Learn How Businesses Use Customer 360 Data Manager

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

  • Explain how Customer 360 Data Manager is implemented.
  • Explain how a business uses Customer 360 Data Manager.

Meet Customer Expectations

Businesses are challenged by siloed data and systems. Fragmented data and systems makes it harder for businesses to get a 360 view of the customer. As a result, they aren't effectively and efficiently meeting customer expectations.

For instance, if your systems are not connected, a service agent will struggle to assist customers if they are unable to see that a customer has opened a case with other departments within your business.

Service Console agent view powered by Customer 360 Data Manager.

Let’s talk about how Customer 360 Data Manager can help a service agent by building a single source of truth.

When a service agent accesses the agent console, the console will provide a unified profile of the customer, giving the agent the most accurate and up-to-date information, including orders placed and open cases. When the agent console appears and is queried for information on a customer, it will access data for that individual from connected systems based on the relationship created via the Customer 360 ID, the Cloud Information Model and the metadata associated with it.

Let’s say Maria, a service agent, accesses the agent console to help a customer with an issue they had with a recent ecommerce order. Upon accessing the console, she types in the customer’s name, and immediately gets an accurate up-to-date contact profile generated from the various data sources connected to Salesforce Customer 360 Data Manager. In addition, Maria can view the customer’s order details right in the agent console. Customer 360 Data Manager has pulled all this different information from various systems to give Maria her single view of the customer. Now Maria has an accurate snapshot of her customer and can use that to deliver better service.

Before you get to the point where data is flowing seamlessly, there are some implementation steps you have to take. Salesforce Customer 360 Data Manager calls on a Data Administrator to work across functional roles and departments to get this going. Here are five high-level steps for implementing Salesforce Customer 360 Data Manager.

  • Learn, plan, and get started: Get you and your stakeholders ready for Customer 360 Data Manager in your organization, understand how it works, and develop a plan to turn it on
  • Register your cloud and orgs to Customer 360 Data Manager: Every customer is given an instance of Customer 360 Data Manager that houses metadata for each registered cloud and org
  • Map, load, and resolve your data (data load): Admins configure which data objects to load into Customer 360 Data Manager and the rules used to match data so it’s generated as one customer identity. We call this data load.
  • Configure your update rules (data sync): Admins configure how to respond to change events from the data. We call this data sync.
  • Enable your use-cases: Admins enable cloud applications as per the desired use-case. For example, enabling a Lightning Web Component in Service Cloud.

With Salesforce Customer 360 Data Manager, you only have to set it up once. After that, everything is automated.

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