IoT Explorer can be subscriber to multiple platform events. Publishers are not only Salesforce products but also servers outside of Salesforce. This demo shows that IoT Explorer is central rule engine among Community, Heroku, Marketing Cloud, Mobile App, Commerce Cloud and Service Cloud.
You can integrate IoT Explorer with any objects which is not be related with device or machine. I use contact at this demo, but will implement user record with iot explorer for complicated company rule engine.
2. Multiple Platform Events
Marketing Cloud
: Platform Event
IoT Explorer
General Loyal
Urgent
Community
Mobile
App with
beacon
A
p
E
X
Commerce Cloud
3. Demo Overview
ABC Company is retailer treats variety products and will hold Spring Sale at the both store and EC
site. They use MC Journey Builder provides each customers with personalized experience. The
first Journey’s Goal is for customer to purchase products at EC site. The second Journey‘s goal is
for customer to visit at real store.
They want to define general or loyal customer for each contacts during spring sales so that they
give special service only loyal customers and the data can be utilized for next campaign.
They defines contact over 100points as loyal customer and manage points as the following.
• Marketing Cloud : Open email sent by Journey Builder, +10 points
• Commerce Cloud : Add product to cart, +10 points
• Commerce Cloud : Purchase product, +50 points
• Customer Community : Register event, +10 points
• Mobile App + Heroku : Visit real store, +50 points
8. Marketing Cloud (Spring Sale for EC site)
Fire platform event
with contact id to put
customer into IoT
explorer
Fire platform event with
contact id and 10 point
because the customer
opened email
This custom activity
fetches if customer buy
product via Apex Rest
API
Customer bought
product, then the journey
exits
Customer Activity resides
in Heroku
Send spring sale
campaign email
9. Commerce Cloud
Adding to cart fires
platform event with
contact id and 10
point
Placing order fires platform event with
contact id and 20 point and new
journey of MC starts for this customer
10. Marketing Cloud (Spring Sale for Real Store)
Apex triggers this
journey for customer
via REST API
Fire platform event with
contact id and 10 point
because the customer
opened email
Customer Activity resides
in Heroku
Send email of survey
request
11. Customer Community
Fire platform event with
contact id and 10 point
because the customer
registers event
2. feedback is bad
1. Start
feedback
3. Process Builder
creates case and
sends platform
event
4.In case customer is
in loyal state, the
instance moves to
Urgent state for
immediate action
12. Mobile App / Heroku
Assume that the
customer has
mobile app with
beacon receiver
function
1. The app
receives beacon
on shop entrance.
IoT Explorer
General
Loyal
Urgent
3. If the customer is
in loyal state,
create a record
2. Platform event
is published
5. MC push message
to store manager
4. Creation of a
record triggers
apex to make http
request to MC
13. Campaign Result
1. Specific platform
event is published
2. Save all information
within the orchestration
for next campaign
3. Each customer has
activities of MC,
Commerce, and Mobile
App
IoT Explorer
General Loyal
Urgent
15. Marketing Cloud
Marketing Cloud
IoT Explorer
General Loyal
Urgent
Community
Mobile
App with
beacon
A
p
E
X
Commerce Cloud
Start Journey Builder to deliver cross-channel personalized
experiences at every step of the customer lifecycle with
B2C journey management.
