---
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title: CSI Score (Beta)
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/analytics/264-0-0/csi_score.md
canonical_url: https://help.salesforce.com/s/articleView?id=analytics.csi_score.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: f6d3af245e2546041df238a1b64a86b3de08d4d2edd793f9afe2d75291b2813b
description: CSI Score synthesizes and translates customer signals into a trusted score that reveals drivers, business impact, and risk across the customer lifecycle. With this unified score, leaders can align teams, mitigate risks early, and drive measurable business outcomes. By unifying operational, sentiment, and unstructured signals across departments, it surfaces not just customer health, but emerging risks, growth opportunities, and operational priorities. Change becomes explainable and impact measurable, enabling leaders to act early, align teams, and make confident, outcome-driven decisions.
products:
  - Cross Cloud
release: "264"
---
# CSI Score (Beta)

CSI Score synthesizes and translates customer signals into a trusted score that reveals drivers, business impact, and risk across the customer lifecycle. With this unified score, leaders can align teams, mitigate risks early, and drive measurable business outcomes. By unifying operational, sentiment, and unstructured signals across departments, it surfaces not just customer health, but emerging risks, growth opportunities, and operational priorities. Change becomes explainable and impact measurable, enabling leaders to act early, align teams, and make confident, outcome-driven decisions.

![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-analytics-csi_score-264-0-0-production-enus/5eb470d9-337a-48d8-b35b-1bd7b712912f/images/icon_important.png)

Important CSI Score is a pilot or beta service that is subject to the Beta Services Terms at [Agreements - Salesforce.com](https://www.salesforce.com/company/legal/agreements/) or a written Unified Pilot Agreement if executed by Customer, and applicable terms in the [Product Terms Directory](https://ptd.salesforce.com/?_ga=2.247987783.1372150065.1709219475-629000709.1639001992). Use of this pilot or beta service is at the Customer's sole discretion.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
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          <td class="slds-cell-wrap" style="text-align:left;vertical-align:top;"><span style="vertical-align:text-bottom;display:inline-block;"><img style="width:20px;margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-analytics-csi_score-264-0-0-production-enus/5eb470d9-337a-48d8-b35b-1bd7b712912f/resources-global/_corporate/images/learning_minimap/architect_minimap.png" alt="Image for introductory resources"></span></td>

          <td class="slds-cell-wrap" style="text-align:left;vertical-align:top;">
            <p>Read these articles to learn about the features:</p>
            <ul>
              <li><a href="https://help.salesforce.com/s/articleView?id=analytics.csi_score_about.htm&amp;release=264.0.0&amp;type=5" title="Transform fragmented data into executive clarity with CSI Score, a unified intelligence standard that consolidates cross-cloud signals into a single, trusted index for proactive decision-making.">About CSI Score</a></li>

              <li><a href="https://help.salesforce.com/s/articleView?id=analytics.csi_score_learn_value.htm&amp;release=264.0.0&amp;type=5" title="Companies generate vast amounts of customer data across functions, but those signals often remain fragmented and isolated. When teams measure the same KPIs differently, it becomes difficult to understand what is truly changing or where to act. CSI Score resolves this by bringing critical customer signals together into one trusted score. It explains drivers, impact, and risk across the full customer lifecycle. This enables leaders to align decisions, prioritize action, and manage the business with confidence.">Why CSI Score?</a></li>

              <li><a href="https://help.salesforce.com/s/articleView?id=analytics.csi_score_learn_scores.htm&amp;release=264.0.0&amp;type=5" title="CSI Score is built from nine composite scores that roll up into a single, trusted all-up CSI Score for the company. Grounded in established best-practices, each composite score is calculated from a set of customer signals normalized to deliver consistent behavioral, perception, and operational insights. Together, these scores act as critical decision signals across the customer lifecycle. The all-up CSI Score provides a clear measure of overall business performance that serves as a strategic anchor for prioritizing action and guiding key decisions.">Composite Scores and
                  All-Up Score Available with CSI Score</a></li>

            </ul>
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          <td class="slds-cell-wrap" style="text-align:left;vertical-align:top;"><span style="vertical-align:text-bottom;display:inline-block;"><img style="width:20px;margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-analytics-csi_score-264-0-0-production-enus/5eb470d9-337a-48d8-b35b-1bd7b712912f/resources-global/_corporate/images/learning_minimap/marketing-success_minimap.png" alt="Image for day-to-day task resources"></span></td>

