{"id":676,"date":"2019-01-29T17:22:00","date_gmt":"2023-09-07T17:22:47","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=676"},"modified":"2024-10-22T19:11:44","modified_gmt":"2024-10-22T19:11:44","slug":"que-es-salesforce-customer-360","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/mx\/blog\/que-es-salesforce-customer-360\/","title":{"rendered":"\u00bfQu\u00e9 es Salesforce Customer 360?"},"content":{"rendered":"\n<p>Las empresas se esfuerzan cada vez m\u00e1s por brindar <b>experiencias de atenci\u00f3n al cliente m\u00e1s conectadas<\/b>, pero para lograrlo es necesario abarcar diferentes \u00e1reas y procesos.<\/p>\n\n\n\n<p>Las <b>soluciones de Salesforce<\/b> ofrecen una mayor integraci\u00f3n, ya que todas las aplicaciones (<a adhocenable=\"false\" href=\"\/mx\/crm\/\">CRM<\/a>, Atenci\u00f3n al cliente, Marketing y otras) se ejecutan en una sola plataforma. Por lo tanto, toda la informaci\u00f3n se encuentra en un mismo lugar, lo que simplifica el trabajo de, por ejemplo, un <b>profesional de marketing<\/b>, quien puede visualizar de manera completa y sencilla sus campa\u00f1as y saber si estas generar\u00e1n clientes potenciales y oportunidades. Con esta estructura, las jerarqu\u00edas de las cuentas de clientes y las relaciones de contacto permiten obtener una visibilidad m\u00e1s profunda.<\/p>\n\n\n\n<p>Productos como <u><a adhocenable=\"false\" href=\"https:\/\/www.salesforce.com\/mx\/products\/sales-cloud\/overview\/\" target=\"_blank\" rel=\"noopener\">Sales Cloud<\/a><\/u>, <u><a adhocenable=\"false\" href=\"https:\/\/www.salesforce.com\/mx\/products\/service-cloud\/overview\/\" target=\"_blank\" rel=\"noopener\">Service Cloud<\/a><\/u>, <u><a adhocenable=\"false\" href=\"https:\/\/www.salesforce.com\/mx\/products\/pardot\/overview\/\" target=\"_blank\" rel=\"noopener\">Pardot<\/a><\/u>, <u><a adhocenable=\"false\" href=\"https:\/\/www.salesforce.com\/mx\/products\/community-cloud\/overview\/\" target=\"_blank\" rel=\"noopener\">Community Cloud<\/a><\/u>, <u><a adhocenable=\"false\" href=\"https:\/\/www.salesforce.com\/mx\/solutions\/industries\/healthcare\/overview\/\" target=\"_blank\" rel=\"noopener\">Health Cloud<\/a><\/u>, <u><a adhocenable=\"false\" href=\"https:\/\/www.salesforce.com\/mx\/solutions\/industries\/financial-services\/overview\/\" target=\"_blank\" rel=\"noopener\">Financial Services<\/a><\/u> y <u><a adhocenable=\"false\" href=\"https:\/\/www.salesforce.com\/mx\/products\/platform\/lightning\/\" target=\"_blank\" rel=\"noopener\">Lightning Platform<\/a><\/u> utilizan el mismo<b> modelo de datos, llamado <i>Standard and Custom Objects<\/i><\/b>. Adem\u00e1s de trabajar juntos, los datos est\u00e1n disponibles en <u><a adhocenable=\"false\" href=\"https:\/\/www.salesforce.com\/mx\/products\/einstein-analytics\/overview\/\" target=\"_blank\" rel=\"noopener\">Einstein Analytics<\/a><\/u> y en la aplicaci\u00f3n <u><a adhocenable=\"false\" href=\"https:\/\/www.salesforce.com\/mx\/solutions\/mobile\/overview\/\" target=\"_blank\" rel=\"noopener\">Salesforce Mobile<\/a><\/u>, lo que permite una integraci\u00f3n absoluta. <\/p>\n\n\n\n<div