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            Set Up Customer Insights

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            Set Up Customer Insights

            Enable Customer Insights in your org and then set it up for each Experience Builder site you have.

            Required Editions

            Available in: both Salesforce Classic and Lightning Experience
            Available in: Enterprise, Performance, Unlimited, and Developer Editions
            User Permissions Needed
            To enable Customer Insights in a site:

            Access Experience Management OR Manage Experiences

            AND

            Is a member of the site
            To edit profiles:

            Manage Profiles and Permission Sets

            AND

            Customize Application
            To create and save Lightning pages in Lightning App Builder: Customize Application
            1. Open Experience Workspaces.
            2. Select Administration | Preferences.
            3. Select Gather Customer Insights data.
            4. Click Save.
            5. Assign the View Customer Insights profile permission to the customer support profiles that require it.
            6. If you’re using Salesforce console in Lightning Experience, open Lightning App Builder and simply drag the Customer Insights component to any case or contact page layout.
            7. If you’re using Salesforce console in Salesforce Classic, add the Customer Insights component by placing its Custom Console Component on the contact or case page layout. We recommend placing the component in the left sidebar, stacked, with a 400 pixel width.

              Your support agents see if the customer has opened a case, and which articles have been viewed in a site directly in the Service Console app.

              Community 360 in the app
              Note
              Note
              • Customer Insights checks the following: assets, contracts, cases viewed, articles viewed, article votes, posts made, posts viewed, custom objects, orders, products, and tasks.
              • Customer Insights data is stored in the NetworkUserHistoryRecent object. API access to the object is limited to users with the “Modify All Data” permission.
              • Customer Insights isn’t available in sandbox environments.
              • Articles viewed through the Case Deflection component aren’t listed on the Community 360 component that can be added to the contact layout.
             
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