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Salesforce B2C Solution Architect’s Handbook: Design scalable and cohesive business-to-consumer experiences with Salesforce Customer 360
- Length: 458 pages
- Edition: 1
- Language: English
- Publisher: Packt Publishing
- Publication Date: 2021-11-19
- ISBN-10: 1801817030
- ISBN-13: 9781801817035
- Sales Rank: #115489 (See Top 100 Books)
Master the skills you need as a Salesforce B2C Solution Architect to design an optimized business-to-consumer (B2C) solution across the Salesforce Customer 360 ecosystem, including B2C Commerce, Service Cloud, and Marketing Cloud
Key Features
- Create a unified view of the customer across Salesforce products and beyond
- Avoid inefficiencies and costly rework caused by poor architectural designs
- Prepare for the B2C Solution Architect exam and Salesforce certification with practical scenarios following Salesforce best practices
Book Description
A carefully designed Customer 360 solution spanning B2C Commerce, Marketing Cloud, and Service Cloud provides the foundation for a single view of the customer, unique insights, and transformational capabilities. There is currently a huge demand in the marketplace for professionals who understand how to leverage these components together. Salesforce B2C Solution Architect’s Handbook will help you understand the integration options and products that help you deliver value for organizations.
You’ll start by developing a solid understanding of the capabilities of each component in the Customer 360 ecosystem, their data models, and governance. As you progress, you’ll explore the role of a B2C solution architect in planning critical requirements and implementation sequences to avoid costly rework. The book will also guide you through the options for integrating products with the Salesforce ecosystem and demonstrate best practices for data modeling across Salesforce products and beyond. Once you have the core knowledge required to be a successful solution architect, you’ll learn about tools, techniques, and certification scenarios in preparation for the B2C Solution Architect exam.
By the end of this book, you’ll have the skills to design scalable, secure, and future-proof solutions supporting your customers’ critical business demands.
What you will learn
- Explore key Customer 360 products and their integration options
- Choose the optimum integration architecture to unify data and experiences
- Architect a single view of the customer to support service, marketing, and commerce
- Plan for critical requirements, design decisions, and implementation sequences to avoid sub-optimal solutions
- Integrate Customer 360 solutions into a single-source-of-truth solution such as a master data model
- Support business needs that require functionality from more than one component by orchestrating data and user flows
Who this book is for
This book is for B2C commerce architects, application architects, integration architects, and system architects familiar with one or more products within the Customer 360 suite who want to master B2C solutions. Enterprise architects, Salesforce architects, and CTO teams at Salesforce customer organizations looking to benefit from a unified solution will also find this book helpful. A general understanding of data integration, APIs, and connected systems, along with knowledge of the fundamentals of business-to-consumer (B2C) customer experiences is necessary to get the most out of this book.
Table of Contents
- Demystifying Salesforce, Customer 360, and Digital 360
- Supporting Your Customers with Service Cloud
- Direct-to-Consumer Selling with Commerce Cloud B2C
- Engaging Customers with Marketing Cloud
- Salesforce Ecosystem – Building a Complete Solution
- Role of a Solution Architect
- Integration Architecture Options
- Creating a 360° View of the Customer
- Supporting Key Business Scenarios
- Enterprise Integration Strategies
- Exam Preparation Tools and Techniques
Salesforce B2C Solution Architect's Handbook Contributors About the author About the reviewer Preface Who this book is for What this book covers To get the most out of this book Download the color images Conventions used Get in touch Share Your Thoughts Section 1 Customer 360 Component Products Chapter 1: Demystifying Salesforce, Customer 360, and Digital 360 Learning the language – Salesforce, Customer 360, and Digital 360 Lightning Platform Salesforce ecosystem Customer 360 evolution Digital 360 B2C solution architecture focus areas Salesforce Platform (Force.com) Salesforce orgs Data model Security User experience customization Automation AppExchange Reports and dashboards Additional technology stacks Salesforce Platform and beyond Solution architecture methodology 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 Salesforce Platform data model review Additional objects Service Cloud APIs and integrations Available APIs Which API should 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 Commerce Cloud