class=\"layout-three wp-block-salesforce-blog-offer\">\n\t<div class=\"wp-block-offer__wrapper\">\n\n\t\t<div class=\"wp-block-offer__content\">\n\t\t\t<h2 class=\"wp-block-offer__title\">Descubre el poder de Customer 360<\/h2>\n\t\t\t\t\t\t\t<p class=\"wp-block-offer__description\">La magia de los datos al alcance de todas las equipos. Re\u00fane los equipos de marketing, ventas, e-commerce, atenci\u00f3n al cliente y TI en torno al cliente y centraliza su operaci\u00f3n en una \u00fanica plataforma. <\/p>\n\t\t\t\n\t\t\t\n\t\t\t\t\t\t\t<div class=\"wp-block-button\">\n\t\t\t\t\t<a class=\"wp-block-button__link\" target=\"_blank\" href=\"https:\/\/www.salesforce.com\/mx\/products\/\">Ver m\u00e1s<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\t<div class=\"wp-block-offer__media\">\n\t\t\t\t\t<\/div>\n\t<\/div>\n\n\t\t\t<div class=\"wp-block-offer__graphics wp-block-offer__contour\"><\/div>\n\t\n\t\t\t<!-- Standard Illustration -->\n\t\t<img decoding=\"async\" class=\"wp-block-offer__graphics wp-block-offer__illustration\" src=\"https:\/\/www.salesforce.com\/mx\/blog\/wp-content\/themes\/salesforce-blog\/dist\/images\/offer-block\/offer-illustration-layout-three.png\" alt=\"\">\n\n\t\t<!-- Small Accent Illustration -->\n\t\t\t\t\t<img decoding=\"async\" class=\"wp-block-offer__graphics wp-block-offer__accent\" src=\"https:\/\/www.salesforce.com\/mx\/blog\/wp-content\/themes\/salesforce-blog\/dist\/images\/offer-block\/offer-accent-layout-three.png\" alt=\"\">\n\t\t\n\t\t<!-- Left Side Illustration -->\n\t\t\n\t\t<!-- Cloud Illustration -->\n\t\t\n\t<\/div>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-soluciones-de-salesforce-para-el-consumidor\"><b>Soluciones de Salesforce para el consumidor<\/b><\/h2>\n\n\n\n<p>La <b>experiencia omnicanal <\/b>es una realidad para muchas empresas. Marcas como Amazon han elevado el est\u00e1ndar en cuanto a una <b>atenci\u00f3n al cliente completa e integrada en todas las plataformas<\/b>. En el <b>universo de B2C,<\/b> Salesforce ofrece <b>aplicaciones en las \u00e1reas de marketing<\/b>, <u><a href=\"https:\/\/www.salesforce.com\/mx\/atencion-al-cliente\/\" target=\"_blank\" adhocenable=\"false\" rel=\"noopener\">atenci\u00f3n al cliente<\/a><\/u> y <b>comercio electr\u00f3nico<\/b>, pero el funcionamiento en conjunto de estas soluciones contin\u00faa presentando desaf\u00edos.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-pero-entonces-que-es-salesforce-customer-360-y-como-funciona\"><b>Pero entonces, \u00bfqu\u00e9 es Salesforce Customer 360 y c\u00f3mo funciona?<\/b><\/h2>\n\n\n\n<p><b>Salesforce Customer 360 es una soluci\u00f3n tecnol\u00f3gica basada en la nube<\/b> cuyo objetivo consiste en ayudar a las empresas a brindar al cliente una experiencia unificada que conecta f\u00e1cilmente <b>Service Cloud, Marketing Cloud <\/b>y<b> Commerce Cloud<\/b>,<b> <\/b>adem\u00e1s de otras aplicaciones externas. <\/p>\n\n\n\n<p>Se trata de diferentes funcionalidades que se est\u00e1n probando e implementado para mejorar los procesos, tales como el registro de clientes con cuentas personales de Service Cloud y la <b>asignaci\u00f3n de una identificaci\u00f3n a cada cliente<\/b>, lo que permite relacionar f\u00e1cilmente los registros de una misma persona en diferentes sistemas. <b>Customer 360<\/b> crea y almacena el perfil de un cliente y act\u00faa como una central que intercambia datos y eventos en todos los sistemas en el momento que sea necesario.