during the loan application process.
C. Use an external object to store pricing and discount information.
D. Use the Apex callout to retrieve the latest information from the external system during the loan application process.
Explanation:
Why D is correct
When a company already has an external system of record for pricing and discount rules, Salesforce best practice is to reuse that system’s logic, not duplicate it.
Using an Apex callout allows Salesforce to:
- Invoke the external pricing/quotation API in real time during the loan application flow
- Always use the latest, authoritative pricing and discount rules
- Avoid data drift and maintenance risk from duplicated logic
- Support complex, conditional, or frequently changing pricing rules
This pattern is commonly used in financial services where pricing logic is regulated, complex, and centrally governed.
Why the other options are not recommended
A. Rebuild the logic using Apex
❌ Anti-pattern
- Duplicates business logic
- High maintenance and compliance risk
- Increases chances of inconsistent pricing between systems
B. Use Process Builder API callout component
❌ Not suitable
- Process Builder is deprecated in favor of Flow
- Limited error handling and control
- Not ideal for complex or high-reliability real-time integrations
C. Use an external object to store pricing and discount information
❌ Read-only and static use case
- External Objects are best for browsing data, not for executing dynamic pricing logic
- Does not handle real-time calculation or rule execution
Key exam takeaway
When Salesforce must consume complex, authoritative business logic from an external system in real time, the correct pattern is:
Apex callout to the external system’s API
Aretail company uses B2C Commerce and Marketing Cloud to enable cross-cloud communication on behalf of its customers. As part of the newsletter signup journey, the company would like to send a coupon code to each customer 3 days after registration.
Once the coupon code has been redeemed, the company would like to alter the customer's journey to stop reminder emails.
Which two configuration steps should a Solution Architect take to ensure the customer's journey is updated after the coupon code is used?
Choose2 answers
A. Create a service definition in B2C Commerce that points to Marketing Cloud's REST API.
B. Create a service definition in B2C Commerce that points to Marketing Cloud's SOAP API.
C. After purchase, use Marketing Cloud to request coupon redemption details from the B2C Commerce service definition.
D. After purchase, use the B2C Commerce service definition to send redemption data to Marketing Cloud.
Explanation:
Option A (✅ Correct):
To enable cross-cloud communication, B2C Commerce needs a service definition that can call Marketing Cloud’s REST API. REST is the recommended modern integration method for Marketing Cloud (SOAP is legacy and less flexible). This allows Commerce to push coupon redemption events into Marketing Cloud.
Option B (❌ Incorrect):
Marketing Cloud’s SOAP API is older and mainly used for subscriber/list management. It is not the recommended approach for orchestrating journeys or handling coupon redemption events. REST API is the standard for this type of integration.
Option C (❌ Incorrect):
Marketing Cloud should not be polling or requesting redemption details from Commerce. That would be inefficient and not event-driven. Instead, Commerce should proactively send redemption data to Marketing Cloud when the coupon is used.
Option D (✅ Correct):
After a coupon is redeemed in Commerce, the service definition should send redemption data to Marketing Cloud. This event updates the customer’s journey, ensuring reminder emails stop. This is the correct event-driven integration pattern.
🔑 Key Takeaway
For coupon redemption journey orchestration:
- Use B2C Commerce service definitions with Marketing Cloud REST API.
- Push redemption events from Commerce → Marketing Cloud to update journeys.
- Avoid SOAP API and polling approaches; use event-driven REST integration.
Universal Containers is about to expand from their existing product efforts around watches into creating smart watches. These watches are intended to integrate with the users smart phone but also gather and collect health datafrom the watch and the phone. Universal Containers has never had to manage or work with health related data and are concerned about how to go further while still keeping their users trust.
What is a next step a Solution Architect should suggest to provideUC the kind of understanding they are looking for"?
