Mastering Salesforce Experience Cloud Strategies for Creating Powerful Customer Interactions
Your guide to unlocking business potential and technical mastery with essential to advanced strategies for launching and maintaining top-tier Experience Cloud sites effortlessly Key Features Empower your team and your organization to lead and maintain an Experience Cloud transformation Master out-of...
| Other Authors: | , |
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| Format: | eBook |
| Language: | Inglés |
| Published: |
Birmingham, England :
Packt Publishing
[2024]
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| Edition: | First edition |
| Subjects: | |
| See on Biblioteca Universitat Ramon Llull: | https://discovery.url.edu/permalink/34CSUC_URL/1im36ta/alma991009853637706719 |
Table of Contents:
- Cover
- Title Page
- Copyright and Credits
- Dedications
- Contributors
- Table of Contents
- Preface
- Part 1: Curating a Digital Experience Strategy
- Chapter 1: Defining Your Digital Experience Strategy
- Introducing Experience Cloud products
- Determining your Target Audience
- Identifying internal stakeholders
- Curating external advisory committees
- Understanding key interactions
- Determining success metrics
- Summary
- Chapter 2: Translating Your Audience and Interactions into Meaningful Technology Features
- Organizing and prioritizing feedback
- Identifying themes
- Connecting feedback to product features
- Identifying differences between Experience Cloud offerings
- Identifying the "why not"
- Summary
- Chapter 3: Technology Component Identification - Which Parts of Experience Cloud Do I Need?
- Aligning features to technology stacks
- Experience Cloud - Self-Service
- Experience Cloud - PRM
- Experience Cloud - content management system (CMS)
- Experience Cloud - business-to-business (B2B) commerce
- Experience Cloud - External Apps
- Narrowing down the optimal combination
- Service functions
- Sales functions
- Custom objects
- Tracking your digital experience strategy
- Summary
- Part 2: Infrastructure Setup to Support and Customize Design Strategy
- Chapter 4: Curating Data Models
- Connecting the data dots
- Standard objects
- Custom objects
- Designing for requested KPIs
- Identifying data sensitivity
- Deep dive into Target Audience data practices
- Curating an enterprise architecture map
- Marketing technologies
- Finance technologies
- IT systems
- Mapping it out
- Curating an ERD
- Licensure considerations
- Guide to reading the ERD tables
- Franchisee Experience Cloud ERD
- End Consumer Experience Cloud ERD
- Summary.
- Chapter 5: Understanding Experience Cloud Templates
- Preliminary setup
- Enabling Digital Experiences
- Templates overview
- Customer templates
- Partner Central template
- Custom templates
- Understanding theming - declarative versus custom CSS
- Retired templates and template migrations
- Retired templates
- Template migrations
- Summary
- Chapter 6: When to Use Aura Components, Lightning Web Components, and Lightning Runtime Components
- Why are there three component types?
- Aura Components
- Features in Aura not yet available in LWC or LWRs
- Lightning Web Components
- LWC considerations
- Lightning Web Runtime Components
- Considerations
- When to switch from LWCs to LWRs
- Transitioning from Aura to Lightning
- When to make the move
- Transition considerations and preparation
- How to make a page with declarative components
- Summary
- Part 3: Human-Centric Development
- Chapter 7: Leveraging Screen Flows versus Apex
- Process use cases for a guided UX
- Salesforce Flow and Screen Flows
- Screen Flows
- Record-Triggered Flows
- Schedule-Trigger Flows
- Platform Event-Triggered Flows
- Autolaunched Flows
- Subflows
- Custom code - LWC, Apex, and CSS
- LWC
- Apex
- CSS
- When to use custom code and Salesforce Screen Flows
- When to use custom code instead of Salesforce Flow
- When to use a combination of custom code and Salesforce Flow
- Summary
- Chapter 8: Understanding Inputs - Emails, Chats, and Text Messages
- Communication leveraging Experience Cloud
- Implementing Salesforce Chat or third-party chat
- Implementing and managing Experience Cloud emails
- Implementing and managing text messaging
- Summary
- Chapter 9: Marketing Automation Setup
- Marketing Automation capabilities 101
- Salesforce CMS and dynamic content
- Setting up Salesforce CMS
- Salesforce CMS best practices.
- Salesforce Marketing Cloud and Data Cloud integration
- Data Cloud
- Setting up Data Cloud
- Setting up SEO
- Robots.txt files, sitemaps, and indexing
- Exposing Salesforce objects
- SEO page properties
- AppExchange and third-party marketing tools
- Summary
- Chapter 10: Leveraging Case Management and Knowledge Bases
- Service Cloud - Case management
- Enabling service assets in Experience Cloud
- Partner Central template - native service option
- Customer Service template - native service option
- Help Center template - native service option
- Service Cloud - Knowledge setup
- Enabling Knowledge in Experience Cloud
- Summary
- Part 4: Site Launch
- Chapter 11: Security - Authentication, Data Sharing, and Encryption
- Defining your Experience Cloud data sharing model
- Experience Cloud guest user setup
- Authenticating users on your Experience Cloud site
- Setting up authenticated users
- Connected apps and SSO
- Unauthenticated user considerations
- CSP and Lightning Locker to combat XSS and clickjacking
- How to set a CSP
- Setting up Lightning Locker
- Enabling clickjack protection
- Encrypting your data and protecting your users
- HTTPS/TLS and classic encryption in Salesforce
- Protecting your users
- Setting up a cookie policy
- Summary
- Chapter 12: Monitoring Your Site - Salesforce Native Reporting
- Experience Cloud out-of-the-box reporting
- Dashboards inside My Workspaces
- Dashboards in Sales or Service Cloud
- Einstein Analytics (CRMA) Configurations
- Google Analytics and third-party web analytics
- Setting up reporting for your Experience Cloud users
- Native Salesforce reporting
- CRMA
- Summary
- Chapter 13: Site Launch, Maintenance, and Moderation
- Pre-launch activities
- Technical readiness
- Exploring site moderation and users
- User self-registration
- Specialty users.
- User audits
- Understanding analytics and adopting best practices
- Adoption best practices
- Ongoing maintenance
- Summary
- Part 5: Certifications
- Chapter 14: Best Practices and Certification Test Preparation
- Understanding the test structure
- Answer key
- Sharing, visibility, and licensing
- Answer key
- Administration, setup, and configuration
- Answer key
- Adoption and analytics
- Answer key
- Customization considerations and limitations
- Answer key
- Branding, personalization, and content
- Answer key
- Final thoughts
- Index
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