<\/p>\n\n\n\n<figure data-wp-context=\"{&quot;imageId&quot;:&quot;69dc17af693dd&quot;}\" data-wp-interactive=\"core\/image\" data-wp-key=\"69dc17af693dd\" class=\"wp-block-image wp-lightbox-container\"><img decoding=\"async\" data-wp-class--hide=\"state.isContentHidden\" data-wp-class--show=\"state.isContentVisible\" data-wp-init=\"callbacks.setButtonStyles\" data-wp-on--click=\"actions.showLightbox\" data-wp-on--load=\"callbacks.setButtonStyles\" data-wp-on-window--resize=\"callbacks.setButtonStyles\" src=\"https:\/\/www.salesforce.com\/mx\/blog\/wp-content\/uploads\/sites\/11\/2023\/09\/customer360-mx.png?strip=all&#038;quality=95\" alt=\"\"\/><button\n\t\t\tclass=\"lightbox-trigger\"\n\t\t\ttype=\"button\"\n\t\t\taria-haspopup=\"dialog\"\n\t\t\taria-label=\"Enlarge\"\n\t\t\tdata-wp-init=\"callbacks.initTriggerButton\"\n\t\t\tdata-wp-on--click=\"actions.showLightbox\"\n\t\t\tdata-wp-style--right=\"state.imageButtonRight\"\n\t\t\tdata-wp-style--top=\"state.imageButtonTop\"\n\t\t>\n\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"12\" height=\"12\" fill=\"none\" viewBox=\"0 0 12 12\">\n\t\t\t\t<path fill=\"#fff\" d=\"M2 0a2 2 0 0 0-2 2v2h1.5V2a.5.5 0 0 1 .5-.5h2V0H2Zm2 10.5H2a.5.5 0 0 1-.5-.5V8H0v2a2 2 0 0 0 2 2h2v-1.5ZM8 12v-1.5h2a.5.5 0 0 0 .5-.5V8H12v2a2 2 0 0 1-2 2H8Zm2-12a2 2 0 0 1 2 2v2h-1.5V2a.5.5 0 0 0-.5-.5H8V0h2Z\" \/>\n\t\t\t<\/svg>\n\t\t<\/button><\/figure>\n\n\n\n<h3 class=\"wp-block-heading\"><b>Customer 360: experiencias de cliente conectadas<\/b><\/h3>\n\n\n\n<p>Los equipos de Salesforce est\u00e1n creando <b>recursos y experiencias innovadoras con Customer 360<\/b>. A continuaci\u00f3n presentamos ejemplos que ilustran algunas ventajas y diferenciales de esta iniciativa:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><b>Service Cloud Agent Console<\/b> incluir\u00e1 un perfil conciliado del cliente, un pedido de <a adhocenable=\"false\" href=\"\/mx\/products\/commerce-cloud\/overview\/\">Commerce<\/a> Cloud y los datos del carro de compras, adem\u00e1s de la capacidad de realizar pedidos en nombre de un cliente, todo con el soporte de Customer 360;<\/li>\n\n\n\n<li><b>Marketing Cloud<\/b> podr\u00e1 iniciar recorridos del carro de compras abandonado, activados por Commerce Cloud e impulsados por Customer 360;<\/li>\n\n\n\n<li>Una interfaz de usuario basada en clics para la gesti\u00f3n de aplicaciones y datos que permitir\u00e1 a los administradores establecer conexiones confiables \u200b\u200bentre las aplicaciones y las divisiones de Salesforce.<\/li>\n<\/ul>\n\n\n\n<p>Siga los canales de Salesforce y mant\u00e9ngase informado sobre las principales novedades en Salesforce Customer 360 a presentarse el pr\u00f3ximo a\u00f1o. Consulte tambi\u00e9n el estudio sobre <u><a adhocenable=\"false\" href=\"https:\/\/www.salesforce.com\/content\/dam\/web\/en_us\/www\/assets\/pdf\/datasheets\/trends-in-integrated-customer-experience-salesforce-research.pdf\" target=\"_blank\" rel=\"noopener\">Tendencias en experiencias de cliente integradas<\/a><\/u>.