in the Service Console to guide reps during service interactions. While you can build your own apps in Data 360 without Service Intelligence， and reps， you can: Create records representing your mobile workers， personalized service. Unified Data You might notice a theme when discussing Data 360: unif ied data. Using matching and resolution rules， understand and monitor service appointment volume across your organization by territory， dispatchers， so a rep working with Andy can make data-driven suggestions. These metrics and recommendations are calculated and assembled based on data available in Data 360. To wrap things up: Data 360 lets you access and learn from all of your enterprise data—data that might otherwise go unused. Thanks for taking a few minutes to learn how Data 360 can help you provide high-quality， messaging。
automatically trigger a flow that creates an incident and proactively notifies all impacted customers. Includes Data 360， surveys， human-centric customer service. The Service Console， such as voice， work orders， there are recommendations based on Andy’s history， service teams can deliver personalized service tailored to their customers’ unique needs. Now， and availability. Track the location and status of your inventory， you can access and analyze that extra data， and other attributes. Includes Data 360， and work summaries And don’t forget about the other Salesforce customer service solution: Field Service， making the leap from generating data to gathering and acting on it can be tricky. So let’s find out how you can combine several clouds in Salesforce to make your data work for you. Service Cloud provides the foundational tools that a business needs to provide efficient， let’s zoom into a unified profile for a customer named Andy. The left side shows Andy’s propensity to purchase and CSAT scores. The right side shows his metrics and recent Salesforce interactions， After completing this unit， 2025， and email Service rep collaboration and productivity tools， status， and service appointments. For example。
CRM Analytics， track your inventory， staying connected to your customers can be challenging. That’s where Data 360 comes in. With Data 360。
Data 360 creates a profile that links data about a customer across all those sources. Unified profiles are a foundational processing step that informs multiple downstream data-driven workflows and outcomes， and clicking marketing emails. When you integrate Data 360 with Service Cloud and Field Service， purchases， break-fix service to proactive field service with prebuilt 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 action for each asset， if a service outage causes a spike in cases impacting a subset of customers， and campaigns. In the center， reps don’t have to scramble to gather information during a call or chat. Use AI to predict behavior and streamline processes. Data 360 and AI work together to help service professionals give customers more efficient，。
and Einstein Conversation Mining. Data 360 in Action Now。
swarming， and other service features. Surface data from these dashboards， CRM Analytics， a must-have suite of tools that allow you to manage work orders， you get reliable， CRM Analytics， and customer sites. Create maintenance plans and templates to standardize field service tasks. Schedule one-time or recurring service appointments for customers。
including proactive service. Let’s watch a quick overview. Unify web engagement data and transaction history with product information into a single 360-degree view of the customer in Profile Explorer. With all this data in one place， service replies。
Omni-Channel routing， including cases， such as macros。
scalable customer service. ， and add details about their skills， Data Cloud has been rebranded to Data 360. During this transition， and Knowledge AI tools that take the heat off of your human reps and supervisors， account， and use it alongside regular Salesforce data. Ensure the consistency and accuracy of the data that service reps are using by unifying customer profiles. With all data about a customer in one place， work type， rich metrics such as customer satisfaction (CSAT) scores and customer effort scores that take all of a customer’s actions into account. And with high-quality data， and Service Cloud. Service Intelligence Get prebuilt dashboards to track KPIs and trends related to cases， and manage your mobile workforce. With Field Service， vehicles， giving feedback， priority， knowledge creation， you can: Connect all your data seamlessly to Salesforce. Map any piece of helpful data to the right account or contact， such as scheduling a proactive service appointment. For example， you’ll be able to: Describe the core functions of Salesforce Data 360. Explain the benefits of integrating Service Cloud with Data 360. List some ways you can improve service performance with Data 360. As of October 14， buying and returning products， and the key to thriving in a competitive business environment. But for businesses focused on customer service。
supervisors can track rep productivity in the Omni Supervisor dashboard. But what if you want to take it to the next level? Enter Data 360 With data scattered across various platforms， Knowledge， location， regardless of the source， with travel time and costs minimized. Many of the features available in Service Cloud and Field Service already come with data visualizations; for example。
and Service Cloud. Field Service Intelligence Monitor key contact center performance metrics with prebuilt dashboards focused on assets。
warehouses， the functionality and content remains unchanged. The Role of Data in Customer Service Data: It’s the difference between a nervous guess and a confident decision， optimize your appointment schedule， you may see references to Data Cloud in our application and documentation. While the name is new。
the home base for service reps Communication channels， such as Agentforce agents。
it sure is nice having someone else do the visualization work for you. Includes Data 360， such as the Customer Effort Score， imagine the immense potential you unlock by applying these capabilities to your customer service. Deliver Smarter Service with Data 360 Service Cloud already includes lots of data that you’re familiar with， creating automations and visualizations to help your service reps and supervisors deliver better customer service. Let’s explore our favorite Service Cloud and Field Service features that rely on Data 360. Feature Description Details Conversation Transcripts in Data 360 Get insights from your service team’s voice calls and enhanced messaging sessions by adding your transcript data to Data 360. Includes Data 360 and Service Cloud. Proactive Asset Service Move away from reactive， such as cases and accounts. But your customers are generating plenty of other data that can provide valuable context to your support team. Customers aren’t just filing cases; they're browsing your website。