Salesforce Cross-Cloud Architecture

B2C & B2B Solution Architects
Salesforce Architecture xCloud
Certifications
• Sales Cloud
• Service Cloud
• Community Cloud
• B2B Commerce Cloud
Consulting skills:
• Transformation Digitale
• Salesforce Cross-Cloud Value
Maker
• Conception de processus
business
• Agile & DevOps Méthodologies
Dec 2020

Agenda
Lets get Presented!
1. Le besoin d'une Architecture x-Cloud
2. Un(e) Salesforce Solution Architect - quoi-quand-qui?
3. Trainings sur le Partner Learning Camp
4. Use case B2C: Marketing - Service - Commerce (point à point) / (Customer 360)
5. Use case B2B2C: Service-CPQ-FSL

1. Le besoin d'une Architecture cross Cloud

Le besoin d'une Architecture - design des expériences bout à bout et multi-Cloud
Alors que le parcours client
devient de plus en plus
complexe,
la vue unique du client est
de plus en plus clé.
La mise en œuvre de solutions
d'industrie nécessite de connecter
de bout en bout les éléments
critiques de l'expérience client
(des applis front jusqu'à celles du
back-office)
L'intégration de toutes les systèmes
clé dans une plateforme digitale est
nécessaire pour concevoir des
workflows intelligents, de bout en
bout dans d'entreprise, pour
meilleures donnés et une
productivité accrue .

2. Un(e) Salesforce Solution Architect - qui-
quoi-quand?

Par où dois-je
commencer ma
transformation digitale?
Comment Salesforce
aide-t-il à atteindre ces
objectifs?
De quelles fonctions
métier de base ai-je
besoin?
Quels sont les cas
d'utilisation et systèmes
nécessaires?
Comment implémenter
un use case?
Thought
Leadership
How Petco addressed
data challenges to
deliver connected
experiences
Change
Management
How to Build One Team
around Your Customer
Reference
Architecture
Shows how Salesforce can
help you realize your digital
transformation goals
Business
Capability Map
Shows key business
functions you need to
achieve operational
excellence
Solution
Architecture &
Product Roadmap
Informs solution design by
showing you how a business
need is achieved with 2+
products
Solution Kit
Informs how you can to
implement a connected
customer experience
Examples Abandon
Cart Coupon
Redemption
Personalized Marketing
Recommendations
Mulesoft integration with
ERP, POS, PIM
Example Example
Example
Un(e) Solution Architect - qui quoi et quand?
B2C & B2B Solution Architect
Delivery Leadership
Génère de la valeur en préconisant les meilleures
pratiques d'implémentation multi-cloud basées sur
des connaissances d'implémentation de cas
d'utilisation Salesforce Customer 360 Vision and
Platform
Technical
Leadership
Fournir un leadership technique en
sélectionnant les fonctionnalités de
produit multi-cloud appropriées qui
correspondent le mieux à la vision et
aux objectifs de transformation d'une
entreprise
Business
Leadership
Faire preuve de leadership métier en guidant
les entreprises dans une solution multi-cloud
mettant l'accent sur la différenciation des
expériences client

Consultant
Admin
Developer
Architect
Ratio of Jobs
Un(e) architecte apportera moins
de retouches, moins de
mauvaises surprises, des
solutions performantes et une
dette technique réduite.
Un(e) Solution Architect - le marché de ces skills

3. Trainings sur le Partner Learning Camp,
parcours de certification

Des classes Multi-Cloud, Independents, par Cas d'utilisation
dans PLC (Partner Learning Camp)

Ecosystem of Architect Certifications
Certified Technical Architect
Certified Solution Architect
Multi-Cloud Capabilities (B2C & B2B)
Certified Enterprise Architect
Architect Credential Programs
COMING
SOON
NEW

4. Use case B2C:
Marketing - Commerce - Service Clouds
(point à point) / (Customer 360)

Le parcours client pour notre use case
Rachel sees an ad,
clicks on the link
Rachel browses
the online store
Rachel sees
personalized,
targeted ads in the
storefront
Rachel completes
the purchase with
guest checkout
Rachel receives an
electronic receipt
Rachel opts in for
promotional
messages for a
discount
Rachel needs to
change shipment
and calls customer
service
Rachel receives a
shipment
confirmation
with a targeted ad
Rachel shops for an
accessory, creates an
eCommerce profile
Agent locates
customer record
Agent Modifies
Order
Agent cross-sells jersey,
thanks Sam for being a
subscriber
Analyst Run Customer,
Loyalty Analysis
Consommat
eur inconnu
Consommat
eur Connu