16. Marketing Cloud
Marketing Cloud
IoT Explorer
General Loyal
Urgent
Community
Mobile
App with
beacon
A
p
E
X
Commerce Cloud
Custom activity in JB fires platform event to
notify IoT Explorer with new customer in an
orchestration
17. Marketing Cloud
Marketing Cloud
IoT Explorer
General Loyal
Urgent
Community
Mobile
App with
beacon
A
p
E
X
Commerce Cloud
0 point
General state is default state so new
customer always be in the state at the first
time. Each customer has a variable named
score in memory within orchestration
18. Marketing Cloud
Marketing Cloud
IoT Explorer
General Loyal
Urgent
Community
Mobile
App with
beacon
A
p
E
X
Commerce Cloud
Journey Builder sends an email to
introduce that commerce site for
spring sale and monitors if customer
opens the email or not. The
customer opens the email
0 point
19. Marketing Cloud
Marketing Cloud
IoT Explorer
General Loyal
Urgent
Community
Mobile
App with
beacon
A
p
E
X
Commerce Cloud
0 point
The platform event contains
customer id, 10 point
because of the customer’s
interest in the campaign
20. Marketing Cloud
Marketing Cloud
IoT Explorer
General Loyal
Urgent
Community
Mobile
App with
beacon
A
p
E
X
Commerce Cloud
10 point
She gets 10 point
21. Commerce Cloud
Marketing Cloud
IoT Explorer
General Loyal
Urgent
Community
Mobile
App with
beacon
A
p
E
X
Commerce Cloud
10 point
Customer opens the
email and click link for
commerce cloud
22. Commerce Cloud
Marketing Cloud
IoT Explorer
General Loyal
Urgent
Community
Mobile
App with
beacon
A
p
E
X
Commerce Cloud
10 point
Customer adds
product to cart and
then platform event
fires
23. Commerce Cloud
Marketing Cloud
IoT Explorer
General Loyal
Urgent
Community
Mobile
App with
beacon
A
p
E
X
Commerce Cloud
20 point
Get 10 point
24. Commerce Cloud
Marketing Cloud
IoT Explorer
General Loyal
Urgent
Community
Mobile
App with
beacon
A
p
E
X
Commerce Cloud
20 point
Customer places
order and then
platform event fires
25. Commerce Cloud
Marketing Cloud
IoT Explorer
General Loyal
Urgent
Community
Mobile
App with
beacon
A
p
E
X
Commerce Cloud
90 point
Get 70 point
26. Commerce Cloud
Marketing Cloud
IoT Explorer
General Loyal
Urgent
Community
Mobile
App with
beacon
A
p
E
X
Commerce Cloud
90 point
IoT Explorer create
a record because
of purchase
27. Commerce Cloud
Marketing Cloud
IoT Explorer
General Loyal
Urgent
Community
Mobile
App with
beacon
A
p
E
X
Commerce Cloud
90 point
Apex Trigger
executes other
journey for the
customer who
bought product via
MC API
28. Customer Community
Marketing Cloud
IoT Explorer
General Loyal
Urgent
Community
Mobile
App with
beacon
A
p
E
X
Commerce Cloud
90 point
Second Journey sends an email to
introduce community for customer to
fill out product survey and join
interesting event
29. Customer Community
Marketing Cloud
IoT Explorer
General Loyal
Urgent
Community
Mobile
App with
beacon
A
p
E
X
Commerce Cloud
90 point
Customer logins in
community and then she
decides to join an event.
Platform event fires
30. Customer Community
Marketing Cloud
IoT Explorer
General Loyal
Urgent
Community
Mobile
App with
beacon
A
p
E
X
Commerce Cloud
100 point
She gets 10 point
31. Customer Community
Marketing Cloud
IoT Explorer
General Loyal
Urgent
Community
Mobile
App with
beacon
A
p
E
X
Commerce Cloud
100 pointMove to loyal state
because of 100 points
32. Customer Community
Marketing Cloud
IoT Explorer
General Loyal
Urgent
Community
Mobile
App with
beacon
A
p
E
X
Commerce Cloud
100 point
Customer fills out product
survey with bad point
33. SteCustomer Communityp6
Marketing Cloud
IoT Explorer
General Loyal
Urgent
Community
Mobile
App with
beacon
A
p
E
X
Commerce Cloud
100 point
Apex trigger fires
platform event
34. Customer Community
Marketing Cloud
IoT Explorer
General Loyal
Urgent
Community
Mobile
App with
beacon
A
p
E
X
Commerce Cloud
100 point
Customer is in loyal state and
then IoT Explorer creates a
task to support person
35. Mobile App with Heroku
Marketing Cloud
IoT Explorer
General Loyal
Urgent
A
p
E
X
Commerce Cloud
100 point
Assume that the
customer has mobile app
with beacon receiver
function and there is
beacon on store entrance
The app receives
beacon on store
entrance.
