Definition

Salesforce Customer 360

Contributor(s): Sarah Lewis

Salesforce Customer 360 is a cross-cloud customer data platform used to improve the consistency and collaboration among B2C marketing, commerce and service applications. Through customer resolution, Customer 360 identifies multiple customer records across multiple platforms that point to the same individual and combines that information into one instance. Customer 360 will be built into the existing Salesforce ecosystem and will include much of its functionality under existing licenses.

Customer 360 does not replicate data in a new place; it works by pulling information from where it originally resides at the time of need. This allows connections between customers and applications, called Commerce Journeys, and immediate responses to be made. For example, if a shopping cart is abandoned and tracked in Commerce Cloud, this could trigger a discount email campaign from  Marketing Cloud be sent to that customer.

Unlike traditional data management tools that require constant updating and a large amount of IT support, Salesforce Customer 360 streamlines these systems into a single view. The resulting product allows companies to focus on customer success and engagement through a cross-application and cross-department view of each customer that informs every business interaction.

Salesforce customers will also be able to implement Customer 360 functionality into external applications, devices and systems with the MuleSoft Anypoint Platform integration tool.

Features

Salesforce Customer 360 includes three main features:

  1. A click-based user experience (UX) for admins that connects and manages data across all Salesforce apps. This dashboard interface provides one place to view, map, model and combine data.
  2. A unique Customer 360 ID assigned to each customer that matches, updates and merges data across all cloud platforms. This single identifier could include information such as name, email, phone number and social media accounts.
  3. Pre-built packages for cross-channel use cases in Service Cloud, Commerce Cloud and Marketing Cloud. Examples include the ability to connect Commerce Cloud and Marketing Cloud data to create customer journey templates based on previous interactions or the inclusion of a reconciled customer profile and order/shopping cart data into the Service Cloud Agent Console.
This was last updated in January 2019

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