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            <p>Read these resources to learn how to use CSI Score for everyday decisions:</p>
            <ul>
              <li><a href="https://help.salesforce.com/s/articleView?id=analytics.csi_score_work_overview.htm&amp;release=264.0.0&amp;type=5" title="Business executives and line-of-business leaders use the CSI Overview tab to review the overall company health and performance. An AI-generated summary provides leaders insights about the top composite scores that are driving the all-up CSI score. Each of department's perception and the behavioral CSI score highlights the performance gaps and departmental risks. Leaders can also view a target list of accounts that require executive intervention to protect revenue or drive growth.">CSI Overview</a></li>

              <li><a href="https://help.salesforce.com/s/articleView?id=analytics.csi_score_work_metrics.htm&amp;release=264.0.0&amp;type=5" title="Business executives and line-of-business leaders use the CSI Metrics tab to uncover the drivers of business health with the composite scores. Detailed breakdowns of the composite scores spanning sentiment, operations, and revenue quantify performance across the customer lifecycle. Comprehensive KPIs and targeted account watchlists for each composite score empower leaders to diagnose root causes, predict churn risks, and unlock growth opportunities.">CSI Metrics</a></li>

              <li><a href="https://help.salesforce.com/s/articleView?id=analytics.csi_score_work_kpi_relationships.htm&amp;release=264.0.0&amp;type=5" title="Visualizes the correlation between the composite scores and their KPIs on a unified timeline. See the global top drivers for the composite scores that are derived from predictive models. Overlay KPI trends and use SHAP values to reveal cause-and-effect connections to validate hypotheses and pinpoint the exact levers driving overall business health.">KPI
                  Relationships</a></li>

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        </tr>
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          <td class="slds-cell-wrap" style="text-align:left;vertical-align:top;"><span style="vertical-align:text-bottom;display:inline-block;"><img style="width:20px;margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-analytics-csi_score-264-0-0-production-enus/5eb470d9-337a-48d8-b35b-1bd7b712912f/resources-global/_corporate/images/learning_minimap/help_minimap.png" alt="Image for setup resources"></span></td>

          <td class="slds-cell-wrap" style="text-align:left;vertical-align:top;">
            <p>Read these articles to learn about CSI Score setup:</p>
            <ul>
              <li><a href="https://help.salesforce.com/s/articleView?id=analytics.csi_score_setup_enable.htm&amp;release=264.0.0&amp;type=5" title="Turn on Salesforce products that CSI Score uses and complete the prerequisite setup for these products to implement CSI Score for your company.">Configure Prerequisite
                  Salesforce Products for CSI Score</a></li>

              <li><a href="https://help.salesforce.com/s/articleView?id=analytics.csi_score_setup_source_mapping.htm&amp;release=264.0.0&amp;type=5" title="CSI Score sources data from data model objects (DMOs) in Data 360 to calculate composite scores. Map the specific DMOs you want the CSI Score Semantic Model and the C360 Semantic Model to use for calculating scores. The Account DMO is mandatory. All other DMOs are optional. You can map them based on whether your Salesforce implementation uses those objects and whether you want to include that data in your score calculations.">Data Requirements
                  for CSI Score</a></li>

              <li><a href="https://help.salesforce.com/s/articleView?id=analytics.csi_score_setup_enable.htm&amp;release=264.0.0&amp;type=5" title="Turn on Salesforce products that CSI Score uses and complete the prerequisite setup for these products to implement CSI Score for your company.">Install CSI
                  Score</a></li>

              <li><a href="https://help.salesforce.com/s/articleView?id=analytics.csi_score_setup_permissions.htm&amp;release=264.0.0&amp;type=5" title="Assign business users Tableau Next permission sets that they require to view the CSI Score dashboards and other assets on the CSI Score app.">Permission Sets
                  Required to Work with CSI Score</a></li>

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          <td class="slds-cell-wrap" style="text-align:left;vertical-align:top;"><span style="vertical-align:text-bottom;display:inline-block;"><img style="height:20px;margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-analytics-csi_score-264-0-0-production-enus/5eb470d9-337a-48d8-b35b-1bd7b712912f/resources-global/_corporate/images/learning_minimap/dev_minimap.png" alt="Image for customization resources"></span></td>