Rachel browses
the online store
personalized,
targeted ads in the
Rachel completes
the purchase with
guest checkout
Rachel receives an
electronic receipt
Rachel opts in for
promotional
messages for a
discount
change shipment
and calls customer
service
Rachel shops for an
eCommerce proﬁle
customer record
Le parcours de point de vue Service Client
Unknown
Consumer Known
Consumer
Digital Engagement of
the Unknown Consumer
▪ Data Management Platforms
▪ Ad / Marketing Campaigns
Targeted Engagement of
the Known Consumer
▪ Honoring Privacy
▪ Consent conﬁrmation with a
targeted ad
▪ Data Lakes and Stewardship
▪ Loyalty Programs
▪ Lifetime Value
Customer Facing
Employee Engagement
▪ Support Desk Tools
▪ Customer Interaction
▪ Personalized Cross-Sell / Upsell
Order
Holistic Single
Source of Truth

Rachel sees
the purchase with
confirmation
Rachel shops for an
Agent locates
Le parcours à travers les 3 Sf Clouds derrière le parcours clientUnknown
Consumer
Known
Consumer
How do I structure
my MC Account -
what BUs do they
need?
How do I get customer
groups to work with Krux
ID? Do I real-time
segments?
How will they know this is
the right person?
console look like?
Is the customer on
change shipmenmt igrating soon?
Should we consider
Live MessagRea? chel needs toLightning? Are they
How do we handle
duplicates?
Which data is correct?
How do we pick a
winner?
What should the service How do we
authenticate into CC
from the Service
model / do we set up
sharing rules?
Should we be thinking
about a Customer
Is this Audience
Studio? Interaction
Studio? 3rd Party
Served?
Should we be
recommending
Rachel sees an adSo, cial Ads?
Do we need to
How big of an
impact will Ad
blockers have on
our ROI?
How are we
handling coupon
generation?
personalizeWd,ill Marketing
Cloud need to know
support Mobile
Push?
What will the CC
environment look
like?
Do we need PredictivRe
Which Einstein Recs
will I use? How do I
explain the
Rachel completedsifference?
Which email
addresses to I
need to validate
for sending?
Do I need to build a
custom preference
Do we need to havaend calls customer
approval workflows
for emails?
Authentication
Package?
Do I create a record in
SC? What type of record
do I need to
use?
Do I need a Sender
servicS
ehould we look at
chatbots?
How do we model out
the product catalog to
find related products?
fit?
Do we need
Order on Behalf
Of?
Does this kick off a Loyalty
Journey or CSAT case
Journey?
What other CC
integrations are
needed or used
today?
How are we tracking
her without a
profile?
How will I set a
subscriber key for a
guest checkout?
sent from CC or MC? Or
SC?
How quickly does the
this email?
Which team is designing
When do I start
worrying about IP
Warmup?
How do I get the latest
shipment status to CC or
MC?
that I can hook into? Do I
need Mulesoft?
Does my OMS have APIs
Does my
w
O
i
M
th
S
a
ha
t
v
a
e
rg
A
e
P
t
I
e
s
d adthat I can hook into?
Do I need Mulesoft?
If I don’t have a CC
profile yet, how do I
maintain customer
registered profiles?
Does engagement data
need to persist in several
places?
How much storage
do we have to work
with in SC?