Choose 1 answers
A. Run a Journey Mapping Workshop to understand the users' interactions with the system
B. Does the team need front-end development capabilities?
C. Run a Consequence Scanning Workshop tounderstand the impact of the work
D. Run a Requirements Gathering Workshop to start creating the build requirements
E. Speak with a Legal Expert in regards to HIPPA and PHI Data
Explanation:
Universal Containers is entering a new domain involving health data (likely including sensitive metrics like heart rate, activity, sleep, or potentially Protected Health Information - PHI), which introduces significant ethical, privacy, security, and regulatory risks. Their primary concern is maintaining user trust while handling this new type of data responsibly.
Option C (Correct): Run a Consequence Scanning Workshop to understand the impact of the work.
Consequence Scanning is an agile, human-centered risk assessment practice (popularized in responsible innovation frameworks and used within Salesforce ecosystems) designed specifically to identify intended and unintended consequences of introducing new products or features—especially those involving sensitive data.
In this workshop, cross-functional teams (product, engineering, legal, security, UX) explore questions like:
- What are the privacy risks?
- How might data be misused?
- What happens if data is breached?
- How could this affect vulnerable users?
- What societal or ethical implications exist?
This directly addresses UC’s concern about trust and responsible handling of health data, helping them anticipate harms and build mitigations (e.g., data minimization, consent flows, transparency) early in the process.
Option A (Incorrect): Journey Mapping focuses on user experience and interaction flows, not on ethical or risk impacts of handling sensitive health data.
Option B (Incorrect): This is not even a valid multiple-choice option format and is irrelevant to the trust/health data concern.
Option D (Incorrect): Requirements Gathering is necessary later, but jumping straight to functional requirements skips the critical step of understanding risks and responsibilities when entering a regulated/sensitive domain.
Option E (Incorrect): While consulting a legal expert on HIPAA (not HIPPA) and PHI is important if the data qualifies as regulated health information under U.S. law, this is too narrow and reactive. Many health/wellness data scenarios fall outside HIPAA scope (e.g., consumer wellness apps), yet still carry high trust and ethical obligations. A broader risk and impact assessment (like Consequence Scanning) should come first to determine whether and how legal expertise is needed.
References:
Salesforce Trailhead and Responsible Innovation practices promote Consequence Scanning (or similar ethical impact workshops) when introducing features involving sensitive personal data.
B2C Solution Architect exam and Customer 360 guidance emphasize early risk identification for trust-sensitive features (e.g., health, financial, location data).
Consequence Scanning is a recognized agile practice for responsible technology design, especially relevant when expanding into new data domains.
Recommended Next Step: Suggest running a Consequence Scanning Workshop as the immediate next action to build shared awareness of risks and foster trust-centric design decisions.
A company uses Service Cloud and B2C Commerce and now wants to enable the 'Order on Behalf of functionality on its storefront. The customers using the storefront are Person and Household accounts.
Which three design and architecture considerations should a Solution Architect follow to ensure that the 'Order on Behalf of functionality works well for all the designated storefront customers?
Choose 3 answers
A. Verify that the permissions used are Login_On_Behalf, Login_Agent, and Create_Order_On_BehaIf_Of business manager functional permissions.
B. The Order on Behalf of feature in the Service to B2C Commerce Connector only supports person accounts as a customer model by default.
C. Default user is required for anonymous storefront shoppers.
D. The REST calls between B2C Commerce and Service Cloud do not count towards API governor limits.
E. Verify that agents are Service Cloud and B2C Commerce users with Order on Behalf rights.
Explanation:
A. Verify that the permissions used are Login_On_Behalf, Login_Agent, and Create_Order_On_Behalf_Of business manager functional permissions.
Why it is correct: For an agent to act on behalf of a customer, the B2C Commerce Business Manager must have these specific functional permissions enabled for the agent's user role. These permissions govern the ability to initiate a session, bypass certain security checks for the agent, and finalize the transaction using the customer's context.
B. The Order on Behalf of feature in the Service to B2C Commerce Connector only supports person accounts as a customer model by default.
