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

Service Cloud APIs and integrations

The Service Cloud APIs are the Salesforce Platform APIs; everything covered in this section applies to all Salesforce Platform-based products equally, although all of them require permissions configuration to be enabled. You can think of the Service Cloud APIs as interfaces to the product for outside systems.

As with any integration scenario, understanding the options for interfacing with a system programmatically is the foundation of a proper design. Native Service Cloud features such as Web-to-Case and Live Chat simplify integration by supporting direct integration without the use of APIs or custom code, but there are other scenarios where custom code will be required, so it's important to understand these capabilities.

Salesforce has a lot of APIs available, which can be overwhelming at first, but there are a few key options that will be leveraged in the majority of B2C integration scenarios.