Troubleshooting - 20% Flashcards
What is one key aspect of shaping your business around your customer?
A. Making the customer adapt to your business processes
B. Ensuring customers always interact with your business the way you want them to
C. Asking customers to repeat their information for every team member assisting them
D. Empowering employees with the tools and flexibility needed to deliver personalized experiences
E. Ensuring customers authenticate multiple times for security
Correct Answer: D. Empowering employees with the tools and flexibility needed to deliver personalized experiences
Explanation: To put the customer at the center of your business, you need to empower your employees so they can deliver a personalized experience. This includes providing the flexibility and tools they need to meet the customer’s needs, as they are the face of your business to the customers.
What does guided selling aim to achieve in terms of customer interaction?
A. Forcing customers to interact in a way that suits the business
B. Transforming business processes into digital interactions that make sense for the customer
C. Requiring customers to authenticate at every step of the interaction
D. Ensuring customers repeat themselves as different team members assist them
E. Not taking into account the context of a customer’s interactions
Correct Answer: B. Transforming business processes into digital interactions that make sense for the customer
Explanation: Guided selling exists to transform your business processes into digital interactions that align with the customer’s needs and preferences. This involves understanding the customer’s expectations and adapting the processes to provide a personalized, easy, and meaningful customer experience.
What is a key feature of Industries CPQ in the context of Guided Selling?
A. It allows anonymous users to browse and add products to their cart.
B. It provides real-time product, pricing, and business rules based on natural language and declarative administration.
C. It allows off-platform services like AWS for scalability.
D. It primarily supports internal business processes and microservices for known users.
E. It mainly focuses on the visual persistence of the cart.
Correct Answer: B. It provides real-time product, pricing, and business rules based on natural language and declarative administration.
Explanation: Industries CPQ enhances the customer’s buying journey in guided selling by ensuring that quotes and orders are valid before submission. It provides real-time product, pricing, and business rules, which is critical for accuracy and customer satisfaction.
What is the fundamental difference between Cart-based guided selling and Digital Commerce guided selling?
A. Cart-based experiences cannot be scalable while Digital Commerce can.
B. Cart-based experiences are designed for internal users, while Digital Commerce supports both external and internal customers and can cater to heavy customer traffic.
C. Digital Commerce does not support anonymous users while Cart-based does.
D. Cart-based experiences do not provide real-time product, pricing, and business rules, while Digital Commerce does.
E. Cart-based experiences require code, while Digital Commerce is declarative.
Correct Answer: B. Cart-based experiences are designed for internal users, while Digital Commerce supports both external and internal customers and can cater to heavy customer traffic.
Explanation: Cart-based guided selling is more suited to internal users with accounts in your Salesforce org. On the other hand, Digital Commerce guided selling can serve both external and internal customers/users, and it supports logged-in and anonymous users. Digital Commerce can also be scalable for heavy customer traffic with the Digital Commerce Tier.
What does Industries Digital Commerce particularly offer to adapt to high-volume traffic and provide scalability?
A. On-platform caching and a digital commerce tier for advanced order capture and guided selling.
B. The requirement of user registration for transactions.
C. The use of Lightning Web Components only for the front-end UI.
D. The exclusive use of AWS for digital API caching.
E. The limitation of browsing, selection, and configuration to logged-in users only.
Correct Answer: A. On-platform caching and a digital commerce tier for advanced order capture and guided selling.
Explanation: Industries Digital Commerce includes a digital commerce tier and on-platform caching, which allow for advanced order-capture and guided selling capabilities to offer best-fit products and services to customers at scale and speed. This architecture allows for adaptive scalability to handle high-volume traffic without impacting performance.
How is the Digital Commerce SDK advantageous in the development of user interfaces for Digital Commerce?
A. It provides inherent gating of traffic.
B. It hides complex API semantics inside the SDK interface, thus improving usability and reducing developmental effort.
C. It exclusively supports Lightning Web Components for UI development.
D. It prevents anonymous users from browsing, selecting, and configuring products.
E. It restricts all operations to on-platform servers only.
Correct Answer: B. It hides complex API semantics inside the SDK interface, thus improving usability and reducing developmental effort.
Explanation: The Digital Commerce SDK is a JavaScript library that abstracts and simplifies the use of Digital Commerce APIs. By encapsulating complex API semantics inside the SDK interface, it reduces the developmental effort and improves the usability of the user interfaces designed for Digital Commerce.
In a Digital Commerce guided selling scenario, which of the following does NOT take place during the checkout experience?
A. Entry of billing and shipping addresses
B. Entry of payment details
C. Review of contact information, shipping/billing address, and payment information
D. Manual review and validation of each product before adding them to the cart
E. Receiving a confirmation message, including the Order Id, after the order is submitted
Correct Answer: D. Manual review and validation of each product before adding them to the cart
Explanation: The checkout experience in a Digital Commerce guided selling scenario includes steps such as entering billing and shipping addresses, entering payment details, reviewing contact information and order details, and receiving a confirmation message upon order submission. The manual review and validation of each product before adding them to the cart is not part of the checkout experience.
What is the functionality of the “Shared Catalog” in a Digital Commerce guided selling solution?
A. It exclusively maintains customer payment details.
B. It only stores shipping and billing address information.
C. It keeps track of the current session’s order processing status.
D. It provides the ability to retrieve products, promotions, offer details, and allows the specification of featured offers.