          <td class="slds-cell-wrap" style="text-align:left;vertical-align:top;">
            <p>Read these resources to learn about how to customize CSI Score:</p>
            <ul>
              <li><a href="https://help.salesforce.com/s/articleView?id=analytics.csi_score_customisation.htm&amp;release=264.0.0&amp;type=5" title="Customize and extend CSI Score based on the company's priority metrics and KPIs, scoring logic, and visualization preferences. Admins or analysts can add new scores, update the data source for scores, enhance the scoring logic, calculations, and weights, and customize visualizations. Modify metric weights to change the influence of specific scores, such as increasing the weight of the Sentiment Score from 0.5 to 0.7. Add new KPIs to integrate proprietary metrics such as custom churn probability, or customize dashboards to enhance the visual layout for specific business needs.">Customize CSI
                  Score</a></li>

              <li><a href="https://help.salesforce.com/s/articleView?id=analytics.csi_score_customisation_use_cases.htm&amp;release=264.0.0&amp;type=5" title="Learn about the various types of business use cases that you can achieve by customizing CSI Score.">Customization
                  Use Case Library for CSI Score</a></li>

            </ul>
          </td>

        </tr>
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          <td class="slds-cell-wrap" style="text-align:left;vertical-align:top;"><span style="vertical-align:text-bottom;display:inline-block;"><img style="height:20px;margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-analytics-csi_score-264-0-0-production-enus/5eb470d9-337a-48d8-b35b-1bd7b712912f/resources-global/_corporate/images/learning_minimap/dev_minimap.png" alt="Image for customization resources"></span></td>

          <td class="slds-cell-wrap" style="text-align:left;vertical-align:top;">
            <p>Read these resources to learn about how to configure predictive models for CSI Score:</p>
            <ul>
              <li><a href="https://help.salesforce.com/s/articleView?id=analytics.csi_score_predictive.htm&amp;release=264.0.0&amp;type=5" title="CSI Score uses Einstein Studio's Gradient Boosting Machine (GBM) to identify the top-drivers for the composite scores. Each composite score gets its unique predictive model. You can retrain the models with your company's data and modify the models to include KPIs unique to your company.">Manage Predictive Models for
                  CSI</a></li>

              <li><a href="https://help.salesforce.com/s/articleView?id=analytics.csi_score_predictive_training_use_cases.htm&amp;release=264.0.0&amp;type=5" title="Learn about the various types of business use cases that you can achieve by customizing the predictive models of CSI Score.">Predictive Model Customization Use Case Library for CSI Score</a></li>

            </ul>
          </td>

        </tr>
        <tr class="">
          <td class="slds-cell-wrap" style="text-align:left;vertical-align:top;"><span style="vertical-align:text-bottom;display:inline-block;"><img style="width:20px;margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-analytics-csi_score-264-0-0-production-enus/5eb470d9-337a-48d8-b35b-1bd7b712912f/resources-global/_corporate/images/learning_minimap/marketing-success_minimap.png" alt="Image for scoring logic resources"></span></td>

          <td class="slds-cell-wrap" style="text-align:left;vertical-align:top;">
            <p>Read these articles to learn about the scoring logic:</p>
            <ul>
              <li><a href="https://help.salesforce.com/s/articleView?id=analytics.csi_score_learn_work.htm&amp;release=264.0.0&amp;type=5" title="Explore the technical architecture and the tiered calculation logic of CSI Score. Discover how Data 360, semantic models, and Tableau Next turn raw signals into weighted composite scores and a definitive executive metric.">How CSI Score
                  Works</a></li>

              <li><a href="https://help.salesforce.com/s/articleView?id=analytics.csi_score_logic_industry_scores.htm&amp;release=264.0.0&amp;type=5" title="Understand the calculation logic, underlying formulas, and resources used to compute the composite scores. You can find and review all the building blocks for the composite scores in the CSI Score semantic model.">Composite Score
                  Logic and Resources</a></li>

              <li><a href="https://help.salesforce.com/s/articleView?id=analytics.csi_score_logic_all_up_score.htm&amp;release=264.0.0&amp;type=5" title="Understand the calculation logic, underlying formulas, and resources used to calculate the all-up CSI score.">All-Up CSI Score
                  Logic and Resources</a></li>

            </ul>
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