Why it is correct: The standard Salesforce B2C Commerce to Service Cloud Connector is architected to work with the Person Account model in Salesforce. While "Household" accounts are mentioned in the prompt, the out-of-the-box connector logic expects a 1:1 relationship between the Service Cloud record and the B2C Commerce Customer Profile, which is the standard behavior for Person Accounts. Customization is required if a non-standard model (like a shared Household account) is used.
E. Verify that agents are Service Cloud and B2C Commerce users with Order on Behalf rights.
Why it is correct: OOBO is a cross-cloud bridge. The agent must have an active identity in Service Cloud to access the "Order on Behalf" button in the console, and a corresponding B2C Commerce user account (typically mapped via the Connector) to perform the actions on the storefront. Without dual-platform access and rights, the SSO/handshake between the two systems will fail.
Detailed Analysis of Incorrect Answers
C. Default user is required for anonymous storefront shoppers.
Why it is incorrect: OOBO is designed for authenticated sessions where an agent assists a specific customer. If a shopper is anonymous, the agent should first create a customer record in Service Cloud or help the customer register. There is no architectural requirement for a "Default User" record to enable OOBO functionality; rather, it relies on the specific customer's profile.
D. The REST calls between B2C Commerce and Service Cloud do not count towards API governor limits.
Why it is incorrect: This is a dangerous misconception. All API calls made from B2C Commerce to Service Cloud (or vice versa) count toward their respective platform limits. Specifically, calls to Salesforce Service Cloud are subject to standard REST API Request Limits. A Solution Architect must ensure the volume of OOBO sessions and data syncs does not exceed the organization's daily limits.
References
Salesforce B2C Solution Kit: Order on Behalf of Solution Kit - Comprehensive guide on setting up the agent experience.
B2C Commerce Help: Functional Permissions for Order on Behalf - Lists the exact permissions required in Business Manager.
Salesforce Architects: Cross-Cloud SSO and Identity - Explains the requirement for agents to have accounts in both systems.
A company uses PersonAccounts to store customer information in Sales Cloud and now wants to map its customer records in Marketing Cloud.
What should a Solution Architect recommend?
A. Sync Account object using PersonContactId to access the Contact.
B. Sync Account object using PersonSubscriberld to access the Contact.
C. Sync Contact object using PersonAccountld to access the Account.
D. Sync Contact object using PersenSubscriberld to access the Account.
Explanation:
Why A is correct
With Person Accounts, Salesforce stores the person as an Account record (IsPersonAccount = true) and also creates a corresponding person Contact behind the scenes. The ID of that corresponding Contact is stored on the Person Account in the PersonContactId field.
So, if your customer data is mastered as Person Accounts and you want to map those customers correctly for Marketing Cloud usage, a reliable approach is:
- Sync Account (Person Accounts) into Marketing Cloud, and
- use PersonContactId to reference the underlying Contact when needed (for contact-centric marketing operations / identity alignment).
This aligns with the reality that marketing actions typically target a “person/contact,” even if the CRM UI shows a Person Account.
Why the other options are wrong
B. PersonSubscriberId
PersonSubscriberId is not a standard Salesforce Person Account relationship field used to access the Contact.
C. Sync Contact object using PersonAccountId
Although Person Accounts do have an underlying Contact, the key relationship field called out by Salesforce for linking the two from the Account side is PersonContactId. Also, in practice, when a business “stores customer information in Person Accounts,” syncing the Person Account (Account) object is the more direct representation of that customer record.
D. PersenSubscriberId
Not a valid standard field (and appears misspelled).
Universal Containers (UC) wants to implement the right-to-be-forgotten requirement in their Salesforce org in order to be compliant with data privacy laws. This means that UC must delete, archive, or de-identify the data subject's PII in an org within 30 days of their request.
What should a Solution Architect recommend to implement this requirement"*
A. Implement a custom solution that allows system administrators to run a job to obscure or delete the data in the request scope.
