---
schema_version: "1"
id: 04f44f5ed4b4fc8ad3ce999b20134600faca590cd29fa227cc8abfc827d95711
title: KPI Relationships
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/analytics/264-0-0/csi_score_work_kpi_relationships.md
canonical_url: https://help.salesforce.com/s/articleView?id=analytics.csi_score_work_kpi_relationships.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 81523ca0a332f84b1cd14a90ab00bbc9687c50486471e8f9ea4489036732747c
description: 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.
products:
  - Cross Cloud
release: "264"
---
# KPI Relationships

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.

### 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>

## KPI Relationship Use Cases

- To validate if specific operational improvements such as increasing first-time fix rate are directly impacting the overall Customer Health Score (CHS).
- To identify leading indicators by spotting where a dip in a granular KPI such as First-Time Fix Rate precedes a decline in the composite score.
- To isolate root causes, overlay potential drivers such as NPS and CSAT to see which trend line most closely tracks the composite score change.
- To prioritize the most impactful business levers by reviewing the top drivers to see exactly which KPIs are universally moving the needle across accounts.

## KPI Relationship Trajectory

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

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d3851e88">Capability</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d3851e91">Business Value</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="Capability" class="slds-cell-wrap" style="vertical-align:top;" headers="d3851e88 ">Timeline overlay visualization</td>

            <td data-label="Business Value" class="slds-cell-wrap" style="vertical-align:top;" headers="d3851e91 ">
              <p>Plots the composite score and selected KPIs on a single chart to identify
                correlations.</p>
              <p style="margin-bottom:0;">It provides immediate visual proof of how specific metrics
                influence the top-level score, distinguishing between coincidence and
                causation.</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="Capability" class="slds-cell-wrap" style="vertical-align:top;" headers="d3851e88 ">Multi-metric comparison</td>

            <td data-label="Business Value" class="slds-cell-wrap" style="vertical-align:top;" headers="d3851e91 ">
              <p>Allows leaders to compare different combinations of KPIs against the main
                score.</p>
              <p style="margin-bottom:0;">It enables rapid hypothesis testing, allowing users to rule out
                irrelevant data points and focus on the actual drivers of performance.</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="Capability" class="slds-cell-wrap" style="vertical-align:top;" headers="d3851e88 ">Historical trend analysis</td>

            <td data-label="Business Value" class="slds-cell-wrap" style="vertical-align:top;" headers="d3851e91 ">
              <p>Shows performance shifts over customized time periods such as quarterly or
                monthly.</p>
              <p style="margin-bottom:0;">It helps distinguish between temporary seasonal blips and long-term
                structural changes in business health.</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="Capability" class="slds-cell-wrap" style="vertical-align:top;" headers="d3851e88 ">Granular breakdown</td>

            <td data-label="Business Value" class="slds-cell-wrap" style="vertical-align:top;" headers="d3851e91 ">
              <p>Links the high-level correlation view directly to the specific data
                points.</p>
              <p style="margin-bottom:0;">It moves leaders from seeing the trend to understanding the data,
                helping bridge the gap between strategic observation and operational
                reality.</p>
            </td>

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

## Top Drivers

The visualization for the top drivers of each composite score uses SHAP values generated by the composite score-specific predictive models. Insights are calculated across all accounts to provide a holistic view of the factors driving scores up or down across the entire customer base.

![Top drivers for voice of customer.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-analytics-csi_score-264-0-0-production-enus/5eb470d9-337a-48d8-b35b-1bd7b712912f/csi_score/images/csi_score_top_drivers.png)

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d3851e170">Capability</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d3851e173">Business Value</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="Capability" class="slds-cell-wrap" style="vertical-align:top;" headers="d3851e170 ">Visual priority ranking</td>

            <td data-label="Business Value" class="slds-cell-wrap" style="vertical-align:top;" headers="d3851e173 ">
              <p>Shows a rank-ordered bar chart of the top KPIs influencing a specific composite
                score.</p>
              <p style="margin-bottom:0;">It cuts through data noise and eliminates guesswork, focusing attention
                on the specific business levers that yield the highest return on
                investment.</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="Capability" class="slds-cell-wrap" style="vertical-align:top;" headers="d3851e170 ">Predictive impact quantification</td>

            <td data-label="Business Value" class="slds-cell-wrap" style="vertical-align:top;" headers="d3851e173 ">
              <p>Uses global SHAP values on the x-axis to assign a concrete, comparative
                numerical weight to each driver.</p>
              <p style="margin-bottom:0;">It translates complex predictive AI models to
                give data-backed justification needed for budget approval and resource
                reallocation.</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="Capability" class="slds-cell-wrap" style="vertical-align:top;" headers="d3851e170 ">Cross-organizational context</td>

            <td data-label="Business Value" class="slds-cell-wrap" style="vertical-align:top;" headers="d3851e173 ">
              <p>Aggregates driver data across the entire customer base rather than isolating
                individual accounts.</p>
              <p style="margin-bottom:0;">It makes sure that leadership is designing strategic
                initiatives to solve macro-level, systemic business challenges rather than
                over-indexing on one-off customer anomalies.</p>
            </td>

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