Use the Sales Cloud and Service Cloud datasets to manage leads, track progress, and automate sales processes. Sales Cloud data is extracted from Salesforce standard objects, such as Account, Contact, and Lead. The Service Cloud dataset lets you engage your customers at the right time as they go through the support process. These data mappings relate to the Sales Cloud and Service Cloud bundles available for the Salesforce CRM connector.
The Sales Cloud and Service Cloud bundles automatically map Salesforce standard objects to mappings to Data Cloud standard data model objects (DMOs). You can view all the mappings by reviewing your data streams after the bundle is deployed. You can add or customize the data mappings. Identity resolution uses the DMOs to link multiple records into a unified customer profile.
Objects and Associated Bundles
When ingesting a bundle, these source objects are automatically mapped to DMOs. Find information about individual fields and specific relationships in the reference link related to that object.
Sales Cloud Bundle
| Source Object | Category | Mapping Reference |
|---|---|---|
| Account | Profile | Account Mapping |
| Contact | Profile | Contact Mappings |
| Lead | Profile | Lead Mapping |
| Opportunity | Other | Opportunity Mapping |
| Opportunity Contact Role | Other | Opportunity Contact Role Mapping |
| User | Profile | User Mapping |
Service Cloud Bundle
| Source Object | Category | Mapping Reference |
|---|---|---|
| Account | Profile | Account Mapping |
| Agent Work | Engagement | Agent Work Mapping |
| Agent Work Skill | Other | Agent Work Skill Mapping |
| Business Hours | Other | Business Hours Mapping |
| Case | Engagement | Case Mapping |
| Case History 2 | Other | Case History 2 Mapping |
| Contact | Profile | Contact Mappings |
| Email Message | Engagement | Email Message Mapping |
| Group | Profile | Group Mapping |
| Group Member | Profile | Group Member Mapping |
| Service Presence Status | Other | Service Presence Status Mapping |
| Skill | Other | Skill Mapping |
| Survey | Other | Survey Mapping |
| Survey Invitation | Other | Survey Invitation Mapping |
| Survey Page | Other | Survey Page Mapping |
| Survey Question | Other | Survey Question Mapping |
| Survey Question Response | Other | Survey Question Response Mapping |
| Survey Response | Other | Survey Response Mapping |
| Survey Subject | Other | Survey Subject Mapping |
| Survey Version | Other | Survey Version Mapping |
| User | Profile | User Mapping |
| User Role | Profile | User Role Mapping |
| User Service Presence | Other | User Service Presence Mapping |
Conversation Mining Bundle
This bundle is used for Service Intelligence visualizations of contact center performance metrics.
| Source Object | Category | Mapping Reference |
|---|---|---|
| ConversationReason | Other | ConversationReason Mapping |
| ConversationReasonExcerpt | Other | ConversationReasonExcerpt Mapping |
| ConversationReasonGroup | Other | ConversationReasonGroup Mapping |
| ConversationReasonReportDefinition | Other | ConversationReasonReportDefinition Mapping |
| ConvReasonReportSegmentDefinition | Other | ConvReasonReportSegmentDefinition Mapping |
Digital Engagement Bundle
This bundle is used to access Digital Engagement channel data for Service Cloud Voice, Enhanced Chat, and enhanced third-party channels, such as Facebook Messenger, Apple Messages for Business, WhatsApp, and SMS. The data can be used via reports, dashboards, and APIs for insightful conversation analytics.
| Source Object | Category | Mapping Reference |
|---|---|---|
| Conversation | Engagement | Conversation Mapping |
| ConversationParticipant | Engagement | Conversation Participant Mapping |
| MessagingSession | Engagement | Messaging Session Mapping |
| Participant | Other | Participant Mapping |
| VoiceCall | Engagement | Voice Call Mapping |
Knowledge Bundle
This bundle is used for Service Intelligence visualizations of knowledge article metrics.
| Source Object | Category | Mapping Reference |
|---|---|---|
| CaseArticle | Other | Case Article Mapping |
| DataCategory | Other | Data Category Mapping |
| DataCategoryGroup | Other | Data Category Group Mapping |
| Knowledge_DataCategorySelection | Other | Knowledge Data Category Selection Mapping |
| Knowledge_ka | Other | Knowledge Article Mapping |
| Knowledge_kav | Other | Knowledge Article Version Mappings |
| LinkedArticle | Other | Linked Article Mappings |
Related the Knowledge bundle, the Knowledge Article Views Ingestion API ingests other knowledge article data and automatically maps it DMOs.
| Source Object | Category | Mapping Reference |
|---|---|---|
| KnowledgeArticleEngagement | Other | Knowledge Article Engagement Mappings |
Field Service Core Bundle
| Source Object | Category |
|---|---|
| Asset | Other |
| AssetWarranty | Other |
| AssignedResource | Other |
| ContractLineItem | Other |
| ProductConsumed | Other |
| ProductItem | Other |
| ProductRequest | Other |
| ProductRequestLineItem | Other |
| ProductRequired | Other |
| ProductServiceCampaign | Other |
| ProductServiceCampaignItem | Other |
| ProductTransfer | Other |
| ResourceAbsence | Other |
| ServiceAppointment | Other |
| ServiceContract | Other |
| ServiceResource | Other |
| ServiceTerritory | Other |
| ServiceTerritoryMember | Other |
| Shift | Other |
| WarrantyTerm | Other |
| WorkOrder | Other |
| WorkOrderLineItem | Other |
| WorkType | Other |