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            Install Service Intelligence

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            Install Service Intelligence

            After Service data is ingested into Data 360 and CRM Analytics is enabled, you’re ready to install Service Intelligence.

            Required Editions

            1. On the Service Intelligence Setup page, click Start Install for the Install and Enable Service Intelligence step.
              Service Intelligence checks whether your org includes the data and settings to transform the data model objects and create the datasets and dashboards. If you receive an error message, follow the instructions and then restart the installation process.
            2. Select which types of records users can access and click Next.
              If role hierarchy is enabled for your org, we recommend selecting Owned and Related Data. If role hierarchy isn’t enabled, we recommend selecting Owned Data.
            3. Customize the Service Intelligence dashboards by answering these configuration questions, and then click Next.
              1. If you have surveys enabled and are using them to collect feedback for CSAT data, enter Yes.
                When you enter No, the questions for CSAT data aren’t visible as they’re only valid when surveys are enabled.
              2. Service Intelligence dashboards provide visualizations that display total cost and average cost per support rep interaction. To calculate this value, enter the hourly cost of your support reps. This value is known by your personnel management.
              3. If you answered Yes to using surveys, enter Yes to bring your CSAT score data into your Service Intelligence analytics.
              4. If you answered Yes to using CSAT score data, enter a target goal for your cases.
                This target appears as a reference line to measure your CSAT scores. Valid values are 0–10.
              5. If you use Omni-Channel routing, enter the target duration for resolving cases.
                This target appears as a reference line to measure your case duration against.
              6. If you have more than 500 rows of case data, enter Yes to add Data 360 predictive models.
                The predictions are trained on your data to better inform and guide support reps on case interactions.
            4. Specify how you track contact reasons and then click Next.
              1. Contact reasons are tracked in Conversation Mining. Specify the data model object (DMO) you use to track the contact reason.
                The default value is Case. If you use a different DMO, select Enter a DMO field. If you don’t use contact reasons, select None, no contact reason is captured.
              2. If you select Case, select the field that has the contact reason.
              3. If you select Enter a DMO field, select the DMO you use to capture the contact reason. Then select the field in that DMO that has the contact reason. Finally, select the field that defines the relationship between the selected DMO and the Case DMO. The default value is the Id of the selected DMO.
            5. Set target service level agreement (SLA) times for all Omni-Channel routing queues and then click Next.
              1. SLA metrics are tracked in Omni-Channel and Agent Performance dashboards to pinpoint areas for improvement. Calculations are on the Service Level and % SLA Adherence by Queue fields on Omni-Channel dashboards, and on the % Work Item SLA Adherence by Agent field on Agent Performance dashboards.
              2. Customize target speed to answer times for up to ten specific queues.
              3. Default values of 15 seconds are included to help you get started.
            6. Install the Einstein Case Management (beta) dashboard and then click Next.
              1. Note
                Note Einstein Case Management is a pilot or beta service that’s subject to the Beta Services Terms at Agreements - Salesforce.com or a written Unified Pilot Agreement if executed by Customer, and applicable terms in the Product Terms Directory. Use of this pilot or beta service is at the Customer's sole discretion.
                The Einstein Case Management dashboard shows your support reps near real time metrics that help them quickly identify and prioritize cases based on urgency, status, customer effort score, and service level agreement (SLA) targets.
            7. Complete the Service Intelligence installation.
              1. Give your instance a unique, easily recognizable name.
              2. Leave the log level as is, unless you require more information about the Service Intelligence installation.
              3. Select Schedule Refresh and choose which days to refresh Service Intelligence.
                Adding a refresh schedule ensures that Service Intelligence has up-to-date data. For more information, see Service Intelligence Data Refresh.
            8. Click Next.
              Installing Service Intelligence can take a few minutes. After the installation begins, a separate tab with your app name is visible next to the main Setup tab. Use this tab to check the installation progress and manage the app when the installation completes. For more information, see Monitor, Update, and Delete Service Intelligence Apps.

            After Service Intelligence is successfully installed, assign the admin permission sets to any users who need to manage Service Intelligence and the user permission sets to any users who need access to the dashboards. The dashboards are accessible in both the Service app and the Service Console.

            Note
            Note If you installed the Einstein Case Management (beta) dashboard, also install the optional Flag to Supervisor flow to let support reps instantly alert supervisors about case updates.

            To access Service Intelligence dashboards from the Service app, go to the App Launcher and search for Service Intelligence. Click Service Intelligence to open the tab. The tab doesn’t persist, so you must open Service Intelligence from the App Launcher the next time you open the Service app.

            To access Service Intelligence dashboards from the Service Console, go to the Console App Navigation and click Edit > Add More Items. Search for Service Intelligence and click the + sign to select it. Click Add 1 Nav Item and Save. The next time you open the Console App Navigation, Service Intelligence displays in the list.

            See Also

             
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