Salesforce Ecosystem32% of the exam
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.
Given a use case, identify which Salesforce Customer 360 product offerings could be used.
~8 min read · 12 practice questions ·
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
Lead ranking and routing
- Detail
- Agentforce Sales routes leads to the best possible rep
Forecast impact
- Detail
- Pipeline Inspection shows which deals will impact forecasts
Skills-based routing
- Detail
- Omni-Channel assigns by skill and pushes work only to available reps
Supervisor view
- Detail
- Command Center for Service is a tab in the Service Console
Expert collaboration
- Detail
- Slack swarm from the Service Console; solution saved to the case
Field Service
- Detail
- Tools to fix issues onsite, online or offline
Self-service site
- Detail
- Customers search knowledge and create cases that appear in Salesforce
Partner Central template
- Detail
- Includes lead distribution and deal registration
Agent data
- Detail
- CRM data plus external data from Data 360
Agent components
- Detail
- Role, Knowledge, Actions, Guardrails, Channels
Shared data model
- Detail
- Service shares one data model with Marketing, Sales and Commerce
Sources for this section (8)
- Grow Your Businesstrailhead.salesforce.com (opens in a new tab)
- Measure Sales Metricstrailhead.salesforce.com (opens in a new tab)
- Deliver Intelligent Omni-Channel Servicetrailhead.salesforce.com (opens in a new tab)
- Resolve Cases Fastertrailhead.salesforce.com (opens in a new tab)
- Get Started with Agentforce Servicetrailhead.salesforce.com (opens in a new tab)
- Engage with Your Customerstrailhead.salesforce.com (opens in a new tab)
- Engage with Your Partnerstrailhead.salesforce.com (opens in a new tab)
- Discover Agentforcetrailhead.salesforce.com (opens in a new tab)
- 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?
The questions are free to read. Answers with their sources and self-grading are included with the pack.
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