---
schema_version: "1"
id: 05da901103823d47b4d44111bfa3743d410c36bde63c503b93d15bc07388b372
title: Service Intelligence Insight Components
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/service_intelligence_insights.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.service_intelligence_insights.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 6109f8f4d6942ae21954722bfac8bf8d87578132285b1db0517100aac3caf515
description: Service Intelligence components provide a key contact center performance metric that can easily be embedded where you need it.
products:
  - Service Cloud
release: "264"
---
# Service Intelligence Insight Components

Service Intelligence components provide a key contact center performance metric that can easily be embedded where you need it.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&amp;language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table>

Determine whether you're meeting your customer service goals with an easy-to-understand metric in the Service Intelligence insights. The combination of customer data, key performance indicators (KPIs), and artificial intelligence (AI) help your service team improve operations and reduce costs.

- **[Enable the Propensity to Escalate Insight Component](https://help.salesforce.com/s/articleView?id=service.service_intelligence_insights_setup.htm&release=264.0.0&type=5)**  
    For the Propensity to Escalate model to work as expected, you must modify the associated batch data transformation to integrate the Einstein predictive model.
- **[Use the Propensity to Escalate Insight Component](https://help.salesforce.com/s/articleView?id=service.service_intelligence_insights_predict_escalate.htm&release=264.0.0&type=5)**  
    While working on cases, see AI-powered insights that estimate the likelihood customers will escalate their cases. Propensity to Escalate is a machine learning model built using Einstein Studio No Code Builder.
- **[Use the Customer Effort Score Insight Component](https://help.salesforce.com/s/articleView?id=service.service_intelligence_insights_customer_effort.htm&release=264.0.0&type=5)**  
    Add the Customer Effort Score insight component to your case page layouts so your support reps can see how much effort the customer is putting into the case, at a glance. Customer effort directly impacts customer satisfaction, so understanding this score helps level up your customer service.
- **[Use the Time to Resolve Insight Component](https://help.salesforce.com/s/articleView?id=service.service_intelligence_insights_time_resolve.htm&release=264.0.0&type=5)**  
    Give support reps AI-powered insights that estimate how much time it takes to resolve cases so they can better manage SLAs or reassign work to teammates. Time to Resolve is a machine learning model built using Einstein Studio No Code Builder.