Free Salesforce ARC-801 Exam Questions

Question 1

Universal Containers is at the start of a digital transformation program. Members of the executive leadership team have provided a list of internal and external stakeholders who are dedicated to formulating the vision and desired business outcomes in a 2-day workshop. The executive leadership team has made the request to understand what the customer experience will look like out of this workshop.

What should a Solution Architect do to help formulate the high-level business vision and desired business outcomes?

A : cilitate a workshop with the executive leadership team, applying the journey mapping process to create a vision and align customer journey to business objectives.

B : cilitate a strategy session with the executive leadership team to better understand their individual business units' priorities to achieve the business objectives.

C : k to follow the Customer Service team for a day to gain a better understanding of how they work and identify their pain points to formulate this vision.

D : cilitate a business process mapping workshop with the executive leadership team to better understand the potential process improvements.

Answer: A

Question 2

Universal Containers (UC) wants to ensure its field technicians are interacting with customers in a professional manner. The sales department already uses a third-party survey tool.

Which action should a Solution Architect recommend for UC to enab4e service managers to track customer satisfaction based on the technician and the job?

A : the existing survey tool by integrating the responses to the Service Appointment and Service Resource record.

B : ild a Salesforce Survey to send out after each service appointment and integrate that data with the third-party survey tool.

C : lect an AppExchange app that sends a survey to each customer after a work order is completed.

D : the existing survey tool by integrating the responses to Case number and User record.

Answer: A

Question 3

Universal Containers (UC) is undergoing a full digital transformation and has chosen Salesforce as one of the main components. UC will use Sales Cloud for online activities, CPQ for quote generation and renewals. B2B Commerce for online orders through its partnerships and vendors, an external ERP for fulfillment and invoicing, and Marketing Cloud for customer outreach. UC wants to create fluidity between the entire application landscape, and an integration between systems is required.

The application is expected to be able to generate an order based on any of the channels outlined above, and be utilized in UC's outreach to its customers.

Where should a Solution Architect recommend the system of record (SOR) be for all orders going forward?

A : the ERP Order Object

B : lesforce Custom Object

C : lesforce Order Object

D : Commerce Order Object

Answer: C

Question 4

A corporate bank has decided to use a multi-cloud solution to reduce time to market, showcase a 360-degree view of the bank's business customers, and improve CSAT rating by increasing channels for customer service. The CIO has asked to run a discovery workshop with one goal: understanding existing technical dependencies within the organisation.

What should a Solution Architect recommend as the top priority to start this journey?

A : ot the map or the future system landscape by making assumptions about the changes needed to improve customer satisfaction.

B : ot the map of the current system landscape and identify key areas where the B2B multi-cloud solution will fit in.

C : ot the process map using Universal Process Notation (UPN) through workshops involving a diverse set of stakeholders.

D : ot what the customer is thinking, doing, and feeling at the varying stages of their experience, and connect them to interactions with the bank.

Answer: B

Question 5

Universal Containers serves customers globally across two businesses. Each business has its own org for managing its sales and support operations. Each line of business also maintains its own reporting systems using both CRM Analytics and Salesforce reports, but the CEO is asking for a unique dashboard that includes the global opportunity pipeline with data from both orgs.

What should a Solution Architect propose?

A : CRM Analytics in the primary org and create a Salesforce External Connection. Then, create a dataflow to combine data from both orgs.

B : one org as primary and create external objects for the accounts and opportunities of the other one. Then, use standard reports.

C : one org as primary and an ETL tool to synchronize the accounts and opportunities of the other org. Then, use standard reports.

D : CRM Analytics in the primary org and then, in the dashboards, use Salesforce Connect to query the data from the other org.

Answer: A