The Predicted CSAT Score feature is enabled for all partners by default, ensuring that you can benefit from its capabilities. However, if you find that the feature is not enabled for your specific partner account, you can reach out to your Success Manager.

Before You Begin

1. CSAT rating is predicated only on a Case.

2. It works only for English, French, Portuguese, Spanish, and German languages for now.

3. In the Custom Fields list view, it will appear as a non-editable field just like other system fields.

4. Predicted CSAT Rating will not be available for old cases unless they have a new associated fan message after the model is enabled.

5. Every time a new fan message gets associated with the case, the Predicted CSAT Rating is updated. The score is predicted based on the latest 6 fan messages and the previous score predicted in the case conversation.