MENU
An enterprise customer is implementing Salesforce for Case Management. Based on the landscape (Email, Order Management, Data Warehouse, Case Management), what should the integration architect evaluate?
The evaluation of an integration landscape is a process of rationalization. The goal is to identify which legacy systems Salesforce will replace (System Retirement) and which systems it must coexist with (Integration).
In this scenario, Salesforce is being implemented for Case Management. Salesforce Service Cloud is the industry leader for this specific function. Therefore, the legacy Case Management System should be retired. Any architecture that suggests 'integrating' Salesforce with the legacy Case Management system (Options A and B) is creating a redundant and complex 'dual-master' scenario that increases technical debt.
To provide a successful support experience, Salesforce needs to be the central 'Engagement Layer,' which requires integration with the remaining ecosystem:
Email Management System: To support 'Email-to-Case' and ensure all customer communications are captured within the Salesforce Case record.
Order Management System (OMS): Support agents often need to verify purchase history or shipping status to resolve a case. A 'Data Virtualization' or 'Request-Reply' integration with the OMS is vital.
Data Warehouse: For long-term historical reporting and cross-functional analytics, Salesforce must push case data to the enterprise Data Warehouse.
By evaluating the integration with the Data Warehouse, Order Management, and Email Management systems, the architect ensures that Salesforce is enriched with the context it needs to resolve cases while simultaneously retiring the redundant legacy support system.