Use the Service Intelligence page to walk through the steps for Data 360 prerequisites, installation prerequisites, and then install Service Intelligence.
Required Editions
| View supported editions. |
| Permission Sets Needed | |
|---|---|
| To manage Data 360: | Data Cloud Admin permission set |
| To manage Agentforce Service (formerly Service Cloud): | Service Cloud User permission set |
| To install Service Intelligence: | Service Intelligence App Admin permission set |
| To use Service Intelligence: | Service Intelligence User permission set |
Note Data 360 must be enabled and setup in order to start these steps. For more
information, see Set Up and Maintain Data 360.
From Setup, in the Quick Find box, enter Service Intelligence, and then select Service Intelligence. This setup page leads you through everything you must do for the successful installation of Service Intelligence.
As you progress through the setup steps, refresh the page to update the steps that are complete.
- Create a Data 360 Salesforce CRM Connection
Before installing the Service data kit and Service Intelligence, connect Data 360 to Agentforce Service (formerly Service Cloud). - Enable Service Features
For Service Intelligence to work as expected, enable specific Service features. - Update the Data Cloud Salesforce Connector Permission Set
Update the Data Cloud Salesforce Permission Set to enable object settings and system permissions for Agentforce Service (formerly Service Cloud). - Install the Service Data Kit for Service Intelligence
The Service data kit includes the Service data bundle and additional data bundles for Knowledge and Einstein Conversation Mining based on the configuration of your Agentforce Service (formerly Service Cloud). These bundles provide the necessary data streams, data model objects, and data mappings for Service Intelligence. - Enable CRM Analytics for Service Intelligence
To use Service Intelligence, enable CRM Analytics and set up permissions. - Install the Knowledge Flow for Service Intelligence
To use Service Intelligence with Knowledge, install the Flag for Review flow. - Install Service Intelligence
After Service data is ingested into Data 360 and CRM Analytics is enabled, you’re ready to install Service Intelligence. - Monitor, Update, and Delete Service Intelligence Apps
Use the app management tab to monitor the status of install requests, view logs to troubleshoot install issues, track app usage statistics, and update and delete apps. - Delete Service Intelligence Apps
Use the App Management tab to delete installed Service Intelligence apps, then complete steps in Data 360 to stop Data 360 credit consumption.