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Map Sources to Share Data

Learning Objectives

After completing this unit, you’ll be able to:

  • Explain what a mapping set is and how it is used.
  • Map objects and fields in Customer 360 Data Manager.

Data Mapping

Now that Rachel Rodriguez’s data is in Customer 360 Data Manager and her global profile is created, what’s next? This is where the rubber meets the road—when the opportunities open up for using her data across connected systems. For example, you can enable service agents to view Rachel’s Commerce Cloud order history while they’re responding to her customer support needs in Service Cloud. But first, you need to tell Customer 360 Data Manager what data you want to map across those systems. You do that by creating mapping sets.

A mapping set in Customer 360 Data Manager is a group of related objects that you want to transform through mappings with part of the Cloud Information Model. Each mapping set includes a source object schema—where you’re mapping from, and a target object schema—where you’re mapping to. This goes back to the hub-and-spoke design we reviewed earlier: You map how the data flows into and out of the CIM from each connected data source. 

For example, to view Rachel’s Commerce Cloud order history in her Service Cloud contact record, you activate the following mapping sets.

  • Commerce Cloud: Order to CIM: Sales Order—Map your Commerce Cloud Order object with the Sales Order entity in CIM.
  • CIM Individual to Salesforce Org: Account—Map the Individual entity in the Cloud Information Model with the Account object in your Salesforce org.
  • CIM Individual to Salesforce Org: Contact—Map the Individual entity in the Cloud Information Model with the Contact object in your Salesforce org.
  • CIM Individual to Salesforce Org: Lead—Map the Individual entity in the Cloud Information Model with the Lead object in your Salesforce org.

Mapping data in Customer 360 Data Manager between the Service Cloud Contact object and the Cloud Information Model Individual entity.

You can then edit mapping sets by adding other related objects and fields. Search for objects within the data source schema to add them to the mapping set. Then map individual fields, or attributes, between your data source and the Cloud Information Model.

Mapping these individual fields is super helpful for determining exactly how you want data to relate to each other across systems. Remember the contact points we mentioned at the beginning of unit 2—those unique pieces of data that you can use to contact a person? You have the freedom to determine how you map different contact points, such as mobile phone numbers, fax numbers, or telephone numbers with the CIM. 

For example, you can map how a customer like Rachel’s mobile phone number in Service Cloud maps with the CIM. In the CIM Contact Point entity group, you can choose to map the Contact Point Phone entity to a Mobile field in the Service Cloud Account object. 

You can also map multiple fields or entities, for example, if an email address is also used as an ID. In this example, the Contact ID and Mobile fields from the Contact object in Service Cloud are both mapped to a Contact Point Phone entity in CIM.

Data mapped between the Contact object in a Service Cloud org with the Contact Point Phone entity in ClM.

Want to try it? You can use the Trailhead Simulator to try out the data mapping tool in Customer 360 Data Manager.

Practice Mapping Data with the Trailhead Simulator

The Trailhead Simulator is different from a Trailhead Playground. The simulator doesn’t store your progress. If you close your browser, the simulation starts from the beginning each time you launch it. Use the navigation controls at the bottom of the simulator to get back to where you left off. For the best experience, view the Trailhead Simulator on a laptop or desktop computer.

Also note that not everything is clickable in the simulator, just the following steps. When you click in the wrong spot, highlighting shows you where to click.

Content Builder is highlighted in the simulator, while the rest of the screen is darkened to show you where to click next.Let’s try mapping a field from the Service Cloud contact object with the CIM Individual entity, like in our previous example with Rachel.

  1. Launch the Trailhead Simulator. Click Begin.
  2. From Customer 360 Data Manager, click Data Mapping under Setup.
  3. Under Set Up Data Mapping, select the Individual to Contact mapping set.
  4. Click the arrow next to the Contact object to expand the Contact object in the Service Cloud org, which is the data target.
  5. Under Contact, select Email from the list. As you hover over Email, note that it is mapped to Contact Point Email under Individual, which includes 1 to many mappings.
  6. In the Cloud Information Model section on the left, click the arrow next to the Contact Point Email to expand the Contact Point Email entity. Now you see that Email in Service Cloud is directly mapped to the Email Address attribute in CIM.
    Mapping the Contact Point Email field from CIM to the Email field in the Salesforce org.
  7. Click the mapping icon manage mapping icon that connects Email Address (under Contact Point Email) with Email (under Contact) to view and manage all of the mappings.
  8. Click Delete Mapping to remove the mapping between these fields.
  9. To remap the fields, click Email (on the Contact object side), then click Email Address (under Contact Point Email on the CIM side). The fields are mapped again and the mapping automatically saves.


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