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            Turn On Real-Time Insights

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            Turn On Real-Time Insights

            Set up real-time sentiment insights for your cases and take effective action to help your customers.

            Required Editions

            Available in: Lightning Experience
            Available in: Enterprise Edition with Data 360 enabled, and the Customer Experience Intelligence and Einstein GPT Copilot, Service Planner add-ons
            User Permissions Needed
            To turn on real-time insights:

            Agentforce Default Admin

            AND

            Data Cloud Admin

            AND

            Service Planner Builder

            AND

            Scoring Framework Admin

            To see the option to turn on real-time insights, make sure you have turned on Service Assistant in your org.

            1. From Setup, use Quick Find to go to Real-Time Insights.
            2. Turn on insights for Case.
            3. Enter a time interval and/or message count for when real-time insights are automatically generated. Every time sentiment insights are generated, the system analyzes the entire case data at that point. This can take a few seconds.

              If you set a time interval, insights are recalculated whenever the interval threshold is reached and available at the case record level.

              If you set a message count, each case update increments the count and insights are recalculated when the threshold is reached.

              If you configure both time and message count, insights are recalculated based on whichever threshold is reached first.

            4. Save your changes.
             
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