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Customer 360 Profile & Dynamic Workbenches

The Customer 360 Profile in DriveMetaData provides a consolidated operational dossier for individual customers. it unifies contact identifiers, commerce metrics, multi-touch attribution history, chronological journey timelines, and modular data workbenches into a single pane of glass.

1. Module Overview & Business Outcomes​

The Customer 360 Profile enables customer success leads, account executives, and fraud analysts to:

  • Inspect Complete Identity Graphs: View stitched identifiers (email, mobile, CRM ID, and DMD UID) in one place.
  • Audit Chronological Customer Journeys: Trace every marketing touchpoint, site visit, cart update, and order completion in sequence.
  • Verify Multi-Touch Attribution: Review which specific ad campaign, keyword, and publisher introduced and closed the customer.
  • Explore Deep Event Telemetry: Use interactive Dynamic Tab Workbenches to filter transaction rows, analyze session heatmaps, and export filtered logs.

2. Prerequisites, Entitlements & RBAC​

CapabilityRole RequiredPermissions / Token
View Profile & JourneyViewer, Editor, AdminBasic workspace access. Contact data is masked by default.
Reveal Raw PIIEditor, AdminUser must have explicit pii_read permission assigned.
Export Event DataEditor, AdminData export clearance enabled.

3. Product Workspace Anatomy​

customer-360

4. Canonical Step-by-Step Walkthrough​

Step 1: Open a Customer 360 Profile​

  • From the Profiles Directory (/profiles), click any customer name or ID.
  • Direct URL pattern: /customer-360-profile/[customerId] (e.g., /customer-360-profile/usr-101).

Step 2: Manage PII Disclosure (Mask vs. Reveal)​

  1. By default, sensitive fields are masked (ar••••@gmail.com, ••••••3210).
  2. If your user account has pii_read authorization, click Reveal in the identity disclosure banner.
  3. The email, phone number, Customer ID, and DMD UID will unmask for the duration of your active browser session.
  4. Click Hide to restore masking immediately.

Step 3: Copy the Canonical DMD UID​

  • Beside the DMD UID label in the header, click the Copy icon.
  • The canonical identifier is copied to your clipboard for use in Audience Builder filter rules or developer API calls.

Step 4: Review High-Level KPIs & Revenue Quality​

  1. On the Overview tab, inspect the top metric cards:
    • Lifetime Value (LTV): Cumulative net spend across all purchases.
    • Total Orders: Historical transaction count.
    • Average Order Value (AOV): Spend efficiency per checkout.
    • Engagement Score: Behavioral activity index out of 100.
  2. In the Revenue Quality panel, review signals like purchase frequency and margin contribution.
  3. In the Data Freshness panel, confirm the last synchronization timestamp across your connected commerce platforms (e.g., Shopify, Magento).

Step 5: Trace the Customer Journey Timeline​

  1. Scroll down to the Customer Journey section.
  2. Review chronological events marked by status chips (ORDER, CAMPAIGN, PAGEVIEW, TOUCHPOINT).
  3. Expand any journey item to inspect event metadata, such as order numbers, cart totals, or campaign creative IDs.

Step 6: Audit Multi-Touch Attribution​

  1. In the Attribution Summary panel, compare the First Touch card against the Last Touch card:
    • Source, Campaign, Medium, Content, Term, and Publisher ID.
  2. In the Touchpoints Panel, review the full touchpoint history.
  3. Check the Credit Badges to observe how fractional attribution models (Linear vs. Position-Based) assign revenue credit across interactions.
  4. Verify the Deterministic vs. Probabilistic badge on each touchpoint.

Step 7: Explore Granular Dynamic Tab Workbenches​

Beyond the Overview tab, switch to specialized dynamic entity tabs:

  • Transactions Tab:
    • View historical orders and order item details.
    • Use the Date Range Bar to isolate specific purchasing quarters.
  • Events Tab:
    • Inspect the raw digital telemetry stream.
    • Click Column Filter to filter events by event name (e.g., add_to_cart).
  • Exporting Workbench Data:
    • In any dynamic tab, click Export to CSV to download the filtered table records.

5. Operational Guardrails & Data Governance​

  • Zero-Persistence PII Reveal: The PII reveal state is strictly held in React component memory. Refreshing the browser, closing the tab, or switching workspaces automatically revokes the reveal state, restoring default masking.
  • Audit Trail: Every time an operator clicks "Reveal", an immutable audit record is submitted to the tenant's security logs containing the operator's user ID, client IP, timestamp, and accessed customerId.
  • Dynamic Tab Query Limit: Dynamic event queries are capped at a maximum of 500 rows per query to maintain optimal browser rendering performance.

6. Troubleshooting & Error Playbook​

SymptomProbable Root CauseActionable Resolution
Error: "Customer profile not found"Non-existent customer ID entered in route, or profile was merged under another DMD UID.Search for the customer in the Profiles Directory to retrieve their active canonical identifier.
"Reveal" PII toggle is disabled or missingUser account lacks pii_read administrative clearance.Contact your workspace administrator to grant PII read permission.
Journey timeline shows gaps in activityTracking SDK was temporarily disconnected on the client app during that timeframe.Verify data source sync status in the Data Freshness panel.
Touchpoints panel shows "No touchpoint records found"Customer has only visited organically without query parameters or ad tracking tags.Normal behavior for direct, untagged traffic.

7. Downstream Handoff & Next Steps​