Maintain Your B2B Solution Architect Certification for Summer ’23

Learning Objectives

After completing this unit, you’ll be able to:

Organize your data with Data Spaces.
Collaborate in real-time with Partner Relationship Management (PRM) for Slack.
Improve customer service incident management.
Increase efficiency with Order Management and Service Cloud.

Salesforce Certification

If you hold the B2B Solution Architect credential, keep in mind that you need to complete this module by the due date to maintain your certification. There may be other required modules as part of this credential. Please check the requirements in this chart to ensure you are on track to maintaining the credential.

Another important part of maintaining your credential is ensuring your Trailhead and Webassessor accounts are linked.

Interested in learning more about getting certified? Check out the B2B Solution Architect credential.

While anyone can earn this badge, this module is designed for those who hold the B2B Solution Architect certification.

Protect the Integrity of Your Certification

The quality of our certification exams and the value our credentials provide are our highest priority. Protecting the security and confidentiality of our exams is essential to providing our customers with credentials that are respected and industry-leading.

As a participant of the Salesforce Certification Program, you’re required to accept the terms of the Salesforce Credential and Certification Program Agreement. Please review the Salesforce certification exam-taking policies in the Salesforce Credential and Certification Program Agreement and Code of Conduct Salesforce Help article for more details.

Salesforce introduced a ton of great feature enhancements over the past year. Let’s take a look at some of the more important ones for this release.

Organize Your Data with Data Spaces

Now you can segregate your data, metadata, and processes across multiple brands, departments, or regions for a single Data Cloud instance using Data Spaces. Segregate data to run processes based on your business needs and for a personalized experience. For example, your business requires your users to see and work on data only in the context of their brand or region. You can also merge and analyze data in Data Spaces.

Where: This change applies to Lightning Experience in all editions.

How: In Customer Data Cloud Setup, under Data Management, click Data Spaces, and then click New.

Collaborate in Real Time with Partner Relationship Management for Slack

Bring internal teams and partners into one partner channel for streamlined collaboration and communications; access, update, and share records; and automate vital business processes—all within Slack. Partner Relationship Management (PRM) for Slack connects your sales teams, partners, and important data through partner portals so you can scale productivity and streamline communication.

Where: This change applies to Lightning Experience and all versions of the Salesforce mobile app in Enterprise and Unlimited editions. Slack customers must be running Slack Enterprise Grid.

Why: Make business processes like deal registration and lead distribution easier with business process automation built on Salesforce Flow and global actions. Search and post records directly from Salesforce in Slack to stay updated on deals. Create and manage partner channels in Lightning Experience to include all partners associated with an account automatically.

Improve Customer Service Incident Management

Use enhanced broadcast alerts and broadcast Slack messages to more effectively communicate with internal stakeholders. Keep your incidents centralized and easily accessible to incident teams with the new Incident Alerts All tab. And with custom templates for broadcast Slack messages, your teams stay efficient while delivering proactive incident updates that are tailored to your business.

Stay on Top of Incidents with the Enhanced Incident Alerts Utility

Increase incident visibility from anywhere in Salesforce with the new All tab in the Incident Alerts utility. Now incident teams see all incidents from one place, including the newest incidents, while keeping the context of the Salesforce record. To reduce context switching, incident teams can use the default list view to edit, delete, or attach the incident to a case without leaving the Incident Alerts utility.

Send Custom Incident Updates with Broadcast Slack Message Templates

Send mass communications that are customized to your business needs to internal stakeholders and relevant teams in Slack. Incident managers can configure custom templates complete with merge fields so that broadcast Slack messages are tailored to the audience and save incident teams time. For example, use broadcast templates to send different broadcast Slack messages for hardware and software incidents.

Increase Efficiency with Order Management and Service Cloud

Use Order Management with Service Cloud to give service agents a single view of order and service history to ensure the timely processing of requests.

Where: This change applies to Lightning Experience and is available in Enterprise, Unlimited, and Developer Editions.

Order Management is integrated with both B2C Commerce and B2B Commerce, and it natively supports Service Cloud. Because order data is shared across all these apps, service agents don’t have to search for information across multiple external systems.

When a customer contacts a service agent, the agent can locate the customer’s account and all associated order summaries in the Service Console without switching to the Order Management Console.

From the order summary, the service agent can perform the following actions.

View customer data, including order and case history.
Process cancellations, reshipments, discounts, exchanges, and returns using automated service workflows.
Create a case and associate it with the related order summary.

The agent’s action on the order is captured in the case history and the order history.

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