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

Summary

Now that you've read this chapter and Chapter 1, Demystifying Salesforce, Customer 360, and Digital 360, you should understand and be able to articulate the way Service Cloud extends and builds upon the Salesforce Platform as part of a B2C solution. When selecting a Service Cloud edition, you should understand the tradeoffs and recognize that Enterprise and Ultimate Edition are the best choices to support API-based integrations.

As part of a complete B2C solution, you'll now be able to explain what role Service Cloud serves both independently and in conjunction with other products. Specifically, you should be able to design solutions around the Service Console, the home base for agents working in Service Cloud every day. Capabilities such as chat management, Digital Engagement, and Omni-Channel routing can be integrated with outside systems, including B2C Commerce, to ensure the right agent can help your customer the first time around.

To support customer service...