--- title: POC-CX1 - Support Integration slug: cebu/poc-cx1-support-integration docTags: createdAt: 2026-06-26T05:12:09.549Z --- This tutorial is designed to teach you how Adobe Experience Platform can be integrated into support systems There are two options for integration - we can push audience memberships and profile attributes via the Salesforce CRM Destination connector or you can pull the profile attributes, audiences and events via our Profile API. Activation via destinations is something that can be managed by a non-technical audience - calling the Profile API requires technical knowledge. ## Learning Objectives - Activate audiences to Salesforce CRM - How to call the profile API ## Activate to Salesforce :::hint{type="info"} You won't all be able to activate at the same time. This exercise should be done one person at a time. Note as well, the CRM connector behaves differently from the Marketing Cloud connector. For email integration you will use the Salesforce Marketing Cloud connector NOT the CRM connector. This exercise is related to service cloud integration only. ::: Navigate to **Connections ->** **Destinations **and go to the **Browse **tab. ![](https://api.archbee.com/api/optimize/1Jp0iolWv35Z_mkI7oUiT/czefX9oVGJFYar36_sW_z_image.png) We've configured for you one of our demo salesforce crm environments as a destination. Click on the three dots next to the salesforce crm destination and select to **Activate Audiences** ![](https://api.archbee.com/api/optimize/1Jp0iolWv35Z_mkI7oUiT/U6UCQxZKdlTIcjJq6nDKe_image.png) Select the audience you want to activate, for example the** Ancillary Meal Upsell** audience - this can be helpful to expose to support staff so they can prompt the user with a meal offer. Click **Next. ** ![](https://api.archbee.com/api/optimize/1Jp0iolWv35Z_mkI7oUiT/n2wlpQ4GD5LDdR_wSyYtz_image.png) The mapping step is where you can define which attributes are shared with Salesforce - at a minimum you need the customer identity to use for matching the contacts. Click **Next.** ![](https://api.archbee.com/api/optimize/1Jp0iolWv35Z_mkI7oUiT/ODFnGkXmvnOund1cxAkpM_image.png) The **mapping ID** is where you define which attribute in Salesforce the membership information will be added. Set the value to **aep\_audience3**. ![](https://api.archbee.com/api/optimize/1Jp0iolWv35Z_mkI7oUiT/qUlqS71ieAEsL8qxGWIrR_image.png) :::hint{type="info"} The mapping id relates to the custom field name on salesforce side, you can see field name within the Object Manager in Salesforce. This field creation and mapping would be managed by your Salesforce admins in co-ordination with your service use cases. ::Image[]{src="https://api.archbee.com/api/optimize/1Jp0iolWv35Z_mkI7oUiT/IPmAAdNFFQWSvWdYI2J2K_image.png" size="90" isUploading="false" width="877" height="561" darkWidth="877" darkHeight="561" position="flex-start" showCaption="false"} ::: Review your planned activation and click **Finish**. ![](https://api.archbee.com/api/optimize/1Jp0iolWv35Z_mkI7oUiT/FhWJgxXbDic7I2v_hxKGV_image.png) :::hint{type="success"} **Congratulations!