B. Create a team who can manually review these requests and delete or obscure the data from all relevant systems.
C. Recommend Salesforce Privacy Center to manage how the Salesforce orgretains, deletes, anonymizes, and transfers customer data.
D. Implement a soft delete strategy by marking the data as "archived" or "deleted" without actually deleting it.
Explanation:
As of 2026, the Salesforce Privacy Center is the standard, enterprise-grade solution for managing global data privacy compliance (such as GDPR, CPRA, and CCPA) within the Salesforce ecosystem.
Automation of the "Right to be Forgotten": Privacy Center allows architects to define Right to be Forgotten (RTBF) policies. When a customer makes a request, the system can automatically delete or, more importantly, anonymize (de-identify) the record within the 30-day window required by law.
Data Masking and Anonymization: Unlike a simple delete, Privacy Center can "scramble" or "mask" specific PII (Personally Identifiable Information) fields while keeping the non-identifiable data for historical reporting, which is a common business requirement.
Scalability: For a company like UC, manual intervention (Option B) is prone to human error and failure to meet the strict 30-day legal deadline. A custom solution (Option A) requires extensive maintenance and testing every time the data model changes.
Why other options are incorrect
A. Custom Solution: While possible, it introduces significant technical debt and high maintenance costs. In 2026, Salesforce architects are encouraged to use native, managed products for legal compliance to ensure the solution is updated as privacy laws evolve.
B. Manual Review: This is not scalable and poses a high risk of non-compliance. Missing even one field (like an email address in a hidden related object) could result in heavy legal fines.
D. Soft Delete Strategy: Marking data as "archived" while still keeping the PII in the database does not satisfy the "Right to be Forgotten" legal requirement. The PII must be physically deleted or irreversibly de-identified so it can no longer be linked to the individual.
Key Domain Context (2026 Exam)
Data Models and Management (25%): This domain covers the lifecycle of data, including its secure deletion and anonymization.
Discovery and Customer Success (27%): Solution Architects must recommend tools that align with both technical feasibility and legal compliance.
Actionable Resource: For implementation details, refer to the Salesforce Privacy Center Documentation.
A company wants to send a coupon code to VIP customers who have abandoned their cart. The company also wants to track email open and forward count, as well as disable the coupon code after a single use.
Which set of platforms and native services should a Solution Architect recommend to satisfy these requirements?
A. Service Cloud for customer segmentation; third-party service for creation of coupon codes; B2C Commerce and Marketing Cloud functionalities to send abandoned cart emails; Service Cloud to track email opens and forwards.
B. Marketing Cloud for customer segmentation; B2C Commerce for creation of coupon codes; B2C Commerce and Marketing Cloud functionalitiesto send abandoned cart emails; Marketing Cloud to track email opens and forwards.
C. B2C Commerce for customer segmentation; Service Cloud for creation of coupon codes; B2C Commerce and Marketing Cloud functionalities to send abandoned cart emails; ServiceCloud to track email opens and forwards.
D. Marketing Cloud for customer segmentation; Service Cloud for creation of coupon codes; B2C Commerce to send abandoned cart emails; Tableau CRM to track email opens and forwards.
Explanation:
The requirements are:
- Identify VIP customers who abandoned carts (segmentation).
- Generate unique, single-use coupon codes.
- Send abandoned cart emails with the coupon.
- Track email opens and forwards.
- Disable the coupon after one use.
Evaluating each component against native Salesforce B2C capabilities:
Customer segmentation (VIP status): Marketing Cloud (via Data Extensions, filters, or Einstein STO) or Data Cloud is ideal for behavioral + attribute-based segmentation. B2C Commerce can detect abandonment but lacks advanced cross-channel segmentation for "VIP" status (typically stored in Service Cloud or Data Cloud). Marketing Cloud is the best native fit.
Coupon code creation (unique, single-use): B2C Commerce natively manages promotion rules, coupon codes (fixed or unique), and enforces single-use per customer restrictions. No native coupon engine exists in Marketing Cloud or Service Cloud for this ecommerce-specific need.
