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

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...