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            Problem Manager Dashboard for IT Services

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            Problem Manager Dashboard for IT Services

            The Problem Manager Dashboard offers valuable insights into problem trends, resolution efficiency, and team performance. This dashboard enables problem managers to proactively identify recurring issues, analyze root causes, and implement strategic improvements.

            Required Editions

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

            The dashboard answers these questions:

            New and Closed Problems

            • What's the total number of new problems created in the last 8 days?
            • What's the total number of new problems closed in the last 8 days?
            • How does the trend of new problems compare to the trend of closed problems over the last 8 days?
            • What is the distribution of new problems by priority in the last 8 days?
            • What is the distribution of closed problems by priority in the last 8 days?
            • What is the distribution of new problems based on assignee in the last 8 days?
            • Who are the top filers of closed problems in the last 8 days?

            Open Problems

            • What is the breakdown of open problems by priority?
            • What is the breakdown of open problems by category?
            • What is the breakdown of open problems by fulfiller?

            Resolved Problems

            • What is the average time to close problems, broken down by priority?
            • What is the distribution of problem resolution by code?
            • What is the problem resolution time for different fulfillers?

            Problems Needing Attention

            • Which problems are currently breaching their SLA?
            • Which problems are currently not assigned to a fulfiller?
            • What is the count of SLA breaches by different fulfillers?

            Problem Table

            • The Problem Table provides details of all the problems with key information such as subject, assignee, and priority.
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