S4S Sitecore Web Form Use Cases
Case 1 - Salesforce lead is created from a Sitecore web form
- Marketer, Dave creates a web form using the Sitecore Launchpad form application
- Dave then uses the S4S Form Mapping Wizard to map each form field to the equivalent Salesforce lead field
- Later, Susan, a website visitor, fills out the form
- When Susan submits the form, a Salesforce lead is created and populated with the form data.
- Sitecore forms can be mapped to other Salesforce objects like contacts, cases, opportunities, and custom objects
Case 2 - Salesforce lead is created with Sitecore browsing analytics
- Marketer, Dave creates a web form using the Sitecore Launchpad form application
- Dave then uses the S4S Form Mapping Wizard to map each form field to the equivalent Salesforce lead field
- Dave checks the "Push Sitecore analytics" checkbox
- Later, Susan, a website visitor, fills out the form
- When Susan submits the form, a Salesforce lead is created and populated with the form data.
- The lead also contains Susan's Sitecore analytics that shows her behavior since she first visited the website
- Sales rep, Bram, uses the analytics intelligence to better understand Susan's nuances and state of mind before he calls her
Case 3 - Sales rep changes the experience of a Sitecore website visitor
- Visitor, Mike, arrives on the website for the first time and browses the site
- He submits a web form and S4S creates a new lead record in Salesforce
- The lead includes Sitecore analytics with Mike's visit count, goals, page visits, page durations, and Sitecore profile data
- Bram, a sales rep, views the browsing intelligence and prepares for a sales call
- During the call, Bram learns more about Mike's interests
- In the Salesforce lead, Bram adjusts the Sitecore profile and field values so Mike's current and future visits are more personalized
Case 4 - Sales rep augments a sales call using the Sitecore website
- Sales rep, Bram receives a phone query from Susan
- Bram asks Susan to visit the company website and recite the customer number displayed on the page footer. The number is also a weblink
- Susan responds with "4273", her unique session number
- In the S4S Now tab in Salesforce Bram views the current web sessions. He sees a line item labeled 4273
- Bram can see that Susan has been to the Sitecore website several times in the last two weeks
- He wants Susan to download a brochure so he pastes the URL into a text field and asks Susan to click on the 4273 link
- Susan is re-directed to the download URL. She views the brochure
- Susan is impressed and places an order. Bram clicks the "Create Contact" button on the line item labeled 4273
- He asks Susan for her details and enters them in her Salesforce contact record
Case 5 - Web-to-Custom object capture from a Sitecore Apply Now form
- Job applicant, Peter, completes an application form on the Sitecore website
- Using S4S, an "Applicant" record is created in Salesforce populated with the form data
Case 6 - Show Salesforce reports on the Sitecore website
- Customer, Susan, visits the Sitecore website and navigates to a reports page
- Susan selects and views a Salesforce report detailing the companies current shareholder allocation
S4S Sitecore Web Portal Use Cases
S4S includes the Security Connector module to support web portals.
