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

Questions

During early discussions with a potential customer, they mention that they are currently using Service Cloud Professional Edition and that they want to integrate it with their B2C Commerce storefront. What concerns should you, as a B2C Solution Architect, raise?
When reviewing integrated solution requirements with your client, you note that they need the ability to resend order confirmation emails from Marketing Cloud when a customer contacts support. Should this capability be added to the Service app or the Service Console app in Service Cloud?
What Service Cloud capability allows incoming work items such as chat requests and cases to be routed to the most qualified agent based on schedules, in-progress work, and availability?
Service agents often need to walk customers through a series of manual steps when troubleshooting product-specific issues over the phone. What Service Cloud tool would allow agents to have that information at hand when working on a...

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