Salesforce B2C Commerce Architect Exam Questions

Passing the Salesforce B2C Commerce Architect exam requires not only technical knowledge but also the ability to apply it to real-world situations. Here are 20 scenario-based questions designed to help you think critically and apply your understanding of Salesforce in practical scenarios. These questions will test your ability to use Salesforce tools effectively, preparing you for the certification exam.

Salesforce B2C Commerce Architect Practice Questions and Answers

1. A customer inquires about a product that is currently out of stock. What should you do?

  1. Ignore the inquiry.
  2. Inform the customer and log a follow-up task for when the product is back in stock.
  3. Suggest a different product without logging the inquiry.
  4. Remove the product from the catalog.

Answer: 2. Inform the customer and log a follow-up task for when the product is back in stock.

2. You notice the website is performing slowly during peak hours. What is your first step?

  1. Ignore the issue.
  2. Monitor the performance and create a task for the IT team to investigate.
  3. Inform customers to visit during non-peak hours.
  4. Disable some features temporarily.

Answer: 2. Monitor the performance and create a task for the IT team to investigate.

3. A customer complains about receiving the wrong product. How do you handle this in Salesforce?

  1. Ignore the complaint.
  2. Log a case and assign it to the customer service team for resolution.
  3. Apologize but take no further action.
  4. Delete the order from the system.

Answer: 2. Log a case and assign it to the customer service team for resolution.

4. You need to assess the effectiveness of a recent promotion campaign. What should you do?

  1. Ignore the campaign results.
  2. Generate a report to analyze sales data during the campaign period.
  3. Assume the campaign was successful without checking.
  4. End the campaign prematurely.

Answer: 2. Generate a report to analyze sales data during the campaign period.

5. Customers are reporting difficulties navigating the website. What action should you take?

  1. Ignore the feedback.
  2. Create a task to review and improve the website’s user interface.
  3. Assume customers will get used to it.
  4. Remove complex features from the website.

Answer: 2. Create a task to review and improve the website’s user interface.

6. Inventory levels for a popular product are running low. How do you manage this in Salesforce?

  1. Do nothing and wait for it to run out.
  2. Log a task to reorder the product and inform the sales team.
  3. Increase the price of the product.
  4. Stop promoting the product.

Answer: 2. Log a task to reorder the product and inform the sales team.

7. A customer’s payment fails during checkout. What should you do?

  1. Ignore the issue.
  2. Log a case to investigate the payment failure and notify the customer.
  3. Cancel the order.
  4. Ask the customer to try a different payment method without further assistance.

Answer: 2. Log a case to investigate the payment failure and notify the customer.

8. Mobile users are experiencing issues with the site’s responsiveness. What is your first step?

  1. Ignore mobile user feedback.
  2. Log a task to optimize the site for mobile devices.
  3. Advise customers to use desktop versions only.
  4. Reduce mobile features.

Answer: 2. Log a task to optimize the site for mobile devices.

9. A customer places a large bulk order. How should you process this in Salesforce?

  1. Treat it as a regular order.
  2. Log the order and create a special task to ensure fulfillment.
  3. Split the order into smaller parts.
  4. Cancel the order due to its size.

Answer: 2. Log the order and create a special task to ensure fulfillment.

10. You are preparing for a seasonal sale. What should you do in Salesforce?

  1. Do nothing special.
  2. Create a campaign and schedule marketing activities.
  3. Reduce prices across the board without planning.
  4. Inform customers via email without using Salesforce.

Answer: 2. Create a campaign and schedule marketing activities.

11. A customer wants to return a product. How should you handle this in Salesforce?

  1. Refuse the return.
  2. Log the return request and create a case for the returns department.
  3. Ignore the request.
  4. Process the return manually without logging.

Answer: 2. Log the return request and create a case for the returns department.

12. You want to personalize product recommendations for customers. What action do you take?

  1. Offer the same products to all customers.
  2. Use Salesforce to analyze customer data and tailor recommendations.
  3. Ignore personalization.
  4. Manually suggest products without data analysis.

Answer: 2. Use Salesforce to analyze customer data and tailor recommendations.

13. How can you use Salesforce to monitor customer satisfaction after purchase?

  1. Ignore customer feedback.
  2. Send follow-up surveys and log responses in Salesforce.
  3. Assume customers are satisfied.
  4. Only track negative feedback.

Answer: 2. Send follow-up surveys and log responses in Salesforce.

14. A product receives negative reviews. What should you do?

  1. Ignore the reviews.
  2. Log the feedback and create a task to address the issues raised.
  3. Remove the product from the catalog.
  4. Argue with the reviewers.

Answer: 2. Log the feedback and create a task to address the issues raised.

15. You want to implement a customer loyalty program. How can Salesforce help?

  1. Implement the program without tracking.
  2. Use Salesforce to design, implement, and monitor the loyalty program.
  3. Assume customers will participate without incentives.
  4. Offer discounts randomly without a structured program.

Answer: 2. Use Salesforce to design, implement, and monitor the loyalty program.

16. Many customers are abandoning their carts before checkout. What should you do?

  1. Ignore abandoned carts.
  2. Use Salesforce to send follow-up emails and offer incentives.
  3. Assume customers will return on their own.
  4. Delete abandoned carts without action.

Answer: 2. Use Salesforce to send follow-up emails and offer incentives.

17. Customers are experiencing issues with international shipping. How do you handle this?

  1. Ignore the issue.
  2. Log a case and investigate the shipping process.
  3. Stop offering international shipping.
  4. Tell customers to contact the shipping provider.

Answer: 2. Log a case and investigate the shipping process.

18. You want to introduce product bundling. How can Salesforce assist?

  1. Introduce bundles without data.
  2. Use Salesforce to analyze purchase data and create effective bundles.
  3. Bundle products randomly.
  4. Only offer bundles during holidays.

Answer: 2. Use Salesforce to analyze purchase data and create effective bundles.

19. Customer service response times are slow. What action should you take in Salesforce?

  1. Do nothing.
  2. Log the issue and create a task to optimize the service process.
  3. Assume the response time will improve on its own.
  4. Reduce the number of service agents.

Answer: 2. Log the issue and create a task to optimize the service process.

20. You want to improve the effectiveness of email marketing campaigns. What should you do?

  1. Send generic emails to all customers.
  2. Use Salesforce to segment your audience and personalize email content.
  3. Reduce the frequency of emails.
  4. Stop email marketing.

Answer: 2. Use Salesforce to segment your audience and personalize email content.

Conclusion

These scenario-based questions are designed to challenge your practical understanding of Salesforce in real-world contexts. They not only prepare you for the types of questions you might face on the certification exam but also enhance your problem-solving skills in various situations. Successful strategies involve understanding your tools and knowing how to apply them effectively. Good luck with your preparation and exam!