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Set Up Einstein Conversation Insights for Enablement

In full Enablement programs, you can add conversation-based outcomes and milestones. To get started, set up Einstein Conversation Insights (ECI) for use with Enablement. The full Enablement add-on license includes ECI. If your Enablement team wants to influence users to say key phrases during their calls, set up and define custom ECI Call Insights. Setting up ECI is also a prerequisite for using Einstein Coach in Enablement programs to generate feedback for reps’ sales pitches.

Required Editions

Available in: Lightning Experience
Available with Sales, Service, or Salesforce Platform for an additional cost in: Enterprise, Performance, and Unlimited Editions
User Permissions Needed
To set up ECI and Enablement and to adjust sharing settings:

View Setup and Configuration

AND

Modify All Data OR Customize Application
  1. Set up Einstein Conversation Insights. To make ECI objects available for Enablement admins to create measures for conversation-based outcomes and milestones, find Turn On Insight Reports and Conversation-related Measures for Enablement and set it to On.
  2. Create ECI prebuilt measures.
    1. From Setup, in the Quick Find box, enter Enablement, and then select Enablement Settings.
    2. Under Check Status of Prebuilt Measures, click Create Enablement Measures.
    If you’re trying Enablement Lite, ECI isn’t included like it is with the full Enablement license. When you check the status of prebuilt measures, ECI measures are available only if your company uses ECI.
    Important
    Important ECI isn’t supported in Developer Edition, isn’t supported in Partner Enablement programs in Experience Cloud sites, and isn’t included with Enablement Lite. However, if you’re trying Enablement Lite and your company already uses ECI, you can still use ECI measures with Enablement Lite programs.
    When ECI measures are created, you see them in the Available column under Statuses.
  3. Assign conversation insights permissions to Enablement admins and Enablement users.
    After you complete steps 1–3 in this topic, Enablement admins have access to ECI prebuilt measures on the Enablement Measures page and can build custom measures on ECI objects.
  4. Set up Call Insights if Enablement admins want to influence users to say key phrases during their calls. Ask your Enablement admins about the phrases that they want to track. In some cases, you must define custom call insights.

See Also