Sales Cloud & Service Cloud Architecture

1// Sales Cloud & Service Cloud Development Patterns
2
3// 1. Lead Conversion with custom logic
4public class LeadConversionService {
5    
6    public static Database.LeadConvertResult convertLead(
7        Id leadId, Id accountId, Boolean createOpportunity
8    ) {
9        Lead lead = [
10            SELECT Id, FirstName, LastName, Company, Email, Status
11            FROM Lead WHERE Id = :leadId
12        ];
13        
14        Database.LeadConvert lc = new Database.LeadConvert();
15        lc.setLeadId(leadId);
16        
17        if (accountId != null) {
18            lc.setAccountId(accountId); // Merge into existing account
19        }
20        
21        if (!createOpportunity) {
22            lc.setDoNotCreateOpportunity(true);
23        }
24        
25        lc.setConvertedStatus('Qualified');
26        
27        Database.LeadConvertResult result = Database.convertLead(lc);
28        
29        if (result.isSuccess()) {
30            // Post-conversion logic
31            Id newAccountId = result.getAccountId();
32            Id newContactId = result.getContactId();
33            Id newOppId = result.getOpportunityId();
34            
35            System.debug('Converted: Account=' + newAccountId + 
36                ', Contact=' + newContactId + ', Opp=' + newOppId);
37        }
38        
39        return result;
40    }
41}
42
43// 2. Case Auto-Assignment and Escalation
44public class CaseAutomationService {
45    
46    // Auto-assign cases based on criteria
47    public static void assignCases(List<Case> cases) {
48        // Load assignment rules
49        Map<String, Id> queuesBySkill = new Map<String, Id>();
50        for (Group q : [SELECT Id, Name FROM Group WHERE Type = 'Queue' 
51            AND Name LIKE 'Support_%']) {
52            queuesBySkill.put(q.Name, q.Id);
53        }
54        
55        for (Case c : cases) {
56            String priority = c.Priority;
57            String product = c.Product__c;
58            
59            // Route to appropriate queue
60            if (priority == 'Critical') {
61                c.OwnerId = queuesBySkill.get('Support_Tier3');
62            } else if (product == 'Enterprise') {
63                c.OwnerId = queuesBySkill.get('Support_Enterprise');
64            } else {
65                c.OwnerId = queuesBySkill.get('Support_General');
66            }
67        }
68    }
69    
70    // SLA monitoring
71    public static void checkSLABreaches() {
72        List<Case> breachedCases = [
73            SELECT Id, CaseNumber, Priority, OwnerId, CreatedDate
74            FROM Case
75            WHERE Status != 'Closed'
76            AND Priority = 'High'
77            AND CreatedDate < :Datetime.now().addHours(-4)
78            AND Escalated__c = false
79        ];
80        
81        for (Case c : breachedCases) {
82            c.Escalated__c = true;
83            c.Priority = 'Critical';
84        }
85        
86        if (!breachedCases.isEmpty()) {
87            update breachedCases;
88        }
89    }
90}
91
92// 3. Opportunity Forecasting
93public class ForecastService {
94    
95    @AuraEnabled(cacheable=true)
96    public static Map<String, Decimal> getQuarterlyForecast(Id userId) {
97        List<AggregateResult> pipeline = [
98            SELECT StageName, SUM(Amount) totalAmount, 
99                   SUM(ExpectedRevenue) weightedAmount
100            FROM Opportunity
101            WHERE OwnerId = :userId
102            AND CloseDate = THIS_QUARTER
103            AND IsClosed = false
104            GROUP BY StageName
105        ];
106        
107        Decimal committed = 0;
108        Decimal bestCase = 0;
109        Decimal pipeline_total = 0;
110        
111        for (AggregateResult ar : pipeline) {
112            String stage = (String) ar.get('StageName');
113            Decimal total = (Decimal) ar.get('totalAmount');
114            Decimal weighted = (Decimal) ar.get('weightedAmount');
115            
116            if (stage == 'Negotiation' || stage == 'Proposal') {
117                committed += weighted;
118            }
119            bestCase += total;
120            pipeline_total += weighted;
121        }
122        
123        // Add closed won
124        Decimal closedWon = 0;
125        AggregateResult[] won = [
126            SELECT SUM(Amount) total FROM Opportunity
127            WHERE OwnerId = :userId
128            AND CloseDate = THIS_QUARTER
129            AND StageName = 'Closed Won'
130        ];
131        if (won[0].get('total') != null) {
132            closedWon = (Decimal) won[0].get('total');
133        }
134        
135        return new Map<String, Decimal>{
136            'closedWon' => closedWon,
137            'committed' => committed,
138            'bestCase' => bestCase,
139            'pipeline' => pipeline_total
140        };
141    }
142}