36. Mobile App with Heroku
Marketing Cloud
IoT Explorer
General Loyal
Urgent
Community
Mobile
App with
beacon
A
p
E
X
Commerce Cloud
100 point
Mobile app fires
platform event
contains 50 point
because of her
visit
37. Mobile App with Heroku
Marketing Cloud
IoT Explorer
General Loyal
Urgent
Community
Mobile
App with
beacon
A
p
E
X
Commerce Cloud
150 point
38. Mobile App with Heroku
Marketing Cloud
IoT Explorer
General Loyal
Urgent
Community
Mobile
App with
beacon
A
p
E
X
Commerce Cloud
150 point
Mobile app fires
platform event
contains customer id
and shop beacon id
to Iot Explorer
39. Mobile App with Heroku
Marketing Cloud
IoT Explorer
General Loyal
Urgent
Community
Mobile
App with
beacon
A
p
E
X
Commerce Cloud
150 point
The customer is in General, then do nothing. In Loyal,
a record creation triggers Apex that gets the shop
manager mobile id and message, then sends them to
Marketing Cloud
40. Mobile App with Heroku
Marketing Cloud
IoT Explorer
General Loyal
Urgent
Community
Mobile
App with
beacon
A
p
E
X
Commerce Cloud
150 point
MC sends push message to store
manager in order to notify that loyal
customer just arrives at your store.
41. Service Cloud
Marketing Cloud
IoT Explorer
General Loyal
Urgent
Community
Mobile
App with
beacon
A
p
E
X
Commerce Cloud
150 point
Service
Operator
She may call or
submit question via
web form to
service department
42. Service Cloud
Marketing Cloud
IoT Explorer
General Loyal
Urgent
Community
Mobile
App with
beacon
A
p
E
X
Commerce Cloud
150 point
Service
operator
creates a
case
Service
Operator
43. Service Cloud
Marketing Cloud
IoT Explorer
General Loyal
Urgent
Community
Mobile
App with
beacon
A
p
E
X
Commerce Cloud
150 point
When a case is
created, Apex
trigger fires
platform event
contains who
creates the case
44. Service Cloud
Marketing Cloud
IoT Explorer
General Loyal
Urgent
Community
Mobile
App with
beacon
A
p
E
X
Commerce Cloud
150 point
Customers in Loyal state are more
important than those in General.
Those move to Urgent state for
immediate action.
45. Service Cloud
Marketing Cloud
IoT Explorer
General Loyal
Urgent
Community
Mobile
App with
beacon
A
p
E
X
Commerce Cloud
150 point
IoT Explorer allows us to execute
time base rule at easy step. You
can notify support every 1 hour if
customer still be in Urgent State.
Support
Once a customer enters in
Urgent state, IoT Explorer
notifies support to fix at high
priority via Chatter
46. Service Cloud
Marketing Cloud
IoT Explorer
General Loyal
Urgent
Community
Mobile
App with
beacon
A
p
E
X
Commerce Cloud
150 point
Support
Support closes
the case
47. Service Cloud
Marketing Cloud
IoT Explorer
General Loyal
Urgent
Community
Mobile
App with
beacon
A
p
E
X
Commerce Cloud
150 point
Apex trigger listens to
closed case and fires
platform event
48. Service Cloud
Marketing Cloud
IoT Explorer
General Loyal
Urgent
Community
Mobile
App with
beacon
A
p
E
X
Commerce Cloud
150 point
Case is closed and then
instance of the customer
moves to Loyal State as it is
49. Finish Campaign
Marketing Cloud
IoT Explorer
General Loyal
Urgent
Community
Mobile
App with
beacon
A
p
E
X
Commerce Cloud
150 point
The campaign is finished
and special platform
event is fired
50. Finish Campaign
Marketing Cloud
IoT Explorer
General Loyal
Urgent
Community
Mobile
App with
beacon
A
p
E
X
Commerce Cloud
150 point
The orchestration receives
platform event with finish code,
then save all state and point
for each customers for next
campaign
Editor's Notes
IoT Explorer receives incoming streaming event messages. The event data types of the event messages correspond to one or more platform events.
