Salesforce Certified Integration Architect — Question 76

The director of customer service at Northern Trail Outfitters (NTO) wants to capture and trend specific business events that occur in Salesforce in real time. The metrics will be accessed in an ad-hoc manner using an external analytics system. The events are as follows:

1. A customer initiates a product exchange via a Case.
2. A customer service rep clicks on the "Authorize Exchange Product" menu item in the Case.
3. A customer initiates a subscription cancellation via a Case.
4. A customer service rep clicks on the "Initiate Refund" menu item in the Case.

Which solution should meet these business requirements?

Answer options

• A. Case Trigger after Insert, after update to publish the platform event.
• B. Case Workflow Rule that sends an Outbound Message.
• C. Case after insert Trigger that executes a callout.

Correct answer: A

Explanation

The correct answer, A, utilizes a Case Trigger to publish platform events after inserts and updates, which allows real-time tracking of the specified business events. Option B is not suitable since Workflow Rules do not provide real-time event publishing and rely on outbound messages that may introduce delays. Option C, while it involves a Trigger, focuses on executing a callout which is not necessary for capturing and trending events in real time.