---
schema_version: "1"
id: 778f78e0a6b68308c526b06759cd5026c073432fbaa908804cc5dd9bc3bad310
title: Customization Use Case Library for CSI Score
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/analytics/264-0-0/csi_score_customisation_use_cases.md
canonical_url: https://help.salesforce.com/s/articleView?id=analytics.csi_score_customisation_use_cases.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 79ccd27ccf085271bf3ded97fb8fa243789f62f50b388399944378a02de3aa5e
description: Learn about the various types of business use cases that you can achieve by customizing CSI Score.
products:
  - Cross Cloud
release: "264"
---
# Customization Use Case Library for CSI Score

Learn about the various types of business use cases that you can achieve by customizing CSI Score.

- **[Example: Add a New Score with a Custom Data Source](https://help.salesforce.com/s/articleView?id=analytics.csi_score_customisation_use_cases_end_to_end.htm&release=264.0.0&type=5)**  
    The business executives at Northern Trail Outfitters (NTO) want to identify customers who are at risk due to frequent missed service deadlines. They need a new SLA Risk Score that reduces the all-up CSI score when NTO fails to meet contractual obligations. The admin must add SLA violations as a data source, create the scoring logic, and create the visual representation of the new score.
- **[Example: Add a KPI to a Composite Score](https://help.salesforce.com/s/articleView?id=analytics.csi_score_customisation_use_cases_metric.htm&release=264.0.0&type=5)**  
    Northern Trail Outfitters (NTO) tracks webinar attendance as a key indicator of engagement. They want to add this KPI to the Voice of Customer (VoC) composite score. This makes sure that customers who actively participate in enablement sessions are reflected as having higher health.
- **[Example: Change Logic for Composite Score and Update Visualization](https://help.salesforce.com/s/articleView?id=analytics.csi_score_customisation_use_cases_logic_update.htm&release=264.0.0&type=5)**  
    The Service VP at Northern Trail Outfitters (NTO) believes the standard Sentiment (SENT) score is too optimistic. They want to adjust the scoring logic to penalize negative feedback, flagging at-risk customers earlier. The admin must create a new calculated field with custom weights and update the dashboard widget to use the new logic.
- **[Example: Change Weightage of Composite Scores in All-Up CSI Score](https://help.salesforce.com/s/articleView?id=analytics.csi_score_customisation_use_cases_weightage.htm&release=264.0.0&type=5)**  
    The executive strategy at Northern Trail Outfitters (NTO) has shifted to prioritize revenue stability. They want the Revenue Health Score (RHS) to account for 25% of the overall all-up CSI score. This increases the weight from the default 15% without changing any underlying data sources. The admin must update the aggregation formula in the semantic model and point the dashboard to the custom logic.
- **[Example: Create an Industry-Specific Voice of Customer View](https://help.salesforce.com/s/articleView?id=analytics.csi_score_customisation_use_cases_visualization_update.htm&release=264.0.0&type=5)**  
    Marketing executives at Northern Trail Outfitters (NTO) want to compare customer sentiment across different market sectors. They want to see if retail customers are happier than manufacturing customers. The admin creates a simple bar chart by using the existing Voice of Customer (VoC) score and the Account Industry field and adds it to the CSI Score Overview dashboard.