Service Provisioning with Salesforce

Use CRM to sell digital services with an exceptional customer experience

4
OMNI-CHANNEL
SALESFORCE PLATFORM 2
1 COMMUNICATION
CLOUD AND ON-PREMISES TO CUSTOMER
PROVISIONING SYSTEMS
MARKETING

Suppliers and service

provider management Account management,
B2C CUSTOMER COMMUNITY
(manual and self-service, help
electronic) tickets, lifetime events
& journey
B2B CUSTOMER COMMUNITY

SALES (INCLUDING CPQ) SERVICE

Network provisioning Orders via inbound

and outbound sales &
Lifetime post-order real time service events
service
EINSTEIN NEXT BEST ACTION
Server provisioning

WORK-
Provisioned services and status FLOW B2C & B2B COMMERCE CLOUD
User provisioning New orders via a
modern digital buying
experience
Standard and Custom Objects
Mobile provisioning Payment provision request, and order status

Product Accounts
3
Static and streaming content provisioning
APIS
INTEGRATION Service Contacts External API driven
(Service real-time) customer orders
Utility provisioning

Pricing / Billing Custom objects

Configuration management

HIGH-VALUE CUSTOM LINE OF BUSINESS ENTERPRISE APPS

Mission critical line of
business applications

Architecture Overview
Service provisioning is a key business capability as customers expect on-demand access in today’s digital market. Provisioning a service can be simple or complex, depending on what is be provisioned. The timeline for
provisioning parallels the complexity. Today’s customer wants instant feedback or you will lose them to the competition. This architecture illustrates how the Salesforce CRM, eCommerce, and Communities can bring together a
unified experience for both B2C and B2B customers. This allows for all customer data to be in one place to leverage the power of Salesforce Einstein intelligence to provide the right service at the right time.

1 Cloud or On-Premises Provisioning Systems
Existing provisioning solutions provide core
technical and business back-office capabilities in
support of various provisioning use cases.
Provisioning systems can be complex and are
usually specialized to the use case and industry.
2 Salesforce Platform
Keep the selling and service close to the
customer action. You need all of your customer
data in one place so you can take advantage of
Einstein for the Next Best Action or Offer during
your customer engagement points.
3 Data Synchronization
While the actual service provisioning may take
some time, real-time synchronization of the
request and status is necessary to keep your
customer informed.
4 Customer Portals
Services can be for B2B or B2C. Both of
these are customers and need a way to
interact to take care of their accounts with
omni-channel communication
Communities Commerce Cloud offer direct
access to data on the platform making this
simple to set up.

Discover Salesforce Platform reference architectures at salesforce.com/architecture or join the Trailblazer Community at sfdc.co/platform_community.