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Install the Service Data Kit for Service Insights

The Service data kit includes the Service data bundle based on your Service setup. These bundles provide the necessary data streams, data model objects, and data mappings for Service Insights.

Required Editions

  1. Install the Service Data Kit for Service Insights
    First, install the Service Data Kit.
  2. Set Up Service Data in Data 360 for Service Insights
    Next, deploy the Service data bundles as data streams in Data 360.
  3. Deploy the Knowledge Article Views Data Stream for Service Insights
    If you have Knowledge enabled for Service, you must deploy the Knowledge Article Views data stream. After this data stream is deployed using an ingestion API connector, Data 360 captures Knowledge Article Engagement data.
  4. Deploy Case Milestone Data
    If Entitlement Management is enabled for your org, deploy the Case Milestone objects from the Service file-based data bundle. These objects provide the data required by the SLA Performance dashboard.
  5. Enable Data Governance Permissions for Service Insights Objects
    To customize access to Data 360 objects used by Service Insights, grant object access according to your chosen Data Governance policy.