Monitor Service Activity with Out-of-the-Box Reports

Tip Take the Service Analytics App Trailhead module to get insights into your Service data with a prebuilt app.

You can also report on the solutions for your organization, including solution history, the languages in which solutions have been written, and whether translated solutions are out of date. If you have enabled the Self-Service portal, you can run reports to track usage of your Self-Service portal.

• View Prebuilt Service Reports and Dashboards
  Improve the operational efficiency of your contact center with dashboards and reports. Get insights into cases, view rep and queue performance, and track critical KPIs such as average handle time.
• Monitor Support Processes
  After you set up your customer support automation, monitor your case escalation rule queue, your entitlement process queue, and your automated knowledge article actions.
• Use Custom Report Types to Report on Support Activity
  Cases and Solutions come with a number of custom report types that you can use to track your team’s work with cases and solutions.
• Tips for Effective Support Reporting
  You can get a lot of useful information out of your cases and solutions data if you keep a few tips and best practices in mind.