Commencer par focus sur les cas d'utilisation clé pour un parcour réussi…
Service Cloud Marketing Cloud
Commerce Cloud
Agent Productivity Campaign Results
Improved Conversion Rates
View Customer History
Order on Behalf of
Customer
Abandon Cart
Personalized Recommendations
Order Confirmation Email
Personalized Offers/Coupons

Les proﬁls de Rachel n'ont pas d'identifiant commun a travers des 3 Clouds

Conceptual Master
Record
Data Events, Actions and
Volume - Key Topics

Determiner les briques pour ce Cross-Cloud use-case
Customer
Resolution
Strategy
Data
Strategy
Profile
Orchestration
Cross Cloud
Connectors
Cross Cloud
Use Cases
Master Record
Common Identifier
Data
Events
Data
Actions
Data
Volume
Persistent vs.
Federated Data

Marketing Cloud
Actionable
Segmentation
Subscription
Management
Subscriber Key
Marketing and Commerce Connectors
Salesforce CRM Platform
Primary Key DBOR: Case History Loyalty
Customer Profile Order History Process / Workflow
DBOR: Engagement Data
Loyalty
Status
Commerce Cloud
Order Details
Inventory and
Availability
Customer Number
DBOR: Customer Profile
Promotion
Eligibility
Trouver le Client! (le Primary Key pour une Vue unique client)

Marketing Cloud Connect
B2C Commerce to
Marketing Cloud Connector
Marketing Cloud
Journey and engagement via messaging
channels
Engagement Data Contact Data
Data Strategy en Pratique: Commerce et Service
Intégré via le connecteur Cloud B2C Commerce - Service
Contact
Jerry Seinfeld
jseinfeld@vandelayindustries.com
Name
Email
0010b0002k1rdpaafSubscribe
r
Key
Service CloudSalesforce B2C Commerce
Personalizing the storefront content and
shopping experience
One customer view for Service including
profiles, cases, and orders
B2C Commerce to
Service Cloud Connector
Jerry Seinfeld
jerry.seinfeld
00120123
axny5df93pdfxu24s1sz
Name
Email
UserName
CustomerNo
CustomerID
Customer Profile Contact / Person Account
Jerry Seinfeld
Name
Email
jerry.seinfeld
00120123
CC_UserName
CC_CustNo
CC_CustID
0010b0002k1rdpaafSC_ContactID
ContactID 0010b0002k1rdpaaf

Jerry Seinfeld
jerry.seinfeld
00120123
Name
Email
UserName
CustomerNo
CustomerID
Customer Profile
B2C Commerce to
Salesforce B2C Commerce
shopping experience
B2C Commerce to
Data Strategy en Pratique: Service et Marketing
Intégré via le connecteur Marketing Cloud
Contact / Person Account
Jerry Seinfeld
Name
Email
jerry.seinfeld
00120123
CC_UserName
CC_CustNo
CC_CustID
Marketing Cloud
channels
Service Cloud
Contact
Jerry Seinfeld
Name
Email
0010b0002k1rdpaafSubscriber
Key

Contact / Person Account
Jerry Seinfeld
jerry.seinfeld
00120123
Service Cloud
B2C Commerce to
Data Strategy en Pratique: Commerce et Marketing
Intégré via le connecteur B2C Commerce Marketing Cloud
Salesforce B2C Commerce
shopping experience
Jerry Seinfeld
jerry.seinfeld
00120123
Name
Email
UserName
CustomerNo
CustomerID
Customer Profile
Name
Email
CC_UserName
CC_CustNo
CC_CustID
B2C Commerce to
Marketing Cloud
channels
Contact
Jerry Seinfeld
Name
Email
0010b0002k1rdpaafSubscriber
Key

B2C Commerce to
Service CloudSalesforce B2C CommerceMarketing Cloud
channels
shopping experience
B2C Commerce to
Data Strategy en Pratique:
Exploiter le Service Cloud ContactID en tant qu'identifiant client commun
Jerry Seinfeld
jerry.seinfeld
00120123
Name
Email
UserName
CustomerNo
CustomerID
Customer Profile Contact / Person Account
Jerry Seinfeld
0010b0002k1rdpaaf
Name
Email
ContactID
jerry.seinfeld
00120123
CC_UserName
CC_CustNo
CC_CustID
Contact
Jerry Seinfeld
0010b0002k1rdpaaf
Name
Email
Subscriber
Key

