Service Cloud is now powered by Data Cloud’s real-time data. Contact Center Data Cloud serves as your central hub for all customer-related activities. Through the Service Console, you can access the customer’s interactions, live purchases, important information, and Einstein’s recommendations on the best course of action for agents to take (see Figure 4.11).
Figure 4.11: Service Cloud Data Cloud makes customer service representatives more productive
There are currently three services generally available that work with Data Cloud:
- Contact Center Data Cloud
- Frontline Service
- WhatsApp-First Business Messaging
Contact Center Data Cloud is your command center for all the things related to the customer. With the Service Console, you can view the customer’s interactions, real-time purchases, key details, and the predicted next best action agents should take, served up by Einstein, all powered by Data Cloud (see Figure 4.12).
Figure 4.12: Get insights for each individual customer, served in real-time by Data Cloud
Real-time data from Data Cloud is geared towards Field Service, specifically frontline service teams who are physically present in the field to serve customers. With Data Cloud’s assistance, these teams can enhance the operational efficiency of assets and improve customer satisfaction by adopting a proactive approach to frontline service.
WhatsApp-First Business Messaging
Salesforce Customer 360 and WhatsApp are joining forces to enable organizations to seamlessly engage with their customers and streamline communication using the WhatsApp Business Platform API. This integration will facilitate efficient and effective customer interactions for businesses.
Traditionally, CDPs are used to support marketing activities, so it is a no-brainer that Data Cloud will supercharge your marketing efforts with the real-time data available at your disposal. Perhaps the biggest benefit from Salesforce Data Cloud comes in the form of more personalized marketing to customers (see Figure 4.13). Here, Data Cloud does not disappoint.
Figure 4.13: Data Cloud helps to personalize marketing in real-time
There are two generally available services that can supercharge your marketing campaigns:
- Real-time personalization
- Real-time journey orchestration
- Real-time personalization
Delivering personalized and meaningful experiences relies on the availability of accurate and timely data within unified customer profiles. To achieve this, the Marketing Cloud and Data Cloud have enhanced their integration, enabling marketing teams to leverage Data Cloud data and the real-time customer graph. This integration empowers marketers to provide AI-driven personalized recommendations in real-time, adapting these offers as the customer’s unified profile is updated with the latest data.
- Real-time journey orchestration
Real-time journey orchestration in Salesforce refers to the capability of orchestrating and managing customer journeys in real-time. It involves leveraging customer data, interactions, and triggers to dynamically guide customers through personalized journeys across various touchpoints and channels.
With the help of Data Cloud, real-time journey orchestration is now possible. The real-time journey orchestration in Salesforce involves automating and optimizing customer interactions based on real-time data, such as customer actions, events, or changes in their profile. This enables businesses to deliver seamless and consistent experiences across channels, ensuring that customers receive the most relevant and timely messaging or offers.