Sitecore for Salesforce® Use Cases

Sharing marketing data with your sales team helps them start and maintain a contextual conversation with the customer, and Salesforce contains a wealth of data that Sitecore can use to create a focused and personalized visitor experience. As separate entities, your systems lack the full potential to acquire new and attract repeat business. S4S opens up a world of new possibilities - some typical uses cases are listed below.

Case 1 - Salesforce contact created from a Sitecore web form

  • Dave, a Sitecore administrator, creates a web form using the form builder wizard.
  • Dave uses the S4S Mapping Wizard to map each form field to its contact field equivalent in Salesforce.
  • Visitor, Susan, fills out the form on the website. She also uses the form to upload a document.
  • When Susan submits the form a new Salesforce contact is created and populated with the form data. The document is attached to the contact record.
  • The contact record is populated with Susan's experience analytics that has tracked her behavior since she first visited the website.
  • Sitecore forms can be mapped to other Salesforce objects like leads, cases, opportunities or custom objects.

Case 2 - Sales team changes the experience of Sitecore website visitors

  • Prospect, Mike, comes to the website as an unknown visitor.
  • Mike triggers several Sitecore goals then submits a web form.
  • Using S4S, a lead record is created in Salesforce.
  • Mike's goals, pages visited, page durations, Sitecore pattern data and more are exposed in the new record.
  • Geolocation lookup also shows Mike's location in Salesforce.
  • Bram, a member of the sales team, views the analytics data and armed with this information, speaks to Mike and learns even more about his interests.
  • Bram adjusts the Sitecore profile and pattern keys in Salesforce so the next time Mike visits the website he has a more relevant experience.

Case 3 - Web-to-Custom object capture from a Sitecore Apply Now form

  • Candidate, Peter, fills out an Apply Now web form on the website.
  • Using S4S, a custom "applicants" record is created in Salesforce populated with the form data.

Case 4 - Show Salesforce reports on the Sitecore website

  • Customer, Susan, visits the website and navigates to the reports page.
  • Susan selects and views the required Salesforce report.

Case 5 - Salesforce campaign members sent emails from Sitecore EXM

  • Dave, a Sitecore administrator, uses S4S List Builder to import the members of a Salesforce® campaign into a Sitecore Contact List.
  • Using Sitecore EXM, he creates a new email campaign and attaches the Contact List to the campaign as a recipient list.

The following cases use the included Security Connector module.

Case 6 - Salesforce contacts are Sitecore Users

  • Contact, John, logs into the website using credentials stored in his Salesforce contact record.
  • John's Sitecore role can also be set in his Salesforce contact record.
  • In Sitecore, John appears as a normal Sitecore user even though his membership and profile information is stored in Salesforce.
  • Salesforce leads can also be assigned as Sitecore users in the same way.

Case 7 - Salesforce contact details updated from the Sitecore website

  • Contact, John, logs into the website and edits his personal information.
  • Using S4S, John's contact details in Salesforce are transparently updated.

Case 8 - Website users view Salesforce documents

  • Bram logs into the website and navigates to a Show Files page. He sees this page because of his "Sales" role set in Salesforce.
  • Bram clicks the “Show All Documents” button.
  • Using S4S, Salesforce documents are listed.
  • Bram clicks on one file, which contains product prices, and it opens with its associated program.

Case 9 - Sitecore users see forms pre-populated from Salesforce

  • Field Engineer, Daniel, visits the website, logs in and navigates to the Technical Support page.
  • He sees this page because of his role set in Salesforce.
  • His companies customers are listed based on a report from Salesforce.
  • He selects a customer and navigates to the list of products the customer uses. S4S has pulled this information from Salesforce.

Case 10 - Marketers drive customer website experience from Salesforce

  • Bram is a salesman who wants Susan, a customer, to buy a widget.
  • Bram goes to Susan's Salesforce contact record and selects the widget from a drop down list.
  • Later, Susan logs into the website. Her home page is now the widget page.
  • Her Sitecore profile equates to her Salesforce contact record so the website behaves accordingly.
  • The website will assign high values to the widget and render promotions for this product.

S4S EXM Use Cases

The S4S List Builder (see Case 5 above) is included with S4S, however, some businesses require the Sitecore email analytics to be pushed into Salesforce. The S4S EXM module is used to achieve this. 

Case 11 - Mike opens an email sent from Sitecore EXM and clicks on a link to opt out of all future emails.

  • The opt out status is recorded in the Sitecore xDB database.
  • A scheduled event uses the S4S EXM module to update Mikes lead record in Salesforce showing he has opted out of all emails. 

Case 12 - Mike opens an email sent from Sitecore EXM and clicks on a link to opt out of only this email campaign.

  • The campaign level opt out status is recorded in the Sitecore xDB database.
  • A scheduled event uses the S4S EXM module to update the opt out status of the campaign line item in the Sitecore EXM object related to Mikes lead record in Salesforce.
  • Salesforce reports can be used to expose the opt outs for the entire Sitecore campaign. 

 

Case 13 - Mike opens an email sent from Sitecore EXM and clicks on a link to open the sender's Sitecore website. He then browses the website looking for items of interest. In doing so, Sitecore personalizes his experience and he triggers a number of goals.

  • The email click-through action is recorded in the Sitecore xDB database.
  • The website behavior (goals and personas) is recorded in the Sitecore xDB database.
  • A scheduled event uses the S4S EXM module to add the click-through event to the campaign line item in the Sitecore EXM object related to Mikes Salesforce lead record.
  • A second event updates the Sitecore analytics section in Mikes Salesforce lead record with his browsing behavior and shows the Sitecore campaign that it was associated with.
  • Salesforce reports can be used to determine the success of the campaign and capture import leads based on their browsing behavior.

S4S Data Store Use Cases

If your Sitecore to Salesforce connection is "mission critical" the S4S Data Store module is available to sync Salesforce objects to a local instance of MongoDB. This optional module uses our M4S engine to trick Sitecore into thinking Salesforce is permanently available. 

Case 12 - Customer logs into the Sitecore website when Salesforce in offline

  • Salesforce is unavailable.
  • Contact, John, logs into the website using credentials stored in his Salesforce contact record.
  • John can log in because his credentials are replicated in the local instance of MongoDB.

There are many other use cases and advantages to using the S4S Data Store.  

 

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