You are here:
Set Up Standard Channels in Customer Signals Intelligence
Select standard channels to collect data from customer interactions, such as chat, survey, voice, case, or email.
Required Editions
| Available in: Lightning Experience |
| Chat available in: View required editions |
| Voice available in: Enterprise and Unlimited Editions with Salesforce Voice with Telephony Providers |
| Survey available in: Enterprise, Unlimited, and Developer Editions with the Feedback Management - Starter and Feedback Management - Growth licenses |
| User Permissions Needed | |
|---|---|
| To enable Chat: | Set Up Enhanced Chat |
| To enable Voice: | |
| To access Surveys: | Salesforce Advanced Features Starter OR Salesforce Surveys Advanced Features AND Read on Surveys and Survey Responses |
- To set up voice and chat channel, you must enable sharing conversation transcripts. From Setup, open Conversation Transcripts on Data Cloud.
-
Select the data space where Customer Signals Intelligence is enabled, and turn on
sharing conversation transcripts with Data Cloud.
- Click Enable.
- From Setup, use Quick Find to go to Customer Signals Intelligence.
- From Configure Channels and Insights, click Set Up.
- Navigate to the channel you want to install, and click Install.
- Accept the terms of use.
-
Select the insights you want to generate for the channel. The number of insights you
select directly affects the Flex credits that are consumed.
Contact Reason Extraction Identify contact reasons or themes in customer behavior for insights into preferences. For example, if customers frequently complain of calls being dropped, the contact reason is dropped calls. Targeted Sentiment When multiple aspects are included in customer interaction, sentiment is associated to specific objects. For example, the flight was delayed but the food was good. The delay is associated with a negative sentiment and the food is associated with a positive sentiment. Sentiment Measure the overall sentiment of customers for a product or service. For example, the flight was on time. The sentiment insights generated are positive. Entity Extraction Identify and categorize specific information from customer interactions or feedback. For example, product and customer names. Key Phrase Extraction Extract the most important phrases from a text to summarize key points or reasons for contact from customer feedback. For example, the experience was not great due to appalling service. Here the key phrase is appalling service. Product Insights Extraction Extract actionable insights from customer feedback, including sentiment towards the product, positive and negative features mentioned in customer reviews, and the reasons customers contacted support. Products are identified based on the products uploaded in the Product DMO. Products are identified from the interactions and mapped to the uploaded products in the DMO and the sentiment is matched. - Select the date from when you want to start processing data for the channel and click Install. On subsequent logins, you can also pause and edit processing dates for your data transform from here.
Note To use Data Governance features, grant permissions to the listed
objects per your chosen policy according to Assign Data Access. If you have more than one data
space, you must grant access to objects in each data space. Object names in non default data
spaces follow the convention of <DataSpace Prefix>_<Object Name>.
¿Resolvió este artículo su problema?
¡Háganos saber cómo podemos mejorar!
