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Configure the Service Insights Semantic Model and Metrics

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Configure the Service Insights Semantic Model and Metrics

The Tableau Next Service Insights Model and Metrics template offers a comprehensive look at your service data with metrics for cases, customer satisfaction, Omni-Channel, service agents, and knowledge. Designed for service managers and stakeholders, this template delivers detailed breakdowns of CSAT and case escalation across various dimensions. By installing the semantic model, you immediately gain access to over 25 pre-configured metrics and more than 100 calculated fields. These insights are essential for continuous service progress monitoring, identifying areas that need improvement, and driving data-informed decisions.

Required Editions

View supported editions.
User Permissions Needed
To view Marketplace templates: Tableau Unmetered Platform Analyst or Tableau Next Platform Analyst permission set
To install semantic models in Data 360: Data Cloud Architect permission set
To install and view Service Insights: Service Cloud with the Service Insights App license

This template requires:

  • Customer 360 Data Model installed in Data 360
  • Service data kit and Service data bundle installed in Data 360
  • Service DMOs: Account, Agent Service Presence, Agent Work, Case, Category, Knowledge Article, Knowledge Article Category, Knowledge Article Engagement, Knowledge Article Version, Linked Knowledge Article, Service Presence, Survey, Survey Invitation, Survey Question, Survey Response, Survey Subject, Survey Version, User, and User Group.

This template is designed to work with the Service Insights DMOs, mapping your service data into valuable metrics.

  1. On the Tableau Next home page, select Marketplace.
    1. In the Search box, enter Service, and select the Service Insights Model and Metrics tile.
    2. Or, from your Tableau Next workspace, click Add, and select Semantic Model.
      The semantic model option in the Add dropdown list.
    3. Under Create New, select From Marketplace.
      Create a semantic model from the Marketplace.
    4. Select the Service Insights Model and Metrics tile.
      Select the Service Insights Model and Metrics template.
  2. View the template details and click Next.
  3. Enter the hourly cost for your service agents in dollars.
  4. Click Next to start the installation process.

The template checks your org to make sure that all prerequisites and permissions are set up correctly to install the semantic model and its supporting metrics. If the template validation is successful, the installation process begins. If it fails, you’re provided with a list of errors to resolve.

See Also

 
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