** You've successfully activated an audience to Salesforce for display through Service Cloud. ::: ## Profile API For a closer integration we recommend using the Profile API to retrieve the real-time customer profile on demand. API Reference Documentation: [https://experienceleague.adobe.com/en/docs/experience-platform/profile/api/overview](https://experienceleague.adobe.com/en/docs/experience-platform/profile/api/overview) The API can be integrated into your service team facing interfaces, similar to what was shown during the Demo. ![](https://api.archbee.com/api/optimize/1Jp0iolWv35Z_mkI7oUiT/y1mb0lJ7UmWzUoGsCoVBj_image.png) ::::ExpandableHeading{isOpen="true"} ### Code Samples Here is an example request and response which you can test. Which attributes are returned is controlled both at the security level depending on access rights but also via the parameters in the request. Bearer tokens will be active for a maximum of 24 hours - contact Adobe for a fresh token if needed. :::CodeblockTabs Example Request ```curl curl --location 'https://platform.adobe.io/data/core/ups/access/entities?schema.name=_xdm.context.profile&entityId=199180182&entityIdNS=SFMC_SubscriberId&fields=identities%2Cperson%2C_experienceplatform%2C_demoapac.RFM%2C_demoapac.travelPreferences%2Cconsents%2C_demoapac.sfmc%2C_demoapac.CustomerAI%2C_demoapac.SystemComputedAttributes' \ --header 'x-gw-ims-org-id: BE961EDA67859D450A495E63@AdobeOrg' \ --header 'Authorization: Bearer eyJhbGciOiJSUzI1NiIsIng1dSI6Imltc19uYTEta2V5LWF0LTEuY2VyIiwia2lkIjoiaW1zX25hMS1rZXktYXQtMSIsIml0dCI6ImF0In0.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.h9QeNEhQPxpx5Yvp3QOmY3hPCKJD208QkP7QMOM8gZKkxvf90lDPN7kgt3r2tvFXKHbd_ZJ4VovJ_YZl7THkNU4uCPBrh6IcJwptG2ngXe3ZxcUiCXoswaZmHyaxhmOzWep8QLjFPOPsfbMwaZTmx99GHq8bRbCOlz2SBpcB04F5xToGO859RQ-V5hmPGXw7M1x6xlaV8Y6qh4h1ubz3ecHkVPUlfZ9VuDNFRcx5AnJWQSi-f7gsKOxRiBmyBJtbakejiHTNj0IPrt0KaCIZ6oDFlQixhdbun9EDdEsPz_I5XJqGmF1CduZOETdZy8wCW2_D0A0SsZOiuHg6FeRLPQ' \ --header 'x-api-key: d34cdaa8a68142b3abeb9eee6caa2afc' \ --header 'x-sandbox-name: cebu' \ --data '' ``` ::: :::CodeblockTabs Profile API Example Response ```json { "Gs2gvkFkg5Y_3ws": { "entityId": "Gs2gvkFkg5Y_3ws", "mergePolicy": { "id": "4abad90d-d346-49a6-8dcf-40e128e94bf5" }, "sources": [ "segments", "6a39fbea7c48f9543c87eaae", "profile-streaming-segment", "6a20d4bb3c75949e0415cba2", "6a20c3bd19856b251571f39a", "6a3c63662154682f5caa2652", "6a3b647df209f27288b1e507", "6a39fbea06fb1fd97d148433", "6a33866520b5d9b25c527489", "6a33a571e4967ba2e628045b" ], "tags": [ "a6d59977-804d-4fbd-a7eb-a0d4498aa796", "batchId-01KW3AV51KYA5N477SWGBATEKY", "aep_ups_segmentation_timers:38:187346192", "aep_ups_segmentation_timers:38:187345206", "7a068f9b-b28a-4c87-abbd-0de4423c7c80-b5483d86875e4621:030", "74AABC7D-8E71-4FEB-9BCB-B8AAB6BA4D82-869a0f186e1542d6:030", "batchId-01KW0RAS4V4B735PERTV43CA3Z", "batchId-01KW0MV9T08T86029Q2HD9EJSS", "542790d1-6e8e-4253-8a9c-0c6bd4ee4ca3:030", "066a9b71-39ac-4b40-b73f-3714c3453403:030", "a557fe0b-d1d2-44f5-bd3b-b9f6baace280:030", "3B59226B-3528-4096-8293-8D65FA50D78D-12bfda674fe540ab:030", "batchId-01KVW4HPM5W2N798C44YJ2RJ3H", "batchId-01KVVKM3WN3CNPYAND3V2K4H3F", "batchId-01KVD8P92WFR3R2Y1PMPT7Y90Z", "batchId-01KVD1WC6QGT0K3MCARTJ4FW3E" ], "identityGraph": [ "Gs2gvkFkg5Y_3ws", "A2_Upb9DKJ1kD0D2qxfyoigz", "CkF9r9VG65sZt_3vYSvZcLOfrAyvVrnbknazycO8lIGgeCrrUg", "BUF004IpZYnrP1XHm7vPoGnaG3vl3KJg", "A28CRJ6xN_fldNrv_4DtTPYx", "A286Q0ffMhwePCDa897e9WM1", "GqedvkJv1Pc_XbKuRgS3DdOGbgHWMQ", "A29aR30osybUdljZOUISG2Bd" ], "entity": { "_demoapac": { "RFM": { "monetary": 