Customer Insights informs support
agents working in the Service Console whether the customer has looked at the pertinent
documentation. It also shows if the customer has filed a case before calling support. As a
result, agents don’t suggest articles that a customer has accessed or open duplicate cases,
decreasing customer frustration and improving support.
Required Editions
| Available in: both Salesforce Classic
and Lightning Experience |
| Available in: Enterprise, Performance, Unlimited, and
Developer Editions
|
- Set Up Customer Insights
Enable Customer Insights in your org and then set it up for each Experience Builder site you have.
- Considerations When Using Customer Insights
When you enable Customer Insights in your org, you’re allowing data to be gathered from site members and stored in Salesforce. Here are some things to keep in mind when using Customer Insights.
