---
schema_version: "1"
id: c51220c60326a72a68170b9e422f3f049401cf8e58a3a5025d08dc2288b8068d
title: Drive Faster Service Decisions with Real-Time Sentiment Insights
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/release-notes/262-0-0/rn_csi_real_time_insights_case.md
canonical_url: https://help.salesforce.com/s/articleView?id=release-notes.rn_csi_real_time_insights_case.htm&release=262.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: d02f2f30f71c24cecfe98dc19efe8da1af0ebea386f36141ef9a94d841e2e308
description: 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.
products:
  - Cross Cloud
release: "262"
---
# Drive Faster Service Decisions with Real-Time Sentiment Insights

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.

#### See Also

- [_Salesforce Help:_ Get Real-Time Insights (can be outdated or unavailable during release preview)](https://help.salesforce.com/s/articleView?id=service.csi_realtime_insights.htm&language=en_US)