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Consolidate Customer Service Data for Improved Support
Data Cloud provides you with a 360 view of your customers by unifying and harmonizing all customer service data in Service Cloud.
About this Guide
This multi-step solution requires various users to complete steps in Data Cloud and Service Cloud. This solution helps you ingest data, unify that data, and create an insight, and view unified profiles.
To complete this use case, review the features used, permissions required, and associated skills.
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Let's review the high-level steps we cover in this guide.
Configure Users and Install Data Bundles
Set up Data Cloud users, add the appropriate permission sets, and then install data bundles.
Ingest and Map Data
Use a starter data bundle to create a data stream for Service Cloud. Then map required fields for Identity Resolution.
Unify Service Data with Identity Resolution
Link multiple sources of data into a unified profile using an identity resolution ruleset that contains match and reconciliation rules based on the Individual data model object. Then view the profile in Profile Explorer.
- Configure Users and Install Service Cloud Data Bundle
Set up Data Cloud users, add the appropriate permission sets, and then install Service Cloud data bundle. These steps are all done within Data Cloud Setup. - Ingest and Map Data from Service Cloud
In Data Cloud, you can connect to many data sources. Many of the Salesforce connectors have a starter data bundle to help you quickly set up a data streams, create data lake objects, and map to the data model automatically. However, you must map custom objects and some required fields to the Customer 360 Data Model to use Identity Resolution. - Unify Service Data with Identity Resolution
Link multiple sources of data into a unified profile using an identity resolution ruleset. A ruleset contains match and reconciliation rules based on the Account data model object or the Individual data model object. - Analyze Service Data with Calculated Insights
Calculate multidimensional metrics on your data within Data Cloud. You can create metrics at the profile, segment, and population levels. For example, evaluate performance at the channel level or use product metrics to understand purchasing and browsing behavior. - Next Steps with Data Cloud
The use cases detailed in this guide give you a glimpse into how you can use Data Cloud to power your unified Customer 360. When you connect and unify more data sources, the more useful your unification, insights, and analytics become.