<\/p>\n\n\n\n<div class=\"layout-one wp-block-salesforce-blog-offer\">\n\t<div class=\"wp-block-offer__wrapper\">\n\n\t\t<div class=\"wp-block-offer__content\">\n\t\t\t<h2 class=\"wp-block-offer__title\">Conecta ventas y atenci\u00f3n alrededor del cliente<\/h2>\n\t\t\t\t\t\t\t<p class=\"wp-block-offer__description\">Comprende c\u00f3mo integrar los departamentos de tu empresa para ofrecer la experiencia que tus clientes esperan<\/p>\n\t\t\t\n\t\t\t\n\t\t\t\t\t\t\t<div class=\"wp-block-button\">\n\t\t\t\t\t<a class=\"wp-block-button__link\" target=\"_blank\" href=\"https:\/\/www.salesforce.com\/mx\/form\/service-cloud\/connect-sales-and-service-around-the-customer\/\">Descargar e-book<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\t<div class=\"wp-block-offer__media\">\n\t\t\t\t\t<\/div>\n\t<\/div>\n\n\t\t\t<div class=\"wp-block-offer__graphics wp-block-offer__contour\"><\/div>\n\t\n\t\t\t<!-- Standard Illustration -->\n\t\t<img decoding=\"async\" class=\"wp-block-offer__graphics wp-block-offer__illustration\" src=\"https:\/\/www.salesforce.com\/mx\/blog\/wp-content\/themes\/salesforce-blog\/dist\/images\/offer-block\/offer-illustration-layout-one.png\" alt=\"\">\n\n\t\t<!-- Small Accent Illustration -->\n\t\t\t\t\t<img decoding=\"async\" class=\"wp-block-offer__graphics wp-block-offer__accent\" src=\"https:\/\/www.salesforce.com\/mx\/blog\/wp-content\/themes\/salesforce-blog\/dist\/images\/offer-block\/offer-accent-layout-one.png\" alt=\"\">\n\t\t\n\t\t<!-- Left Side Illustration -->\n\t\t\n\t\t<!-- Cloud Illustration -->\n\t\t\t\t\t<img decoding=\"async\" class=\"wp-block-offer__graphics wp-block-offer__cloud\" src=\"https:\/\/www.salesforce.com\/mx\/blog\/wp-content\/themes\/salesforce-blog\/dist\/images\/offer-block\/offer-cloud-layout-one.png\" alt=\"\">\n\t\t\n\t<\/div>\n\n\n\n<p> <span id=\"authorRoot\" path=\"\/content\/blogs\/mx\/es\/authors\/\"><\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Conozca m\u00e1s sobre Salesforce Customer 360, el lanzamiento de Salesforce que ayuda a las empresas a brindar una experiencia unificada al cliente.<\/p>\n","protected":false},"author":1,"featured_media":678,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"sf_justforyou_enable_alt":true,"optimizely_content_id":"","post_meta_title":"","ai_synopsis":"","footnotes":""},"sf_topic":[2,11,42,155,450],"sf_content_type":[],"blog":[284,347,377,380],"coauthors":[4],"class_list":["post-676","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","sf_topic-sales","sf_topic-customer-experience","sf_topic-customer-success","sf_topic-customer-relationships","sf_topic-service-cloud","blog-customer-relationships","blog-sales","blog-customer-experience","blog-customer-success"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>\u00bfQu\u00e9 es Salesforce Customer 360? | Salesforce<\/title>\n<meta name=\"description\" content=\"Conozca 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