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Marketing Cloud Personalization
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            How Personalization and Sales and Service Cloud Integration Works

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            3. Marketing Cloud Personalization

            How Personalization and Sales and Service Cloud Integration Works

            Learn about how the integration works and how data is shared between Marketing Cloud Personalization and Sales and Service Cloud.

            DATA SHARED Direction INTEGRATION TYPE DATA SYNCHRONIZATION How the Integration Works

            Contacts, leads, and accounts

            Bidirectional

            Bidirectional API configured in third-party integrations

            Nightly
            • Pushes to contacts and accounts
            • Pulls from leads, contacts, and accounts
            • Retrieves standard and custom fields for matched audiences
            • Updates Salesforce CRM with key personalization engagement data in custom fields

            See Integrate Marketing Cloud Personalization with Salesforce CRM.

            Affinities component

            From Personalization to Sales and Service Cloud

            API from AppExchange

            Real time
            • Lightning component
            • Managed package
            • Shows individual affinities from a defined time period on Sales and Service Cloud record pages

            See Add the Affinities Component to the Contact or Lead Page.
            Event Stream component From Personalization to Sales and Service Cloud API from AppExchange Real time
            • Lightning component
            • Managed package
            • Shows what customers are doing in real time

            See Add the Customer Event Stream Component to a Contacts or Leads Page.

            Next Best Promotion or Action

            From Personalization to Sales and Service Cloud

            API from AppExchange

            Real time
            • Lightning component
            • Managed package
            • Uses personalization server-side campaigns to define the next best promotion or action based on a user’s Unified Customer Profile

            See Server-Side Campaigns and Configure Server-Side Campaigns for Next-Best-Offers.

            Next Best Recommendation

            From Personalization to Sales and Service Cloud

            API from AppExchange

            Real time
            • Lightning component
            • Managed package
            • Uses personalization server-side campaigns to define the next best recommendation based on a user’s Unified Customer Profile

            See Server-Side Campaigns and Configure Server-Side Campaigns for Next-Best-Recommendations.

            Personalization Action for Flows

            From Sales and Service Cloud to Personalization

            API from AppExchange

            Real time
            • Managed package
            • Flows Apex Action Element
            • Sends Sales and Service record and field data to personalization in the form of identities, user attributes, and related profile objects

            See Automate Data Sent for Personalization Using Flows.

            See Also

             
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