What Is Salesforce Customer 360 Data Manager?

Companies use tools on the premise of offering businesses a 360-degree view of their customers. Businesses also use these tools across departments, which create a lot of silos and breakdowns in customer data, ultimately unable to provide satisfactory customer experiences.

Salesforce Data Manager gives a unified view of your customer so that you can deliver the connected experience they expect from you. Service Cloud, Sales Cloud, Pardot, B2B Commerce, CPQ, Community Cloud, Health Cloud, Financial Services, and Lightning Platform use the same Standard and Custom Objects data model.

With the help of Salesforce B2B products such as Data Manager, professionals can have all the information related to marketing, sales, B2B commerce, and services over one single data model.

This data model helps the marketers to see how their campaigns are converting leads, opportunities, pipeline, and sales.

Other than that, a sales representative can also use Data Manager to view support cases before meetings and open new sales opportunities. In addition to it, customer account hierarchies and detailed contact information offer deeper visibility.

What is Salesforce Customer 360 Data Manager Basics

Customer 360 Data Manager assigns a global profile to each unique customer. With the help of a global profile, service agents get a complete view of the customer's order history without getting to pivot to the Commerce Cloud.

Customer 360 Data Manager gets your clouds to exchange data with the help of hub-and-spoke design that allows you to:

• Map the data from your clouds or system schemas to the Cloud Information Model.
• It can translate data from one cloud to another with the help of mappings set up.
• Create a consolidated view of each customer in order to provide the best data using rules configured by you.

The new cross-cloud technology initiative by the Salesforce, Customer 360 Data Manager, makes the B2C Marketing, Commerce, and Service Products work better together. Salesforce 360 Data Manager does a customer resolution as it assigns a global party unique ID to each person in order to intervene in multiple records of the person across different systems.

Instead of replicating all the related data into a central place, Customer 360 Data Manager creates and stores a customer profile and acts as a hub that exchanges data and events across the systems at the time of need.

Business to Customer

Amazon has mastered the connected customer experience within the B2C world with the help of is an army of engineers.

When the order is placed, a notification via email or SMS is sent to confirm the order along with the delivery updates. Also, the website offers recommendations viewing the history of your search and purchase. For support and other relevant issues, you have the agent to look over and resolve.

Amazon invested in the latest engineering to offer best in class services to its customers. Traditionally, retail and CPG, banking, government agency, and pharmaceutical companies struggled to deliver such an experience to their customers.

Salesforce 360 addressed these issues and tried to combine products and services that serve best for the engineers working in the background for their customers.

Salesforce Apps for B2C

Salesforce has designed leading apps for B2C engagement across Marketing, Commerce, and Service. As per the research done by the famous Gartner and Forrester,

• The marketing cloud is the leader in Enterprise Marketing Software Suites.
• Commerce Cloud is the leader in Digital Commerce.
• Service Cloud is the leader in Service App.

Tieing up the data of all can be challenging and dependant upon system architecture. Moreover, a system architecture can combine all to resolve multiple records of the same customer across systems and then roll out connected experiences.

Benefits of Implementing Salesforce Customer 360 Data Manager

Service and Commerce Cloud B2C admins use Data Manager to configure permission and access & data mapping for their respective systems.

Data Administration plays a central role in making business use Salesforce Customer 360 Data Manager effectively to achieve respective goals. The data admin works across the organization to ensure that data is accessed securely and safely. Some benefits of Customer 360 Data Manager are:

• Data Manager implementation means a reduction in the maintenance costs by eliminating point-to-point integration projects which typically required external technology to connect with the Salesforce apps and orgs.
• Enhanced speed of innovation and reduced time to value the implementation of customer data management on individual customer records.
• Simplifying the management and creation of a unique customer profit.
• Accelerating the development and deployment of the experiences in Service and Commerce Clouds to make seamless interaction among products.
• Improved customer experiences for the B2C customer journey, inclusive of service interactions for commerce shoppers or customers in companies with multiple service organizations.
• Provides a view into the quality of data across their business with an appropriate level of security and trust.
• Improved service agent productivity.
• Improved internal processes for managing compliance and exception handling.
• Making Service Agents more confident in the quality of customer data.

Implementation of Customer 360 Data Manager

When a service agent accesses the agent console, the console provides a unified profile of the customer, giving the agent the most accurate and up to date information. The data required is retrieved from the connected systems based on the relationships created via Customer 360 ID.

Here you have only reached the point where the data flows seamlessly. A data administrator work across functional roles and department for successful Salesforce Customer 360 Data Manager implementation. There are some steps for implementation needed to be taken. Thus, these are the five-level steps for implementing Salesforce Customer 360 Data Manager.

1.   Learn, Plan and then Start

Make yourself as well as your stakeholders ready in order to implement Customer 360 Data Manager. Prepare a plan as to how you want to integrate. Understand how it works, as well as strategize to turn it on.

2.   Registering Cloud and Organization to Customer 360 Data Manager

Registering yourself as a customer of Salesforce is essential as each customer is provided with the instances for Customer 360 Data Manager by Salesforce. The instance houses the metadata for each registered cloud and organization.

3.   Mapping, Loading, and Resolving the Data

Before getting on with the Salesforce Customer 360 Data Manager, it is essential to select the relevant data for loading. Configuring data objects and rules will then be used to match data so that it generates as one customer identity.

4.   Configuring Updated Rules

Since Data Admins are the ones that will set rules and evaluate the functionality of the Data Manager, they also configure how to respond to the changing events for seamless data syncing.

5.   Enabling Use-Cases

Data Administration can enable the cloud application as per the desired use-cases. Thus, an Admin can enable the Lightning Web Component in its Service Cloud.

The best part about Salesforce Customer 360 Data Manager is, you only need to install and configure it once the rest of everything is automated set as per your rules.

In the Nutshell -

Meeting customer expectations as well as connecting with their experience has grown complex. As customers want everything under their fingertips, companies, on the other hand, struggle to create and deliver top-notch experiences across channels.

Salesforce Implementation Services designed to help such businesses to deliver a connected experience. A single platform for the leaders for sales, service, communities, and commerce within and outside Salesforce. Salesforce Customer 360 Data Manager gives you:

• Shared Data of the customer across departments and organizations.
• A centralized hub to connect with multiple data sources.
• A global customer identity to ensure businesses are accurately using customer data and records.
• Access to the most updated customer data from connected systems.
• SIM mapping for a single representation of data across connected instances.
• Point-and-click features that include implementation time.