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Hi,
My customer service insights environment does not capture all case records from the source I have identified. Did a (force) refresh through re-mapping, but no changes to the number of records. The Customer Service Insights environment captures 900+ records but my source has 4000+ records.
Are there any parameters/conditions that I should consider so that CSI will capture all my case records?
Note: There is a post here previously related to a missing content/data -- and I can confirm that all my records have value in the Priority field. All records are created this year.
Thank you!
Hi there, CSI currently imports all case data created from the last 60 days, which could be a reason why only 900+ out of 4000+ records are showing up in CSI. If majority of the 4000+ cases were created before the last 60 days, they won't show up in CSI currently.
Hope this helps!
Thanks,
Alice
Thanks! I've checked and the number of records for the past 60 days is the same as the number captured by Customer Service Insights.
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