Overview

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Explore the essential building blocks of Salesforce B2C architecture, including Customer 360, Service Cloud, B2C Commerce, Marketing Cloud, and Data Cloud. Gain a comprehensive understanding of the core capabilities and data models that power unified customer experiences. This course introduces the foundational concepts of Salesforce B2C solution architecture, focusing on how Customer 360 brings together key Salesforce clouds to support direct-to-consumer business models. Learners will examine the features, data models, and integration points of Service Cloud, B2C Commerce, Marketing Cloud, and Data Cloud, building a solid base for designing effective customer-centric solutions. By the end of the course, participants will be able to articulate the roles and capabilities of each cloud and understand how they interconnect to deliver seamless customer journeys. Through clear explanations, real-world examples, and knowledge checks, this course guides learners step-by-step through the core Salesforce B2C clouds and their integration within Customer 360. The content is structured to build conceptual understanding and practical insight for technical professionals. This course is part one of a three-course Specialization designed to build a complete and cohesive understanding of the subject. While it offers valuable skills on its own, you'll gain the most benefit by progressing through all three courses as a structured learning journey. This course is based on Salesforce B2C Solution Architect's Handbook, by Mike King and Melissa Murphy. Packt is one of the world's most prolific publishers of cutting-edge technical content. For over two decades we've made it our mission to curate and publish the knowledge of only the very best technical experts. We focus on real-world courses that help our customers get the job done, with coverage that extends across a wide range of established and cutting-edge technical topics. If you're an individual or an organisation that embraces learning by doing, Packt is the perfect fit for you.

Syllabus

De-Mystifying Salesforce
- This module provides an in-depth exploration of the Salesforce ecosystem, focusing on key components like the Lightning Platform, Customer 360, and external integrations. Learners will gain a clear understanding of how to leverage Salesforce tools for business solutions, including custom objects, approval processes, and external data sources.
Supporting Your Customers with Service Cloud
- This module provides an in-depth look at Service Cloud's integration with the Lightning Platform, focusing on its data model, API strategies, and customer support tools. Learners will gain the skills needed to design and implement scalable service solutions for B2C environments. It covers key capabilities such as case management, chat support, and knowledge management.
Direct-to-Consumer Selling with B2C Commerce
- This module introduces learners to B2C Commerce, covering its capabilities, data model, integration strategies, and system access controls. It explores how merchants can configure and manage storefronts, use APIs, and leverage partner solutions to support direct-to-consumer sales. Learners will gain a comprehensive understanding of the tools and processes used in B2C commerce environments.
Engaging Customers with Marketing Cloud
- This module provides a comprehensive overview of Marketing Cloud Engagement, covering its core components, integration strategies, and design principles for effective customer engagement. Learners will explore tools like Content Builder, Journey Builder, and Data Designer, and understand how to implement personalized marketing solutions. The module also examines best practices for integrating Marketing Cloud with other Salesforce platforms.
Know Your Customer with Data Cloud (DC)
- This module provides an in-depth exploration of Salesforce Data Cloud, focusing on its integration with B2C solutions, data modeling, transformation, identity resolution, and activation strategies. Learners will gain hands-on knowledge of configuring connectors, using match rules, and leveraging APIs for seamless data flow.