Sitecore for Salesforce Use Cases

 

S4S transacts data in real-time which opens up a world of new possibilities - some typical uses cases are listed below.

Case 1 - Salesforce lead is created from a Sitecore web form

  • Marketer, Dave creates a form using the Sitecore form application
  • Dave 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. The lead also contains Susan's Sitecore experience analytics that has tracked her behavior since she first visited the website
  • Sitecore forms can be mapped to other Salesforce objects like contacts, cases, opportunities and custom objects

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

  • 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 Mike's goals, page visits, page durations, and Sitecore profile data. Geolocation lookup also shows Mike's location
  • Bram, a sales rep, views Mike's browsing intelligence and prepares for a sales call
  • During the call, Bram learns even more about Mike's interests
  • In Salesforce, Bram adjusts the Sitecore profile and various field values so Mike's current and future visits are more personalized

Case 3 - Sales team augment 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 in the page footer. The number is also a link. She responds with "4273"
  • In Salesforce Bram selects 4273 from a list of current web sessions. He pastes a web link into a text field and asks Susan to click on the footer link. Susan is re-directed to a page of Bram's choice
  • Bram looks at the 4273 session line item and clicks the Create Lead button
  • He asks Susan for her details and enters them in her Salesforce lead record

Case 4 - Web-to-Custom object capture from a Sitecore Apply Now form

  • Job applicant, Peter, completes an application form on the website
  • Using S4S, an "Applicant" record is created in Salesforce populated with the form data

Case 5 - 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

  

S4S Web Portal Use Cases

S4S includes the Security Connector module to support web portals.

Case 6 - Salesforce contacts are Sitecore Users

  • Contact, John, logs in to view secure Sitecore pages using credentials stored in his Salesforce contact record. John's role could be a: 
    • Customer accessing privileged content like special offers
    • Partner, student, or affiliate accessing protected information
    • Staff member accessing Salesforce data
  • John's Sitecore role can be set in his Salesforce contact record
  • To Sitecore, John appears as a normal user even though his personal details are stored in Salesforce
  • Salesforce leads can also be assigned to Sitecore users in the same way

Case 7 - Salesforce contact details updated from the Sitecore website

  • Contact, John, logs into the web portal and edits his personal information
  • Using S4S, John's Salesforce record is immediately updated

Case 8 - Website users view Salesforce documents

  • Sales rep, Bram, logs into the web portal and goes to the Show Files page. It is visible because his role is "Sales" in his Salesforce contact record
  • Bram clicks the “Show All Documents” button
  • Using S4S, Salesforce documents are listed in the web portal
  • Bram clicks a file and his web browser downloads the file

Case 9 - Sitecore users see Salesforce reports in Sitecore

  • Engineer, Daniel, logs into the web portal and goes to the Technical Support page. He sees this page because his Sitecore role in Salesforce is "Engineer"
  • Daniel's customer list is shown on the page (driven by a Salesforce report)
  • He selects a customer and navigates to the list of products the customer uses. S4S has pulled this information from Salesforce

Case 10 - Sales team access customer information in Sitecore

  • 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 web portal and lands on the widget page
  • Her Sitecore profile is mapped from her Salesforce contact record so the website personalizes accordingly

  

S4S 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 11 - 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 Contact List as a recipient list

Case 12 - Email recipient wants to opt-out of all future emails

  • Recipient, 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
  • The S4S EXM scheduler updates Mike's Salesforce lead record showing he has opted out of all emails 

Case 13 - 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 the opt-outs for the entire Sitecore campaign

Case 14 - 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 the sender's 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
  • The website behavior (goals and pattern cards) is recorded in the Sitecore xDB database
  • The S4S Sitecore analytics 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
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