B2C 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) Commerce APIs Integration points B2C Commerce quotas and governance API and object quotas overview Key solution design quotas B2C Commerce Marketplace Commerce Cloud product family Order Management Omni-Channel Inventory B2B Commerce Loyalty Management Commerce Payments Summary Questions Chapter 4: Engaging Customers with Marketing Cloud The Marketing Cloud component Content Builder Datorama Google Analytics 360 connector Journey Builder Automation Studio Interaction Studio Email Studio Mobile Studio Advertising Studio Social Studio Salesforce CDP Pardot Marketing Cloud capabilities Email management Journey orchestration Cloud Pages Programmatic customization Marketing Cloud data model Lists Data Extensions Data Designer Business Units Suppression Segmentation Marketing Cloud APIs and integrations Feed file-based integrations API integrations Productized integration Importing data into a Data Extension Marketing Cloud SDKs Marketing Cloud design considerations Marketing Cloud edition constraints Data import volumes Putting it all together Summary Questions Answers Chapter 5: Salesforce Ecosystem – Building a Complete Solution Experience Cloud and content management Experience Cloud Content Management System OM, Payments, Loyalty Management, and B2B Order Management Salesforce Payments Loyalty Management Salesforce B2B Commerce Lightning Enterprise CRM with Sales and CPQ and Billing Sales Cloud CPQ and Billing Enterprise analytics with Tableau Tableau integration Tableau CRM MuleSoft and Heroku in Customer 360 MuleSoft in Customer 360 Heroku in Customer 360 Packt Gear solution Summary Questions Section 2 Architecture of Customer 360 Solutions Chapter 6: Role of a Solution Architect Role of a B2C solution architect Architect team responsibilities Stakeholders The full team Alignment on goals Stakeholder interviews 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 7: Integration Architecture Options Cross-cloud application development life cycle Service Cloud application development life cycle B2C Commerce application development life cycle Marketing Cloud application development life cycle Integrated B2C solution application development life cycle Point-to-point integrations Prescriptive approach Productized point-to-point integrations B2C CRM Sync Marketing Cloud 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 Packt Gear approach Summary Questions Further reading Chapter 8: Creating a 360° View of the Customer Identifying the customer Service Cloud customer identifiers B2C Commerce customer identifiers Marketing Cloud 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 9: Supporting Key Business Scenarios Multi-cloud use case solution kits Customer 360 Guide for Retail Solution kits Integrating chat bots and agent-supported chats 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 10: 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 Connect Implications for B2C CRM sync B2C Commerce and Marketing Cloud connector 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 solution Summary Questions Further reading Section 3 Salesforce-Certified B2C Solution Architect Chapter 11: Exam Preparation Tools and Techniques Exam structure Credential and target audience Topic outline and weighting Study materials Solution architecture guidebooks Trailhead resources Partner Learning Camp Hands-on experience Broadening your perspective Gaining product-specific knowledge Getting started with Salesforce Summary Questions Chapter 12: Prerequisite Certifications Marketing Cloud Email Specialist exam overview Marketing Cloud Email Specialist topic overview Marketing Cloud Email Specialist study materials Platform App Builder exam overview Platform App Builder topic overview Platform App Builder study materials Integration Architecture Designer exam overview Integration Architecture Designer topic overview Integration Architecture Designer study materials Summary Questions Chapter 13: Commerce and Integration B2C Commerce Architect exam preparation topics The B2C Commerce Architect certification B2C Commerce supplemental topics Complementary component topics Overall solution design topics Summary Questions Chapter 14: Certification Scenarios Authentication and customer identity scenarios An example authentication and customer identity scenario Scenario solution development Evaluating system constraints Customer service scenarios Example customer service scenario Scenario solution development Evaluating system constraints Marketing-focused scenarios An example marketing scenario Scenario solution development Evaluating system constraints Data integration scenarios An example data integration scenario Scenario solution development Summary Questions Assessments Chapter 1 Chapter 2 Chapter 3 Chapter 4 Chapter 5 Chapter 6 Chapter 7 Chapter 8 Chapter 9 Chapter 10 Chapter 11 Chapter 12 Chapter 13 Chapter 14 Why subscribe? 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