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.

Required Editions

Available in: Lightning Experience

Available in: Enterprise Edition with Data 360 enabled, and the Customer Experience Intelligence and Einstein GPT Copilot, Service Planner and Adaptive Experience add-ons

Add Widget to See Real-Time Insights
Configure your org so the Service Assistant widget is available for Cases, Messaging, and Voice.
Turn On Real-Time Insights
Set up real-time sentiment insights for your cases and take effective action to help your customers.
View Real-Time Insights
See sentiment insights for your cases in real-time so you can take effective action to help your customers.
Manage Real-Time Insights
Adjust how often real-time sentiment insights are generated for your cases or turn them off completely.