---
schema_version: "1"
id: 088e3020cca6d09a3013ad578cc0baab4d75e1edef3d7ffce76048e5a4ba49e2
title: Retail - Online to Offline - Sales Cloud and Service Cloud Integration
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/mktg/264-0-0/mc_pers_use_case_sales_service_retail.md
canonical_url: https://help.salesforce.com/s/articleView?id=mktg.mc_pers_use_case_sales_service_retail.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 0983ff714c0cc300a5f5aafc4fe04768e49e014534315f9dc9f1ca32bbadddab
description: Check out these example personalization use cases of Sales and Service Cloud integration for retail.
products:
  - Marketing
  - Salesforce Personalization
release: "264"
---
# Retail - Online to Offline - Sales Cloud and Service Cloud Integration

Check out these example personalization use cases of Sales and Service Cloud integration for retail.

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-mktg-mc_personalization-264-0-0-production-enus/16bf1f60-f44c-4260-a56e-f052cfe515a3/images/icon_note.png)

Note This functionality is available only in Marketing Cloud Personalization Premium Edition.

When it comes to personalizing your prospect and customers experience to increase the conversion rate at each step along the path, consider the customer lifecycle with its six key stages.

By building on visitor affinities with real-time interactions with your website, Marketing Cloud Personalization determines the next product they’re most likely to respond to. Make recommendations available to offline systems like Sales Cloud or Service Cloud to enable salespeople and service agents to make in-the-moment, relevant recommendations to prospects or customers.

![Life cycle stages for retail](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-mktg-mc_personalization-264-0-0-production-enus/16bf1f60-f44c-4260-a56e-f052cfe515a3/mc_personalization/images/mc_pers_use_case_retail.png)

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
        <colgroup>
          <col style="width:16.666666666666664%">
          <col style="width:16.666666666666664%">
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        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="col" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" id="d18857e74">Onboard</th>
            <th scope="col" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" id="d18857e77">Discover</th>
            <th scope="col" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" id="d18857e80">Compare</th>
            <th scope="col" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" id="d18857e83">Convert</th>
            <th scope="col" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" id="d18857e86">Expand</th>
            <th scope="col" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" id="d18857e90">Retain</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="Onboard" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d18857e74 ">Contextually introduce and inform. Capture key identity elements.</td>

            <td data-label="Discover" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d18857e77 ">Inspire and ensure easy exploration of relevant products and content.</td>

            <td data-label="Compare" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d18857e80 ">Encourage active product evaluation. Recognize signs of defection.</td>

            <td data-label="Convert" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d18857e83 ">Eliminate friction points. Prevent abandonment.</td>

            <td data-label="Expand" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d18857e86 ">Intelligently cross- and up-sell to increase UPT and AOV.</td>

            <td data-label="Retain" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d18857e90 ">Reinforce relationship. Continually nurture to grow LTV.</td>

          </tr>
          <tr class="">
            <td data-label="Onboard" class="slds-cell-wrap" rowspan="2" style="text-align:left;vertical-align:top;" headers="d18857e74 ">No User ID Available</td>

            <td data-label="Discover" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d18857e77 ">
              <a href="https://org62.my.salesforce.com/sfc/p/#000000000062/a/3y000001puHi/EwUeRxZW2c6J.8MyHcFKVlDvLwXKylD7yCXku6xoRpA" target="_blank">Einstein
                Recipes - Brand, Category and Products</a>
            </td>

            <td data-label="Compare" class="slds-cell-wrap" rowspan="2" style="text-align:left;vertical-align:top;" headers="d18857e80 ">
              <a href="https://org62.my.salesforce.com/sfc/p/#000000000062/a/3y000001puHj/W5kp6wygOpV8ahgA9WzObJ5Fhkypgmd..F4gOum0K08" target="_blank">Einstein Recipes - YMAL Products</a>
            </td>

            <td data-label="Convert" class="slds-cell-wrap" rowspan="2" style="text-align:left;vertical-align:top;" headers="d18857e83 ">
              <a href="https://org62.my.salesforce.com/sfc/p/#000000000062/a/3y000001puHn/dIwav7.yqjoK0okTxE82HXGVxKoPUVi_mxKl1euGf7w" target="_blank">Einstein Recipes - Add to Cart</a>
            </td>

            <td data-label="Expand" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d18857e86 ">
              <a href="https://org62.my.salesforce.com/sfc/p/#000000000062/a/3y000001puHj/W5kp6wygOpV8ahgA9WzObJ5Fhkypgmd..F4gOum0K08" target="_blank">Einstein
                Recipes - Cross-sell and Upsell Products</a>
            </td>

            <td data-label="Retain" class="slds-cell-wrap" rowspan="2" style="text-align:left;vertical-align:top;" headers="d18857e90 ">
              <a href="https://org62.my.salesforce.com/sfc/p/#000000000062/a/3y000001puHj/W5kp6wygOpV8ahgA9WzObJ5Fhkypgmd..F4gOum0K08" target="_blank">Einstein Recipes - Post-purchase Products</a>
            </td>

          </tr>
          <tr class="">
            <td data-label="Discover" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d18857e77 ">
              <a href="https://org62.my.salesforce.com/sfc/p/#000000000062/a/3y000001puHs/iNS0dmD.10BBr12FYbG.W9vfp8qfgm2nSXVzeSsXI68" target="_blank">Einstein
                Recipes - Content</a>
            </td>

            <td data-label="Expand" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d18857e86 ">
              <a href="https://org62.my.salesforce.com/sfc/p/#000000000062/a/3y000001puHj/W5kp6wygOpV8ahgA9WzObJ5Fhkypgmd..F4gOum0K08" target="_blank">Einstein
                Recipes - Add to Cart Value Threshold</a>
            </td>

          </tr>
        </tbody>
      </table>

#### See Also

- [Consider Personalization Use Cases](https://help.salesforce.com/s/articleView?id=mktg.mc_pers_use_case_about.htm&release=264.0.0&type=5 "Browse the Use Case Library to look for ideas and inspiration for your own personalization solutions. The use cases represent popular examples. But they’re not templates, nor do they encompass the full range of possible use cases for your business. Before you commit to implementing one or more personalization use cases, determine whether the use case aligns with your business goals, priorities, and other suitability criteria.")