Salesforce-Communications-Cloud Exam Questions With Explanations

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Salesforce Salesforce-Communications-Cloud Exam Sample Questions 2025

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Salesforce Spring 25 Release
80 Questions
4.9/5.0

Universal communication is a digital cable leader across the United States. They have started using communication cloud for the B2B use case. One of their new requirements is One time charge (OTCs) that depend on multiple factors. Some of the factors are account related while other factors are product related. They already use matrix based pricing for their recurring price that depends on different sets of properties on product and account. What approach should consultant take to implement OTC within the existing matrix- based recurring pricing model?

A. Add more Columns within the existing matrix for recurring charges and calculate the OTCs using that matrix

B. Create OTCs as additional products with Prices and add those products to the cart using a separate button that uses postCartitems

C. Create Apex class and hook code to calculate the price and add as a step within the pricing plan

D. Create another matrix for OTC’s and add all the attributes from Account and product as input and price as Output.

D.   Create another matrix for OTC’s and add all the attributes from Account and product as input and price as Output.

Explanation:

The requirement is to implement complex, factor-based One-Time Charges (OTCs) that leverage the same type of attribute-driven logic (from Account and Product) that Universal Communication already uses successfully for its recurring charges. The Salesforce Communications Cloud platform is explicitly designed for this scenario using its matrix-based pricing engine.

Here is a detailed breakdown of why D is the correct approach and why the others are not ideal:

Why D is Correct:
Leverages Native Platform Strength: Communications Cloud's matrix pricing is its core, configurable engine for handling multi-dimensional pricing based on any number of attributes. Creating a separate matrix for OTCs uses this built-in strength exactly as intended.
Maintains Consistency and Clarity: Keeping OTCs in their own dedicated matrix separates them logically from recurring charges. This makes the pricing setup easier to understand, manage, and maintain for administrators. Each matrix has a single, clear purpose.
Ensures Scalability and Flexibility: A new matrix can easily incorporate all the required factors (account-related and product-related) as inputs and output the correct OTC price. As new factors are identified in the future, they can be added to the matrix without code changes.
Follows Best Practices: This is the standard, declarative, and scalable approach recommended by Salesforce for implementing such complex pricing scenarios within the Communications Cloud CPQ framework.

Why the Other Options Are Incorrect:
A. Add more Columns within the existing matrix for recurring charges and calculate the OTCs using that matrix
Why it's wrong: This approach creates a bloated, complex, and confusing single point of failure. Mixing recurring and one-time logic in one matrix makes it extremely difficult to manage, audit, and troubleshoot. The rules and factors for recurring charges might conflict with or be entirely different from those for OTCs. It violates the principle of separation of concerns and is not a sustainable or scalable solution.

B. Create OTCs as additional products with Prices and add those products to the cart using a separate button that uses postCartItems
Why it's wrong: This bypasses the entire powerful pricing engine of Communications Cloud. While technically possible, it is a manual, error-prone, and non-scalable workaround.
It requires reps to manually find and add these "OTC products," defeating the purpose of automated, factor-based pricing.
The postCartItems API is for programmatically building carts, not for calculating complex prices. The prices for these OTC products would be static and unable to dynamically change based on account and product attributes without custom code, which brings us to the next point.

C. Create Apex class and hook code to calculate the price and add as a step within the pricing plan
Why it's wrong: Custom coding should always be a last resort when the platform's native, declarative tools cannot meet the requirement. In this case, the native tool (matrix pricing) is perfectly designed to solve this exact problem.
Introduces Technical Debt: Custom code requires development, testing, maintenance, and is more prone to errors during platform updates.
Poor Performance: Calculating prices in Apex is generally less efficient than using the highly optimized native pricing engine.
Not Aligned with Best Practices: Salesforce recommends using the configured pricing matrices whenever possible. This option is an unnecessary and expensive complication when a simple, declarative solution exists.

Reference:
This approach is supported by the fundamental architecture of Salesforce CPQ (and Communications Cloud, which is built on it). The concept of using multiple, separate Price Rules and Price Matrices to handle different types of charges (recurring, one-time, usage) is a core tenant of the application's design, as detailed in the CPQ and Billing implementation guides.

