Create metrics like customer health scores or usage averages to find complex service needs. Send these values to Salesforce records so agents can see them in real time.
Required Editions
| Available in: Salesforce Classic and Lightning Experience |
| Available in: Available in Enterprise, Performance, Unlimited, and Developer Editions with Foundations or Agentforce 1 Editions. Access to some standard agent actions requires additional add-on licenses. |
| Available in: LWR and Aura |
| User Permissions Needed | |
|---|---|
| To create calculated insights: | Data 360 Architect |
Make sure that your data streams complete their initial ingestion. Confirm that you map the Data Model Objects. See Calculated Insights.
Calculated insights aggregate raw data into high-level metrics. Synchronizing these metrics back to Service records makes sure that agents see the specific health scores or product signals that trigger proactive outreach campaigns.
- From Data 360, go to the Calculated Insights tab and click New.
- Select Create from a Data Kit and click Next.
- Select the relevant service insights and click Publish.
- From your personal settings, in the Quick Find box, enter Enrichment, and select Copy Field.
- Click New, select Calculated Insight, and map it to a field on a Salesforce object.