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.
Required Editions
| Available in: Lightning Experience |
| Available for an additional cost in: Enterprise, Unlimited,
and Developer Editions where Customer Signals Intelligence is enabled |
The Customer Signals Intelligence Analytics app includes these dashboards. To view these
dashboards, you need the Data Cloud user permission set and the Tableau Next Limited Consumer
permission set.
- Customer Signals Intelligence
- Customer Watchlist
- Customer Sentiment Insights
- Product Insights
- Customer Signals Intelligence
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.
- Product Insights
Use the Product Insights dashboard to analyze customer engagement for specific products across various channels, focusing on sentiment, key influencing factors, contact reasons, and location. Monitor trends in Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and sentiment over time to identify patterns in customer satisfaction and refine your support strategy accordingly.
- Customer Watchlist
Use the Customer Watchlist dashboard to identify customers who require prompt attention based on the duration since their request initiation to prioritize customer support efforts effectively.
- Customer Sentiment Insights
Analyze customer engagement performance and sentiment across channels using the Customer Sentiment Insights dashboard, embedded in the Service Console or accessible from Contact, Account, or Lead pages. Use this dashboard to assess sentiment, identify top contact reasons, and evaluate overall engagement scores.
- Embed Customer Signals Intelligence for Tableau Next Analytics Dashboards
Customer Signals Intelligence Tableua Next Analytics includes dashboards you can embed and access in Lightning Experience pages.
- Batch Data Transform for Tableau Next Analytics Dashboards
Schedule the batch data transforms at the required frequency to ensure the dashboards display the latest information for Contact Reasons, Key phrases, Product, and Entities.
