When you enable Customer Insights in
your org, you’re allowing data to be gathered from site members and stored in Salesforce. Here
are some things to keep in mind when using Customer Insights.
Required Editions
Available in: both Salesforce Classic
and Lightning Experience
Available in: Enterprise, Performance, Unlimited, and
Developer Editions
Customer Insights gathers and stores
page views of logged-in site members. Agents can view activity on articles, assets,
contracts, custom objects, discussions, orders, products, and tasks.
When you enable Customer Insights, you
are authorizing data to be gathered from all logged-in site members. You can’t exclude
specific profiles from being tracked.
Only Salesforce users with the View Customer Insights profile permission see the
Customer Insights data.
Customer Insights isn’t supported in
sites created using the Salesforce Tabs + Visualforce template.
Customer Insights is only available for
business accounts, not person accounts.
Customer Insights doesn’t track
Salesforce for Android and Salesforce for iOS activity.
If Customer Insights is enabled and
Data Protection and Privacy is turned on, privacy settings must be
complete for information to stay updated. To avoid missing information, make sure you:
Set up the Individual object with the fields you want to track.
Add the Individual field to the Contacts page layout.
From the Individual object, create records for the users you want to track with Customer Insights.
Connect user accounts with their Individual records. From a Contact record, find the
Individual field, and search for the associated user.
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