Table of Contents
Preface
Part 1: Customer 360 Component Products
1
De-Mystifying Salesforce
Learning the language: Salesforce and Customer 360
The Lightning Platform
The Salesforce ecosystem
Customer 360 evolution
B2C solution architecture focus areas
Introducing the Lightning Platform
Salesforce Orgs
Data model
Security
User experience customization
Flow
Approval Processes
AppExchange
Reports and dashboards
Additional technology stacks
The Lightning Platform and beyond
Integrating external technology into the solution
Acquisitions and legacy terminology
Summary
Questions
Further reading
2
Supporting Your Customers with Service Cloud
Service Cloud capabilities
Service Cloud editions
Service Console
Customer support
Knowledge
Service Contracts ...
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