Data Cloud: Customer 360 Workshop

In this workshop, you’ll learn how to leverage Salesforce Data Cloud to ingest, unify, and activate customer data across multiple sources in real time.

Exercise 1: Data-Powered Lead Capture

Capture restaurant partnership inquiries in real time via Pronto’s App, ingest them into Data Cloud, enrich with external market data, and apply a predictive scoring model so that high-potential leads are flagged immediately.

Step 1: Integrate Pronto’s Website with Data Cloud

Connect the Pronto Website with Data Cloud

1. Go to Data Cloud Setup → Web Connection
2. Select Pronto_Site
3. Go to the Sitemap Section and click Replace Sitemap
4. Open the sitemap from this link – sitemap.js
5. Paste the test into the text area.
6. Set "I’m sure I want to change my data capture rules" to true.
7. Click on Save.

Step 2: Connect to the Pronto App

1. In the App Launcher, select the Merchant Management app
2. On the Home Page click on Launch App
3. Log in with your Salesforce Credentials.

Step 3: Create an AI Model to Predict Lead Conversion Probability

Create a predictive AI model to predict lead conversion probability based on historical data.

1. In the Data Cloud app, select the Einstein Studio tab.

2. Click Add a Predictive Model.

3. Select Create a Model from Scratch.

4. Click Next.

5. Under What data would you like to use?, select Lead Engagement Training Data.

6. Click Next.

7. Click Next.

8. Set the following training values:

   Field	Value
   Which field would you like the model to predict values for?	IsConverted
   Would you like to maximize or minimize IsConverted?	Maximize
   isConverted	TRUE

9. Click Next.

10. Set Autopilot to Disabled.

11. Select the following fields for training:

    • TotalIndividualRecords
    • TotalWebEngagements
    • Source
    • WatchedVideo
    • EngagedWithEnterpriseElements
    • SubmittedLeadForm

12. Click Next.

13. Click Next.

14. Click Save.

15. Change the model name to Predict Lead Conversion Probability.

16. Click Save & Train.

Exercise 2: Data Cloud Ingestion & Unification

Step 1: Data Aggregation

1. Navigate to the Pronto site:
2. Log in with your Salesforce org credentials
3. Scroll to Partner with Pronto → Become a Partner
4. Watch the video, expand Enterprise, click Learn More, then Continue to Review → Submit application

At this point:

• Web SDK events stream in real time
• A CRM Lead is generated in Salesforce

Verify incoming events

1. Open Data Explorer → Data Model
2. Choose Page Engagement → sort by Created Date

Verify Individual records

1. Duplicate the Data Explorer tab
2. Choose Individual → sort by Created Date

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Real-Time Data Graph

1. Go to Data Graph → Real Time Individual and Engagements
2. Click View Properties to confirm sub-second processing

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Real-Time Insights

1. Open Calculated Insights → New → Real Time Insights
2. Select Real Time Individual and Engagements
3. Build an insight (e.g., video watch count vs. total engagements)
4. Return to Data Graph and view the insight node

TIP

CRM connector data syncs every 5–10 minutes, not sub-second.

Step 2: Data Unification and Identity Resolution

1. Go to Identity Resolution → Individual matching
2. Click Run RuleSet to execute on-demand
3. Review matching and reconciliation rules

Real-Time Identity Resolution

1. In Data Graph, select Real Time Identity Resolution V1

2. Confirm primary object Unified Individual ccid

3. Web SDK events resolve instantly; CRM events resolve on schedule (10–15 min)

   Result: A single record in Unified Individual ccid, aggregates in Unified Individual Link ccid.

Step 3: Real-Time Activation

1. In Flows, click New Flow → View All → Custom Real-Time Data Graph Event
2. Select Real Time Engagements graph and Individual DMO
3. Define entry criteria (e.g., videoCount > 3)
4. Add action to invoke Lead Scoring model
5. Add CRM action (e.g., create Opportunity or Task)

Build Custom UI

1. Open a unified Lead in your org
2. Verify Engagement Feed LWC via Connect API

TIP

Use Connect API to fetch unified ID and related engagements.