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Iot explore demo for cross clouds
The document outlines a marketing strategy for abc company's spring sale, leveraging Salesforce's Marketing Cloud and Commerce Cloud to enhance customer interactions through personalized journeys. It details a point-based system to classify customers as general, loyal, or urgent based on their interactions with marketing materials, purchases, and in-store visits. The strategy employs platform events to trigger actions and notifications across multiple channels, ensuring a tailored customer experience and efficient campaign management.
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Iot explore demo for cross clouds
- 1. Salesforce.com Akihiro Iwaya IoT Explorerwith Multi clouds
- 2. Multiple Platform Events MarketingCloud : Platform Event IoT Explorer General Loyal Urgent Community Mobile App with beacon A p E X Commerce Cloud
- 3. Demo Overview ABC Companyis 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
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- 8. Marketing Cloud (SpringSale 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 tocart 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 (SpringSale 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 platformevent 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. Specificplatform 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
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- 15. Marketing Cloud Marketing Cloud IoTExplorer 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 IoTExplorer 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 IoTExplorer 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 IoTExplorer 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 IoTExplorer 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 IoTExplorer 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 IoTExplorer 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 IoTExplorer 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 IoTExplorer General Loyal Urgent Community Mobile App with beacon A p E X Commerce Cloud 20 point Get 10 point
- 24. Commerce Cloud Marketing Cloud IoTExplorer 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 IoTExplorer General Loyal Urgent Community Mobile App with beacon A p E X Commerce Cloud 90 point Get 70 point
- 26. Commerce Cloud Marketing Cloud IoTExplorer 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 IoTExplorer 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 IoTExplorer 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 IoTExplorer 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 IoTExplorer 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 IoTExplorer 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 IoTExplorer 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 IoTExplorer 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 IoTExplorer 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 withHeroku 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 withHeroku 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 withHeroku Marketing Cloud IoT Explorer General Loyal Urgent Community Mobile App with beacon A p E X Commerce Cloud 150 point
- 38. Mobile App withHeroku 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 withHeroku 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 withHeroku 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 IoTExplorer 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 IoTExplorer 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 IoTExplorer 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 IoTExplorer 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 IoTExplorer 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 IoTExplorer 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 IoTExplorer 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 IoTExplorer 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 IoTExplorer 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 IoTExplorer 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
- #3 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.
- #5 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.
- #6 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.
- #7 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.
- #8 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.
- #9 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.
- #10 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.
- #11 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.
- #12 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
- #13 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
- #14 IoT Explorer receives finish platform event and saves states and scores to related contact records for next campaign.