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...