You're reading from Salesforce B2C Solution Architect's Handbook Design scalable and cohesive business-to-consumer experiences with Salesforce Customer 360

Product type Paperback

Published in Nov 2021

Publisher Packt

ISBN-13 9781801817035

Length 458 pages

Edition 1st Edition

Tools

Salesforce

Concepts

CRM

Author (1):

Mike King

View More author details

Table of Contents (20) Chapters

Preface

1. Section 1 Customer 360 Component Products

2. Chapter 1: Demystifying Salesforce, Customer 360, and Digital 360 FREE CHAPTER

3. Chapter2: Supporting Your Customers with Service Cloud

4. Chapter 3: Direct-to-Consumer Selling with Commerce Cloud B2C

5. Chapter 4: Engaging Customers with Marketing Cloud

6. Chapter 5: Salesforce Ecosystem – Building a Complete Solution

7. Section 2 Architecture of Customer 360 Solutions

8. Chapter 6: Role of a Solution Architect

9. Chapter 7: Integration Architecture Options

10. Chapter 8: Creating a 360° View of the Customer

11. Chapter 9: Supporting Key Business Scenarios

12. Chapter 10: Enterprise Integration Strategies

13. Section 3 Salesforce-Certified B2C Solution Architect

14. Chapter 11: Exam Preparation Tools and Techniques

15. Chapter 12: Prerequisite Certifications

16. Chapter 13: Commerce and Integration

17. Chapter 14: Certification Scenarios

18. Assessments

19. Other Books You May Enjoy

Chapter2: Supporting Your Customers with Service Cloud

Service Cloud, along with B2C Commerce and Marketing Cloud, is a component of the Customer 360 ecosystem and a major subject of the B2C Solution Architect certification. In this chapter, we'll cover the key capabilities of Service Cloud and how it builds upon the Salesforce Platform capabilities we discussed in Chapter 1, Demystifying Salesforce, Customer 360, and Digital 360. Since Service Cloud is a Salesforce Platform-based product, everything we discussed as a capability of the Salesforce Platform is also available with Service Cloud and then some. The first part of this chapter focuses on the capabilities an organization gains by adding Service Cloud to their overall solution.

As you'll see in Chapter 8, Creating a 360° View of the Customer, Service Cloud and the underlying Salesforce Platform are the central repository for many categories of data in the B2C solution. In the second part of this chapter, we...