Working With SCC

Below you’ll find the information you need to configure and work with SCC (Salesforce Commerce Cloud), divded into:

• Contacts
• Transactional emails
• Web activity tracking
• Promotions
• Soft identification

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Contacts

Handling customers (contacts) is central to the Customer Engagement SFCC integration.

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Contact creation

A Customer Engagement contact is created through the integration in two ways:

• When a customer creates an account in SFCC
• When a guest (a customer without an account) makes a purchase

Both of these methods can be toggled ON or OFF.

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Contact updates

Updates can happen in both directions:

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Configuration options

In the admin area of SFCC are several configuration options relating to contacts in Customer Engagement. Here you can:

1. Enable or disable the two-way contact sync from SFCC to Customer Engagement.
2. Enable the use of guest contacts (customers who place an order without an account).
3. Choose which contact type guest contacts will have, “Member“ or “Contact“.
4. Enable or disable the “Promote to Member” flow.

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Guest contacts

As mentioned, you can configure how to sync guest customers, either as “Member“ or “Contact“. This syncing is not done in real-time, but is scheduled to run every minute. If you want to make the syncing real-time, you can do this with some minor code adjustments. To find the syncing job, navigate to Administration / Operations / Jobs in SFCC and find and run the job named “Voyado - Process Receipts”.

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Transactional emails

The “Order confirmation” transactional email is supported by the integration. Other order statuses are not supported because SFCC does not hold the full information for an updated order. If you want to support other order statuses you’ll need to build a custom integration between Customer Engagement and the OMS / ERP platform you’re using. You can enable or disable the order confirmation email that’s sent from Customer Engagement:

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Web activity tracking

This covers abandoned cart tracking and recovery, as well as product view tracking. Tracking will only occur if the customer has consented to the “out of the box“ tracking consent requested in SFCC. Assuming tracking is active and the customer has consented to it, as soon as they enter the site the tracking script kicks in and starts tracking cart updates and product views.

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Configuration options

In the admin area, you first need to enable tracking: Then fill in the tracking script path and the tenant ID of your Customer Engagement environment:

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Abandoned cart

On every cart update, the following is sent via the tracking script:

• Cart reference
• Cart URL
• Locale
• SKU
• Quantity

As soon as the customer is identified, either via an email link or a login, the integration connects the cart reference to the identified contact. When the checkout is completed, the cartridge sends an empty cart to Customer Engagement to prevent sending out an email when the products are already purchased. You can enable and disable the abandoned cart functionality via the admin interface.

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Product views

When a product is viewed, the following data for that product is sent to Customer Engagement:

• SKU
• Category name
• Contact Id

As soon as the customer is identified, either via an email link or login, the integration will connect product view data to the identified contact.

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Promotions

Personalized promotions must be configured in both Customer Engagement and Salesforce Commerce Cloud (SFCC). The SFCC promotion engine and Customer Engagement’s advanced segmenting are then used to distribute these promotions to the selected audience. To make this work, the Coupon Code for the promotion in SFCC needs to match the External promotion code in Customer Engagement. Here are the steps in setting up promotions: SFCC will only show a promotion on the cart page if it has been marked as a Voyado promotion. To do this:

1. In Business Manager navigate to Merchant tools > Online marketing > Promotions.
2. Select the promotion by clicking the promotion ID in the list.
3. Tick the “Is Voyado Promotion?” checkbox in the Voyado attribute section.

After you have created the promotion, you must create a new campaign and attach it to the campaign. When the campaign has been created, the next step is to create a coupon code and attach the campaign to that code. In order to show the products associated with the assigned promotions, the promotion ID needs to match the coupon code used when activating the promotion. In campaign configuration, as a final step, set the coupon code as one of the required promotion qualifiers. If the promotion name in SFCC does not match the coupon code, the promotion will still work. However then SFCC will not show products associated with the promotion in the Loyalty info page in the Account section.

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Soft identification

Input the soft identification (soft login) key, provided by your Voyado team, to start identifying customers who reach your storefront by an email sendout link. This functionality allow you to display active promotions, point balance and other loyalty data for the customer.