Customer Insights in Service Cloud

See what customers have searched and viewed so agents can provide a faster and more relevant solution.

Enable Customer Insights as part of Expert for Salesforce Service Cloud integration.

The Insights tab displays customer history with Expert self-service activity before they submitted the case.

Under User viewed, see Expert content viewed with timestamp
Under User searched, see Expert search queries entered with timestamp
Details will continue to populate for ongoing customer activity
Colors indicate the relative timeframe in which the customer viewed or searched for content

Click an article title to open the article in a browser tab
Click a search term to open a search results page for that term in a browser tab
Scroll to the bottom of the Insights tab and click View in Expert to see the data in a browser tab

Limitations

Insights only shows pages and searches powered by Expert. Use a third-party data tool, such as Google Analytics, to collect data for behavior in other systems.