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            Case CSAT Analysis Dashboard for IT Services

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            Case CSAT Analysis Dashboard for IT Services

            Use the Case CSAT Analysis dashboard to understand customer satisfaction. You can monitor the average case satisfaction score and its trend to gauge overall performance. Analyze case satisfaction by origin and priority to identify key areas for improvement.

            Required Editions

            Available in: Lightning Experience
            Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.

            Filter the data in the Case CSAT Analytics dashboard by queue, case origin, priority, and contact reason to get personalized and targeted analysis.

            Learn the definitions of key metrics in the Case CSAT Analysis dashboard.

            METRIC DESCRIPTION
            Avg. Case Satisfaction Score Shows the average rating customers gave for their satisfaction with cases.
            Case Satisfaction Score Trend Shows the changes in customer satisfaction scores over time.
            Case Satisfaction Score by Origin Helps you categorize customer satisfaction scores by their source.
            Case Satisfaction Score by Priority Helps you categorize customer satisfaction scores by the urgency of the case.
             
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            Salesforce Help | Article