Case 7 - Salesforce contacts are Sitecore Users
- Contact, John, logs in to view secure Sitecore pages using credentials stored in his Salesforce contact record
- John's Sitecore role is set in his contact record. John's role could be a:
- Customer accessing privileged content like special offers and deals
- Partner, student, or affiliate accessing private information
- Staff member accessing Salesforce data (similar to Salesforce Communities)
- In the Sitecore User Manager, John appears as a normal user even though his personal details are stored in Salesforce
Case 8 - Salesforce contact details updated from the Sitecore website
- Contact, John, logs into the Sitecore web portal, navigates to the "My Profile" page, and edits his personal information
- Using S4S, John's Salesforce contact record is immediately updated
Case 9 - Sitecore users edit Salesforce records
- Patricia is a part-time sales rep and needs to access some notes in a Salesforce record
- She is not a Salesforce user however she can create, view, update, and delete Salesforce records from within a Sitecore web portal
- To achieve this, Patricia has her own contact record in Salesforce. It contains her username and password to log into the portal
- Patricia logs into the Sitecore web portal and goes to the "Salesforce Records" page. It is visible because her role is "Sales" in her Salesforce contact record
- Patricia sees a list of Salesforce lead records. Using S4S, these records have been listed in the Sitecore web portal using a query
- She clicks a record, views the notes, makes an edit, and presses the Save button. S4S immediately updates the Salesforce lead
Case 10 - Sitecore users edit Salesforce records using reports
- Service Engineer, Daniel, logs into the Sitecore web portal
- The tabs and pages he sees are determined by his Sitecore "Engineer" role which has been set in his Salesforce contact record
- He goes to the Technical Support page and sees his customer list (driven by a Salesforce report)
- He selects a customer and navigates to the list of products the customer uses. S4S has pulled this product information from Salesforce
- He clicks a record, edits it, and presses the Save button. S4S immediately updates Salesforce
Case 11 - Sales team drive personalized content to Sitecore users
- Sales rep, Bram, wants his customer, Susan, to buy a widget
- Bram selects the widget from a drop-down list in Susan's Salesforce record
- Later, Susan logs into the Sitecore web portal and is landed on the widget page
- Her Sitecore profile is mapped from her Salesforce contact record so the website personalizes accordingly
S4S Sitecore EXM Use Cases
To support Sitecore EXM, the S4S List Builder is included with S4S. The optional S4S EXM module goes to the next level and pushes the Sitecore email analytics to Salesforce.
Case 12 - Salesforce campaign members sent emails from Sitecore EXM
- Marketer, Dave, uses S4S List Builder to import the members of a Salesforce campaign into a Sitecore Contact List
- Dave uses Sitecore EXM to create a new email campaign. He uses the Sitecore Contact List as a recipient list
Case 13 - Email recipient wants to opt-out of all future emails
- Recipient, Mike, opens an email sent from a Sitecore EXM campaign and clicks on a link to opt-out of all future emails
- The opt-out status is recorded in the Sitecore xDB database
- The S4S EXM scheduler updates Mike's Salesforce lead record showing he has opted out of all emails
Case 14 - Email recipient wants to opt-out of only one email campaign
- Recipient, Mike, opens an email sent from Sitecore EXM and clicks on a link to opt-out of only this email campaign
- A campaign level opt-out status is recorded in the Sitecore xDB database
- The S4S EXM scheduler updates the opt-out status of the Sitecore campaign related to Mike's lead record in Salesforce
- Salesforce reports can be used to show all the opt-outs for this Sitecore campaign
Case 15 - Recipient clicks on a link to open the sender's Sitecore website
- Recipient, Mike opens an email sent from Sitecore EXM and clicks on a link to open a Sitecore website
- He 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
- Mike's website behavior (goals and pattern cards) is recorded in the Sitecore xDB database
- The S4S EXM scheduler updates Mike's Salesforce lead record with his browsing behavior Sitecore campaign it was associated with
- The S4S EXM scheduler adds the click-through event to the Sitecore campaign related to Mike's lead record in Salesforce
- Salesforce reports can be used to determine the success of the campaign and capture import leads based on their browsing behavior
S4S Sitecore, Salesforce, and Marketing Cloud Use Case
S4S can be used with Salesforce Marketing Cloud (or Pardot, Marketo, Eloqua, etc.)
Case 16 - Salesforce campaign members sent emails from Sitecore EXM
- Sales rep, Bram, creates a new lead in Salesforce. A formula field populates a custom field with a unique id called "S4SId"
- The lead, and the S4SId key, also appear as a subscriber record in Salesforce Marketing Cloud. This is because leads have been mapped to SMC subscribers
- Marketer, Dave, adds the subscriber to a campaign, and emails are dispatched from SMC
- The email contains a link to a Sitecore web page. The link has the S4SId as a parameter
- A recipient clicks the email link which opens a Sitecore web page
- In Sitecore, S4S reads the S4SId and writes the value to the visitor record in the Sitecore xDB database. Sitecore tracks the recipient's website behavior
- S4S finds and updates the Salesforce lead record by matching the S4SId. The browsing analytics are now in Salesforce
- Bram can override Sitecore personalization to improve the experience of the lead, perhaps after learning more in a voice conversation
- Because the browsing behavior in Salesforce is also mapped to Salesforce Marketing Cloud, emails can be personalized based on Sitecore browsing behavior
