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”

Explanation: This answer is correct because a reference architecture is an example artifact that can be used to ensure the company understands the systems involved in the solution. A reference architecture provides a high-level overview of the components, integrations, and interactions of the solution, which can help the company visualize how the solution will work and what systems are required.

Explanation: Marketing Cloud treats leads and contacts as separate records, even if they have the same email address. This means that syncing leads from Sales Cloud to Marketing Cloud can create duplicate contacts and increase the contact count and billing.
To avoid this, the marketing team should consider using contacts only or converting leads to contacts before syncing them to Marketing Cloud.

Explanation: A. SMS opt-in will sync with Service Cloud when contact ID is the subscriber key in Marketing Cloud. This can help enable consent and profile management across the clouds by allowing customers to opt-in or opt-out of SMS messages and reflecting their preferences in both Service Cloud and Marketing Cloud. This can also help comply with industry regulations and best practices for SMS marketing. C. Profile changes in B2C Commerce will sync to Service Cloud when person accounts are used. This can help enable consent and profile management across the clouds by allowing customers to update their profile information in B2C Commerce and syncing their changes to Service Cloud. This can also help maintain consistent and accurate customer data across different systems and platforms.