Customers aren’t always starting with a clean slate...
D'autres recommendation et scenario Primary Key
Has Adds Key Recommendations Considerations
SC MC ● Use the Contact ID as MC Contact Key
● Storage, Volume and User License considerations
● Lead ID can work but will result in separate
primary records in other Clouds
SC CC ● Map CC Customer ID to SC Contact ID
● CC Customer ID is still CC’s unique ID for the
profile, but storing SC Contact ID will future-proof
the integration with MC
MC CC
● Continue using the Existing MC Keys
● Add a CC field with MC Contact Key
● No migration required for existing MC
Subscribers
● Consider CC customer -> MC subscriber data flow
implications on design
● Consider challenges with Direct Imports to MC if
no 3rd Party ID exists for that contact yet
MC + CC SC
● Add a CC field with SC Contact ID
● MC Subkey Migration OR Lose Customer Data
and start fresh
● MC Subkey Migration requires Professional
Services, results in sending outages during
process
● Spend time in Discovery to determine whether
lost data would be problematic
● Discovery around Customer Business Workflows
to avoid future fractured-data (eg., MC Imports)
MC SC
● MC Subkey Migration OR Lose Customer Data
and start fresh

Approche Alternative:
Customer 360 Platform and Data Manager Product
▪ Créez des profils globaux à partir des données clients de Salesforce et de tiers
▪ Utilisez le Global Party ID comme clé pour identifier les clients en tant qu'individus
▪ Créez des expériences client en exploitant les données d'engagement via la fédération

Le parcours client
Rachel sees an ad,
clicks on the link
Rachel browses
the online store
Rachel sees
personalized,
targeted ads in the
storefront
Rachel completes
the purchase with
guest checkout
Rachel receives an
electronic receipt
Rachel opts in for
promotional
messages for a
discount
Rachel needs to
change shipment
and calls customer
service
Rachel receives a
shipment
confirmation
with a targeted ad
Rachel shops for an
eCommerce profile
Agent locates
customer record
Agent Modifies
Order
Agent cross-sells jersey,
thanks Sam for being a
subscriber
Analyst Run Customer,
Loyalty Analysis
Consommat
eur inconnu
Consommat
eur Connu

External IDs = Lineage Records
Channel Address = Contact
Database of Record (DBOR)
Consider the Role of Each Cloud in Defining Attributes of the
“Individual”
Les proﬁls de Rachel n'ont pas d'identifiant commun a travers des 3 Clouds

First Name
Name
firstName
FirstName
Cloud Information Model
First Name Name
Modèle de données commun pour permettre
l'échange de données entre différentes
applications et clouds
Définit les objets et les champs standard vers
lesquels / à partir desquels mapper et
consommer des données
CIM traduit une requête «unique» pour
atteindre dans des systèmes mappés
CIM
S
C
C
C
Le Global Party ID Permet Data Federation
Data Federation Service

Resolution Global Party ID
Holistic Order
History
Holistic Case
History
Holistic
Marketing
Response
Global Party ID: X910A350
003e000001GICMnAAPContactID
Data Federation & Synchronization
00111908CustomerNo
004e000002FICMnAANContactID
Multiple
Salesforce
Proﬁle
Records

Employee
requests
customer data
Requests data from
Customer 360
Data Manager
Secure access
to data
outside of
Salesforce
Customer 360
Data Manager
Identity and
Global Proﬁle
Provides single ID and
reconciled proﬁle
Data Manager Services
(Data Federation)
Queries all connected systems
Cloud
Information Model
Single schema representation
External Data
Responds with data from
mapped systems for the
individual
Responds with data from
mapped systems for the
individual
Utiliser Global Party ID pour interroger les données client

Global Customer Profile
Enable Service Agents with a trustworthy view of
their customer’s profile details
Einstein Analytics Lens
Declaratively create embeddable EA insights that
reflect global profile-based analytics
ServiceCloud
Customer Shopping View
Customized view developed leveraging the
Global Party ID via LWCs, Connectors, and
Commerce Cloud APIs
Ce que ca donne sur la console Srv Cloud et pour l'expérience employé SAV

4. Use case B2B:
Unifier l'expérience à travers Service-CPQ-FSL

Service Cloud, Configure Price Quote, Field Service
Object Model: the data flow

Parcours Quote to Installation Parcours Break-ﬁx

SoﬁaAlmaStr
awleyLloyd
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Salesforce Cross-Cloud Architecture

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Salesforce Cross-Cloud Architecture