DF21 NTO Blueprints

Salesforce Design

Salesforce Single Org Architecture

This diagram details the architecture of a single Salesforce instance deployed centrally with business apps configured locally by each business unit.

Business Units Marketing

B2C Sales

Automation

AI

Data

Bots

Reports & Dashboards

Apps Privacy

Low Code Pro Code

B2B Sales

Customer Service

Channel Management

Salesforce

Global NTO customer data Standardized NTO processes Single sign on NTO shared apps Business Unit custom apps

Experience

Templates Themes & Branding CMS Personalization

Sales

Contacts Leads & Opportunities Activities Pipeline & Forecasts

Platform Services

Service

Agent Workspace Cases Knowledge Telephony, Omni-Channel

Customer Data Platform

Unified Profile Segmentation Channel Data

Digital-First Operating Model

This diagram details how a Unification operating model is guided by a Center of Excellence acting as the bridge between business and IT.

Executive Steering Committee

Budgets and approvals

Center of Excellence

Functional Leadership Business outcomes Change management Training & development

Technical Leadership Architectural review Release management Data stewardship

App Team 1

Delivery Team Capabilities

Information Technology (IT) Data Governance

Security

Development

Admin

Apps

Release Mgmt

App Team 2

Delivery Team Capabilities

App Team n

Delivery Team Capabilities

Service Delivery

Authentication

Business Capability Map

This diagram details business capabilities that are part of NTO's long term transformational vision along with high level product positioning

Slack Sales Service

Marketing Commerce Analytics

Integration Platform Industries

Health

Success

Sustainability

Partners

Business Drivers

Act with data and analytics

Drive awareness and acquisition

Meet shoppers where they are

Grow customers into fans

Reimagine the role of the store and associate

Awareness & Acquisition

Marketing Strategy Acquisition Segmentation Activation Audience Management Journey Management

Personalization & Experience

Offer Management 1:1 Personalized Communications Digital Experience Content Management Loyalty Management

Payments & Order Management

Digital Commerce Order Lifecycle Management Order Orchestration Order Fulfillment Returns & Exchanges

Customer Service

Any Channel Service Voice of the Customer Surveys Appointments Consultations Field Service

Merchandising & Supply Chain

Merchandise Mgmt Pricing & Promotion Inventory Management Supply Chain Mgmt

Salesforce Customer 360

System Landscape

This diagram shows what systems will support the capabilities in the capability map and describes how systems will be integrated.

Commerce

Salesforce Experience

Marketing

Mulesoft

Data IoT

Dev Streams

Privacy Custom

LowCode

Orchestration

Apps

Automation

CDP

Sales

Platform Services

Service

Slack Tableau

External Systems Inventory

Finance

Fulfillment

On-Premise

Microservices

Bi-Directional Event Communication

This diagram shows a bi-directional event stream between Salesforce and an external service running on AWS. This flow does not utilize new Pub/Sub API and AWS connections, and reflects the reality of older implementations.

Salesforce Event Bus

Salesforce

Platform APIs

Streaming API REST API

Platform Services

1. CDC event delivered

4. Platform Event published

CometD Client Custom Event Listener Custom Event Publisher

2. Event consumed

3. Event from Shipping App

Amazon Web Services Shipping App

Bi-Directional Events with Salesforce & AWS

This diagram shows a bi-directional event stream between Salesforce and an external service running on AWS. This flow shows an implementation using the Salesforce's new event relays and AWS triggered event functionality.

Salesforce Event Bus Salesforce Event Relay

Salesforce

Platform APIs

Pub/Sub API Platform Services

1. CDC events delivered 2. Platform Events published

Amazon Web Services EventBridge

Shipping SAeprpvice

VIP Customer Personalization Flow

This details the customer experience personalization provided by Marketing Cloud and driven by the Customer Data Platform. Mulesoft orchestrates integrations to back-end systems, Slack connects everyone on the team, and Marketing Cloud closes the loop with a VIP customer journey.

Experience

Community Commerce Payments

Microsites

Content Zones Themes Mobile

Interaction Studio

Interaction streams

1

3

Affinity & intent

Behavioral analytics

Real-time Interaction Management

2

Salesforce CMS

Content Assets

Personalized Digital Experiences

Personalization CMS Privacy

SSOT Segments Analytics

Salesforce

Customer Data Platform (CDP)

Data Streams Data Model (CIM) Unified Profile Calculated Insights Segmentation Activations

Collect & Unify Customer Data

Platform Services

AI Low Code Channels

Automation Apps Streams

Marketing Cloud

Journeys

4

Personalized Communications

5

Integration

6

Inventory Management

Shipping

7

Slack

8

 ................
................

In order to avoid copyright disputes, this page is only a partial summary.

Google Online Preview   Download