Salesforce B2C Solution Architect

A B2C estate spans several Salesforce clouds that release on their own schedules. You plan how teams, environments and releases are governed across products so that one product’s change does not break another.

• Governance across commerce, marketing and service
• Environments per product and how they connect
• Release coordination between products
• Ownership of shared data and configuration
• Testing journeys that cross products
• Handing the estate to the customer’s team

You build A governance and release model for a customer with three products.

Every shopper touches several systems. You separate systems of record from systems of engagement, place each Salesforce product and third-party tool on that map, and see where data duplicates by design.

• Systems of record and systems of engagement
• Where each B2C product sits in the landscape
• Third-party systems around a retailer or brand
• Where data legitimately duplicates
• Drawing a B2C landscape diagram
• Spotting gaps and overlaps

You build A landscape diagram that marks the system of record for each customer data set.

Commerce is where intent turns into revenue. You recommend B2C Commerce capabilities for catalog, search, promotions and checkout, and tie each to a business outcome the customer cares about.

• Catalogs, products and price books
• Search, merchandising and navigation
• Promotions and campaigns in the storefront
• Checkout, payment and tax
• Order management and fulfillment touchpoints
• Linking capabilities to business value

You build A capability-to-outcome table for one retailer’s commerce needs.

Marketing brings shoppers in and keeps them. You recommend Marketing Cloud and personalization capabilities for audiences, journeys and messages, and judge what each needs from the data underneath.

• Audiences, segments and journeys
• Email, mobile and advertising channels
• Personalization on site and in messages
• Content and campaign management
• Measuring marketing results
• What marketing capabilities need from the data layer

You build A marketing capability recommendation tied to three customer segments.

The relationship starts after checkout. You recommend service and loyalty capabilities for support, returns, retention and rewards, and show how they use order and profile data to keep customers.

• Agentforce Service for shoppers
• Returns, exchanges and order issues
• Loyalty programs and member data
• Retention and win-back journeys
• Post-purchase communication
• Measuring the post-purchase experience

You build A post-purchase experience design that joins service, loyalty and communication.

A journey is only as strong as its weakest handoff. You trace a shopper from discovery to repeat purchase and show how each Salesforce product and third-party system takes its turn.

• Mapping touchpoints from discovery to repeat purchase
• Assigning each step to a product or system
• Handoffs and the data they carry
• Anonymous and known shoppers
• Cross-device and cross-channel behavior
• Testing a journey end to end

You build An end-to-end journey diagram that names the system behind each step.

Personalization depends on one trusted view of each shopper. You design how a customer data platform builds unified profiles and activates them, and how data residency rules limit where that data may live.

• Unified customer profiles and identity resolution
• Segmentation and activation
• Feeding personalization from profile data
• Data residency and regional constraints
• What stays in commerce and what moves to the platform
• Quality problems that break personalization

You build A customer data design that unifies profiles and respects residency rules.

Profile, order and product data lives in different systems with different shapes. You relate the entities between commerce, CRM and marketing, and decide which system owns each field.

• Customer profile entities across systems
• Order and order line models
• Product, catalog and price data
• Mapping fields between commerce and CRM
• Keys and identifiers that join systems
• Documenting ownership of each entity

You build An entity map that relates profile, order and product data across three systems.

Consumer data brings legal duties and big numbers. You plan consent and erasure handling, design for high volumes of orders and events, and plan how customer and order history moves from old systems.

• Consent capture and preference management
• Access and erasure requests across systems
• High-volume order and event data
• Retention and archiving of order history
• Migrating customers, orders and catalogs
• Keeping migrated profiles from duplicating

You build A privacy and migration plan for a retailer moving to a new commerce platform.

Products only feel like one when their data moves cleanly. You choose patterns and APIs to connect commerce, CRM, service and marketing, weigh real-time against batch, and plan for failure between them.

• Real-time and batch flows between products
• Commerce APIs and webhooks
• Connecting commerce to the CRM
• Connecting commerce to Marketing Cloud
• Connecting Agentforce Service to order data
• Error handling and replay between products

You build An integration design that connects commerce, marketing and service, with failure paths.

Shoppers and staff both need safe access to several products. You design customer sign-in and session security, single sign-on for staff, and the controls that protect payment and personal data.

• Customer sign-in, registration and social login
• Single sign-on for staff across products
• Securing API access between products
• Protecting payment and personal data
• Roles and permissions per product
• Auditing access across the estate

You build A security design for customer and staff access across the B2C estate.

Take a brand’s brief and produce the end-state architecture: journeys, products, data, integration and security. You present it to a sponsor and defend the choices on value, risk and delivery.

• Reading the brand’s brief and goals
• Choosing products for each journey step
• Designing data, integration and security
• Planning governance and delivery
• Presenting and defending the architecture

You build A complete end-state B2C architecture for one brand, with its roadmap.