Salesforce B2C Solution Architect's Handbook Leverage Salesforce to Create Scalable and Cohesive Business-To-consumer Experiences
As businesses strive to harness the power of data, the demand for Salesforce professionals who can create a single view of the customer across the Salesforce Customer 360 platform is surging, and this book equips you to meet that demand. Written by a certified Salesforce instructor and an expert wit...
| Otros Autores: | , |
|---|---|
| Formato: | Libro electrónico |
| Idioma: | Inglés |
| Publicado: |
Birmingham, England :
Packt Publishing
[2024]
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| Edición: | Second edition |
| Materias: | |
| Ver en Biblioteca Universitat Ramon Llull: | https://discovery.url.edu/permalink/34CSUC_URL/1im36ta/alma991009825844406719 |
Tabla de Contenidos:
- Cover
- Title page
- Copyright and credits
- Dedication
- Contributors
- Table of Contents
- Preface
- Part 1: Customer 360 Component Products
- Chapter 1: De-Mystifying Salesforce
- Learning the language: Salesforce and Customer 360
- The Lightning Platform
- The Salesforce ecosystem
- Customer 360 evolution
- B2C solution architecture focus areas
- Introducing the Lightning Platform
- Salesforce Orgs
- Data model
- Security
- User experience customization
- Flow
- Approval Processes
- AppExchange
- Reports and dashboards
- Additional technology stacks
- The Lightning Platform and beyond
- Integrating external technology into the solution
- Acquisitions and legacy terminology
- Summary
- Questions
- Further reading
- Chapter 2: Supporting Your Customers with Service Cloud
- Service Cloud capabilities
- Service Cloud editions
- Service Console
- Customer support
- Knowledge
- Service Contracts and Entitlements
- Computer-Telephony Integration (CTI)
- Omni-Channel
- Service Cloud data model
- Lightning Platform data model review
- Additional Objects
- Service Cloud APIs and integrations
- Available APIs
- Which API do I use?
- File-based integrations
- Data import and export capabilities
- Outgoing requests
- Service Cloud request limits and allocations
- Salesforce licenses and editions
- Capability capacity limitations
- Total API allocations
- API usage monitoring and enforcement
- API access and connected apps
- Feature allocation limits
- Data and file storage allocations
- Summary
- Questions
- Further reading
- Chapter 3: Direct-to-Consumer Selling with B2C Commerce
- B2C Commerce capabilities
- Customer experience options
- Roles and access
- Merchant tools
- Admin tools
- B2C Commerce data model
- Realms, instances, and sites
- Designing data sharing solutions.
- System Objects
- Custom Objects
- Packt Gear B2C Commerce data model
- B2C Commerce APIs and integrations
- Feed-based integration support
- Job framework
- Account Manager
- Open Commerce API (OCAPI)
- Salesforce Commerce API (SCAPI)
- Integration points
- B2C Commerce quotas and governance
- API and Object quotas overview
- Key solution design quotas
- B2C Commerce Partner Marketplace
- Commerce Cloud product family
- Order Management
- Omnichannel Inventory
- Salesforce Commerce
- Commerce Marketplace
- Loyalty Management
- Summary
- Questions
- Chapter 4: Engaging Customers with Marketing Cloud
- Marketing Cloud components
- Marketing Cloud Engagement components
- Marketing Cloud Intelligence
- Marketing Cloud Personalization
- Marketing Cloud Account Engagement
- Marketing Cloud Engagement capabilities
- Email management
- Journey orchestration
- CloudPages
- Programmatic customization
- Marketing Cloud Engagement data model
- Lists
- Data extensions
- Data Designer
- Business units (BUs)
- Suppression
- Segmentation
- Marketing Cloud Engagement APIs and integrations
- Feed file-based integrations
- API integrations
- Productized integration
- Importing data into a data extension
- Marketing Cloud Engagement design considerations
- Marketing Cloud Engagement edition constraints
- Data import volumes
- Putting it all together
- Summary
- Further Reading
- Questions
- Chapter 5: Know Your Customer with Data Cloud (DC)
- Data Cloud key terms and definitions
- Data Cloud data model
- Data object and field types
- Data modeling and data mapping
- Key data model object mappings for B2C solutions
- Data Cloud capabilities
- Data Cloud editions
- Data ingestion
- Data transformation and harmonization
- Identity resolution
- Segmentation and activation
- Data insights and reporting.
