
Mastering Salesforce Experience Cloud
Description
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Persons
Lillie Beiting began her Salesforce experience in Fortune 500 companies such as General Motors, Stanley Black and Decker, and Anthem. For her expertise in Salesforce products, Beiting was recognized as a Salesforce Trailblazer and one of the 30 Marketers to Watch. She has spoken at multiple conferences and Salesforce events, notably at Dreamforce 2018. Beiting has contributed to the field of Data Ethics as a United Nations Delegate in Data Ethics in Sustainable Development Goals. She was also a contributing author for the first artificial intelligence ethics certification program, The Ethics Certification Program for Autonomous and Intelligent Systems (ECPAIS), from the Ethical Institute of Electrical and Electronics Engineers (IEEE). Rogers Rachel :
Rachel Rogers stumbled into a technology-first career when she was introduced to Salesforce. In a world driven by hyper-connectivity, she pushes to understand: what do we lose when we remove people from the equation? She has led multiple companies in the quest to curate technology with the people at its heart. Rachel spoke at Dreamforce from 2012 to 2018. In 2013, she was honored as a Salesforce MVP and was inducted into the Salesforce MVP Hall of Fame in 2019, recognizing her expertise and commitment to the Salesforce Community. She won the Lighting Bright Ideas Award, Data Driven Business Leader Award, and was the original Lightning Champion. In 2024, she was awarded the Honorable Listed as Who's Who in America 2024.
Content
- Cover
- Title Page
- Copyright and Credits
- Dedications
- Contributors
- Table of Contents
- Preface
- Part 1: Curating a Digital Experience Strategy
- Chapter 1: Defining Your Digital Experience Strategy
- Introducing Experience Cloud products
- Determining your Target Audience
- Identifying internal stakeholders
- Curating external advisory committees
- Understanding key interactions
- Determining success metrics
- Summary
- Chapter 2: Translating Your Audience and Interactions into Meaningful Technology Features
- Organizing and prioritizing feedback
- Identifying themes
- Connecting feedback to product features
- Identifying differences between Experience Cloud offerings
- Identifying the "why not"
- Summary
- Chapter 3: Technology Component Identification - Which Parts of Experience Cloud Do I Need?
- Aligning features to technology stacks
- Experience Cloud - Self-Service
- Experience Cloud - PRM
- Experience Cloud - content management system (CMS)
- Experience Cloud - business-to-business (B2B) commerce
- Experience Cloud - External Apps
- Narrowing down the optimal combination
- Service functions
- Sales functions
- Custom objects
- Tracking your digital experience strategy
- Summary
- Part 2: Infrastructure Setup to Support and Customize Design Strategy
- Chapter 4: Curating Data Models
- Connecting the data dots
- Standard objects
- Custom objects
- Designing for requested KPIs
- Identifying data sensitivity
- Deep dive into Target Audience data practices
- Curating an enterprise architecture map
- Marketing technologies
- Finance technologies
- IT systems
- Mapping it out
- Curating an ERD
- Licensure considerations
- Guide to reading the ERD tables
- Franchisee Experience Cloud ERD
- End Consumer Experience Cloud ERD
- Summary
- Chapter 5: Understanding Experience Cloud Templates
- Preliminary setup
- Enabling Digital Experiences
- Templates overview
- Customer templates
- Partner Central template
- Custom templates
- Understanding theming - declarative versus custom CSS
- Retired templates and template migrations
- Retired templates
- Template migrations
- Summary
- Chapter 6: When to Use Aura Components, Lightning Web Components, and Lightning Runtime Components
- Why are there three component types?
