Mike King - Salesforce B2C Solution Architects Handbook: Design scalable and cohesive business-to-consumer experiences with Salesforce Customer 360
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- Book:Salesforce B2C Solution Architects Handbook: Design scalable and cohesive business-to-consumer experiences with Salesforce Customer 360
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Master the skills you need as a Salesforce B2C Solution Architect to design an optimized business-to-consumer (B2C) solution across the Salesforce Customer 360 ecosystem, including B2C Commerce, Service Cloud, and Marketing Cloud
Key Features- Create a unified view of the customer across Salesforce products and beyond
- Avoid inefficiencies and costly rework caused by poor architectural designs
- Prepare for the B2C Solution Architect exam and Salesforce certification with practical scenarios following Salesforce best practices
A carefully designed Customer 360 solution spanning B2C Commerce, Marketing Cloud, and Service Cloud provides the foundation for a single view of the customer, unique insights, and transformational capabilities. There is currently a huge demand in the marketplace for professionals who understand how to leverage these components together. Salesforce B2C Solution Architects Handbook will help you understand the integration options and products that help you deliver value for organizations.
Youll start by developing a solid understanding of the capabilities of each component in the Customer 360 ecosystem, their data models, and governance. As you progress, youll explore the role of a B2C solution architect in planning critical requirements and implementation sequences to avoid costly rework. The book will also guide you through the options for integrating products with the Salesforce ecosystem and demonstrate best practices for data modeling across Salesforce products and beyond. Once you have the core knowledge required to be a successful solution architect, youll learn about tools, techniques, and certification scenarios in preparation for the B2C Solution Architect exam.
By the end of this book, youll have the skills to design scalable, secure, and future-proof solutions supporting your customers critical business demands.
What you will learn- Explore key Customer 360 products and their integration options
- Choose the optimum integration architecture to unify data and experiences
- Architect a single view of the customer to support service, marketing, and commerce
- Plan for critical requirements, design decisions, and implementation sequences to avoid sub-optimal solutions
- Integrate Customer 360 solutions into a single-source-of-truth solution such as a master data model
- Support business needs that require functionality from more than one component by orchestrating data and user flows
This book is for B2C commerce architects, application architects, integration architects, and system architects familiar with one or more products within the Customer 360 suite who want to master B2C solutions. Enterprise architects, Salesforce architects, and CTO teams at Salesforce customer organizations looking to benefit from a unified solution will also find this book helpful. A general understanding of data integration, APIs, and connected systems, along with knowledge of the fundamentals of business-to-consumer (B2C) customer experiences is necessary to get the most out of this book.
Table of Contents- Demystifying Salesforce, Customer 360, and Digital 360
- Supporting Your Customers with Service Cloud
- Direct-to-Consumer Selling with Commerce Cloud B2C
- Engaging Customers with Marketing Cloud
- Salesforce Ecosystem Building a Complete Solution
- Role of a Solution Architect
- Integration Architecture Options
- Creating a 360 View of the Customer
- Supporting Key Business Scenarios
- Enterprise Integration Strategies
- Exam Preparation Tools and Techniques
(N.B. Please use the Look Inside option to see further chapters)
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Design scalable and cohesive business-to-consumer experiences with Salesforce Customer 360
Mike King
BIRMINGHAMMUMBAI
Copyright 2021 Packt Publishing
All rights reserved. No part of this book may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, without the prior written permission of the publisher, except in the case of brief quotations embedded in critical articles or reviews.
Every effort has been made in the preparation of this book to ensure the accuracy of the information presented. However, the information contained in this book is sold without warranty, either express or implied. Neither the author, nor Packt Publishing or its dealers and distributors, will be held liable for any damages caused or alleged to have been caused directly or indirectly by this book.
Packt Publishing has endeavored to provide trademark information about all of the companies and products mentioned in this book by the appropriate use of capitals. However, Packt Publishing cannot guarantee the accuracy of this information.
Group Product Manager: Alok Dhuri
Publishing Product Manager: Alok Dhuri
Senior Editor: Storm Mann
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First published: October 2021
Production reference: 1141021
Published by Packt Publishing Ltd.
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ISBN 978-1-80181-703-5
www.packt.com
To my wife, Martha Bellows, for her grace and support when I decided to take on yet another project. To my parents, Michael King Sr., Linda Rivers, and Joe Rivers, who have always put their children first. None of us would be who we are without you.
Mike King
Mike King has worked on the most complex B2C Commerce customer implementations, including multiple brands and geographies worldwide. Mike is also a certified Salesforce instructor, teaching the B2C Technical Architect certification preparation course.
In January 2019, Mike participated in the inaugural Salesforce cross-cloud academy. He has since worked with Salesforce on the B2C Solution Architect exam development team and in real-world B2C solution architecture implementations. Mike has also presented numerous times with Salesforce on the topic of B2C solution architecture, including at TrailheaDX and Dreamforce.
When not obsessing about Salesforce, commerce, and software architecture, Mike enjoys hiking, camping, and woodworking.
This project would not have been possible without the tremendous foundation set by the Salesforce Architect Success Program, especially Abraham Lloyd. Your presentations, training materials, solution kits, and countless phone calls helped me move out of my commerce comfort zone and into the big wide world of Salesforce. My sincere thanks also to Doug Midgley, my technical reviewer and B2C Solution Architect extraordinaire, for the countless hours spent making sure this book was the best it could be.
I need to thank Slalom, especially Katie Dunlap and Shivani Majewski, who have been so supportive of this endeavor. Finally, I'd like to thank Tameem Bahri, for the encouragement and the introduction that ultimately led to this book.
Doug Midgley is an Amsterdam-based cross-product Salesforce architect working for Accenture. Originally from New Zealand, he has spent nearly a decade at various locations across Europe, with 6 years of this period spent implementing Salesforce solutions in a variety of industries.
His main focus is on the various marketing products offered by Salesforce. However, he also acts as a technical architect on Salesforce core implementations.
Having worked on multiple Marketing Cloud certifications, he was also involved in the creation of the Salesforce B2C Solution Architect certification.
Outside of his work life, he is an avid balcony gardener and passionate home chef.
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