Standard channels provide data from customer interactions. Self Learning Knowledge turns those interactions into insights for knowledge article generation.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, Unlimited, Developer, and Agentforce 1 Editions with Data Cloud, with Tableau Next, Customer Signals Intelligence, Einstein Work Summaries, and Knowledge Creation enabled. |
- From Setup, enter and select Customer Signals Intelligence.
- Under Configure Channels and Insights, click the Set Up button.
- Under Standard Channels, locate the Case channel, then click Activate.
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Check the Topic Extraction and Sentiment checkboxes.
Note You can check additional insights. The number of insights you select directly affects the flex credits you consume. - Select the date from when you want to start processing data for the channel, then click Activate. We recommend three to six months of data to establish a baseline for initial data generation.
- Repeat steps 4 and 5 for each standard channel you plan to use for Self Learning Knowledge. We recommend the Case and Chat channels.