Empower your service team to respond to customer needs faster by surfacing real-time sentiment data in Service Assistant for Case and Messaging. Agents stay informed of customer sentiment levels while supervisors use trend data to make informed, data-driven staffing decisions. This visibility helps your team maintain service consistency and handle high-pressure interactions with confidence.
Where: This change applies to Lightning Experience in Enterprise, Unlimited, and Developer editions with Agentforce for Service and Agentforce 1 add-ons. This feature requires the Service Planner and the Adaptive Experience add-ons.
Who: To set up real-time insights, users need the Data Cloud Admin, Agentforce Default Admin, Data Cloud Admin, Service Planner Builder, and Scoring Framework Admin permission set. To view real-time insights, users need the Data Cloud User, Access Agentforce Default Agent, and Service Planner User permission sets.
How: To enable real-time insights for case, from Setup, go to Real-Time Insights and turn it on.