---
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title: CSI Score (Beta)
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/release-notes/260-0-0/rn_csi_score.md
canonical_url: https://help.salesforce.com/s/articleView?id=release-notes.rn_csi_score.htm&release=260&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 1cf244d3f1b181fda9a9283a571c80dd854801af9713e881649a33e0aa0ab80e
description: Translate complex customer signals into unified, trusted scores to reduce departmental data silos. Gain a unified view of business health by turning perception, behavioral, and operational signals into nine composite scores that form one definitive CSI score. View overall business performance without reconciling conflicting departmental reports. These scores reveal drivers of customer health, surface emerging risks, and help leaders align teams to make outcome-driven decisions.
products:
  - Cross Cloud Packages Solutions
release: "260"
---
# CSI Score (Beta)

Translate complex customer signals into unified, trusted scores to reduce departmental data silos. Gain a unified view of business health by turning perception, behavioral, and operational signals into nine composite scores that form one definitive CSI score. View overall business performance without reconciling conflicting departmental reports. These scores reveal drivers of customer health, surface emerging risks, and help leaders align teams to make outcome-driven decisions.

- **[Monitor Business Health with the CSI Score App](https://help.salesforce.com/s/articleView?id=release-notes.rn_csi_score_executive_view.htm&release=260&type=5)**  
    Get instant visibility into customer health with prebuilt dashboards that accelerate time-to-value by delivering immediate, actionable insights. The app visualizes your composite scores, all-up CSI score, and predictive top drivers. Use KPI relationships to uncover exactly how individual KPIs drive changes in composite scores. Executives can focus on specific priorities by using the My Metrics tab, or evaluate comprehensive performance from the All Metrics tab. Leaders get a unified executive view while retaining the ability to drill down into the metrics driving performance.
- **[Simplify Score Analysis with AI-Powered Insights](https://help.salesforce.com/s/articleView?id=release-notes.rn_csi_score_insight.htm&release=260&type=5)**  
    Understand the factors driving CSI score trends by using Insight Summary. This AI-generated summary provides an immediate explanation of the top two composite scores that impacted the all-up CSI score during a period. Powered by Tableau Next's Metric Insight Summaries, these insights provide clarity on how specific dimensions influence CSI scores to build company-level decision confidence.
- **[Analyze Customer Signals with an Impartial Scoring Framework](https://help.salesforce.com/s/articleView?id=release-notes.rn_csi_score_logic.htm&release=260&type=5)**  
    Transform raw customer signals into actionable intelligence by using a tiered scoring framework. Rather than relying on simple averages, the framework standardizes diverse KPIs onto a common scale. Governed weighting prevents high-volume data from overpowering critical signals to maintain statistically sound scores. Leaders get an impartial baseline to evaluate business health without functional bias.
- **[Accelerate Time-to-Value with Guided CSI Score Setup](https://help.salesforce.com/s/articleView?id=release-notes.rn_csi_score_setup.htm&release=260&type=5)**  
    Verify your org’s readiness and install CSI Score assets by using a guided setup checklist. Install all CSI Score assets including the CSI Score semantic model, Tableau Next dashboards, and the Lightning app. The process automatically installs and trains the predictive models with synthetic data. The app installation includes rules to conditionally update score calculations and weights based on data model objects (DMOs) mapped in Data 360.
- **[Customize CSI Score to Your Business Strategy](https://help.salesforce.com/s/articleView?id=release-notes.rn_csi_score_customization.htm&release=260&type=5)**  
    Every business defines customer success differently. Serve these unique business requirements by cloning or extending the CSI Score semantic model. Map extra data model objects (DMOs) to include proprietary signals in the semantic layer. Modify calculated fields, adjust metric weights, and add KPIs to tailor composite scores and the all-up CSI score.
- **[Identify Top Score Drivers with Predictive AI Models](https://help.salesforce.com/s/articleView?id=release-notes.rn_csi_score_predictive_model.htm&release=260&type=5)**  
    Use AI models to identify the top drivers for each composite score and remove guesswork. The models calculate Global SHAP (Shapley Additive Explanations) values to reveal which KPIs have the highest statistical leverage across your accounts. While initially trained on synthetic data, admins can retrain the models with company-specific data. Show executives cause-and-effect connections within your unique customer base.

#### See Also

- [_Salesforce Help_: About CSI Score](https://help.salesforce.com/s/articleView?id=analytics.csi_score_about.htm&language=en_US)