Universal Connect has a requirement to capture site address for its high speed business internet offerings in order to do a serviceability check. Which two entities are used in communication cloud to capture location information?

A. Service Account

B. Place

C. Premise

D. Address

A.   Service Account
B.   Place

Explanation:

Service Account (A) and Place (B) entities in Salesforce Communications Cloud are used to capture location information. Service Account can store service-specific details, including location, while Place can represent physical locations such as sites or premises, making them suitable for capturing site addresses for serviceability checks.References:Salesforce Communications Cloud documentation on data models and location management.

ABC telecom is a large telecommunication operates with 75 million assets across its customer and business customers. The company cloud to take advantage of customer 360 capabilities. There are slight operational differences between the various regions where it sells services, some regions may have different readiness timelines. Which migration strategies should be opt?

A. Migrate Assets in chunks, portioning by geographical region and account type and then prioritize the migration based on regional timelines.

B. Do not migrate legacy assets and leverage external objects within salesforce to access them

C. Coordinate migration readiness across regions and execute migration all at once to ensure consistency

D. Migrate assets in chunks, portioning by geographical region and account type and then prioritize high value business accounts.

A.   Migrate Assets in chunks, portioning by geographical region and account type and then prioritize the migration based on regional timelines.

Explanation: Given ABC Telecom's large asset base and regional operational differences, migrating assets in chunks by geographical region and account type allows for a more manageable and tailored approach. Prioritizing migration based on regional readiness timelines ensures that each region's specific needs and timelines are accommodated, facilitating a smoother transition to Customer 360 capabilities.
References: Salesforce best practices for large-scale data migrations and regional implementation strategies.

United telecom has large product catalog; over time their catalog has increased in number of factors. They have choosen communication cloud as their product of choice to reduce their product catalog size. Which are the two steps shall consultant take to migrate these issue and build a stable product catalog.

A. Bundle the similar product together to reduce the volume

B. Make use of object types and attributes to better handle scalability using EPC functionality.

C. Rationalize the product catalog by identifying duplicates and legacy products that can be removed

D. Mark the orderable flag on the legacy system to false so that they cannot be used.

B.   Make use of object types and attributes to better handle scalability using EPC functionality.
C.   Rationalize the product catalog by identifying duplicates and legacy products that can be removed

Explanation: To reduce the product catalog size and build a stable product catalog, consultants should utilize Object Types and Attributes (B) to enhance scalability and manageability using EPC functionality, and rationalize the product catalog (C) by identifying and removing duplicates and outdated products. This approach ensures a more organized and efficient product catalog that aligns with current business needs.
References: Salesforce Communication Cloud EPC documentation and best practices for product catalog management.

An agile team is working on backlog grooming. There are two features that are needed by the customer and one of them is needed by the support team. The agile team is currently working on an iteration, Days later a business representative requests that another feature be included in the same iteration which step should consultant take?

A. Accommodate the feature since otherwise the business representative will escalate that the team is not adaptable to change

B. Accommodate the features as It is a small change and push the development team to work on it since itself organized team should know how to manage last minute requirements.

C. Accommodate the feature since otherwise business representative will not accept the iteration results.

D. Accommodate the feature by putting it into product backlog and work with the product owner to check its ROI relative to other stories in the backlog items then communicate the outcome back to the business representatives.

D.   Accommodate the feature by putting it into product backlog and work with the product owner to check its ROI relative to other stories in the backlog items then communicate the outcome back to the business representatives.

Explanation: In an agile environment, accommodating changes is essential, but it's also important to respect the iteration's scope and the team's capacity. Adding a feature miditeration can disrupt planned work and compromise the iteration's success. The best step is to add the feature to the product backlog, evaluate its Return on Investment (ROI) in relation to other backlog items with the Product Owner, and communicate the outcome to the business representative. This maintains agile principles while ensuring that the most valuable work is prioritized.
References: Agile methodology best practices and backlog management guidelines.

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