Help support agents decrease customer frustration, and improve support. Community 360 shows support agents working in the console whether customers have already looked at pertinent documentation and if they’ve already filed any cases before calling support. Agents don’t suggest articles customers have already accessed, or open duplicate cases. This feature is new in Lightning Experience.

To use Community 360, contact Salesforce to enroll in the public pilot program. Then you can enable it in the communities where you want to gather information and give the profile permissions to your support agent.

To enable it in the community, select Gather Community 360 data preference in the Administration workspace.