Grouping contact reasons into clusters derives actionable insights from granular contact reason data. This granularity improves visibility into customer concerns, facilitating timely interventions. Admins can manually adjust clusters based on business needs.
Where: This change applies to Lightning Experience in Enterprise and Unlimited editions with Data Cloud enabled, and the Customer Experience Intelligence add-on.
Who: To configure grouping contact reasons, users need the Data Cloud Admin and Scoring Framework permission set.
How: From Customer Signals Intelligence Setup, go to Manage Insights and turn on Clustering Analysis.