Sal

esfo

rce Design

Salesforce

Salesforce Single Org ArchitectureThis diagram details the architecture of a single Salesforce instance deployed centrally with business apps configured locally by each business unit.

Global NTO customer data

Standardized NTO processes

Single sign on

NTO shared apps

Business Unit custom apps

Business Units

B2B Sales Customer Service Channel ManagementMarketing

Experience

Templates

Themes & Branding

CMS

Personalization

Automation

Data

AI

Bots

Apps

Privacy

Low Code

Pro Code

Platform Services

Reports & Dashboards

Service

Agent Workspace

Cases

Knowledge

Telephony, Omni-Channel

Customer Data Platform

Unified Profile

Segmentation

Channel Data

Sales

Contacts

Leads & Opportunities

Activities

Pipeline & Forecasts

B2C Sales

Center of Excellence

Functional Leadership

Business outcomes

Change management

Training & development

Technical Leadership

Architectural review

Release management

Data stewardship

Executive Steering Committee

Budgets and approvals

Information Technology (IT)

Data Governance Security Authentication

Digital-First Operating ModelThis diagram details how a Unification operating model is guided by a Center of Excellence acting as the bridge between business and IT.

App Team 1

Delivery Team Capabilities

Development Admin Apps Release Mgmt

Service Delivery

App Team 2

Delivery Team Capabilities

App Team n

Delivery Team Capabilities

This diagram details business capabilities that are part of NTO’s long term transformational vision along with high level product positioning

Business Capability Map

Personalization & Experience

Offer Management

1:1 Personalized

Communications

Digital Experience

Content Management

Loyalty Management

Customer Service

Any Channel Service

Voice of the Customer

Surveys

Appointments

Consultations

Field Service

Awareness & Acquisition

Marketing Strategy

Acquisition

Segmentation

Activation

Audience Management

Journey Management

Business Drivers

Act with data and analytics

Drive awareness and acquisition

Meet shoppers where they are

Reimagine the role of the store and associate

Payments & Order Management

Digital Commerce

Order Lifecycle

Management

Order Orchestration

Order Fulfillment

Returns & Exchanges

Slack

Sales

Service

Marketing

Commerce

Analytics

Integration

Platform

Industries

Health

Sustainability

Partners

Success

Grow customers into fans

Merchandising & Supply Chain

Merchandise Mgmt

Pricing & Promotion

Inventory Management

Supply Chain Mgmt

Salesforce Customer 360

Mulesoft

External Systems

This diagram shows what systems will support the capabilities in the capability map and describes how systems will be integrated.

System Landscape

Content ManagementERP System

AWS S3

Slack

Tableau

Inventory Finance Fulfillment On-Premise Microservices

Commerce Salesforce

Platform Services

Experience SalesCDP

Marketing

Service

IoT Streams Custom

Orchestration

AutomationApps

LowCodePrivacyDevData

This diagram shows a bi-directional event stream between Salesforce and an external service running on AWS. This flow does not utilize new Pub/Sub API and AWS connections, and reflects the reality of older implementations.

Bi-Directional Event CommunicationSalesforce Event Bus

Amazon Web ServicesSalesforce

Shipping App

CometD Client

4. Platform Event published

Custom Event Listener1. CDC event delivered

Custom Event Publisher

2. Event consumed

3. Event from Shipping App

Platform Services

Platform APIs

Streaming API

REST API

This diagram shows a bi-directional event stream between Salesforce and an external service running on AWS. This flow shows an implementation using the Salesforce’s new event relays and AWS triggered event functionality.

Bi-Directional Events with Salesforce & AWSSalesforce Event Bus

Salesforce Event Relay

Amazon Web Services

Shipping Service

1. CDC events delivered

2. Platform Events published

EventBridge

Salesforce

Platform Services

Platform APIs

Pub/Sub API

Amazon Web Services

Shipping App

Salesforce

Platform Services

1. CDC events delivered

2. Platform Events published

EventBridgePlatform APIs

VIP Customer Personalization FlowThis details the customer experience personalization provided by Marketing Cloud and driven by the Customer Data Platform. Mulesoft orchestrates integrations to back-end systems, Slack connects everyone on the team, and Marketing Cloud closes the loop with a VIP customer journey.

Experience

Community

Commerce

Payments

Personalized Digital Experiences

Interaction Studio

Interaction streams

Affinity & intent

Behavioral analytics

Real-time Interaction Management

Integration

Inventory Management

Shipping

Slack

1

2

3

7

8

5

Salesforce CMS

Content

Assets

MicrositesContent Zones

Themes

Mobile

6

CMS

SSOT

Segments

AI

Low Code

AutomationPersonalization

Apps

Privacy Analytics Channels Streams

Salesforce

Platform Services

Customer Data Platform (CDP)

Data Streams

Data Model (CIM)

Unified Profile

Calculated Insights

Segmentation

Activations

Collect & Unify Customer Data

Marketing Cloud

Journeys

Personalized Communications4