---
schema_version: "1"
id: cc91968d52f6edb74c1a564ee38970509a51d748452fbc4f48edb5c552ca3136
title: "Example: Add a KPI to a Composite Score"
collection: admin
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locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/analytics/264-0-0/csi_score_customisation_use_cases_metric.md
canonical_url: https://help.salesforce.com/s/articleView?id=analytics.csi_score_customisation_use_cases_metric.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 757f4ecf48a581330e4dbacbc8db234ce5028a0ea93b13a4e0b7c56b3ecdb3af
description: 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.
products:
  - Cross Cloud
release: "264"
---
# Example: Add a KPI to a Composite Score

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.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=analytics.csi_score_learn_requirements.htm&amp;release=264.0.0&amp;type=5" title="Learn about the Salesforce editions, products, and licenses required for CSI Score.">View supported editions</a></td></tr></tbody></table>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d6443e60">User Permissions Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d6443e60 ">To create DMOs:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d6443e60 ">Data Cloud Architect permission set</td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d6443e60 ">To extend and customize semantic model:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d6443e60 ">Data Cloud Architect permission set</td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d6443e60 ">To create visualizations and dashboards:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d6443e60 ">Tableau Next Admin permission set</td>

          </tr>
        </tbody>
      </table>

## Bring Webinar Attendance Data to Data 360

1. Use the Salesforce CRM Connector to create a data stream that sends webinar attendance the custom Webinar Attendance object to Data 360.
    
    See [Create a Salesforce CRM Data Stream](https://help.salesforce.com/s/articleView?id=data.c360_a_create_crm_data_stream.htm&language=en_US).
2. Create a data model object (DMO) for Webinar Attendance and map fields from the custom object to the DMO.
    
    See [Create a Custom Data Model Object](https://help.salesforce.com/s/articleView?id=data.c360_a_create_custom_data_model_object.htm&language=en_US) and [Map Data Model Objects](https://help.salesforce.com/s/articleView?id=data.c360_a_map_custom_data_model_objects.htm&language=en_US)

## Add the KPI Logic in the Semantic Model

1. Extend the installed CSI Score semantic model.
    
    See [Configure a Semantic Model for Customizations](https://help.salesforce.com/s/articleView?id=analytics.csi_score_customisation_semantic_model_unlock.htm&release=264.0.0&type=5 "The CSI Score semantic model that you install is where all the metrics and calculations of composite scores and the all-up CSI score reside. The installed model is locked. You can't customize either the resources of the locked model or the CSI Score assets in Tableau Next that reference the locked model. You can either clone or extend the CSI Score semantic model to make your customizations.").
2. Add the Webinar Attendance DMO to your custom semantic model.
    
    See [Manage Data Objects in Tableau Semantics](https://help.salesforce.com/s/articleView?id=analytics.c360_a_sl_data_objects_manage.htm&language=en_US).
3. Relate the Webinar Attendance DMO to the Account DMO in the model to make sure attendance is attributed to the correct customer account.
    
    See [Create a Relationship Between Data 360 Objects](https://help.salesforce.com/s/articleView?id=analytics.c360_a_sl_relationship_create.htm&language=en_US).
4. Create a calculated field in your custom semantic model that converts raw attendance counts into a 0–100 scale.
    
    Formula: `IF([Webinar_Participation_Count__c] >= 4, 100, ([Webinar_Participation_Count__c] / 4) * 100)`.
    
    See [Create a Calculated Field](https://help.salesforce.com/s/articleView?id=analytics.c360_a_sl_calc_fields_create.htm&language=en_US).
5. Create a calculated field to include the normalized webinar attendance score in the VOC Score with lower weightage for the webinar attendance score.
    
    Formula:
    
    ```
    (0.40 * (
        (
          IFNULL(AVG(ZN([Field Service CSAT Normalized])), 0)
        + IFNULL(AVG(ZN([Marketing Cloud CSAT Normalized])), 0)
        + IFNULL(AVG(ZN([Sales Cloud CSAT Normalized])), 0)
        + IFNULL(AVG(ZN([Service Cloud CSAT Normalized])), 0)
        + IFNULL(AVG(ZN([Revenue Cloud CSAT Normalized])), 0)
        ) / 5
    ))
    +
    (0.40 * (
        (
          IFNULL(AVG(ZN([Field Service NPS Normalized])), 0)
        + IFNULL(AVG(ZN([Marketing Cloud NPS Normalized])), 0)
        + IFNULL(AVG(ZN([Sales Cloud NPS Normalized])), 0)
        + IFNULL(AVG(ZN([Service Cloud NPS Normalized])), 0)
        + IFNULL(AVG(ZN([Revenue Cloud NPS Normalized])), 0)
        ) / 5
    ))
    +
    (0.20 * IFNULL(AVG(ZN([Webinar_Score_Normalized])), 0))
    ```
6. Create a metric for the updated VOC score by using the new calculated field.
    
    See [Create a Metric for a Semantic Model](https://help.salesforce.com/s/articleView?id=analytics.c360_a_sl_metrics_create.htm&language=en_US).
7. Create a metric for the normalized webinar attendance score.

## Update CSI Score Metrics Dashboard with Updated VOC Score

1. Make a copy of the installed CSI Score Metrics dashboard.
    
    See [Customize Tableau Next Assets of CSI Score](https://help.salesforce.com/s/articleView?id=analytics.csi_score_customisation_visualisation.htm&release=264.0.0&type=5 "After the CSI Score is installed, a set of Tableau Next assets are added. The assets include visualizations and dashboards. Like the installed CSI Score semantic model, the installed visualizations and dashboards are locked. All locked visualizations use resources from the installed CSI Score semantic model that's also locked. You can't change resources used in locked visualizations to resources from your custom semantic model. The locked dashboards can be cloned but the new dashboards inherit locked visualization from the parent dashboard. You can either add widgets that use metrics from your custom semantic model. Or, you can replace the model and metric of the inherited widgets.").
2. On the Voice of Customer Score page, update these widgets with your new VOC Score metric.
    
    - Voice of Customer Score (VOC) tab
    - Voice of Customer (VOC) Score
    
    See [Add and Configure a Metric Widget](https://help.salesforce.com/s/articleView?id=analytics.tua_create_dashboard_metric.htm&language=en_US).
3. Add a widget to show the metric for webinar attendance on the Voice of Customer Score page.
4. Replace the installed CSI Score Metrics dashboard with your custom dashboard on the home page layout of the CSI Score app.
    
    See [Get Help for Lightning App Builder](https://help.salesforce.com/s/articleView?id=platform.lightning_app_builder_overview.htm&language=en_US).