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Unify Service Data with Data 360 Reporting
Combine your service CRM data with engagement data from other sources so your support reps and supervisors can better help customers.
Service Cloud includes lots of data that you're familiar with, such as cases and accounts. But your customers are generating other data that can provide valuable context to your support team. Customers aren’t just filing cases; they're browsing your website, buying and returning products, giving feedback, and clicking marketing emails. When you integrate Data 360 with Service Cloud and Field Service, you can access and analyze that additional data in automations and data visualizations.
To get the whole picture about your forecast and the pipeline that’s there to fill it, gather and prepare data from these possible sources.
| Data Type | Examples |
|---|---|
| CRM data from Salesforce |
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| Third-party data |
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| Systems and assets |
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Unifying this data means your support team has the information they need to deliver proactive, data-driven customer service.
The Salesforce admin works in Setup and Data Cloud Setup to set up your Salesforce org, organize your data streams, and unlock insights that can be leveraged during service interactions.
Task 1: Configure Users for Data 360
To work with external data in Salesforce, make sure that Data 360 is set up and provisioned in your Salesforce org.
Task 2: Connect Your Data Sources to Data 360
Data sources are the places that currently hold your data. Those places can be Salesforce for cases and work orders or third-party sources such as Google Storage or Amazon S3 for past purchases or web engagement data. To bring your data together, connect your data sources in Data 360. How you connect your data depends on where the data is coming from. Make a list of where this data comes from and who has access and credentials to this data.
- Install the Service Cloud bundle in Data Cloud Setup. See Salesforce CRM Connector.
- Configure third-party data sources using a connector service or a pre-built connector or integration in Data Cloud Setup. You can also connect data, but not store it, through partner data sources using the Data 360 Bring Your Own Lake (BYOL) Data Federation.
Task 3: Bring Voice Call and Messaging Transcripts into Data 360
Get insights from your service team’s voice calls and enhanced messaging sessions by adding your transcript data to Data 360. Without this feature, supervisors have limited options for reporting on voice and messaging activity.
- Enable transcripts in Data Cloud.
- In Data Cloud Setup, view two new data streams that were created: one for conversation entries and one for related records, each with a data connector type of Conversation Storage. The data streams are mapped to the Conversation Entry and Engagement Topic data model objects, respectively.
After transcripts are enabled in Data 360, you can create Conversation Entry reports in Data 360, perform SOQL queries, and send API requests to the Data 360 endpoint.
Task 4: Map Your Data
Now that your data sources are connected, create data streams to bring the data into Salesforce. Your data is brought in as is, which means fields and their data types are imported without transformation. Next, this data must be mapped to the data model objects (DMOs) in Data Cloud.
- Create a data stream for your Salesforce CRM using a starter data bundle, which includes accounts, cases, and work orders. The data stream comes with pre-mapped fields for standard Salesforce objects.
- Create a data stream and for each of the external data sources. See Data Sources in Data Cloud to find all the connection steps for your data sources.
- For external sources and custom objects, you need to map your data to DMOs. Map all fields that are required for your business use cases and to complete identity resolution.
See Data Mapping.
Task 5: Unify Your Data into Profiles
Use an identity resolution ruleset to link multiple sources of data into one profile. A ruleset contains match and reconciliation rules based on the Account data model object or the Individual data model object.
- Create an identity resolution ruleset.
- Add match rules.
- Set a default reconciliation rule.
- Run the ruleset and then view unified profile results in Profile Explorer.
Task 6: Set Up Foundational Service Dashboards
Get pre-built dashboards to track KPIs and trends related to cases, Knowledge, Omni-Channel routing, and other service features. Surface data from these dashboards, such as the Customer Effort Score, in the Service Console to guide support reps during service interactions. While you can build your own apps in Data 360 without Service Intelligence, it's nice to have someone else do the visualization work for you.
For steps, see Service Intelligence Setup.
What's Next
Now that you’ve connected your data, you can bring the power of that data across Salesforce. Here are a few suggested next steps.
Enrich Service Cloud records with insights. After establishing a calculated insight or other supported Data 360 object, you can use it across Salesforce. Give your support team access to that great data by adding it to a custom field on account, contact, or case records.
Take advantage of pre-built Field Service dashboards. Monitor key contact center performance metrics with dashboards focused on assets, work orders, and service appointments. For example, understand and monitor service appointment volume across your organization by territory, status, work type, account, priority, and other attributes. For steps, see Field Service Intelligence Setup.
Monitor asset health to proactively address issues. Move from reactive, break-fix service to proactive field service with pre-built Asset Health Score dashboards and related Calculated Insights (CIs). Einstein draws on asset data and repair history to calculate an Asset Health Score and trigger an action for each asset, such as scheduling a proactive service appointment. For example, if a service outage causes a spike in cases impacting a subset of customers, trigger a flow that creates an incident and notifies all impacted customers. For steps, see Proactive Asset Service Setup.
