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Customer Signals Intelligence
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            Customer Sentiment Insights

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            Customer Sentiment Insights

            Analyze customer engagement performance and sentiment across channels using the Customer Sentiment Insights dashboard, embedded in the Service Console or accessible from Contact, Account, or Lead pages. Use this dashboard to assess sentiment, identify top contact reasons, and evaluate overall engagement scores.

            Required Editions

            Available in: Lightning Experience
            Available for an additional cost in: Enterprise, Unlimited, and Developer Editions where Customer Signals Intelligence is enabled
            METRIC CALCULATION
            Overall Sentiment Shows the most frequent sentiment associated with a customer based on their highest number of interactions. Use this metric to quickly evaluate the general attitude of a specific account or contact.
            Sentiment Trend Shows the volume of customer interactions grouped by sentiment over a specified time period. Use this metric to monitor historical shifts in customer satisfaction and identify long-term engagement patterns.
            Sentiment by Channels Shows the distribution of customer interactions categorized by sentiment across different communication channels, such as cases and chat and so on. Use this metric to analyze how customer satisfaction varies between specific service platforms.
            Top Engagement Contact Reasons Shows the top five reasons for customer outreach, ranked by interaction volume for a specific account or contact. Use this metric to pinpoint the most common drivers of customer engagement and prioritize recurring service issues.
             
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