Universal Containers (UC) is about to complete an initial planning of a complex solution involving multiple customer personas. UC wants to ensure it has a comprehensive understanding of what kinds of business outcomes the customers want to achieve before presenting them a solution. Which method of discovery should a Solution Architect suggest to UC?

A. Third-party research from well-known organizations

B. Jobs To Be Done Framework

C. Comprehensive Surveys to End Customers

D. User Stories Creation with End Customers

Explanation:

This method can help UC understand what kinds of business outcomes the customers want to achieve by capturing their needs, value propositions, and pain points in a structured format. The Solution Architect should suggest that UC use the Jobs To Be Done Framework and User Stories Creation with End Customers.

The Jobs To Be Done Framework involves studying customer behavior to determine what outcomes customers want to achieve and how customers go about achieving those outcomes. User stories creation with end customers involves gathering information from customers about their goals, needs, and expectations, and using that information to create user stories that can be used to inform the design and development of the solution.

Third-party research from well-known organizations and comprehensive surveys to end customers can also provide valuable information, but are not as focused on helping to create a comprehensive understanding of customer outcomes.

Universal Containers uses an ERP as system of record (SOR) for its product data, and Sales Cloud and Revenue Cloud for its sales data. 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an archiving strategy that preserves Opportunity and Quote data related to these deactivated products m Salesforce for historical reference.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. 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.

C. 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.

D. 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.

Explanation:

This way, you can preserve the historical data of your sales transactions related to the deactivated products without deleting them from Salesforce. You can also avoid syncing issues between your ERP and Salesforce by keeping the product status consistent1. Deactivating a product in Salesforce means that it cannot be added to new opportunities or quotes, but it remains visible on existing ones1. You can also deactivate all related prices for that product at the same time by enabling a setting in Product Settings1. To mark an opportunity or quote as inactive, you can use a custom field or a workflow rule that changes its status based on certain criteria3.

Universal Containers (UC) is about to start a massive digital transformation project across multiple service channels. UC plans on using Service Cloud, Omni-Channel, chatbots, Knowledge, and Einstein AI throughout all the service capabilities. Before discovery can start, the key stakeholder would like to see the automated chat capabilities in action. They currently use a third-party Knowledge Base and are wondering what is the value of it over Salesforce Knowledge. They believe it will be chatbots but they are unsure. What is one of the key benefits the Solution Architect should address within the context of the demo?

A. Demo how the chatbot can provide a response to a customer's request by bringing together content from Knowledge articles.

B. Demo how the chatbot can anticipate the responses of the customer before they make it, and generate Knowledge article responses based on what they have bought.

C. Demo how the chatbot can utilize Knowledge within it to deflect customer issues before a case is created.

D. Demo how a human being can have a real conversation with an Einstein Al-driven chatbot.

Explanation:

This answer shows how the chatbot can leverage Knowledge articles to provide relevant and helpful information to customers without requiring them to contact a live agent. This can improve customer satisfaction and reduce service costs.

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. Salesforce Field Service and Service Cloud for Salesforce CPQ will need to be installed and customizations will need to be made to handle Entitlements.

B. Purchase 30 CPQ licenses and 10 Salesforce Field Service licenses.

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.

B. Purchase 30 CPQ licenses and 10 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.

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 for10 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.

Universal Containers (UC) manufactures automobile engine components. UC wants to set up an ecommerce website to deliver a seamless customer purchasing experience, both through self-service and field sales. UC also wants to showcase its extensive product offerings, operate regional promotions and discounts, and managed routing and contracting. UC is looking for guidance on a Salesforce multi-cloud solution to be implemented across phases. What should a Solution Architect recommend to meet UC's business requirements?

A. Phase 1: Sales Cloud - - Phase 2: Service Cloud -- Phase 3B2B Commerce

B. Phase 1: Sates Cloud -- Phase 2: B2BCommerce -- Phase 3: Salesforce Field Service

C. Phase 1: Service Cloud -- Phase 2: CPQ -- Phase 3: B2B Commerce

D. Phase 1: Sates Cloud - - Phase 2: CPQ -- Phase 3: B2B Commerce

Explanation:

🚗 Universal Containers needs a scalable multi-cloud strategy to support both field sales and self-service ecommerce while handling complex product offerings, pricing, and contracts.

✅ Phase 1: Sales Cloud – Establishes the core CRM foundation for lead, opportunity, and account management.
✅ Phase 2: CPQ – Supports complex quoting, bundling, discounting, and contract management essential for UC's detailed product catalog and regional promotions.
✅ Phase 3: B2B Commerce – Enables a seamless self-service ecommerce experience, fully integrated with Sales Cloud and CPQ.

❌ Other options misplace dependencies (e.g., launching Commerce before CPQ/CRM readiness).

🧱 Foundation → 🧮 Pricing Logic → 🛒 Commerce = ✅ Structured, Scalable Rollout

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