---
schema_version: "1"
id: f6eb93553722c780278c36d984cbe6eb58bf05e1a5f409254025f7600df77ddb
title: Analytics for Customer Signals Intelligence
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/analytics_for_csi.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.analytics_for_csi.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 9eb69f56ad52f6ea90d053e9474bb938cbcbae3943778db42490ce24096f10b1
description: The analytics app provides a comprehensive set of dashboards for customer service agents and managers. These dashboards analyze customer experiences across various channels and locations, highlight key contact reasons, identify customers who need attention, and offer data-driven insights to improve understanding of customer needs and preferences.
products:
  - Service Cloud
  - Service Intelligence
release: "264"
---
# Analytics for Customer Signals Intelligence

The analytics app provides a comprehensive set of dashboards for customer service agents and managers. These dashboards analyze customer experiences across various channels and locations, highlight key contact reasons, identify customers who need attention, and offer data-driven insights to improve understanding of customer needs and preferences.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr></tbody></table>

To view and analyze data, use either the CRM Analytics app or the Tableau Next app. We recommend that you use the Tableau Next app.

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-customer_experience_intelligence-264-0-0-production-enus/c8361df6-3338-41b6-9b03-2373fb35efd7/images/icon_note.png)

Note If you’re already using the CRM analytics app and move to the Tableau Next app, you can’t go back to using CRM analytics.

- **[Set up Tableau Next Analytics Dashboards](https://help.salesforce.com/s/articleView?id=service.csi_setup_tabnxt.htm&release=264.0.0&type=5)**  
    Install Tableau Next analytics dashboards to look at how customers interact with your company across different ways.
- **[Use Tableau Next Customer Signals Intelligence Analytics Dashboards](https://help.salesforce.com/s/articleView?id=service.concept_tua_cxi_analytics_tableau_next_dashboards.htm&release=264.0.0&type=5)**  
    Gain a comprehensive analysis of customer engagement across channels based on customer sentiment, key phrases, contact reasons, and location. Use the new analytics dashboards to monitor trends in Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and sentiment over time. Gain insights into the sentiment of interactions by each service reps and identify customers that need attention based on their engagement frequency and sentiment score.
- **[Set Up CRM Analytics](https://help.salesforce.com/s/articleView?id=service.concept_cxi_analytics_setup.htm&release=264.0.0&type=5)**  
    Give your team access to Customer Signals Intelligence Analytics dashboards to analyze and optimize customer interactions. To access latest features and enhancements, we recommend that you use Tableau Next analytics.
- **[Set Up Self Learning Knowledge](https://help.salesforce.com/s/articleView?id=service.service_set_up_self_learning_knowledge.htm&release=264.0.0&type=5)**  
    Install Self Learning Knowledge to identify gaps in your knowledge base. Self-Learning Knowledge uses the information in past cases and conversations to help your support team decide where to update or add the most relevant information.