Facilitate Curbside Pickup Solution Kit
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Facilitate Curbside Pickup
Salesforce Spring
salesforcedocs
Last updated November
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CONTENTS
Facilitate Curbside Pickup
Facilitate Curbside Pickup Workflow
Design Considerations
Configurations
FACILITATE CURBSIDE PICKUP
Prepare for the customers arrival fulfill curbside orders and complete fulfillment without logging in to multiple systems
Get Started
Explore system architecture related to this solution
BC Industry Blueprint
BC Reference Architecture
BC Solution Architectures
Take Trailhead modules related to this solution
Salesforce Solution Kits Quick Look
Customer Guide for Retail Quick Look
Customer Guides Quick Look
Every day businesses see more buy online pick up in store BOPIS orders and curbside pickups Stores face new challenges as they
learn to view new orders pick products and deliver them curbside To meet customers needs use digital engagement and BC Commerce
to orchestrate a smooth fulfillment and pickup process
This solution kit helps you
Let customers opt in to SMS messaging for curbside delivery
Notify store associates about new orders and how to fill them
Better communicate with customers when they arrive
Required Products
Service Cloud Digital Engagement for SMS Channel
Service Cloud Chatbot for inbound sessions
Service Cloud Triggered Outbound Message for automated outbound notification
Salesforce Mobile App
Salesforce Chatter
Facilitate Curbside Pickup
Facilitate Curbside Pickup Workflow
BC Commerce or other commerce platform
Recommended Roles and Skills
Certified Admin and Developers for Service Cloud preferably with chatbot experience
BC Commerce Developers with experience in APIs and ISML templates
Architects to oversee the flow of data between Commerce OMS and Service
Business owners from Commerce Service and Retail teams to define requirements
Implement This Solution
Facilitate Curbside Pickup Workflow
Learn how data flows through the configurations to facilitate curbside pickup
Design Considerations
Keep these design considerations in mind when you facilitate curbside pickup
Configurations
Use these configurations to facilitate curbside pickup
Facilitate Curbside Pickup Workflow
Learn how data flows through the configurations to facilitate curbside pickup
Facilitate Curbside Pickup
Facilitate Curbside Pickup Workflow
Workflow
The customer completes an online order and gives consent to receive SMS for pickup info
Commerce Cloud pushes the order and customer information to the Order Management System OMS
The Order Management System pushes the order and the customers information to Service Cloud
Service Cloud sends a notification to Salesforce Mobile App the store associate about the new order thats coming in
The store associate completes the packaging and advances the order status in Service Cloud via Salesforce Mobile App
The Order Management System triggers an API call to Marketing Cloud for the Order Ready message
Marketing Cloud sends a triggered message to the customer notifying that the order is ready for pickup
The shopper receives the Order Ready email and heads to the store
Shopper arrives at the store and sends a message to the SMS number with additional information such as car model and parking
lot number
Service Cloud sends a notification to the store associate via the Salesforce Mobile App notifying the customer has arrived
Facilitate Curbside Pickup
Design Considerations
A store associate updates the order status to Dropping off to Curbside via the Salesforce Mobile App
The customer receives an order notification SMS with the estimated wait time shortly followed by the curbside order delivery
A store associate updates the order status to Picked Up via the Salesforce Mobile App after the order has been delivered curbside
Service Cloud updates the Order Management System with the final Picked Up status
The Order Management System sets the final Picked Up status concludes the order and triggers an API call to Marketing Cloud for
the Pickup Confirmation message
The Shopper receives their Pickup Confirmation email
Related Content
Review this solutions use case and purpose
Facilitate Curbside Pickup on page
Take the next steps in this implementation
Design Considerations on page
Configurations on page
Design Considerations
Keep these design considerations in mind when you facilitate curbside pickup
Key Considerations
Licenses
The minimum license requirement for Service Cloud components includes
Platform licenses for store associates using the Salesforce mobile app
One Service Cloud and one Digital Engagement license to set up text channels and chatbots
A Volume license for another chatbot session SMS session and Outbound Messaging session consumption Check with your account
executive for potential RUL licenses
Purchase a separate SKU if a Short Code is required It currently takes weeks to provision a Short Code
Einstein Bot
Although Bot actions can support more complex use cases focus on the MVP bot in the first launch
Use a menu and buttondriven bot first then add optional Natural Language Understanding capability later
Focus on the key flow first such as Order Pickup in the first release End expand it to other potential use cases such as Order
Cancellation for exception handling
Exception Handling
The workflow in this solution kit explains a standard pickup process But consider the following exceptions for production deployment
Customers cant opt in for text communication on the pickup option We suggest that you either remove the curbside pickup option
for these customers or use an alternate channel These customers can call the store or pick up in store
Facilitate Curbside Pickup
Configurations
Customers can send a different person for pickup We suggest that you build a bot to handle other identity verification processes
Customers can text the chatbot to request other services such as canceling the order We suggest that you expand the bot actions
to handle other inquiry types An MVP bot can direct the customer to contact the call center for other inquiry types at the initial Bot
launch
Performance and Scalability Considerations
Note high volume customer requests upfront to best design technical architectures and platform events or API strategies Refer to
the Salesforce Quick Reference Guide for more on limit considerations
Salesforce applies a limit on the number of API calls per hour period The limit is based on the Salesforce edition type and number
of licenses
Consider the effects of Carrier Filtering on your implementation Review a definition of Carrier Filtering and best practices Also
consider the Messaging Regulations by Country
Related Content
Review earlier steps in this solution
Facilitate Curbside Pickup Workflow on page
Take the next steps in this implementation
Configurations on page
Configurations
Use these configurations to facilitate curbside pickup
Commerce Platform
This Solution Kit recommends a general approach to implement simplified communication for store associates Use a crosscloud solution
between BC Commerce the Order Management System and Service Cloud to manage inbound and outbound communication to
customers Use the Salesforce Mobile App for store associates
Customers place an order online for pickup at a retail location This kit assumes that Buy Online Pick Up in Store Or Curbside Pick Up is
already in place for your commerce platform See the Buy Online Pick Up in Store BOPIS Solution Kit for guidelines on implementing
this functionality on BC Commerce
To enable BOPIS functionality update the following key areas depending on your current template design
The product detail page
A cart that clearly shows which items are being picked up at which store location
A checkout in which Ship To information requires a mobile phone number and consent to receive SMS messaging for transactional
purposes
The order confirmation history and details
Facilitate Curbside Pickup
Configurations
Order Management System
Update integration to and from your existing Order Management System OMS to pass customer mobile phone and optin information
You arent required to use Salesforce Order Management
If you have BC Commerce see the following information on exporting orders and integrating with an OMS
Basic Order Management Integration Framework
Exporting Order Data from BC Commerce
Customizing your Order Management Integration
Service Cloud
Service Cloud manages inbound and outbound communication to customers through a text channel and notifications to store associates
Model Data
Create a lightweight Order custom object as a placeholder for Order data received from OMS This lightweight custom object
isnt meant to serve as a Master data source for order data Salesforce can query external systems for order data An onplatform
object enables a native objectbased features and optimized performance
Optionally create a Store custom object for storespecific information such as directions store hours parking information or
approximate pickup wait time
Provision a Text Channel Tollfree number or short code required for business usage
Set up Process Builder and necessary flow actions to create a chatter notification to associates in the specific store upon pickup
order creation
Set up Process Builder and necessary flow actions to notify customers that the order is ready for pickup Include specific store
instructions such as the designated parking area
Set up a chatbot and deploy it to the text channel The chatbot is designed to help customers at the time of arrival Use it to
Identify the customer based on the known mobile number
Find the pickup order based on the located customer record
Take the customers pickup details such as car model and parking space number
To notify associates about customer arrival and other details gathered from the previous step create a chatter notification
Set up Process Builder and necessary flow actions to notify customers that an order is on its way to curbside Notify customers as
store associates advance the order status
Configure integration and data upload to include
Bulk data upload and maintenance of Store data or integration from system record on store data
Add or update integration from existing OMS for order and customer data such as customer mobile phone and optin information
Add or update integration to OMS for final order status update
Salesforce Mobile App
To advance order status including status and optional custom messages to customers create mobile publisher actions
Update the Order Page Layout
Facilitate Curbside Pickup
Configurations
Configure Order List view and Sharing settings Although store associates see notifications when a new order comes in configure
a list view so that they can view all orders in progress You can require other sharing rules on the Order object so that the list view
only shows orders being picked up from this store
Enable Chatter notifications for store associates
Related Content
Review earlier steps in this solution
Facilitate Curbside Pickup Workflow on page
Design Considerations on page
See Also
Stream Catalog Updates Through Collect Tracking Code
