Book Image

Salesforce B2C Solution Architect's Handbook

By : Mike King
Book Image

Salesforce B2C Solution Architect's Handbook

By: Mike King

Overview of this book

There’s a huge demand on the market for Salesforce professionals who can create a single view of the customer across the Salesforce Customer 360 platform and leverage data into actionable insights. With Salesforce B2C Solution Architect's Handbook, you’ll gain a deeper understanding of the integration options and products that help you deliver value for organizations. While this book will help you prepare for the B2C Solution Architect exam, its true value lies in setting you up for success afterwards. The first few chapters will help you develop 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 reworks and unnecessary delays. You’ll learn about the available options for integrating products with the Salesforce ecosystem and demonstrate best practices for data modeling across Salesforce products and beyond. Once you’ve mastered the core knowledge, you'll also 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 critical business demands.
Table of Contents (20 chapters)
1
Section 1 Customer 360 Component Products
7
Section 2 Architecture of Customer 360 Solutions
13
Section 3 Salesforce-Certified B2C Solution Architect

Service Cloud capabilities

Service Cloud adds everything you need to turn the world's #1 CRM into the hub of an optimum customer service experience. As a B2C solution architect, you'll need to understand what capabilities a base Service Cloud license adds to the Salesforce Platform, where additional licenses can be added to unlock additional features, and how it supports your overall B2C solution.

The most important Service Cloud capabilities in this context include robust case management tools, chat support, knowledge management, service contracts and entitlements, Computer Telephony Integration (CTI), and Omni-Channel routing.

Service Cloud editions

Service Cloud, like most Salesforce Platform-based products, is available in multiple editions. The four options for Service Cloud editions are as follows:

  1. Essentials
  2. Professional
  3. Enterprise
  4. Unlimited

Of the capabilities outlined in this chapter, most are available in either Enterprise or...