- Aura Components
- Features in Aura not yet available in LWC or LWRs
- Lightning Web Components
- LWC considerations
- Lightning Web Runtime Components
- Considerations
- When to switch from LWCs to LWRs
- Transitioning from Aura to Lightning
- When to make the move
- Transition considerations and preparation
- How to make a page with declarative components
- Summary
- Part 3: Human-Centric Development
- Chapter 7: Leveraging Screen Flows versus Apex
- Process use cases for a guided UX
- Salesforce Flow and Screen Flows
- Screen Flows
- Record-Triggered Flows
- Schedule-Trigger Flows
- Platform Event-Triggered Flows
- Autolaunched Flows
- Subflows
- Custom code - LWC, Apex, and CSS
- LWC
- Apex
- CSS
- When to use custom code and Salesforce Screen Flows
- When to use custom code instead of Salesforce Flow
- When to use a combination of custom code and Salesforce Flow
- Summary
- Chapter 8: Understanding Inputs - Emails, Chats, and Text Messages
- Communication leveraging Experience Cloud
- Implementing Salesforce Chat or third-party chat
- Implementing and managing Experience Cloud emails
- Implementing and managing text messaging
- Summary
- Chapter 9: Marketing Automation Setup
- Marketing Automation capabilities 101
- Salesforce CMS and dynamic content
- Setting up Salesforce CMS
- Salesforce CMS best practices
- Salesforce Marketing Cloud and Data Cloud integration
- Data Cloud
- Setting up Data Cloud
- Setting up SEO
- Robots.txt files, sitemaps, and indexing
- Exposing Salesforce objects
- SEO page properties
- AppExchange and third-party marketing tools
- Summary
- Chapter 10: Leveraging Case Management and Knowledge Bases
- Service Cloud - Case management
- Enabling service assets in Experience Cloud
- Partner Central template - native service option
- Customer Service template - native service option
- Help Center template - native service option
- Service Cloud - Knowledge setup
- Enabling Knowledge in Experience Cloud
- Summary
- Part 4: Site Launch
- Chapter 11: Security - Authentication, Data Sharing, and Encryption
- Defining your Experience Cloud data sharing model
- Experience Cloud guest user setup
- Authenticating users on your Experience Cloud site
- Setting up authenticated users
- Connected apps and SSO
- Unauthenticated user considerations
- CSP and Lightning Locker to combat XSS and clickjacking
- How to set a CSP
- Setting up Lightning Locker
- Enabling clickjack protection
- Encrypting your data and protecting your users
- HTTPS/TLS and classic encryption in Salesforce
- Protecting your users
- Setting up a cookie policy
- Summary
- Chapter 12: Monitoring Your Site - Salesforce Native Reporting
- Experience Cloud out-of-the-box reporting
- Dashboards inside My Workspaces
- Dashboards in Sales or Service Cloud
- Einstein Analytics (CRMA) Configurations
- Google Analytics and third-party web analytics
- Setting up reporting for your Experience Cloud users
- Native Salesforce reporting
- CRMA
- Summary
- Chapter 13: Site Launch, Maintenance, and Moderation
- Pre-launch activities
- Technical readiness
- Exploring site moderation and users
- User self-registration
- Specialty users
- User audits
- Understanding analytics and adopting best practices
- Adoption best practices
- Ongoing maintenance
- Summary
- Part 5: Certifications
- Chapter 14: Best Practices and Certification Test Preparation
- Understanding the test structure
- Answer key
- Sharing, visibility, and licensing
- Answer key
- Administration, setup, and configuration
- Answer key
- Adoption and analytics
- Answer key
- Customization considerations and limitations
- Answer key
- Branding, personalization, and content
- Answer key
- Final thoughts
- Index
- Other Books You May Enjoy
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- Tablet/Smartphone (Android; iOS): Install the free app Adobe Digital Editions or the app PocketBook (see eBook Help).
- E-reader: Bookeen, Kobo, Pocketbook, Sony, Tolino and many more (not Kindle).
The file format ePUB works well for novels and non-fiction books – i.e., 'flowing' text without complex layout. On an e-reader or smartphone, line and page breaks automatically adjust to fit the small displays.
This eBook does not use copy protection or Digital Rights Management
For more information, see our eBook Help page.