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Customer Signals Intelligence
View Real-Time Insights

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View Real-Time Insights

See sentiment insights for your cases in real-time so you can take effective action to help your customers.

Required Editions

Available in: Lightning Experience
Available in: Enterprise, Unlimited, and Developer Editions with the Customer Experience Intelligence, Service Planner, and Adaptive Experience add-ons
User Permissions Needed
To view real-time insights:

Data Cloud User

AND

Access Agentforce Default Agent

AND

Service Planner User

Make sure that your admin has added the Service Assistant widget to Cases.

  1. From Apps, open Cases or Messaging Sessions.
  2. Open the case or messaging session that you want to view real-time insights for.
  3. In the Service Assistant, go to Real-Time Sentiment and view insights. For cases, insights are updated based on the threshold selected for time interval and/or message count. For messaging sessions, insights are updated when any of these conditions is met, whichever occurs first- 5 new messages since the last calculated sentiment, 10 minutes have elapsed since the first message following the last calculated sentiment, or the sum of character counts across all messages (both rep and customer) since the last calculated sentiment is ≥ 500 characters.
    See real-time insights in the Service Assistant widget.
  4. Every time the sentiment for the case changes, you and your supervisor get an in-app notification.
 
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