Ultimate Salesforce Data Cloud for Customer Experience : Explore, Implement, and Elevate B2C Experiences Through Customer Data Innovations Using Salesforce Data Cloud (English Edition) / Gourab Mukherjee.

Format:

Book

Author/Creator:

Mukherjee, Gourab, author.

Language:

English

Subjects (All):

Business intelligence.

Cloud computing.

Electronic data processing--Distributed processing.

Electronic data processing.

Physical Description:

1 online resource (161 pages)

Edition:

First edition.

Place of Publication:

Delhi : Orange Education Pvt Ltd, [2024]

Summary:

Survival in today's business landscape hinges on delivering exceptional customer experiences, and Customer Data Platforms (CDPs) are pivotal in achieving this goal. The 'Ultimate Salesforce Data Cloud for Customer Experience' is your indispensable guide to unraveling the Salesforce ecosystem, illuminating its applications' significance in diverse business scenarios. Dive into the transformative potential of Customer Data Platforms, understanding their role in unlocking tremendous value for enterprises. Explore the prowess of Salesforce Data Cloud, a leading CDP platform, and gain practical insights into its seamless implementation.

Contents:

Intro

Cover Page

Title Page

Copyright Page

Dedication Page

About the Author

About the Technical Reviewer

Acknowledgements

Preface

Errata

Table of Contents

1. Introducing Salesforce Platform

Introduction

Structure

Introducing CRM Platform

Salesforce: One of the top CRM Applications

Salesforce Ecosystem of Applications

Core Salesforce Platform

Marketing Cloud

Basic concepts to understand the Salesforce Platform

Salesforce Technical Architecture

Salesforce Data Model

Salesforce Security Model

Organization-level security

Object-level Security

Record-level Security

Field-level Security

Salesforce Customer 360

Benefits of Customer 360

Salesforce Data Cloud

Conclusion

Questions

Further Readings

2. Introduction to Customer Data Platform

Introducing the Customer Data Platform (CDP)

Challenges Faced by Companies due to the Lack of a Single Source of Truth

How a CDP solves Customer Data Problems for Companies

Data types handled by CDPs

Classification of Data based on how it is Collected

Classification of Data based on the Nature of the Data Collected

Identity Resolution

Types of CDP

The High-Level Workflow of a CDP Platform

Tracking Plan, Event Tracking, and Event Streaming

Challenges faced by CDP Platforms

3. Going beyond CDP: Salesforce Data Cloud

Introducing Salesforce Data Cloud

Problems solved by Salesforce Data Cloud addition to the Salesforce Ecosystem

Business use cases for Salesforce Data Cloud

Key Benefits offered by Salesforce Data Cloud

Key Concepts for understanding how Salesforce Data Cloud works

A High-level view of how Salesforce Data Cloud works.

Making Customer 360 Real-time through Salesforce Data Cloud

Points to Remember

4. Salesforce Data Cloud Architecture

Salesforce Data Cloud Architecture

Storage

Big Data Processing

Data Transformation, Lighting-enabled Data Tables, and Model Mappings

CDP Processing

Activation Channels

Control and Management Plane

Data Connectors and Ingress

Data Visualization and Analysis

The Lightning-based App, Setup, and Metadata

Difference Between Salesforce Architecture and Salesforce Data Cloud Architecture

Key Technical Benefits Offered by the Salesforce Data Cloud Platform

Salesforce Applications Powered by Salesforce Data Cloud

Data Cloud for Sales

Data Cloud for Service

Data Cloud for Contact Center

Frontline Service

WhatsApp-First Business Messaging

Data Cloud for Marketing

Data Cloud for Commerce

5. Implementing a Customer Data Platform

Prepare for Implementing a CDP Solution

Discovery Phase

Formulate a Steering Team

Document Business Use Cases

Analyze the Current State

Evaluate and Select the CDP Vendor

Define and Design

Prioritize Business Use Cases

Creating a Customer Data Strategy

Define Implementation Roadmap and Timeline

Risk Assessment and Mitigation Strategy

Create a Business Requirement Document

Create a Tracking Plan

Build Phase

Implement the Tracking Plan

Connect Data Sources to the CDP

Store the Customer Data

Consent Management

Deployment

Customer Data Segmentation

Customer Data Activation

6. Implementing Salesforce Customer Data Cloud

Solution Overview.

Setup and Administration

Connecting Data Sources

Data Ingestion and Modeling

Calculated Insights

Segmentation

Activation

References

7. Data Security and Privacy

Data Security

Why is data security so crucial?

Risks to data security

Mitigating data security risks

Data privacy

Why data privacy is so crucial now?

Important Privacy Frameworks

General Data Protection Regulation (GDPR)

Key Principles of GDPR:

Key Rights of Data Subjects under GDPR:

GDPR and Extraterritorial Scope:

Challenges of obtaining consent

The distinction between data security and data privacy

Data security and privacy features in a CDP

Cookie-less tracking and its impact

Future of data security and privacy

8. Success Stories with Salesforce Data Cloud

Importance of success stories

Success story 1: Ford

Success story 2: Formula 1

Success story 3: Casey's

Success story 4: Banco Inter

Success story 5: School Specialty

9. The Way Forward for Creating Great Customer Experiences

Emerging trend: Generative AI

Difference between Gen AI and GPT

Future Prospects of Gen AI

Risks associated with Gen AI

Einstein GPT and Einstein Studio

Einstein GPT

Einstein Studio

AI use cases in Data Cloud

Data Cloud: What to expect in the future releases

10. Preparation for the Salesforce Data Cloud Consultant Exam

Starting your preparation

Understanding the exam guide

Preparing for each section of the exam

Important information to remember for the exam

Exam tips

Mock questions with solutions and explanations

Useful Links

Index.

Notes:

Description based on publisher supplied metadata and other sources.

Description based on print version record.

Includes bibliographical references and index.

Other Format:

Print version: Mukherjee, Gourab Ultimate Salesforce Data Cloud for Customer Experience: Explore, Implement, and Elevate B2C Experiences Through Customer Data Innovations Using Salesforce Data Cloud (English Edition)

ISBN:

9789388590990

9388590996

OCLC:

1418731157