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Use Public Sector Case Analytics Prebuilt Dashboard
After you create Public Sector Case Analytics, navigate to the app and use its dashboards to measure your team’s effectiveness and improve services delivery.
Open the app.
- From the app picker
, select CRM Analytics
Studio to open the CRM Analytics home page. - Under Browse in the left column, select All Items.
- Select the Apps tab, then click your app to open it. If you can’t immediately find it, consult your Salesforce administrator to find out the name they gave it when creating the app.
Click Dashboards to see a list of all app dashboards. Public Sector Case Analytics prebuilt dashboards contain best practices that help you get value from your Salesforce data—fast. The dashboards let you manage service cases and forecast and understand key business performance drivers, visualize trends, and assign actions. They also help you get fast answers to questions you have about your service business’s results.
Public Sector Case Overview. Start here. Summarizes key performance indicators (KPIs) about your case load, including open cases in the backlog, agent average time to close, and first contact resolution rate. Helps you gauge effectiveness of service delivery and surface issues requiring further investigation. Also, provides springboard to all other dashboards.
Case Changes. Brings your historical case data to life. View cases with the most changes and see their average duration in each status in the resolution process. Also sort cases according to their owner and see how cases move from one status to another.
Case Owner Activity. Helps determine how well case owners use their time. Shows how much work they do and how their work aligns with case-closing numbers and duration as well as CSAT.
Case Owner Performance. Shows case manager team performance against key activity and client satisfaction metrics. Performance trends and benchmarks help case managers provide direction and drive team success.
Case Origin Review. Shows client satisfaction and activities—duration and volume—on cases by where they originated to help you monitor success of each origin.
Case Variances. Gives complete view of your backlog to show how efficiently your team resolves cases and how quickly your backlog is growing. Helps you prioritize and staff your team accordingly.
Client Review. Provides a full breakdown of a selected client’s service history and current backlog and includes client satisfaction data and trends. Identify bottlenecks in case lifecycle with insights into average duration spent in various case statuses.
Customer Satisfaction. You only see this dashboard if you add CSAT data to your app. Highlights CSAT measures so you can identify specific areas to improve service. Orders clients from most to least satisfied and associates case managers, products, and channels with satisfaction.
Knowledge Impact. You only see this dashboard if you add knowledge data to your app. Provides a view into how knowledge articles attached to cases impact CSAT and resolution time. See which case managers used the most articles to determine who needs coaching about how to use knowledge to help resolve service issues.
Knowledge Use. You only see this dashboard if you add knowledge data to your app. Helps you understand how case managers use knowledge articles to help you drive article creation. See which articles are attached the most and the least and which have the most views or votes (high ratings) over time.
Omni-Channel. You only see this dashboard if you add Omni-Channel data to your app. Gives managers insight into case manager utilization based on Omni-Channel work record tracking. Includes incoming case manager work volume, average speed to answer, average handle time, average active time, and other agent utilization metrics.
Prioritize Open Cases. Shows current open case workload to help you prioritize, investigate problematic cases, and view escalations and SLA compliance. Let’s you prioritize cases by case reason, priority, or any other classification so you can take appropriate action.
Telephony. You only see this dashboard if you add telephony data to your app. Helps you understand the impact of phone contact with client during case resolution. Filter call volume and duration by inbound or outbound call, the result of the call, and other factors. Also relates call volume to case manager performance.
