• 中文 | EN

    Free Trial
  • News & Events

    We give you the new and professional information about Salesforce CRM to make the more accurate judgment for your big data

    What is Salesforce Customer 360?

    2018-12-21

     Salesforce Customer 360

     

    Salesforce Customer 360 is a new cross-cloud technology initiative that makes our B2C Marketing, Commerce, and Service products work better together.

     

    With Customer 360, administrators register their various instances of Marketing Cloud, Commerce Cloud, and Service Cloud.

     

     

     

    They map customer records from Service Cloud Person Accounts*, Marketing Cloud subscribers (Data Extension), and Commerce Cloud Customer Profiles into one, canonical view of the customer.

     

     

    Customer 360 does customer resolution – it assigns a unique ID to each person so it can stitch together multiple records of that person across different systems. For example, if John Doe is a customer record in Marketing Cloud, another record in Commerce Cloud, and another record in Service Cloud, the system knows that John Doe is one person, not three people, so we can engage him accordingly.

     

     

    Rather than replicating all of the related data (like cases and order history) into a central place, which it does not do, Customer 360 creates and stores a customer profile and acts as a hub that exchanges data and events across the systems at the time of need.

     

     

    Connected Customer Experiences Powered by Customer 360

     

    The Salesforce app, platform and industry solution teams are building out-of-the-box, cross-cloud features and experiences that use Customer 360. For example...

     

    Service Cloud Agent Console will include a reconciled customer profile, Commerce Cloud order, and shopping cart data, and the ability to order on behalf of a customer, all powered by Customer 360.

     

     

    Marketing Cloud will be able to trigger abandoned shopping cart journeys , triggered by the Commerce Cloud, powered by Customer 360. In addition, pre-built assets for things like journey templates will be delivered out of the box.

     

     

     

    Source: Salesforce Blog, title "What is Salesforce Customer 360?"