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Customer Signals Intelligence
Set Up Standard Channels for Self Learning Knowledge

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Set Up Standard Channels for Self Learning Knowledge

Standard channels provide data from customer interactions. Self Learning Knowledge turns those interactions into insights for knowledge article generation.

Required Editions

Available in: Lightning Experience
Available in: Enterprise, Unlimited, Developer, and Agentforce 1 Editions with Data Cloud, with Tableau Next, Customer Signals Intelligence, Einstein Work Summaries, and Knowledge Creation enabled.
  1. From Setup, enter and select Customer Signals Intelligence.
  2. Under Configure Channels and Insights, click the Set Up button.
  3. Under Standard Channels, locate the Case channel, then click Activate.
  4. Check the Topic Extraction and Sentiment checkboxes.
    Note
    Note You can check additional insights. The number of insights you select directly affects the flex credits you consume.
  5. Select the date from when you want to start processing data for the channel, then click Activate. We recommend three to six months of data to establish a baseline for initial data generation.
  6. Repeat steps 4 and 5 for each standard channel you plan to use for Self Learning Knowledge. We recommend the Case and Chat channels.
 
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