Unifying Customer Experience: Leveraging Salesforce’s Seamless Cross-Cloud Identity Solution Kit
How to Implement a Seamless Identity Across Salesforce B2C Commerce Cloud and Experience Cloud for a Unified Customer Journey
In today’s digital-first world, customers expect a seamless experience across every touchpoint. However, managing multiple identities across different platforms can create friction. Salesforce’s Seamless Cross-Cloud Identity Solution Kit was designed to solve this challenge by unifying customer identity across B2C Commerce Cloud and Experience Cloud, enabling a smooth, consistent journey for your customers.
Although Salesforce has officially deprecated the Seamless Cross-Cloud Identity Solution Kit, it remains a valuable tool for businesses seeking to provide unified, cross-platform experiences. In this article, we’ll explore how the Seamless Cross-Cloud Identity Solution Kit works, its key components, and how you can still leverage it to enhance your customer journey.
What Is the Seamless Cross-Cloud Identity Solution Kit?
The Seamless Cross-Cloud Identity Solution Kit helps businesses unify customer identities across multiple Salesforce platforms, including B2C Commerce Cloud and Experience Cloud. With this kit, customers can log in with a single identity and gain visibility across the entire product catalog, streamlining the buying process and improving their experience.
Key Benefits:
- Single identity: Customers use one login across B2C Commerce Cloud and Experience Cloud.
- Simplified user experience: Customers can seamlessly move between different platforms without needing multiple credentials.
- Increased engagement: With a unified view, businesses can offer a more personalized experience that drives conversions.
How Does the Seamless Identity Solution Work?
Here’s a simplified workflow of how the Seamless Cross-Cloud Identity Solution Kit operates:
- Profile Creation: A customer creates a profile in Salesforce Identity, which is linked across platforms like B2C Commerce Cloud and Experience Cloud.
- Authentication: When the customer logs in to any connected Salesforce system (e.g., the storefront or a community), they are authenticated through Salesforce Identity.
- Profile Updates: Any updates made to the customer’s profile in Experience Cloud are synchronized across Commerce Cloud, allowing for consistent information across all touchpoints.
- Unified Experience: The customer can now move between platforms (like browsing products or participating in communities) without the need to log in again.
Design Considerations and Configurations
When implementing the Seamless Cross-Cloud Identity solution, several technical and design considerations must be taken into account:
- One Source of Truth: Establish Experience Cloud as the system of record for customer profiles, while B2C Commerce Cloud manages shopping data such as wishlists and payment information.
- Data Migration: If migrating customer data between platforms, ensure proper mapping and reconciliation of unique identifiers across B2C Commerce Cloud and Experience Cloud.
- Avoid Profile Syncing: It’s recommended to avoid synchronizing customer profiles between platforms to minimize complexity. Instead, use APIs to pull the necessary information when needed.
Additionally, OAuth2 should be implemented to allow customers to log in seamlessly across platforms without being asked for credentials multiple times. Once logged in via Experience Cloud, the same identity can be used to access B2C Commerce Cloud features and vice versa.
Why It Still Matters
Although Salesforce no longer maintains this solution kit, its functionality remains vital for businesses aiming to offer a unified customer journey. With increasing customer expectations for seamless digital experiences, it’s more important than ever to ensure that customers can interact with your brand across multiple touchpoints without unnecessary friction.
By leveraging Salesforce Identity, B2C Commerce Cloud, and Experience Cloud, businesses can ensure that customers enjoy a smooth journey — from browsing products to participating in communities — without being interrupted by login prompts or inconsistent information.
Expanded Capabilities with Salesforce Customer 360
While the Seamless Cross-Cloud Identity Solution Kit provides a unified login experience across Salesforce platforms, businesses can expand their identity management capabilities with Salesforce Customer 360. Customer 360 goes beyond seamless login by unifying customer data from multiple systems — such as B2C Commerce Cloud, Sales Cloud, and Marketing Cloud — to provide a comprehensive view of each customer. This enables businesses to drive deeper personalization, improved engagement, and advanced segmentation.
While implementing Customer 360 involves more complex integration, it offers insights and capabilities that extend beyond identity management, such as data orchestration, customer data management, and behavioural insights. Rather than being an alternative to seamless identity, Customer 360 serves as an enhancement, offering businesses the ability to manage customer identities and interactions holistically across the entire Salesforce ecosystem.
Final Thoughts
The Seamless Cross-Cloud Identity Solution Kit has been deprecated and removed from official Salesforce documentation, but its ability to unify identities across multiple clouds still offers significant value for businesses. For those looking to deliver a frictionless, customer-first experience, this solution kit provides a strong foundation for creating a seamless login and identity experience across platforms.
While no longer officially supported, businesses can still implement this solution with some customization to ensure customers enjoy a cohesive journey between B2C Commerce Cloud, Experience Cloud, and other platforms — ultimately driving engagement and conversions.
If you’re aiming to create a unified identity experience for your customers, this kit, despite its deprecation, remains a valuable starting point for establishing a consistent, cross-cloud experience.
My name is Oleg Sapishchuk, and I’m an experienced digital leader specializing in digital transformation and unified commerce solutions for some of the world’s most recognized brands. I frequently write about Salesforce B2C Commerce Cloud and share insights on how businesses can leverage technology for growth. I invite you to follow my Medium profile for more industry knowledge and perspectives on the future of digital leadership.
