2
Supporting Your Customers with Service Cloud
Service Cloud, along with B2C Commerce and Marketing Cloud, is a component of the Customer 360 ecosystem and a major subject of the B2C Solution Architect certification. We’ll cover the key capabilities of Service Cloud and how it builds upon the Lightning Platform capabilities discussed in Chapter 1, De-Mystifying Salesforce. Since Service Cloud is a Lightning Platform-based product, everything we discussed as a capability of the Lightning Platform is also available with Service Cloud and then some. The first part of this chapter focuses on the capabilities an organization gains by adding Service Cloud to their overall solution.
As you’ll see in Chapter 9, Creating a 360° View of the Customer
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