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Embedded Dashboards
The Customer Lifecycle Analytics app includes dashboards and scorecards that you can embed in Lightning Experience pages. These dashboards provide detailed insights into your customer satisfaction and loyalty. Salesforce admins embed these dashboards in specific Salesforce pages.
Required Editions
| Available for an additional cost in: Enterprise, Unlimited, and Developer editions where Salesforce Surveys is enabled |
Here’s some general information about the dashboards and the questions they answer.
Single Customer’s Net Promoter Score Lifecycle
Analyze the customer lifecycle experience based on the Net Promoter Score (NPS) given by a customer. The dashboard’s charts answer these questions:
- Which stage of the customer’s lifecycle needs attention?
- What’s the average score across the stages of the customer lifecycle?
- What’s the latest NPS?
Single Customer’s Customer Satisfaction Rating Lifecycle
Analyze the customer lifecycle experience based on the Customer Satisfaction Rating (CSAT) given by a customer. The dashboard’s charts answer these questions:
- Which stage of the customer’s lifecycle needs attention?
- What’s the average rating across the stages of the customer lifecycle?
- What’s the latest CSAT rating?
Customer NPS Lifecycle
Gain insight into your customer lifecycle experience based on the NPS scores given by multiple customers. The dashboard’s charts answer these questions:
- Which stage of the customer’s lifecycle can be improved?
- What’s the NPS for the lifecycle?
- How many customers responded to the survey?
- What’s the total customer base?
- How many responses did we get?
- What’s the NPS across engagement channels and stages of the lifecycle?
Customer CSAT Lifecycle
Gain insight into your customer lifecycle experience based on the CSAT rating given by multiple customers. The dashboard’s charts answer these questions:
- What’s the average CSAT rating?
- How many responses did we get?
- Which stage of the customer’s lifecycle can be improved?
- What’s the CSAT rating across engagement channels and stages of the lifecycle?
Embedded Scorecards
Use the scorecards to get a quick view of how various key metrics perform.
| Scorecard | Description |
|---|---|
| Case Customer Satisfaction | The scorecard answers these questions:
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| Contact Customer Satisfaction | The scorecard answers these questions:
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| Person Account Customer Satisfaction | The scorecard answers these questions:
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| User Customer Satisfaction | The scorecard answers these questions:
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| Contact NPS | The scorecard answers these questions:
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| Person Account NPS | The scorecard answers these questions:
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| Account NPS | The scorecard answers these questions:
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| User NPS | The scorecard answers these questions:
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| Sentiment Analysis Card | The scorecard answers these questions:
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| Topic Sentiment Card | The scorecard answers these questions:
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