12258, "frequencyQuartile": 4, "recency": 9, "frequency": 1, "monetaryQuartile": 2, "recencyQuartile": 3 }, "travelPreferences": { "flight": { "fareClass": "Economy", "seatType": "Aisle", "meal": "Vegetarian" } }, "SystemComputedAttributes": { "lastPurchaseDate": "2026-06-14T06:52:51Z", "ltv": 2260.2799999999997 }, "CustomerAI": { "PropensitytoBook7days": { "scoreDate": "2026-06-26 00:00:00", "score": 99, "modelType": "conversion", "influentialFactors": [ { "value": "28", "importance": "low", "code": "Counts of productViews in last 7 days" }, { "value": "112", "importance": "low", "code": "Counts of productViews in last 30 days" }, { "value": "51", "importance": "low", "code": "Counts of eventType_exists_ in last 7 days" }, { "value": "204", "importance": "low", "code": "Counts of eventType_exists_ in last 30 days" } ], "percentileScore": 99, "probability": 0.9999999317467003 } }, "sfmc": { "joinDate": "2026-02-04T00:54:00Z", "status": "active", "bounceCount": 0 } }, "consents": { "marketing": { "any": { "val": "y" }, "preferred": "email", "email": { "val": "y" }, "sms": { "val": "y" }, "push": { "val": "y" }, "call": { "val": "n" } } }, "identityMap": { "email": [ { "id": "gillies+cebu8@adobe.com" } ], "iid": [ { "id": "d4f73f5d-b2ae-4604-b70d-d3866e01d631" } ], "ecid": [ { "id": "85625113424584558986728407608525969752" }, { "id": "43319308963969278023847188844276603424" }, { "id": "84234104966415820823600149535084507098" }, { "id": "11091842045008706123686375455665681984" } ], "sfmc_subscriberid": [ { "id": "199180182" } ], "email_lc_sha256": [ { "id": "d546eb9b19b7fdef612bd970b39fac0c56b9db9276b3c9c3bc9481a0782aeb52" } ] }, "person": { "name": { "lastName": "De Caro", "fullName": "Juan De Caro", "middleName": "", "firstName": "Juan" }, "birthYear": 1981, "birthDate": "1981-06-02", "birthDayAndMonth": "06-02", "gender": "not_specified" }, "consentPoliciesIDMap": { "6a3739662c55897c3beb3a73": {} } }, "lastModifiedAt": "2026-06-27T18:40:51Z" } } ``` ::: :::: ## Additional Resources The Profile API is best suited to **agent-initiated lookups at the moment of a service interaction - **a Salesforce agent clicks a record and the AEP profile is fetched on demand. The CRM Destination approach is better for **pre-populating Salesforce fields in batch ** with audience membership or propensity scores so that context is already present before the agent opens the record. Many implementations use both: push the slow-changing attributes via activation, and use the API for real-time signal retrieval during live interactions. - **[Real-Time Profile Access for Support & Sales](https://experienceleague.adobe.com/en/docs/blueprints-learn/architecture/architecture-diagrams/audience-activation/known-customer-audience-activation/customer-activity) - **Architecture Blueprint - [Entities (Profile Access) API Endpoint ](https://experienceleague.adobe.com/en/docs/experience-platform/profile/api/entities) - **[Salesforce Service Cloud Source Connector](https://experienceleague.adobe.com/en/docs/experience-platform/sources/connectors/customer-success/salesforce-service-cloud)** - **[Salesforce CRM Destination ](https://experienceleague.adobe.com/en/docs/experience-platform/destinations/catalog/crm/salesforce)**