Sitecore for Salesforce Use Cases

Sharing Sitecore marketing data with your Salesforce team helps them build a valuable picture of your next customer. Conversely, 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.

Simple S4S Use Cases

Case 1 - Salesforce contact created from a Sitecore web form

  • Sitecore administrator, Dave, creates a form using the Sitecore form builder
  • 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
  • When Susan submits the form, a new Salesforce contact is created and populated with the form data.
  • The contact record 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 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 profile 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

  • Sitecore administrator, Dave, 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

S4S Security Connector Use Cases

The following cases use the included S4S 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 could be: 
    • A customer accessing privileged content like special offers
    • A staff member accessing Salesforce data exposed in the portal
    • A portal user like a student, partner, team member, etc
  • John's Sitecore role can 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 to 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

  • Salesperson, 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 in the web portal
  • Bram clicks a file 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 - Sales team drive customer website experience from Salesforce

  • Salesperson, Bram, 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. The widget page is now the landing 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 (see Case 5 above) is included with S4S. The optional S4S EXM module goes to the next level and pushes the Sitecore email analytics to Salesforce. 

Case 11 - 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
  • 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 - 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.
  • The campaign level opt-out status is recorded in Sitecore xDB
  • 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 - 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 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 optional 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 14 - 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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