---
schema_version: "1"
id: f6ebeb0d2d2f9a8fee95a5d97c3ff3bbb6f35fdcff72bc4b5cced60cd4325cde
title: Service Intelligence Setup
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/service_intelligence_setup.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.service_intelligence_setup.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 7d9335524bb747d944ec01dc1ebdc848e1eb155a432c9748cefb0dff7e9f382f
description: Use the Service Intelligence page to walk through the steps for Data 360 prerequisites, installation prerequisites, and then install Service Intelligence.
products:
  - Service Cloud
release: "264"
---
# Service Intelligence Setup

Use the Service Intelligence page to walk through the steps for Data 360 prerequisites, installation prerequisites, and then install Service Intelligence.

### 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>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d100577e61">Permission Sets
              Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="Permission Sets Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d100577e61 ">To manage <span>Data 360</span>:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d100577e61 ">Data Cloud Admin permission set</td>

          </tr>
          <tr class="">
            <td data-label="Permission Sets Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d100577e61 ">To manage Agentforce Service (formerly Service Cloud):</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d100577e61 ">Service Cloud User permission set</td>

          </tr>
          <tr class="">
            <td data-label="Permission Sets Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d100577e61 ">To install Service Intelligence:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d100577e61 ">Service Intelligence App Admin permission set</td>

          </tr>
          <tr class="">
            <td data-label="Permission Sets Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d100577e61 ">To use Service Intelligence:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d100577e61 ">Service Intelligence User permission set</td>

          </tr>

        </tbody>
      </table>

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png)

Note Data 360 must be enabled and setup in order to start these steps. For more information, see [Set Up and Maintain Data 360](https://help.salesforce.com/s/articleView?id=data.c360_a_set_up.htm&type=5&language=en_US).

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.

![Shows the Service Intelligence Setup page with the steps to complete.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/service_intelligence/serv_intel_setup_page_246.png)

As you progress through the setup steps, refresh the page to update the steps that are complete.

1. **[Create a Data 360 Salesforce CRM Connection](https://help.salesforce.com/s/articleView?id=service.service_intelligence_data_cloud_connect.htm&release=264.0.0&type=5)**  
    Before installing the Service data kit and Service Intelligence, connect Data 360 to Agentforce Service (formerly Service Cloud).
2. **[Enable Service Features](https://help.salesforce.com/s/articleView?id=service.service_intelligence_enable_service_features.htm&release=264.0.0&type=5)**  
    For Service Intelligence to work as expected, enable specific Service features.
3. **[Update the Data Cloud Salesforce Connector Permission Set](https://help.salesforce.com/s/articleView?id=service.service_intelligence_update_data_cloud_connector_permission_set.htm&release=264.0.0&type=5)**  
    Update the Data Cloud Salesforce Permission Set to enable object settings and system permissions for Agentforce Service (formerly Service Cloud).
4. **[Install the Service Data Kit for Service Intelligence](https://help.salesforce.com/s/articleView?id=service.service_intelligence_install_data_kit.htm&release=264.0.0&type=5)**  
    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.
5. **[Enable CRM Analytics for Service Intelligence](https://help.salesforce.com/s/articleView?id=service.service_intelligence_enable_analytics.htm&release=264.0.0&type=5)**  
    To use Service Intelligence, enable CRM Analytics and set up permissions.
6. **[Install the Knowledge Flow for Service Intelligence](https://help.salesforce.com/s/articleView?id=service.service_intelligence_install_knowledge_flow.htm&release=264.0.0&type=5)**  
    To use Service Intelligence with Knowledge, install the Flag for Review flow.
7. **[Install Service Intelligence](https://help.salesforce.com/s/articleView?id=service.service_intelligence_enable.htm&release=264.0.0&type=5)**  
    After Service data is ingested into Data 360 and CRM Analytics is enabled, you’re ready to install Service Intelligence.
8. **[Monitor, Update, and Delete Service Intelligence Apps](https://help.salesforce.com/s/articleView?id=service.service_intelligence_manage_apps.htm&release=264.0.0&type=5)**  
    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.
9. **[Delete Service Intelligence Apps](https://help.salesforce.com/s/articleView?id=service.service_intelligence_delete_apps.htm&release=264.0.0&type=5)**  
    Use the App Management tab to delete installed Service Intelligence apps, then complete steps in Data 360 to stop Data 360 credit consumption.