Multi-Cloud Developer

Multi-Cloud DeveloperThe data models, processes and extension points of the most-used Clouds — what every implementation developer must know.For: Developers delivering Sales, Service, Experience and Data 360 projects

The Sales Cloud Data Model: A developer's map of Sales Cloud: leads, accounts, contacts, person accounts, opportunities, products and price books, campaigns, quotes, contracts, orders, assets and the activity model, with the special behaviours that trip up code.

Lead Management and Conversion: Capture, deduplicate, route, score and convert leads: Web-to-Lead and API intake, queues and assignment rules from Apex, duplicate management with Datacloud.FindDuplicates, Database.LeadConvert, conversion triggers and field mapping, plus the Agentforce Sales Development agent.

Opportunity Management, Products and Price Books: Build and automate the opportunity pipeline: sales processes, stages and Path, opportunity products and schedules in Apex, teams and splits, stage history, Einstein scoring and Pipeline Inspection, a bulkified closed-won automation, and multi-currency handling.

Quotes, Orders, Contracts and Revenue Cloud: The quote-to-cash chain on Salesforce: standard Quotes with opportunity sync and PDFs, Contracts, Orders and reduction orders, Assets, the legacy Salesforce CPQ managed package, the core-native Revenue Cloud (Revenue Management) suite, its extension points, and how to plan a CPQ migration.

The Service Cloud Data Model: A guided tour of the objects behind Service Cloud: Case and its children, email, case teams, entitlements, service contracts, assets, Knowledge, Messaging, Voice and Omni-Channel work records, with the licensing that unlocks them and the SOQL you will write against them every day.

Case Management and Channels: Design the case lifecycle and the channels that feed it: support processes, Email-to-Case with Lightning threading, Web-to-Case, assignment, auto-response and escalation rules, case teams and merge, the case feed tools, plus the Apex you need for inbound email handlers, outbound email and robust Case triggers.

Omni-Channel Routing: How Omni-Channel pushes the right work to the right agent — human or AI: service channels, routing configurations, queue-based vs skills-based routing, presence and capacity, Omni-Channel flows, skills-based routing in Apex with PendingServiceRouting, AgentWork, supervisor tooling, Agentforce routing and escalation, external routing and reporting.

Salesforce Knowledge: Lightning Knowledge from a developer's point of view: the Knowledge__kav data model and versioning, the article lifecycle and KbManagement.PublishingService, data categories and visibility, SOQL and SOSL on articles, knowledge search in LWC, attaching articles to cases, Knowledge in Experience Cloud, translation and import, and Knowledge as grounding for Agentforce.

Experience Cloud Overview: What Experience Cloud sites are and how they're built: the Network/Site/Domain model, Aura vs LWR templates, external user licenses, user provisioning, login and identity options, Experience Builder, and the metadata you deploy.

External User Security: How record access works for customers, partners and anonymous guests: external org-wide defaults, external roles and super users, sharing sets and share groups, account relationship data sharing, the guest user model, secure Apex for sites, CSP/clickjack settings, and testing as external users.

Data 360 Architecture and Concepts: Why Salesforce built a data platform, how Data 360 (formerly Data Cloud) is architected as an Iceberg/Parquet lakehouse on Hyperforce, and how data flows from sources through DLOs and DMOs to unified profiles, insights, segments, activation, Agentforce and Tableau.

Ingestion, Data Streams and Modeling: Bring data into Data 360 with native connectors, the Web and Mobile SDKs and the Ingestion API (streaming and bulk), choose the right data stream category and keys, map DLOs to standard and custom DMOs, reshape data with transforms and package it all with data kits.

The Salesforce Marketing Landscape: Map the Salesforce marketing portfolio: Marketing Cloud Engagement, Account Engagement (Pardot), the Data 360-native Marketing Cloud Next / Agentforce Marketing editions, Personalization, Intelligence and Loyalty. Learn how each is built, how they connect to Sales and Service, and what a marketing developer needs to know.

The Salesforce Commerce Landscape: A developer's map of Salesforce commerce: B2C Commerce (the former Demandware platform), B2B and D2C Commerce on the core Lightning platform, legacy B2B stacks, Order Management, headless and composable options, and where Data 360 and Agentforce fit, plus a decision framework for choosing between them.

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