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.
Required Editions
| View supported editions |
Understand How CSI Score Uses DMOs
CSI Score sources data from standard DMOs that are available in Data 360 by default. For CSI Score to use data from the DMOs, map the DMOs to their data sources.
If you have Service Cloud or Revenue Management, you can use their data kits to map standard objects to DMOs. These are some of the product-specific data kits you can use to send data from objects in your org to DMOs in Data 360:
You can also map DMOs with data sources such as custom objects that are unique to your Salesforce implementation and external data sources. To learn about how to connect data sources in Data 360, see Connect Data.
Recommended DMOs for Composite Scores
| Score | Recommended DMOs |
|---|---|
| Voice of Customer (VOC) Score |
|
| Sentiment Score (SENT) |
|
| Journey Experience Score (JXS) |
|
| Engagement Effectiveness Score (EES) |
|
| Revenue Health Score (RHS) |
|
| Operations Score (OPS) |
|
| Customer Health Score (CHS) |
|
| Churn Risk Index (CRI) |
|
| Customer Lifetime Value Score (CLV) |
|
