---
schema_version: "1"
id: 29d0bbb1dca3c0e5e85ecd62c271279d1009cc7f35b18a53b15093ad4ef5c3f2
title: Use the Customer Effort Score Insight Component
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/service_intelligence_insights_customer_effort.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.service_intelligence_insights_customer_effort.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 0f1463e6a44f8bc2efb1d1063acc249ca343b4e8b4c2032fb050f2a22cf45e61
description: 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.
products:
  - Service Cloud
release: "264"
---
# Use the Customer Effort Score Insight Component

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.

### 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>

To use the Customer Effort Score insight, you need the Service Intelligence User permission set. To manage the Customer Effort Score Insight, you need the Service Intelligence App Admin permission set.

Use Lightning App Builder to drag the Customer Effort Score component to a case or custom Lightning page.

![The Customer Effort Score Insight component.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/service_intelligence/service_intell_customer_effort.png)

The Customer Effort Score ranges from 1 to 100, with 100 indicating the highest effort. The total of these factors calculates it, with each given an equal weight of 20: speed of initial response, number of support rep interactions, email response time, whether the issue was escalated, and the number of knowledge articles viewed by the customer.