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            Service Insights Setup

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            Service Insights Setup

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

            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 Insights: Tableau Included App Manager permission set
            To use Service Insights: Tableau Next Included App Business User permission set
            Note
            Note Data 360 must be enabled and set up 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 Insights, and then select Service Insights. This setup page leads you through everything you must do to successfully install Service Insights.

            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 for Service Insights
              Before installing the Service data kit and Service Insights, connect Data 360 to Agentforce Service (formerly Service Cloud).
            2. Ensure Your Service Features Are Enabled for Service Insights
              For Service Insights to work as expected, enable specific features of Agentforce Service (formerly Service Cloud).
            3. Update the Data Cloud Salesforce Connector Permission Set
              Update the Data Cloud Salesforce Permission Set to enable Service object settings and system permissions.
            4. Install the Service Data Kit for Service Insights
              The Service data kit includes the Service data bundle based on your Service setup. These bundles provide the necessary data streams, data model objects, and data mappings for Service Insights.
            5. Install the C360 Semantic Model for Service Insights
              The C360 semantic data model (SDM) is a unified semantic model that serves as a central foundation to define and manage metrics derived from standard Salesforce objects. It defines the relationships between Sales Insights objects.
            6. Update Admin Permissions
              Next, ensure that the correct permissions are assigned for the admin user.
            7. Install Service Insights
              After Service data is ingested into Data 360 and Tableau Next is enabled, you’re ready to install Service Insights.
            8. Configure Service Insights User Permissions
              Next, ensure that the correct Data 360 permissions are enabled for dashboard viewers.
             
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