Markin + Salesforce Service Cloud
Retention and expansion decisions in the case view.
Agents are given scripts, not decisions. Giving them one ranked action with the reason attached is both easier to follow and, unlike a script, measurable against a control group.
Decision APIRead only
What Markin reads
- Case history and resolution outcomes
- Account and entitlement data
What Markin writes back
- A single recommended action per case, with reason and expected value
How the connection works
| Pattern | What it means here |
|---|---|
| Decision API | The surface asks Markin for a decision at render time and receives one action plus its reason, with a defined fallback. |
| Read only | Markin reads signal from this system. Nothing is written back and no schema is changed. |
Salesforce Service Cloud questions
- How does Markin connect to Salesforce Service Cloud?
- Decision API, Read only. The surface asks Markin for a decision at render time and receives one action plus its reason, with a defined fallback.
- What does Markin read from Salesforce Service Cloud?
- Case history and resolution outcomes; Account and entitlement data.
- What does Markin write back into Salesforce Service Cloud?
- A single recommended action per case, with reason and expected value
- Do we have to move our data to Markin?
- No. Markin reads from your warehouse, product events and operational systems in place, on your compute, under the access rules your data team already set. Nothing is copied into a separate customer base and there is no vendor-side profile store to migrate off later.
- Does Markin replace our engagement platform or CDP?
- No, and it should not. Your engagement platform keeps the channel, the templates, the deliverability and the governance. Your CDP keeps identity and consent. Markin adds the layer neither has: deciding which action deserves to exist for each customer, and proving it against a holdout.
- What if the system we use is not listed?
- The four activation patterns cover almost everything: attribute write-back, triggered event, decision API and direct surface rendering. Any system that exposes an API, accepts a table, or can read a warehouse column can receive decisions. New connectors are built during deployment, typically in days.