Salesforce announced the closed pilot release of Customer 360 on September 25, 2018. The new product will be available in 2019 but the Salesforce team already released a blog post series to outline the usability of Customer 360.
What Is Customer 360?
In the first release of the blog post series, it was explained that Customer 360 is designed to work with other Salesforce apps for B2C.
Salesforce is the current leader in B2C apps. According to IDC, their Marketing Cloud is the leader in Market Share. Their Commerce Cloud, according to Forrester, is the leading Commerce App, and according to Gartner, Service Cloud is the leading Service App.
These B2C apps, as they explained, are wonderful to use on their own. The only problem is that syncing them with each other for customer resolutions is still difficult. The customer data stored by each of these cloud apps are not unified. That’s why, if a customer has records in all three databases, that customer appears as three individuals.
However, with the new Customer 360, the three databases can now be unified. A customer with records in all three can be assigned an ID that will be recognized across the three platforms. One customer will now become a single individual, not just a series of recorded data.
How Does Customer 360 Work?
Salesforce explains that Customer 360 will act as a central hub where customer data and events can be exchanged. It doesn’t copy the data and store them in another database. Instead, it will create and store customer profiles that can be retrieved from all three platforms.
These profiles are made by mapping customer records from the Marketing Cloud Data Extension, Commerce Cloud Customer Profiles, and Service Cloud Person’s Accounts.
And since it unifies customer data, it will aid in customer resolutions. When it assigns a unique ID for a customer, all data related to that individual can be pulled together across the three cloud platforms.