Giving your support teams actionable insights via Service Cloud dashboard is critical to maintain efficiency and effectiveness. Thankfully, Salesforce Labs has put together an App on the AppExchange with four pre-configured dashboards for your customer service team; from managers to agents on the front line, these dashboards give key data insights to everyone.
Installing preconfigured dashboards saves a ton of time and lets you (the #AwesomeAdmin) focus on more urgent day to day support and innovations.
It’s recommended to Install for Admins Only when first installing. This will allow you to become comfortable with the dashboard content, make any necessary tweaks, and then determine the best audiences for each. After installing the App, you’ll be able to find all the dashboards in the Preconfigured Service Cloud Dashboards folder.
Key Performance Indicators Dashboard
This dashboard focuses on the critical metrics that every customer service team needs to know. Dashboard components include indicators such as open cases by status, average resolution times by channel, escalated case percentages, and more.
Executive Sponsor: Key Metrics Dashboard
This dashboard is for managers and executives. It gives high-level visibility into the overall situation surrounding customer service cases and can serve as a health check for the business. Average resolution times, open case counts, unassigned case count, and case priorities are all easily visualized on this dashboard.
Service Manager: Key Metrics Dashboard
The Service Manager dashboard has some similar metrics as the executive sponsor and key performance indicators dashboard, but more focused on their team specifically. Components include reports and graphics for things like open cases for their team, their team’s average resolution time, and case age per team member.
Service Agent: Clean Your Room
This dashboard is for the agents on the front lines. The ones who own cases and actively work them. This dashboard is meant to help them keep track of their own performance metrics to ensure nothing is falling through the cracks. Agents can monitor metrics like their own average resolution times, their top priority cases, and cases organized by age so they can pick what work to tackle first.
Omni-Channel Performance Dashboard
Omni-Channel connects all of your support channels, providing consistent support to your customers and giving your agents work in one consolidated place. Omni-Channel can assign incoming customer service issues based on agent capacity by checking their workload.
The Omni-Channel Performance Dashboard monitors agent work performance to maximise efficiency. Metrics include agent work by service channel, average response time by agent, and average handle time by agent.
Every business is a little different, and every customer service team has slightly different needs. Before rolling out the dashboards to everyone, it’s recommended to fine tune and make any necessary adjustments to ensure the dashboards visualize exactly what you need.
Salesforce Labs put together a handy list of Tips & Tricks for fine tuning the pre-configured dashboards.
Leverage Apps on the AppExchange
The great thing about the Salesforce ecosystem is that there are seemingly countless resources available. It’s important to weigh Buy vs. Build when considering Salesforce solutions. The AppExchange has a ton of amazing solutions built for all kinds of industries. Internet Creations has several apps on the AppExchange to give your agents a seamless Service Cloud experience. Learn more about our applications and try them out free for 60 days to help meet customer demand and manage support cases cleanly.
More Service Metrics
A negative customer support incident is amplified far more (in both speed and reach) than a positive experience – organizations need to be extra careful and make resolutions as quick and seamless as possible. Descriptive analytics helps us answer: “What happened?”, whereas predictive analytics is the practice of using past data to determine future patterns with a certain degree of accuracy: