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Context and Usage

Our reference architecture presents Platform and Functional capabilities. Each layer contains a representative subset of systems or capabilities that are most relevant for Retail Banking industry. It doesn’t list all possible systems or capabilities.

• Platform capabilities form the underlying technology base for achieving your goals. Each layer in the platform builds on top of the next. B2B and B2C systems typically rely on these elements. Successful implementation of functional capabilities depends heavily on implementation of the platform capabilities. Specific Salesforce products handle each of the needs identified at the platform capability level.
• Business-specific elements at the functional capabilities level are connected more directly to the customer’s experience and measured in terms of maturity. The retail bank’s lifecycle typically crosses multiple engagement channels in the areas of Marketing, Sales, Onboarding, Servicing, and Growing. Digital engagements and self-serve channels are necessary for the companies to address new business needs related to the Covid-19 pandemic.

Identify gaps in your underlying capabilities by customizing this model to include other Salesforce products or third-party systems in your current technology stack.

Learn More

For additional detail, review the reference architecture diagrams and information included in theCustomer 360 Guide for Retail Banking, or contact your success manager or account team.