---
schema_version: "1"
id: ca9f24ebe3b0e238ae23cfdf46d93070094121464773bfd06c345c784475bdd6
title: Customer Signals Intelligence
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/concept_cxi.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.concept_cxi.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 2890d841e9d38144d82e920e9530b6de310c8b757d66e7aaef5d10260d4e2e3b
description: 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.
products:
  - Service Cloud
  - Service Intelligence
release: "264"
---
# Customer Signals Intelligence

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

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

- **[Overview and Key Concepts](https://help.salesforce.com/s/articleView?id=service.csi_overview.htm&release=264.0.0&type=5)**  
    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](https://help.salesforce.com/s/articleView?id=service.concept_cxi_setup.htm&release=264.0.0&type=5)**  
    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](https://help.salesforce.com/s/articleView?id=service.csi_manage.htm&release=264.0.0&type=5)**  
    Configure Customer Signals Intelligence features and settings to customize how insights are generated and displayed.
- **[Analytics for Customer Signals Intelligence](https://help.salesforce.com/s/articleView?id=service.analytics_for_csi.htm&release=264.0.0&type=5)**  
    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](https://help.salesforce.com/s/articleView?id=service.csi_realtime_insights.htm&release=264.0.0&type=5)**  
    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](https://help.salesforce.com/s/articleView?id=service.csi_language_support.htm&release=264.0.0&type=5)**  
    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](https://help.salesforce.com/s/articleView?id=service.concept_cxi_billing_usage_type.htm&release=264.0.0&type=5)**  
    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.