The Salesforce B2C Commerce to Service Cloud Connector is a Salesforce Labs project that facilitates the integration between Salesforce B2C Commerce and Service Clouds. The labs project provides a framework to integrating these two clouds leveraging public REST APIs to share and synchronize data between the two clouds.
This section provides a high-level summary of the purpose and architectural structure of the Salesforce B2C Commerce and Service Cloud Integrations.
The service-cloud-connector enables the viewing and management of Salesforce B2C Commerce case, customer, order, shipment, and payment data in Service Cloud via a CRM style single view of the customer. These features facilitate the data synchronization of customers, customer addresses, orders, order line items, shipments, and payments between Salesforce B2C Commerce and Service Cloud via a collection of REST services provided by both clouds.
The Commerce-to-Service Connector uses the Salesforce B2C Commerce Open Commerce API (OCAPI) and a series of Service Cloud enabled REST services to 'announce' to Service Cloud when relevant data objects in Salesforce B2C Commerce have been created or modified. Through these announcements, Service Cloud requests the identified data objects (ex. customers or orders) via OCAPI -- and then ingest elements of those data objects to create Service Cloud representations.
This integration is an 'above the API' integration achieved via REST services -- and is not a low-level platform integration.
The following high-level features are supported by the service-cloud-connector:
- Submit cases for anonymous and registered storefront customers from a Salesforce B2C Storefront
- Retrieve the details for a specific case from Service Cloud
- Retrieve all the cases associated to a storefront customer represented in Service Cloud
- Synchronization of registered Salesforce B2C Commerce customer profiles and profile-specific addresses between Service and Commerce Clouds
- Synchronization of placed Salesforce B2C Commerce order data between Service and Commerce Clouds
- Two CRM and Call Center style applications in Service Cloud through which customer, case, and order information can be viewed
The service-cloud-connector will require a combination of installation, configuration, and customization to both the Salesforce B2C Commerce storefront and Service Cloud to fully realize the complete feature-set.
Unlike other Salesforce Connectors, the service-cloud-connector is not a 'plug and play' solution -- and should be thought of as an implementation framework to enable common service-for-commerce use cases. As service tends to be highly customized from brand to brand, teams should expect to customize their initial implementation of the service-cloud-connector to meet the specific needs of each brand. The documentation outlined in this page explains the implementation pre-requisites, installation instructions, configuration requirements, and the specific customizations necessary to fully enable the service-cloud-connector feature-set.
This section outlines the different documentation available -- explaining how to install, configure, and extend the Salesforce Labs project.
Release notes and links to issue tickets delivered per release are captured in the connector's release notes. Please review this section as well as our known open issues list to understand which issues have been addressed with a given release, as well as the known issues that exist with the service-cloud-connector.
The service-cloud-connector supports a specific collection of use-cases that facilitate the synchronization of customer, customer address, and order details between Salesforce B2C Commerce and Service Cloud. Please review this section for details on each supported use-case including caveats and considerations.
This section provides guidance on how to configure Service Cloud to support the service-cloud-connector feature-set. Instructions include configuration settings, the installation of the deployment package, credential definition, and custom setting updates.
With the base service-cloud-connector configuration completed, the data objects leveraged by the connector can be customized for customer-specific operation. This section with provide guidance on what objects are leveraged and the minimal configuration necessary of these objects to support the service-cloud-connector use cases.
The service-cloud-connector creates two Lightning Applications (CRM and Contact Center). This section provides guidance on how to customize these applications to include additional Salesforce object properties. It also provides guidance on the Lightning and Visualforce components that are added to create the CRM and Contact Center views.
This section provides guidance on how to configure Salesforce B2C Commerce to support the service-cloud-connector feature-set. Instructions include importing and configuring site preferences, custom object definition, required services, and OCAPI Shop and DATA API resources.
With the Salesforce B2C Commerce configuration complete, you now can setup the int_service_cloud cartridge and configure the scheduled jobs use synchronize Salesforce B2C Commerce customer and order data with Service Cloud.
With the int_service_cloud cartridge installed and the synchronization jobs configured, you can now extend your storefront code to include the hooks and customizations required to implement the service-cloud-connector feature-set. This section will provide guidance on enabling case creation, customer, and order synchronization.
With the int_service_cloud cartridge installed and the synchronization jobs configured, you can now extend your storefront code to include the hooks and customizations required to implement the service-cloud-connector feature-set. This section will provide guidance on enabling case creation, customer, and order synchronization.
With both Service Cloud and Salesforce B2C Commerce configured, you can use Postman to validate that each cloud can accept authenticated REST requests from the other. This page provides guidance on how to test each cloud's configuration, and will walk readers through the setup of the Postman Service Cloud Connector Test Suite.
This section provides guidance on how to monitor the execution of the REST communication between Salesforce B2C Commerce and Service Cloud. Included is guidance on monitoring log-files, troubleshooting cross-cloud interactions, and how to search log-files for keywords pointing to faults and exceptions that occur in Service Cloud and Salesforce B2C Commerce.
As a Salesforce Labs project, Salesforce does not provide support for this application.
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