---
schema_version: "1"
id: 99a4454878c496a16ce5067661e78d9a645dce30725b6ab842cda4a9c666ee5b
title: CSI Overview
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/analytics/264-0-0/csi_score_work_overview.md
canonical_url: https://help.salesforce.com/s/articleView?id=analytics.csi_score_work_overview.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: f06acc8dc4cf916d35213dd6db82883995a1e6c5ad7407607d60e750abe0d170
description: 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.
products:
  - Cross Cloud
release: "264"
---
# CSI Overview

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.

### 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>

## Global Filters

- Timeframe: Use this filter to focus the dashboard to a specific time period.
- Account: Use this filter to select a list of accounts for which you want to view the dashboard.

## All-Up CSI Score and AI Summary

![All-up CSI score and AI insight on CSI Overview tab.](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_overview_all_up_insight.png)

 
| Element | What It Does |
| --- | --- |
| CSI Score | The all-up CSI score integrates all composite scores into a single, trusted measure of overall customer and business performance. Rather than providing a static summary, it acts as an executive-level decision signal that reveals drivers, impact, and risk across the customer lifecycle. This comprehensive metric represents the holistic view of company health and serves as the definitive executive score. |
| Insight Summary | The AI-generated summary gives an immediate explanation of the top two composite scores that have impacted the all-up CSI score during the selected period. |

## Perception and Behavioral CSI Score by Department

![Perception and Behavioral CSI Score by Department on CSI Overview tab.](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_overview_by_cloud.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="d6260e140">Element</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d6260e143">What It Does</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="Element" class="slds-cell-wrap" style="vertical-align:top;" headers="d6260e140 ">Perception Score by Department</td>

            <td data-label="What It Does" class="slds-cell-wrap" style="vertical-align:top;" headers="d6260e143 ">
              <p>These signals capture shifts in customer confidence, satisfaction, and brand
                perception.</p>
              <p style="margin-bottom:0;">These scores are derived from customer feedback and sentiment
                signals, such as CSAT, survey responses, and sentiment extracted from
                conversations and emails.</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="Element" class="slds-cell-wrap" style="vertical-align:top;" headers="d6260e140 ">Behavioral Scores by Department</td>

            <td data-label="What It Does" class="slds-cell-wrap" style="vertical-align:top;" headers="d6260e143 ">
              <p>These signals indicate how customers are interacting with the business and
                often surface early operational or revenue-related risk.</p>
              <p style="margin-bottom:0;">These scores are built
                from KPIs that reflect observable customer actions, such as renewals,
                opportunities won, usage patterns, and case resolution performance.</p>
            </td>

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

## Account Watchlist

![Account watchlist on the CSI Overview tab.](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_overview_watchlist.png)

Review a curated watchlist of accounts requiring attention based on movement, risk, and impact. This list isolates the specific accounts driving the all-up CSI score. Leaders can focus on the customers that matter most and determine the most appropriate proactive response.

## Composite Scores

![Composite scores on the CSI Overview tab.](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_overview_composite.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="d6260e217">Element</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d6260e220">What It Does</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="Element" class="slds-cell-wrap" style="vertical-align:top;" headers="d6260e217 ">Voice of Customer (VoC)</td>

            <td data-label="What It Does" class="slds-cell-wrap" style="vertical-align:top;" headers="d6260e220 ">
              <p>Assesses how customers feel about their experiences. </p>
              <p style="margin-bottom:0;">Serves as a key driver
                of brand reputation and customer advocacy.</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="Element" class="slds-cell-wrap" style="vertical-align:top;" headers="d6260e217 ">Sentiment (SENT)</td>

            <td data-label="What It Does" class="slds-cell-wrap" style="vertical-align:top;" headers="d6260e220 ">
              <p>Measures emotional tone across customer conversations, text, and feedback to
                reveal underlying attitudes and opinions.</p>
              <p style="margin-bottom:0;">Drives proactive resolution and customer
                experience improvement by unifying textual and vocal sentiment across all
                interactions, including emails, calls, and tickets.</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="Element" class="slds-cell-wrap" style="vertical-align:top;" headers="d6260e217 ">Journey Experience Score (JXS)</td>

            <td data-label="What It Does" class="slds-cell-wrap" style="vertical-align:top;" headers="d6260e220 ">
              <p>Quantifies the quality of customer experience during journeys, such as brand
                introduction, quote-to-cash, service, and renewals.</p>
              <p style="margin-bottom:0;">Drives funnel efficiency and
                conversion by highlighting where customers stall or succeed.</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="Element" class="slds-cell-wrap" style="vertical-align:top;" headers="d6260e217 ">Engagement Effectiveness Score (EES)</td>

            <td data-label="What It Does" class="slds-cell-wrap" style="vertical-align:top;" headers="d6260e220 ">
              <p>Quantifies the depth and frequency of customer interactions with products,
                services, and channels.</p>
              <p style="margin-bottom:0;">Drives adoption, stickiness, and upsell opportunity by
                signaling the true level of customer commitment.</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="Element" class="slds-cell-wrap" style="vertical-align:top;" headers="d6260e217 ">Revenue Health Score (RHS)</td>

            <td data-label="What It Does" class="slds-cell-wrap" style="vertical-align:top;" headers="d6260e220 ">
              <p>Tracks contribution to top-line performance by combining revenue growth,
                lead-to-cash conversion, expansion, and retention outcomes.</p>
              <p style="margin-bottom:0;">Serves as a key driver
                of top-line growth and pipeline health by quantifying the financial impact of
                accounts.</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="Element" class="slds-cell-wrap" style="vertical-align:top;" headers="d6260e217 ">Operations Score (OPS)</td>

            <td data-label="What It Does" class="slds-cell-wrap" style="vertical-align:top;" headers="d6260e220 ">
              <p>Evaluates the efficiency and effectiveness of internal processes that drive
                customer delivery.</p>
              <p style="margin-bottom:0;">Drives cost optimization and service quality by measuring how
                well operations support the customer experience.</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="Element" class="slds-cell-wrap" style="vertical-align:top;" headers="d6260e217 ">Customer Health Score (CHS)</td>

            <td data-label="What It Does" class="slds-cell-wrap" style="vertical-align:top;" headers="d6260e220 ">
              <p>Integrates usage, adoption, and support signals to reflect the overall vitality
                of the customer relationship.</p>
              <p style="margin-bottom:0;">Indicates account stability and renewal likelihood
                by quantifying how much customers depend on and value the company.</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="Element" class="slds-cell-wrap" style="vertical-align:top;" headers="d6260e217 ">Churn Risk Index (CRI)</td>

            <td data-label="What It Does" class="slds-cell-wrap" style="vertical-align:top;" headers="d6260e220 ">
              <p>Tracks behavioral and emotional warning signals from customers who are
                disengaging, downgrading, or expressing negativity.</p>
              <p style="margin-bottom:0;">Highlights exactly when and
                where customers begin to withdraw, enabling proactive intervention to protect
                revenue before formal attrition occurs.</p>
            </td>

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