E. It only stores the details of past orders for reference.
Correct Answer: D. It provides the ability to retrieve products, promotions, offer details, and allows the specification of featured offers.
Explanation: The “Shared Catalog” in a Digital Commerce guided selling solution holds the products and promotions that can be retrieved, as well as offer details such as product and promotional-level details, attribute configurations, and pricing information. It allows the user to specify which offers are best or featured.
Why is intelligent caching and the use of cacheable APIs critical in an enterprise-scale digital commerce solution?
A. Because all users need to have individualized product responses.
B. Because there is a high volume of anonymous and nearly anonymous browsing traffic where many users receive the same responses.
C. Because the cache reduces the number of available products in the catalog.
D. Because caching eliminates the need for a sales catalog.
E. Because without a cache, customers cannot add items to their carts.
Correct Answer: B. Because there is a high volume of anonymous and nearly anonymous browsing traffic where many users receive the same responses.
Explanation: In digital commerce, a significant amount of interaction happens anonymously or nearly anonymously, especially during the early stage of browsing catalogs and products. Many users receive the same responses during this stage. Consequently, intelligent caching strategies and cacheable APIs are essential to manage this high-volume traffic and provide
Which of the following best describes the relationship between Digital Commerce Lightning Web Components and the Digital Commerce SDK?
A. The SDK is used to build the Lightning Web Components.
B. Lightning Web Components and the SDK are interchangeable.
C. Lightning Web Components utilize the SDK to perform a variety of functions.
D. The SDK and Lightning Web Components are independent of each other.
E. Lightning Web Components are used to build the SDK.
Correct Answer: C. Lightning Web Components utilize the SDK to perform a variety of functions.
Explanation: The Digital Commerce Lightning Web Components utilize the Digital Commerce SDK to perform various functions. By using these together, developers can achieve a wide range of functionality and extensibility in a way that is reusable, secure, and maintainable.
How might a developer use the Digital Commerce Lightning web components and the Digital Commerce SDK together in practice?
A. To create custom JavaScript functions in an extended Digital Commerce Lightning web component.
B. To replace the need for a sales catalog.
C. To eliminate the need for caching.
D. To manage user traffic on the site.
E. To build a new web component standard.
Correct Answer: A. To create custom JavaScript functions in an extended Digital Commerce Lightning web component.
Explanation: An example of how the Digital Commerce Lightning Web Components and the Digital Commerce SDK might be used together in practice is through the creation of custom JavaScript functions in an extended Digital Commerce Lightning web component. For instance, these functions might leverage the SDK to perform tasks like removing products from a shopping cart.
What is the first phase of the digital commerce experience and how does the Digital Commerce solution support it?
A. Cart phase, where the Digital Commerce solution provides components to create and manage a shopping cart.
B. Checkout phase, where the Digital Commerce solution supports this phase by integrating with payment gateways.
C. Browse phase, where the Digital Commerce solution supports this phase by providing home page and catalog Lightning web components to display catalog offers and offer details.
D. Configure phase, where the Digital Commerce solution offers ways to render offer pricing, colors, and other attributes.
E. Order phase, where the Digital Commerce solution supports this phase by integrating with Salesforce’s order management system.
Correct Answer: C. Browse phase, where the Digital Commerce solution supports this phase by providing home page and catalog Lightning web components to display catalog offers and offer details.
Explanation: The first phase of the digital commerce experience is the Browse phase. During this phase, users look through the available offers in the catalog. The Digital Commerce solution supports this phase by providing home page and catalog Lightning web components to retrieve and display catalog offers and individual offer details.
Which phase of the digital commerce experience allows users to add the configured offer to their cart?
A. Configure phase
B. Checkout phase
C. Browse phase
D. Cart phase
E. Order phase
Correct Answer: D. Cart phase
Explanation: The Cart phase of the digital commerce experience allows users to add their configured offers to their shopping cart. This phase uses Digital Commerce Lightning web components that allow the user to add items to the cart and view the cart’s contents.
What activities occur during the Checkout phase of the digital commerce experience?
A. Users browse the available offers in the catalog.
B. Users review their order, enter or retrieve shipping, billing, and payment information, and finally submit their cart so that it may become an order.
C. Users select an offer and configure it.
D. Users add the configured offer to their cart.
E. Users manage the products in their cart.
Correct Answer: B. Users review their order, enter or retrieve shipping, billing, and payment information, and finally submit their cart so that it may become an order.
Explanation: The Checkout phase is when users finalize their purchase. They review their order, enter or retrieve shipping and billing information, input their payment information, and then submit their cart to create an order.
How does Digital Commerce Lightning web components support the Configure phase of the digital commerce experience?
A. By providing home page and catalog Lightning web components to retrieve and display catalog offers.
B. By offering ways to render offer pricing, colors, other attributes, and media.
C. By allowing the user to add items to the cart and view the cart’s contents.
D. By integrating with payment gateways.
E. By offering ways to manage user login.
Correct Answer: B. By offering ways to render offer pricing, colors, other attributes, and media.
Explanation: During the Configure phase of the digital commerce experience, users select an offer and configure it. The Digital Commerce Lightning web components support this phase by offering ways to render offer pricing, colors, other attributes, and media.
