Salesforce Certified Experience Cloud Consultant — Question 56

Universal Containers (UC) has a business model that involves B2C as well as B2B customers. A group of B2B customers has recently signed a contract with UC that would allow them to start working with the UC Support team in resolving low-severity B2C customer issues.

How should UC use Experience Cloud to accomplish this goal?

Answer options

• A. Create a digital experience for B2C customers and add B2B customers to the internal CRM app to work with internal employees.
• B. Create a digital experience for B2C customers, a partner portal for B2B customers, and use the internal CRM org for employees.
• C. Create a single digital experience for B2C customers, B2B customers, and employees.
• D. Create a digital experience for B2C customers and employees, and another one for B2B customers and employees.

Correct answer: A

Explanation

The correct option, A, suggests creating a digital experience for B2C customers while integrating B2B customers into the internal CRM application, enabling effective collaboration with support staff. Options B and C do not adequately separate the experiences necessary for B2C and B2B interactions, while option D complicates the structure by creating multiple experiences for employees, which is unnecessary.