- Data Cloud APIs and integrations
- Salesforce connectors
- External connectors
- Data Cloud design considerations
- Platform usage constraints by cost model
- Testing in production
- Unified individual ID is a mutable internal identifier
- Shared home org versus dedicated remote org
- Summary
- Questions
- Further reading
- Chapter 6: Salesforce Ecosystem - Building a Complete Solution
- Completing the customer experience with Experience Cloud and Content Management
- Experience Cloud
- CMS
- End-to-end commerce with OM, Payments, Loyalty, and B2B
- OM
- Salesforce Payments
- Loyalty Management
- Salesforce B2B Commerce Lightning
- The quote-to-cash life cycle with Sales Cloud and Revenue Cloud
- Sales Cloud
- Revenue Cloud
- Enterprise analytics with Tableau
- Tableau integration
- CRM Analytics
- Integration and computing with MuleSoft and Heroku
- MuleSoft in Customer 360
- Heroku in Customer 360
- The Packt Gear solution
- Summary
- Questions
- Part 2: Architecture of Customer 360 Solutions
- Chapter 7: Role of a Solution Architect
- Role of a B2C solution architect
- The full team
- Architect team responsibilities
- Alignment on goals
- Stakeholders
- Stakeholder interviews
- Mapping business needs to technology solutions
- Project sequencing
- Building a firm foundation
- Evaluating next steps
- Business case breakdown
- Architecture deliverables
- System overview diagram
- Data mapping
- Sequence diagram
- Technical specification documents
- The Packt Gear team
- Summary
- Questions
- Chapter 8: Integration Architecture Options
- Point-to-point integrations
- A prescriptive approach
- Productized point-to-point integrations
- B2C CRM Sync
- MC Connect
- Commerce and Marketing Connector
- Integration middleware
- When to explore integration middleware.
- Integration middleware and the point-to-point connectors
- Advantages of MuleSoft
- Leveraging MuleSoft in a B2C solution
- Single source of truth
- Incorporating a single source of truth
- Leveraging Heroku
- The cross-cloud application development life cycle
- The Service Cloud application development life cycle
- The B2C Commerce application development life cycle
- The Marketing Cloud Engagement application development life cycle
- The integrated B2C solution application development life cycle
- The Packt Gear approach
- Summary
- Questions
- Further reading
- Chapter 9: Creating a 360° View of the Customer
- Identifying the customer
- Service Cloud customer identifiers
- B2C Commerce customer identifiers
- Marketing Cloud Engagement customer identifiers
- Cross-cloud customer identification
- Mastering customer data
- Evaluating business needs
- Cross-cloud customer data mapping
- Data privacy and consent management
- Handling legacy data
- 360° view of the customer
- Experience delivery maturity
- Recognizing customers as humans
- Seamless identity
- The Packt Gear approach
- Summary
- Questions
- Further reading
- Chapter 10: Customizing for Common Business Needs
- Scenarios for multi-cloud solution kits
- Customer 360 Guide for Retail
- Solution kits
- Integrating chatbots and agent-supported chat
- Supported use cases
- Extending the chat solution architecture
- Extending the chat workflow
- Additional chat design considerations
- Chat configuration extensions
- Chat modifications for B2C CRM Sync
- Capturing revenue with abandonment journeys
- Abandoned cart workflow
- Abandoned cart data model
- collect.js for abandonment scenarios
- Guided hike abandonment tracking
- Rebuilding the customer's cart
- Summary
- Questions
- Chapter 11: Enterprise Integration Strategies.
- Multi-org, realm, and BU scenarios
- Component product scopes and structures
- Solution design considerations
- Enterprise data management
- Point-to-point integration impacts
- Multi-org with Marketing Cloud Engagement
- Implications for B2C CRM Sync
- B2C Commerce and Marketing Cloud Engagement
- Enterprise integration using middleware
- Virtualizing data access at scale
- Aggregating data through services
- Integrations beyond Salesforce
- External customer data sources
- External system integration points
- External integrations through middleware
- Monitoring the solution
- Log file aggregation
- Integration middleware
- Manual approaches
- Custom solutions
- Summary
- Questions
- Further reading
- Part 3: Salesforce Certified B2C Solution Architect
- Chapter 12: Exam Preparation Tools and Techniques
- Exam structure
- Credentials and target audience
- Topic outline and weighting
- Study materials
- Solution architecture guidebooks
- Trailhead resources
- PLC
- Hands-on experience
- Broadening your perspective
- Gaining product-specific knowledge
- Getting started with Salesforce
- Summary
- Questions
- Chapter 13: Prerequisite Certifications
- Platform App Builder exam overview
- Platform App Builder topic overview
- Platform App Builder study materials
- Data Architect exam overview
- Data Architect topic overview
- Data Architect study materials
- Integration Architect exam overview
- Integration Architect topic overview
- Integration Architect study materials
- Summary
- Questions
- Chapter 14: Commerce and Integration
- B2C Commerce Architect exam prep topics
- B2C Commerce Architect certification
- B2C Commerce Developer certification
- B2C Commerce Architect topic overview
- B2C Commerce supplemental topics
- Complementary component topics
- Overall solution design topics.
- Summary.
