Unity Integration: Unity Insights in Service Cloud
- The integration will create the below Intelligent Attributes in Master Customer object of Unity.
- Average Service Duration – The average duration to resolve incidents of the contact.
- Average Sentiment – The average customer sentiment of the contact.
- Most Popular Channel – The most preferred channel of the contact.
- Product Affinity – The most interacted product by the contact.
Intelligent Attributes in Unity
- A new panel in Oracle Service Cloud will display the Service related Intelligent Attributes of a Contact.
- The panel is available for every Contact in Service Cloud.
- The Intelligent Attributes will be updated when the Identity Resolution jobs run in Unity.
Unity Insights panel
Business Value:
Improved Customer Satisfaction: Agents now equipped with IAs from Unity can provide a better service to contacts.
Steps to Enable
You don't need to do anything to enable this feature.
Tips And Considerations
This feature will be part of the 3.25.02.14-b0001 - BUI Mar i release which will be on non-production sites on 2/20/2025 and on production sites on 3/6/2025.