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.
Required Editions
| Available in: Lightning Experience |
- Update the Data Cloud Connector Permissions in Customer Signals Intelligence
To ingest objects and fields into Data 360, update the Data Cloud Connector permission set in your org .
- Enable Customer Signals Intelligence
Enable Customer Signals Intelligence in Setup for insights into customer behaviors and preferences.
- Select a Data Space
Categorize and organize customer data by attributes such as brand, department, or insights.
- Install the Base Data Kit
Set up your data kit components to access Customer Signals Intelligence features. The base data kit automatically installs the essential data mappings and object relationships.
- Set Up Standard Channels in Customer Signals Intelligence
Select standard channels to collect data from customer interactions, such as chat, survey, voice, case, or email.
- Set Up Custom Channels in Customer Signals Intelligence
Analyze data from custom objects through custom channels to reveal customer insights. For every channel you enable, all the historic data is ingested into Data 360 and uses Data 360 credits.
- Set Up Insights
Set up your dashboard insights.
- Configure Agent Actions for Customer Signals Intelligence
Gain insights into customer interactions to resolve cases more efficiently. Use agent actions to identify similar interactions across channels, summarize service engagement and product reviews, draft case responses, and generate emails. Additionally, these actions help identify trends in customer experiences and revise product descriptions to better meet customer expectations.
- Access Customer Signals Intelligence on Companion Orgs
Break down the silos across multiple Salesforce organizations to get a unified view of information that is not natively available. Share data across home and companion orgs and get access to comprehensive dashboards and take action on insights drawn from across the business, yet conveniently viewed and filtered for the specific context of their own org.