Abandoned cart emails: The Marketing Cloud Connector for B2C Commerce uses Collect.js tracking and Behavioral Triggers (Transactional Messaging API) to send abandoned cart emails from Marketing Cloud, including dynamic content like cart items and Einstein-generated recommendations. This is the standard, native abandoned cart solution.
Track email opens and forwards: Marketing Cloud provides comprehensive tracking for opens, clicks, bounces, and forwards (via the Forward to a Friend feature or tracking pixels). Service Cloud has no native email tracking for Marketing Cloud sends.
Disable after single use: Handled automatically by B2C Commerce promotion rules when the coupon is redeemed.
Why B is correct:
Marketing Cloud → segmentation + email send + tracking (opens/forwards).
B2C Commerce → coupon creation + single-use enforcement + abandonment detection.
Combined connector → abandoned cart emails.
Why others are incorrect:
A: Service Cloud is not used for segmentation or email tracking; no native coupon creation.
C: B2C Commerce lacks strong segmentation for VIP status; Service Cloud has no coupon or email tracking capabilities.
D: Service Cloud has no coupon engine; B2C Commerce does not send emails natively (relies on Marketing Cloud); Tableau CRM is for analytics, not email tracking.
References:
Salesforce Help: Marketing Cloud Connector – Behavioral Triggers for abandoned cart, Collect tracking, Einstein content.
B2C Commerce Business Manager: Promotion and coupon management with single-use restrictions.
Marketing Cloud Documentation: Built-in tracking for opens, clicks, and forwards.
B2C Solution Architect exam prep: Standard pattern for abandoned cart + personalized coupons uses B2C Commerce promotions + Marketing Cloud triggers/tracking.
A company is currently Implementing B2C Commerce and wants to use Marketing Cloud to send transactional emails like the Welcome Email, Order Confirmation, and Order Status Update Email.
Which three steps are required to configure the Marketing Cloud Connector for triggeredemails?
Choose 3 answers
A. Configure REST Services in B2C Commerce that will be used to authenticate B2C Commerce against Marketing Cloud via its API integration and initiate a transactional email delivery.
B. Customize the B2C Commerce storefront toinvoke Marketing Cloud's Transactional Messaging REST API whenever a transactional message should be delivered. This customization should first authenticate B2C Commerce against Marketing Cloud and then deliver the Transactional Messaging pavload to informmessage contents.
C. Create an API Integration in Marketing Cloud using Installed Packages that provision access to Marketing Cloud APIs by external systems like B2C Commerce.
D. Customize the B2C Commerce storefront to trigger Marketing Cloud Transactional Messages at strategic points in the customer's experience by using Marketing Cloud's Transactional Messaging REST API. This customization should Include a payload that informs message contents.
E. Integrate Marketing Cloud and B2C Commerce to provide Marketing Cloud with B2C Commerce order and customer information on a nightly basis via SFTP.
Explanation:
A. Configure REST Services in B2C Commerce...
Why it is correct: To communicate with any external API, B2C Commerce requires a Service Definition within the Platform Service Framework. This service configuration includes the Authentication Base URI (to obtain an OAuth2 token) and the REST Messaging Base URI. This framework handles the underlying connection logic, timeout settings, and circuit breaker patterns to ensure the storefront remains performant even if the API experiences lag.
C. Create an API Integration in Marketing Cloud using Installed Packages...
Why it is correct: Marketing Cloud requires an Installed Package to provide secure, server-to-server authentication for external systems.
The architect must create a package with an API Integration component.
This generates a Client ID and Client Secret which are used by B2C Commerce to request an access token.
The package must be assigned the correct Scopes (e.g., email_send, journeys_read) to allow the storefront to trigger messages.
