What to Consider for Optimizing Customer Engagement Using the Salesforce Ecosystem

Based on the data model, duplicate rules are used to recognize duplicate contacts between clouds. Aside from the Salesforce duplicate functionality, tools available on the AppExchange can help with duplicate management.

Fremont, CA: Companies will be able to customize the order in which their products appear, predict their customers' purchasing behavior, suggest promotions and discounts, and so on, thanks to the latest generation of artificial intelligence integrated into Salesforce Commerce Cloud, allowing them to take intelligent actions for one's strategy.

Considerations for Optimizing Customer Engagement Utilizing the Salesforce Ecosystem:

1.A Customer Data Model That Spans All Clouds: Person Accounts (B2C), Business Accounts (B2B), and other methods are used to differentiate between consumers and businesses. Roles and relationship types are used to create a hierarchy between contacts and deals. Standardize the various types of communications: objects to keep multiple emails, phone numbers, addresses, and other contact methods. To manage data quality, one can use JavaScript in Pardot (Landing Pages), AMPScript in Marketing Cloud Cloud Pages, and business rules in Sales Cloud or Service Cloud.

2.Contact Preferences: The contact preferences (Opt-In / Opt-Out) should be synchronized between the different clouds. Pardot and Marketing Cloud each have their own processes for managing Opt-In / Opt-Out in their various preference centers and their own synchronization methods with Sales Cloud.

3.Definition of Buyer Personalities: The criteria for developing Buyer Personas must be based on a database that is already available in the Sales Cloud and the Service Cloud. Data and functionality from Pardot and Marketing Cloud should also be used. Listening functionality in Social Studio also aids in this definition. Aside from data from the various Salesforce clouds, one must also use audience data from digital ads and SEO techniques.

4.Duplicate Management: The data model uses duplicate rules to recognize duplicate contacts between clouds. Aside from the Salesforce duplicate functionality, tools available on the AppExchange can help with duplicate management.