Functional Capabilities and Business Value

Learning Objectives

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

Recommend suitable B2C products and solution approach to demonstrate a customer process which includes marketing, purchase, service and loyalty.
Demonstrate how the customer experience can be achieved using Salesforce B2C products, given a set of customer requirements for post-purchase activities in a multi-cloud solution.

Key Topics

This unit prepares you for the Functional Capabilities and Business Value section of the Salesforce B2C Solution Architect exam, which makes up 7% of the overall exam. This section of the exam tests these topics.

How multi-cloud architectures support business processes like customer acquisition, the buying experience, and post-purchase activities
Configuring multi-cloud functionality and feature support
Products that impact customer service experiences
Order lifecycle and order management
Customer service channels and activities (email, chat, sms)
Self-service portals and integration
Multi-cloud consumer experience

Like the previous unit, this unit contains practice scenario-based questions and flashcards.

Exam Practice Questions

Ready to jump in? The sample tool below is not scored—it's just an easy way to quiz yourself. To use it, read the scenario, then click on the answer you think is correct. Some questions may have more than one correct answer. Click Submit to learn whether the answer you chose is correct or incorrect, and why. If there’s a longer explanation, click to expand the window, then click anywhere in the window to close it. When you reach the end, you can review the answers or retake the questions.

Did you get a question wrong? Check out the table for related study material.

Question 1	Learn how to calculate the percentages of promoters, passives, and detractors based on survey results by reviewing Definitive Guide to Net Promoter Score.
Question 2	Review Work with Data Categories to learn how to classify and control access to Knowledge Articles.
Question 3	Understand which Marketing Cloud feature is used to implement a shopper abandonment journey by reviewing Behavioral Triggers.

Exam Topic Flashcards

The following flashcards cover multi-cloud functionality and feature support on products that impact customer service experiences. Use these interactive flashcards to brush up on some of the key topics you’ll find on this part of the exam.

Read the question or term on each card, then click or tap the card to reveal the correct answer. Click the right-facing arrow to move to the next card, and the left-facing arrow to return to the previous card.

Did you get a flashcard wrong? Check out the table for related study material.

Flashcard 1	Learn which channel to use when responding to a customer's text message through Service Console by reviewing Service Cloud Channels.
Flashcard 2	Read Order Lifecycle Management to learn which tool manages the order lifecycle using the order summary record.
Flashcard 3	Study Salesforce Knowledge to learn which Service Cloud feature enables self-service access to knowledge articles.

Looking for more information? Explore these related badges.

Badge	Content Type
Salesforce Order Management	Module
Set Up Salesforce Knowledge	Project
Headless Commerce Basics	Module
Architecture of Salesforce B2C Commerce	Module
Enhance Service Cloud with Lightning Knowledge	Trail
Sell Everywhere with Commerce Cloud	Trail
Expand Your Reach with Experience Cloud	Trail