---
schema_version: "1"
id: 6dc0f4af518b95d563f27cb0021503f2f6722e6203ad0a49fbd08d371237e6e8
title: Real-Time Insights
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/csi_realtime_insights.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.csi_realtime_insights.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: ff9fc05a7c79c4e1089334859a120a2ffa1cff3cac32aaaeab22df12a2ef0c19
description: 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.
products:
  - Service Cloud
  - Service Intelligence
release: "264"
---
# 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

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> Edition with Data 360 enabled, and the Customer Experience Intelligence and Einstein GPT Copilot, Service Planner and Adaptive Experience add-ons</td></tr></tbody></table>

- **[Add Widget to See Real-Time Insights](https://help.salesforce.com/s/articleView?id=service.csi_rti_widget.htm&release=264.0.0&type=5)**  
    Configure your org so the Service Assistant widget is available for Cases, Messaging, and Voice.
- **[Turn On Real-Time Insights](https://help.salesforce.com/s/articleView?id=service.csi_enable_rti.htm&release=264.0.0&type=5)**  
    Set up real-time sentiment insights for your cases and take effective action to help your customers.
- **[View Real-Time Insights](https://help.salesforce.com/s/articleView?id=service.csi_view_rti.htm&release=264.0.0&type=5)**  
    See sentiment insights for your cases in real-time so you can take effective action to help your customers.
- **[Manage Real-Time Insights](https://help.salesforce.com/s/articleView?id=service.csi_manage_rti.htm&release=264.0.0&type=5)**  
    Adjust how often real-time sentiment insights are generated for your cases or turn them off completely.