Gather and analyze detailed customer data from channels such as surveys, voice, chat,
email, cases, and custom channels to gain insights into customer behaviors and preferences. Make
informed decisions that personalize experiences and enhance customer interactions with AI
services, analytics, and agent actions. Finally, monitor and interpret the insights in CRM and
Tableau Analytics dashboards to identify trends for improved customer engagement.
Required Editions
| Available in: Lightning Experience |
- Overview and Key Concepts
Customer Signals Intelligence (CSI) gives you an understanding of your customer's experience by turning all the fragmented interaction data into a unified source of truth.
- Customer Signals Intelligence Setup
Unify and analyze customer data from different sources to improve the customer experience. Select a data space to segregate data within your Salesforce org and enable channels to gather customer data. Choose from various AI services to analyze data, identify patterns, and generate insights. Optionally, use agent actions for real-time and contextual recommendations to handle cases efficiently and resolve issues faster.
- Manage Customer Signals Intelligence
Configure Customer Signals Intelligence features and settings to customize how insights are generated and displayed.
- 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.
- Real-Time Insights
Track customer sentiment in real time from within the case record and watch how it trends as a case progresses. These trends give case owners the insight they need to prioritize their workload effectively.
- Supported Languages for Insights in Customer Signals Intelligence
Language support for insights is based on the model that you select in the Prompt Builder. If the selected model supports the language, then insights are extracted in that language.
- Billing Considerations for Customer Signals Intelligence
Customer Signals Intelligence collects and analyzes customer data from various channels to provide actionable insights that improve the overall customer experience. It's a consumption-based product that uses Data Cloud credits, and Flex credits. Customer Signals Intelligence consumes credits used for billing based on your usage of the feature.
