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

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

Chapter 2

Professional Edition does not support API-based integrations by default, which are required in a B2C integration. The client must either enable API integration for Professional Edition or upgrade to Enterprise or Unlimited.
Service Console – this is where agents work with customers. The service app is for managing the Service Cloud instance.
Omni-channel routing.
Knowledge articles.
Pre-chat variables stored in a hidden form field.
A REST API for individual record updates and queries, a Bulk API for large-volume data exchange, and a Connect API for building external user experiences.
Service Cloud API limits would not support tracking data as high-volume as storefront page views, nor would they have appropriate performance characteristics. Since most commerce browsing is for anonymous users, it's also unlikely that this data can be accurately correlated with known customers, making it of limited use. An analytics solution, or Customer...

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