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Salesforce Exam B2B Solution Architect Topic 9 Question 45 Discussion

Actual exam question for Salesforce's B2B Solution Architect exam
Question #: 45
Topic #: 9
[All B2B Solution Architect Questions]

Universal Containers has recently provided its call center team the ability to troubleshoot issues coming from its B2B Commerce customers. Currently, the team utilises Service Cloud and, specifically, the Service Console. The CIO s concern is now different the experience will be as it relates to B2B Commerce for Visualforce versus what the team sees today within the Service Console.

Which recommendation should the Solution Architect voice to the CIO to ensure higher adoption by the call center team?

Show Suggested Answer Hide Answer
Suggested Answer: C

To ensure high adoption by the call center team and maintain consistency in their experience, providing direct access to B2B Commerce data, such as customer carts, within the Service Console is essential. This approach allows agents to view relevant B2B Commerce information seamlessly within their familiar Service Console environment, enabling efficient issue resolution and enhancing customer support. This solution leverages the integrated capabilities of Salesforce to unify customer data across platforms, aligning with best practices for a cohesive user experience and efficient service delivery.


by Royal at Sep 14, 2024, 12:14 AM

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Peggie
2 months ago
This is a tough one, but I think I'd go with option B. Having the CSR flow where the agents can log in as the buyer seems like the most seamless integration between the two systems. Plus, it keeps the agents in their comfort zone of the Service Console.
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Rebbecca
2 months ago
I don't know, the embedded web view in option A seems a bit clunky. Why not just let the agents log in as the buyer and see the cart directly? It's more straightforward.
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Laurene
8 days ago
I agree, it would make the experience more seamless for the agents and ultimately lead to higher adoption.
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Bernardo
15 days ago
True, having direct access to the cart could definitely streamline the troubleshooting process for the call center team.
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Kimberely
22 days ago
I see your point, but I think it would be more efficient for the agents to log in as the buyer and see the cart directly.
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Chi
23 days ago
Option A does seem a bit clunky, but it might be easier for the agents to have everything in one place.
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Clorinda
2 months ago
Haha, option D would be like giving the agents a superpower! Logging in as the buyer, that's the ultimate customer service right there. But seriously, I think it's the best way to ensure higher adoption by the team.
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Princess
1 months ago
D) Implement Experience Cloud login as user so that call center agents can log in as the buyer within B2B Commerce and see their cart.
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Johanna
1 months ago
B) Implement the CSR flow so that call center agents can log in as the buyer within B2B Commerce and see their cart.
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Hayley
1 months ago
A) Implement an embedded web view of B2B Commerce within the Service Console.
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Rebbecca
2 months ago
But with option D, call center agents can log in as the buyer and see their cart, which would improve their troubleshooting capabilities.
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Bethanie
2 months ago
I'm not sure about that. Providing access to B2B Commerce data within the Service Console, as in option C, might be a better approach. It keeps everything in one place and avoids the need for the agents to switch between systems.
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Lavelle
2 months ago
I see your point. It's important to consider what will make the process smoother for the call center agents.
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Yvonne
2 months ago
That could work too, but I still believe having access to B2B Commerce data within the Service Console is more convenient.
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Brittni
2 months ago
But wouldn't it be more efficient to implement an embedded web view of B2B Commerce within the Service Console?
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Afton
2 months ago
I think option C is the best choice. It would make things easier for the call center team.
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Janessa
3 months ago
I disagree, I believe option D would ensure higher adoption.
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Emile
3 months ago
Hmm, I think option B is the way to go. Allowing the call center team to log in as the buyer and see their cart directly in B2B Commerce seems like the most intuitive and efficient solution.
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Beckie
2 months ago
I think the CIO would be pleased with the increased efficiency and improved customer service that option B offers.
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Hollis
2 months ago
Plus, being able to see the cart directly in B2B Commerce would provide a more comprehensive view of the issue.
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Kati
2 months ago
It would make it much easier for them to troubleshoot and assist the B2B Commerce customers.
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Dustin
2 months ago
I agree, option B would definitely streamline the process for the call center team.
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An
3 months ago
I agree, being able to log in as the buyer and see their cart directly in B2B Commerce would streamline the process.
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Casey
3 months ago
Option B is definitely the best choice. It would make things so much easier for the call center team.
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Rebbecca
3 months ago
I think option A is the best recommendation.
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