IoT Explorer can be subscriber to multiple platform events. Publishers are not only Salesforce products but also servers outside of Salesforce.
This demo shows that IoT Explorer is central rule engine among Community, Heroku, Marketing Cloud, Mobile App, Commerce Cloud and Service Cloud.
There is one variable for this orchestration. score variable holds points which customer gets by interest in ABC company such as adding product to cart and open campaign email.
This is default state for customers and they move to loyal state when they gain over 100 points. This is common rule among states, Specific platform event triggers customer instance to save its state and point to related contact record and exits this orchestration.
ABC company gives customers in loyal state special treatment rather than those in general state such that loyal customer opens case and then the customer instance moves to urgent state for immediate action and visit to real store triggers push message to store manager to notify customer's visit.
Since customer instance moves to urgent state at first time, iot explorer assigns task to support for immediate action. Once the case is closed, then it moves to loyal state again. Iot explorer provides with time base rule so you can make a rule which is that case is not closed within 1 hour, then assigns new task to support again and again.
This journey lets customers visit EC site for spring.For simplicity, this journey contains only email to notify customers but marketing cloud provides mobile push or social channel so that you can send coupon to mobile app directly.
You can extend Journey builder by implementing Custom activity. It allows us to extend the existing functionality of Journey Builder to enhance the behavior of such journeys and integrate with other platforms such as Heroku. I have implemented two custom activities on Heroku. One labeled IoT on the screen fires platform event with customer id and score. The other split custom activity labeled Apex sends a request with customer id to Apex Rest API and gets the user‘s state as return value. Based on the state, In case the customer buy, then the customer exits this journey. Otherwise Journey Builder try to let the customer visit EC site again.
Commerce cloud allows developer to send request to core product in order to execute Apex logic and get result of it. You can show discount coupon or change behavior based on customer’s properties stored in SFDC
For simplicity, adding product to cart gives customer 10points and Purchase of product does 50points.Commerce Cloud enables developers to send API request to Salesforce core by digital script. So you can show special ad on EC site for only customer in loyal state of IoT Explorer.
There are two journeys for this demo. The first journey is to let customer visit EC site for Spring Sale. This journey is to let customer visit real store for only customers who purchased product at EC site. Once customer purchased product at EC site, then Iot explorer sends the customer info to this journey to be executed via MC REST API.
Imagine that this spring campaign site is on customer community. Journey builder of Marketing cloud sends email notifying the campaign site is open now and get a lot of useful information. Once customer accesses the community, it sends platform event with customer id and point because of her interest of the campaign. Finally she requests quote for product and another type of platform event is fired so that iot explorer creates a task to specific sales rep in orchestration. This demonstration does not implement but you can provide more sophisticated service with only customers in loyal state. For instance, IoT explorer check whether AE finish the quote request every 1 hour and if not, then do next action to it by low code
Apex can publish platform event so any record CRUD operation can publish via Apex trigger or process builder. In this demonstration, only customers in loyal state move to urgent state when case is filed by them. Once they goes to urgent state, you can do anything good for customer with low code
GetFeedback
https://appexchange.salesforce.com/appxListingDetail?listingId=a0N3000000B4lIxEAJ
Free Events Component for Community Cloud
By AdvancedCommunities.com/Bedrock CRM Consulting
https://appexchange.salesforce.com/appxListingDetail?listingId=a0N3A00000EOAWsUAP
Assume that the customer has mobile app with beacon receiver function and store install a beacon in front of entrance.
Customer enters a shop and the mobile app sends platform event with customer id and beacon UUID. IoT Explorer subscribes it and executes a rule.
If the customer is in loyal state, shop manager does immediate action to her. IoT explorer creates a record at salesforce and the record creation triggers apex class to call rest api provided by marketing cloud. Marketing cloud pushes message to shop manager via Mobile studio
IoT Explorer receives finish platform event and saves states and scores to related contact records for next campaign.