D. Customize the B2C Commerce storefront to trigger... using Marketing Cloud's Transactional Messaging REST API.
Why it is correct: Transactional emails are "event-driven." The storefront code must be customized (typically within the checkout or account controllers) to invoke the API at the exact moment the event occurs.
The Payload is critical: It must contain the Recipient information (email address/Subscriber Key) and the Attributes (order number, product names, total price) needed to populate the email template in real-time.
Detailed Analysis of Incorrect Answers
B. Customize the B2C Commerce storefront to invoke... This customization should first authenticate...
Why it is incorrect: While the storefront does invoke the API, the logic of "first authenticate and then deliver" should not be written as a manual sequence in the storefront's business logic. In a well-architected B2C Commerce implementation, the Service Framework (Answer A) handles authentication automatically (including token caching). Redoing this in the storefront customization is a duplication of effort and a security risk.
E. Integrate Marketing Cloud and B2C Commerce... via SFTP.
Why it is incorrect: SFTP is a batch processing tool, typically used for nightly data syncs of catalogs or customer profiles. It is not suitable for transactional emails like Order Confirmations, which customers expect to receive within seconds of a purchase. Transactional messaging must be handled via real-time APIs.
References
Salesforce Developers: Transactional Messaging API Overview – Technical documentation on the REST API used for order confirmations.
Salesforce Help: Create an API Integration in Installed Packages – Step-by-step guide for generating API credentials.
B2C Commerce Documentation: Platform Service Framework – Explains how to manage external REST service calls.
A company, currently using B2C Commerce and Service Cloud, has recently purchased and integrated Salesforce Order Management into its order flow. One of the first projects the company would like to complete is to allow its customers to purchase online and pick up their order in the store.
What flowshould a Solution Architect suggest to facilitate this request'
A. B2C Commerce exports the order to Salesforce Order Management. Salesforce Order Management passes the order information to Service Cloud. Once the order is picked up by the customer, Service Cloud updates the final status in Salesforce Order Management.
B. B2C Commerce exports the order to Service Cloud. Service Cloud passes the order information to Salesforce Order Management. Once the order is picked up by the customer, Salesforce Order Management updates the final status in Service Cloud.
C. B2C Commerce exports the order to Salesforce Order Management. Salesforce Order Management passes the order information to Service Cloud. Once the order is picked up by the customer, Service Cloudsends the final status to B2C Commerce.
D. B2C Commerce exports the order to Service Cloud and Salesforce Order Management at the same time. Once the order is picked up by the customer, Service Cloud sends the final status to Salesforce Order Management and B2C Commerce.
Explanation:
When implementing Buy Online, Pick Up In Store (BOPIS) with B2C Commerce + Service Cloud + Salesforce Order Management (SOM):
Order Capture (B2C Commerce):
The customer places the order online in B2C Commerce.
B2C Commerce exports the order into Salesforce Order Management (SOM), which becomes the system of record for the order lifecycle.
Order Orchestration (Salesforce Order Management):
SOM manages fulfillment flows, including routing the order to the correct store for pickup.
SOM integrates with Service Cloud to provide agents visibility into the order for customer service interactions.
Order Pickup (Service Cloud):
When the customer arrives at the store, the agent confirms pickup in Service Cloud.
Service Cloud updates the order status back in Salesforce Order Management, ensuring the order lifecycle is complete and consistent across systems.
❌ Why not the other options?
B: Incorrect because B2C Commerce should not export orders directly to Service Cloud. SOM is the order lifecycle manager, not Service Cloud.
C: Incorrect because Service Cloud should not send the final status back to B2C Commerce. SOM is the system of record for order status.
D: Incorrect because duplicating order exports to both Service Cloud and SOM creates data inconsistency. SOM should be the single source of truth.
🔑 Key Takeaway
For BOPIS flows with Salesforce Order Management:
B2C Commerce → SOM → Service Cloud → SOM is the correct integration pattern.
SOM is the system of record for orders.
Service Cloud provides agent visibility and updates, but does not own the order lifecycle.
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