Service Insights Considerations and Requirements

Service Insights Dashboards Requirements

To view data in the Service Insights dashboards, you need to have the features associated with the dashboards configured and populated with data. If you need to enable Agentforce agents, see Set Up A Service Agent.

If you configure survey data after installing the Service Insights app and you want to see that data in dashboards, follow the instructions below:

• For components that display CSAT: If you later want to include survey data, generate surveys and get survey responses; install a fresh instance of Service Insights.
• For Knowledge dashboards: If you have the Service data kit installed, upgrade or reinstall it to access the Knowledge bundle in version 3.0 or later of the data kit. After you upgrade the data kit, Data 360 starts to capture Knowledge Article Engagement data from that time forward so that you can view engagement insights in your Knowledge dashboard.

Service Data Kit

The Service data kit may have updates each release, so always check to make sure your org has the latest version installed.

The Service data kit installs the Service and Knowledge data bundle. The Service bundle includes data streams that create DMOs and mappings for data on cases, support reps, surveys, and more. The Knowledge bundle installs seven data streams related to Knowledge and data categories.

View the data streams, data lake objects, data model objects, and batch transforms in Data Cloud. Open Data 360 and use the Data Streams and Data Model Objects tabs to view the data mappings, relationships, and data field specifics.