Use the Case Analytics Dashboards to understand and improve case handling. Gain
insights into case volume, resolution times, escalations, and first-contact resolution rates,
empowering various IT employees to make data-driven decisions that enhance customer satisfaction
and operational efficiency.
Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited
Editions with Agentforce IT Service.
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.
Case Analytics Overall Analysis Dashboard for IT Services Use the Overall Analysis dashboard to gain crucial insights into your case management efficiency. Analyze total cases, total cases closed, and total escalated cases to understand your workload. Track the average time to close and first-time resolution percentage to measure how well you resolve cases. Review the case volume by origin and the case volume trend line to find patterns and manage resources well.
Ratkaisiko tämä artikkeli ongelmasi?
Anna palautetta, jotta voimme kehittyä!
Ladataan
Salesforce Help | Article
Cookie Consent Manager
Cookie Consent Manager
General Information
Required Cookies
Functional Cookies
Advertising Cookies
General Information
We use three kinds of cookies on our websites: required, functional, and advertising. You can choose whether functional and advertising cookies apply. Click on the different cookie categories to find out more about each category and to change the default settings.
Privacy Statement
Required Cookies
Always Active
Required cookies are necessary for basic website functionality. Some examples include: session cookies needed to transmit the website, authentication cookies, and security cookies.
Functional Cookies
Functional cookies enhance functions, performance, and services on the website. Some examples include: cookies used to analyze site traffic, cookies used for market research, and cookies used to display advertising that is not directed to a particular individual.
Advertising Cookies
Advertising cookies track activity across websites in order to understand a viewer’s interests, and direct them specific marketing. Some examples include: cookies used for remarketing, or interest-based advertising.
