Service Insights Dashboards

Determine whether you're meeting your customer service goals with easy-to-understand data visualizations in the Service Insights dashboards. The combination of customer data, key performance indicators (KPIs), and artificial intelligence (AI) help your service team improve operations and reduce costs.

• Service Insights Cases Dashboard
  Get a comprehensive view of your service team’s caseload. Spot high-level stats, such as total escalated cases, average time to close, percentage of first contact resolution, and more.
• Service Insights Customer Satisfaction Dashboard
  Understand your service team’s customer satisfaction scores (CSAT) by channel, and more.
• Omni-Channel Dashboard
  Quickly identify the routing efficiency and support rep performance across Omni-Channel routing and channels. Check on work volumes, accepted or declined work, average handle times, average wait time, routing effectiveness, and more.
• Service Rep Dashboard
  Get a comprehensive view of your service team’s caseload. Spot high-level stats, such as total escalated cases, average time to close, percentage of first contact resolution, customer satisfaction scores (CSAT) by channel, and more.
• Knowledge Dashboard
  Get a comprehensive view of your service team’s knowledge articles. Use this dashboard to understand the articles used to support case resolution, understand the ROI of knowledge articles, and improve the effectiveness of knowledge articles.
• Agentforce Service Agents Dashboards
  Quickly understand how Agentforce Service Agents help customers using the Agentforce dashboards.
• My Service Performance Dashboard
  Reps can use this dashboard to get a comprehensive view of their caseload. Spot high-level stats, such as total escalated cases, average time to close, percentage of first contact resolution by channel, and more.