Option #2: Template Focused on Holistic Data Strategy
Salesforce Data Cloud in Company ABC
Business Value & Use Cases
Technical
Integrations required
UI development
Other configurations
Exec summary
Can the benefits be quantified
Marketing, Sales, Service, Analytics use cases
Implementation
What will be the steps for implementation
Will a services partner be needed?
What are some potential risks or issues you can anticipate
Cost savings, revenue growth
Crawl-Walk-Run Roadmap
Which LOB will be most suitable to start first with Data Cloud
What would be the first use cases for quick wins
What’s your vision for enterprise data platform in the long term (e.g., integration with AI)
Option #2: Template Focused on Technical use Case
Examples: Customer Service Use Cases
What is the desired end action? | | | |
And why? | | | |
What insights are available or required for the action? | | | |
What data elements are required for insights and action? | | | |
Potential Use Case | Description of Use Case #1 | Description of Use Case #1 | Description of Use Case #1 |
Examples: Customer Service Use Cases
What is the desired end action? | Auto-create a case | Send notifications | Upsell & Cross sell | ||
And why? | | Deflect calls/cases Reduce cost to serve Increase customer satisfaction Increase brand loyalty | | ||
What insights are available or required for the action? | Intent / Engagement Score | �Determine if Maint. Schedule reached | Intent / Engagement Score | ||
What data elements are required for insights and action? | Account / Contact data Case data Warranty and Asset data Website / Mobile Engagement data | Account / Contact data Past Purchases data Case data Usage / Telemetry data Device registry | Account / Contact data Past Purchases data Website / Mobile Engagement data | ||
Potential Use Case | Anticipate and Deflect Cases by Sharing Info Proactively (e.g. warranty extension notifications, product recalls, etc.) | Monitor Events and Devices to Identify Service Actions (e.g. proactively avoid usage/entitlement overcharges or schedule proactive maintenance based on device data) | Predict behavior to offer assistance and recommendations (e.g. provide agents with customer’s propensity to buy and next best action) | ||
Examples: Sales Use Cases
What is the desired end action? | Notify rep of new opportunity in account from another rep in another BU | Create lead in receiving org and update sending org with lead pass / referral status | Create/update opportunities and activities in receiving org | ||
And why? | Increase revenue Increase pipeline Increase rep productivity Faster decision making | ||||
What insights are available or required for the action? | Cross org insights such as # Oppties in Unified Account | Enrich ingested lead (i.e. map to account, update lead pass / referral status) | Enrich ingested accounts / opportunities (i.e. map opportunities to accounts across orgs) | ||
What data elements are required for insights and action? | Account / Opportunity data Quota data Historical Sales data Sales Performance data 3rd Party data | Lead data Account data Opportunity data | Account / Contact data Opportunity data Activities data Cases data | ||
Potential Use Case | Provide executives a full view of the sales forecast across multiple business units/orgs | Pass leads from one sales org to another to facilitate cross-selling | Allow sales reps / service agents to collaborate with their broader account team on opportunities or cases in separate orgs | ||