Track customer sentiment in real time from within the case record and watch how it
trends as a case progresses. These trends give case owners the insight they need to prioritize
their workload effectively.
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
Turn On Real-Time Insights Set up real-time sentiment insights for your cases and take effective action to help your customers.
View Real-Time Insights See sentiment insights for your cases in real-time so you can take effective action to help your customers.
Manage Real-Time Insights Adjust how often real-time sentiment insights are generated for your cases or turn them off completely.
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