Salesforce B2C Solution Architect's Handbook : Leverage Salesforce to Create Scalable and Cohesive Business-To-consumer Experiences / Mike King and Melissa Murphy.

Format:

Book

Author/Creator:

King, Mike, author.

Murphy, Melissa, author.

Language:

English

Subjects (All):

Salesforce (Online service).

Customer relations--Management--Data processing.

Customer relations.

Physical Description:

1 online resource (464 pages)

Edition:

Second edition.

Place of Publication:

Birmingham, England : Packt Publishing, [2024]

Biography/History:

King Mike: Mike King has worked on the most complex B2C Commerce customer implementations, including multiple brands and geographies worldwide. Mike is also a certified Salesforce instructor, teaching the B2C Technical Architect certification preparation course. In January 2019, Mike participated in the inaugural Salesforce cross-cloud academy. He has since worked with Salesforce on the B2C Solution Architect exam development team and in real-world B2C Solution Architecture implementations. Mike has also spoken numerous times with Salesforce on the topics of B2C Solution Architecture, including at TrailblazerDX, Salesforce Connections, and Dreamforce. When not obsessing about Salesforce, commerce, and software architecture, Mike enjoys hiking, camping, and woodworking. Murphy Melissa: Melissa Murphy specializes in cross-cloud Salesforce implementations. Having supported multiple industries and brands, Melissa has experience driving digital transformations with customers. She is a certified Data Cloud, Market Cloud Engagement, and AI architect. Melissa has presented at multiple Salesforce and Marketing Technology conferences, including Connections and Dreamforce, on Data Cloud best practices. She thrives in helping clients develop overarching marketing strategies to drive real business impact through technical solutions. When not in the weeds on Salesforce cross-cloud architecture, Melissa enjoys reading, Taekwondo, and cooking great food.

Summary:

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 with extensive experience in complex Salesforce implementations and cross-cloud architecture, this updated edition of Salesforce B2C Solution Architect's Handbook helps you gain a deeper understanding of the integration options and products that deliver value for organizations. You'll develop a solid understanding of each component in the Customer 360 ecosystem, its data models, and governance. A new chapter on Data Cloud provides fresh insights into the latest Salesforce technology for evolving and maintaining your ecosystem. As you progress, you'll explore planning critical requirements and implementation sequences to avoid costly reworks and delays. You'll also learn best practices for data modeling across Salesforce products and beyond. Building upon the core knowledge, you'll get to grips with the tools, techniques, and certification scenarios to prepare for the latest version of 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 critical business demands.

Contents:

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

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

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

Further Reading

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

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

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

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

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

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

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

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

Manual approaches

Custom solutions

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

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

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.

Notes:

Includes index.

Description based on publisher supplied metadata and other sources.

Description based on print version record.

Other Format:

Print version: King, Mike Salesforce B2C Solution Architect's Handbook

ISBN:

9781801078757

OCLC:

1438929581