MENU
A customer has been using Marketing Cioud with their existing (non-Salesforce) ecommerce site for more than 3 years and is now implementing Service Cloud to help improve the quality of support given to their customers. While Service Cloud will be integrated with the ecommerce site and they want to use many Marketing Cloud Connect features, the customer is insisting on continuing to use the existing integration between the ecommerce site and Marketing Cloud until they move to Salesforce B2C Commerce (planned for the coming 2 years).
Which two concerns should the Solution Architect raise with the customer considering the approach they want to take?
Choose 2 answers
32 comments · newest first
RU
Ruby
11 months ago
A little surprised they want to keep the old integration for so long.
LI
Lina
11 months ago
C might not be necessary if they stick with the current setup.
MY
My
11 months ago
Wait, are we sure about the duplication risk in D? Sounds risky!
AM
Amber
11 months ago
Totally agree, B is a major concern!
MA
Marshall
11 months ago
A and B seem like big issues to consider.
ME
Meaghan
12 months ago
Journey Builder was mentioned in our last session, but I can't recall if it directly relates to option C. It seems like there might be a better way to handle the integration without complicating things.
KI
King
12 months ago
I think I saw something similar in our practice questions regarding duplicates. Option D sounds familiar, but I'm not entirely sure how it impacts the transition.
GI
Gianna
1 year ago
I'm a bit unsure about the implications of the ecommerce site integration. I feel like option B could be a real issue since email tracking is crucial for support.
DE
Detra
1 year ago
I remember we discussed how important it is to manage identities properly, so I think option A about additional matching rules makes sense.
VI
Vicente
1 year ago
I'm a bit confused by the requirement to continue using the existing Marketing Cloud integration. Seems like that could cause some challenges down the line.
MI
Mi
1 year ago
Okay, I think I've got a handle on this. The key concerns are around identity management and email tracking. I'll make sure to highlight those in my response.
SA
Sang
1 year ago
Hmm, the integration between the ecommerce site and Marketing Cloud is a tricky one. I'll need to think through the potential issues carefully.
HA
Halina
1 year ago
This question seems straightforward, but I want to make sure I understand the key concerns the Solution Architect should raise with the customer.
NY
Nydia
1 year ago
I'm just picturing the customer sitting in a dark room, cackling maniacally as they insist on keeping the old system. 'Mwahaha, the chaos will be glorious!'
LA
Lashanda
1 year ago
B) Email tracking for messages sent from the ecommerce site will not be replicated via Marketing Cloud Connect and therefore will not be visible to the Service Agents.
DI
Diane
1 year ago
A) Additional Matching rules will need to be implemented in Service Cloud to ensure identities are merged before messaging in Marketing Cloud.
LA
Laura
1 year ago
Matching rules in Service Cloud? Sounds like a lot of work. I hope they have a good data steward on the team to handle all these moving parts. Otherwise, it'll be a hot mess!
MI
Miesha
1 year ago
But we also need to make sure email tracking from the ecommerce site is visible to Service Agents.
JA
Jacqueline
1 year ago
Using Journey Builder to update the Contact Key directly in Marketing Cloud could help avoid that issue.
FA
Fallon
1 year ago
Yeah, without proper rules, there could be a lot of duplicated contacts in Marketing Cloud.
DO
Donte
1 year ago
It's important to consider the impact of matching rules in Service Cloud.
DU
Dulce
2 years ago
Journey Builder seems like a good way to update the Contact Key and keep the existing integration running. As long as they do it right, that could be a smooth transition.
BE
Bette
1 year ago
A: But we should also consider the possibility of duplicated contacts in Marketing Cloud during the transition phase.
HA
Hannah
1 year ago
B: Yeah, it could help ensure a smooth transition without disrupting the existing integration.
DW
Dwight
1 year ago
A: I agree, using Journey Builder to update the Contact Key sounds like a good idea.
TO
Tora
2 years ago
I also believe we should discuss the need for additional matching rules in Service Cloud.
NI
Nicolette
2 years ago
Ooh, email tracking is a big one. If the Service Agents can't see the full history, they'll be flying blind. This could lead to a lot of frustrated customers.
DE
Delsie
2 years ago
B) Email tracking for messages sent from the ecommerce site will not be replicated via Marketing Cloud Connect and therefore will not be visible to the Service Agents.
RI
Rickie
2 years ago
A) Additional Matching rules will need to be implemented in Service Cloud to ensure identities are merged before messaging in Marketing Cloud.
CH
Chauncey
2 years ago
Yes, that's a valid concern. We need to ensure identities are merged properly.
AR
Argelia
2 years ago
I think the main concern is the potential for duplicate contacts in Marketing Cloud. That could really mess up their data and make it harder to provide good customer support.
LI
Linette
2 years ago
I think we should raise concerns about duplicated contacts in Marketing Cloud.