Use the Customer Signals Intelligence dashboard to gain a comprehensive view of your
customers' experiences with your team’s interactions. Analyze sentiment, engagement metrics, and
trends to assess customer satisfaction and service performance.
Required Editions
| Available in: Lightning Experience |
| Available for an additional cost in: Enterprise, Unlimited,
and Developer Editions where Customer Signals Intelligence is enabled |
Filter the analytics charts and metrics in the dashboard based on Channel for a specific time
period and select a period to compare the metrics performance.
- View the CSAT and NPS for various KPIs such as customer satisfaction, responses,
interactions, and sentiments. You can also compare the KPIs performance for the selected
duration to a previous period.
- View the total number of customer responses and the distribution of responses based on
sentiment such as mixed, negative, or positive.
- View the customer sentiment based on contact reasons, product, entity, and key
phrases.
- View the overall sentiment of customers for each location.
- View the customer sentiment for each interaction by service reps.
- View the trends for sentiment, CSAT, and NPS to analyze changes in customer feedback over
time.
- Use the Create Records button to create multiple cases simultaneously directly from the
Customer Signals Intelligence dashboard.
The dashboard also offers quick navigation to the Customer Watchlist and Product Insights
dashboards for seamless access to key data.
