Learning Objectives
After completing this unit, you'll be able to:
- Explain why shared customer data matters.
- Describe how agents use connected data.
Shared Data, Shared Context
When every team reads the same customer profile, a service agent knows about the open opportunity and a rep knows about the open case. Data 360 unifies that profile from Salesforce and outside systems.
How Agents Use It
Agents ground their answers in the same profile. That's why a single source of truth matters: an agent can only be as accurate as the data it reads.
Tip
Fix duplicate and stale records before you launch an agent that reads them.
Quiz
To complete this unit, you need to answer all the quiz questions correctly.
+200 Points
1Why does a unified profile help agents?
2What should you do before launching an agent on customer data?