# Customer 360 products and what they solve

*Platform Foundations Study Guide · Salesforce Ecosystem · Last updated October 16, 2026 · https://www.certifyforce.com/study-guide/platform-foundations/salesforce-ecosystem/customer-360-products-and-what-they-solve*

Match a business use case to the right Customer 360 product: Agentforce Sales, Agentforce Service and Field Service, Experience Cloud, marketing and commerce, Data 360, Tableau, MuleSoft, Slack, and which Agentforce agent fits a job.

- Certification: Salesforce Platform Foundations
- Exam section: Salesforce Ecosystem
- Study guide: https://www.certifyforce.com/study-guide/platform-foundations

**Official exam objective:**

> Given a use case, identify which Salesforce Customer 360 product offerings could be used.

## What the exam expects

- Given a use case, name the Customer 360 product that solves it: Agentforce Sales (formerly Sales Cloud), Agentforce Service (formerly Service Cloud), Field Service, Experience Cloud, marketing, commerce, Data 360 (formerly Data Cloud), Tableau, MuleSoft or Slack.
- Pick the right feature inside a product: Forecasting and Pipeline Inspection for sales leaders, Omni-Channel routing and Slack swarming for service.
- Tell customer self-service sites and partner portals apart.
- Match an Agentforce agent to a job, and name an agent's components.
- Explain what one shared data model across products makes possible.

Key terms:
- **Customer 360:** Salesforce's apps for every line of business on one unified platform.
- **Omni-Channel:** routing that assigns work by skill and pushes it to reps only when they are available.
- **Experience Cloud site:** a branded portal for customers or partners, connected to your CRM.
- **Agent:** an autonomous AI application that carries out specialized tasks for employees and customers.
- **Data 360:** the product that unifies data from many systems into trusted context.

## Key facts

| Fact | Detail | Source |
|---|---|---|
| Lead ranking and routing | Agentforce Sales routes leads to the best possible rep | [Grow Your Business](https://trailhead.salesforce.com/content/learn/modules/sales-cloud-platform-quick-look/grow-your-business-with-the-sales-cloud-platform) |
| Forecast impact | Pipeline Inspection shows which deals will impact forecasts | [Measure Sales Metrics](https://trailhead.salesforce.com/content/learn/modules/sales-cloud-platform-quick-look/measure-sales-metrics-that-matter) |
| Skills-based routing | Omni-Channel assigns by skill and pushes work only to available reps | [Deliver Intelligent Omni-Channel Service](https://trailhead.salesforce.com/content/learn/modules/service-cloud-platform-quick-look/deliver-omnichannel-service) |
| Supervisor view | Command Center for Service is a tab in the Service Console | [Deliver Intelligent Omni-Channel Service](https://trailhead.salesforce.com/content/learn/modules/service-cloud-platform-quick-look/deliver-omnichannel-service) |
| Expert collaboration | Slack swarm from the Service Console; solution saved to the case | [Resolve Cases Faster](https://trailhead.salesforce.com/content/learn/modules/service-cloud-platform-quick-look/resolve-cases-faster) |
| Field Service | Tools to fix issues onsite, online or offline | [Get Started with Agentforce Service](https://trailhead.salesforce.com/content/learn/modules/service-cloud-platform-quick-look/get-to-know-the-service-cloud-platform) |
| Self-service site | Customers search knowledge and create cases that appear in Salesforce | [Engage with Your Customers](https://trailhead.salesforce.com/content/learn/modules/community_cloud_basics/communities_setting_goals_for_community) |
| Partner Central template | Includes lead distribution and deal registration | [Engage with Your Partners](https://trailhead.salesforce.com/content/learn/modules/community_cloud_basics/communities_partner_community) |
| Agent data | CRM data plus external data from Data 360 | [Discover Agentforce](https://trailhead.salesforce.com/content/learn/modules/agentforce-agents-quick-look/discover-agentforce-agents) |
| Agent components | Role, Knowledge, Actions, Guardrails, Channels | [Discover Agentforce](https://trailhead.salesforce.com/content/learn/modules/agentforce-agents-quick-look/discover-agentforce-agents) |
| Shared data model | Service shares one data model with Marketing, Sales and Commerce | [Get Started with Agentforce Service](https://trailhead.salesforce.com/content/learn/modules/service-cloud-platform-quick-look/get-to-know-the-service-cloud-platform) |

## Check yourself

- Why does a sales VP who wants to know which deal changes will move the forecast need Pipeline Inspection?
- When is Field Service the right offering?
- Which Experience Cloud template feature lets resellers receive leads and register deals?
- Why would an agent planner bring in Data 360?

## Sources

- [Get to Know Agentforce Sales](https://trailhead.salesforce.com/content/learn/modules/sales-cloud-platform-quick-look/get-to-know-the-sales-cloud-platform)
- [Grow Your Business with Agentforce Sales](https://trailhead.salesforce.com/content/learn/modules/sales-cloud-platform-quick-look/grow-your-business-with-the-sales-cloud-platform)
- [Measure Sales Metrics that Matter](https://trailhead.salesforce.com/content/learn/modules/sales-cloud-platform-quick-look/measure-sales-metrics-that-matter)
- [Get Started with Agentforce Service](https://trailhead.salesforce.com/content/learn/modules/service-cloud-platform-quick-look/get-to-know-the-service-cloud-platform)
- [Deliver Intelligent Omni-Channel Service](https://trailhead.salesforce.com/content/learn/modules/service-cloud-platform-quick-look/deliver-omnichannel-service)
- [Resolve Cases Faster with Agentic Experiences](https://trailhead.salesforce.com/content/learn/modules/service-cloud-platform-quick-look/resolve-cases-faster)
- [Get Started with Experience Cloud](https://trailhead.salesforce.com/content/learn/modules/community_cloud_basics/communities_intro_to_community_cloud)
- [Engage with Your Customers](https://trailhead.salesforce.com/content/learn/modules/community_cloud_basics/communities_setting_goals_for_community)
- [Engage with Your Partners](https://trailhead.salesforce.com/content/learn/modules/community_cloud_basics/communities_partner_community)
- [Discover Agentforce](https://trailhead.salesforce.com/content/learn/modules/agentforce-agents-quick-look/discover-agentforce-agents)
- [Salesforce Products](https://www.salesforce.com/products/)
- [Data 360 (Formerly Data Cloud)](https://www.salesforce.com/data/)
- [Marketing Cloud](https://www.salesforce.com/marketing/)
- [Commerce Cloud](https://www.salesforce.com/commerce/)
- [Tableau and Salesforce Analytics](https://www.salesforce.com/analytics/)
- [MuleSoft](https://www.salesforce.com/mulesoft/)
- [Slack and Salesforce](https://www.salesforce.com/slack/)

## About the full unit

The "Core concepts", "Exam traps" and "Worked scenario" sections of this unit, its 12 linked practice questions, and unlimited timed mock exams are included with the Platform Foundations pack (USD $19): https://www.certifyforce.com/practice-exams