Service Manager dashboard
Use the Service Manager dashboard to track and analyze customer service case data.
To view the Service Manager dashboard, navigate to Customer Service > Overview.
Important: Navigating to Customer Service Overview to display the Service Manager dashboard may result in an error. Users with the admin role can update the link for the Overview module using the following steps:
- Select the Edit Module icon on the Overview module.
- Select the Link Type tab on the Overview Module record.
Replace the link in the Arguments field with the following text:
now/platform-analytics-workspace/dashboards/params/edit/false/tab-sys-id/cfd42b49713354023ee53ca6498cb5d7/sys-id/06e36279f3d8b8349c285a79155206f8Select Update.
The Service Manager dashboard displays four case-related reports, which are created using the Reports application. You can drill down into these reports for more information about the related cases.
Service Manager dashboard displaying four case-related reports and their pie chart representations to track and analyze customer service case data. For the text description, refer to the Reports section.
End users and roles
| End user and goal | Required role |
|---|---|
| Customer service manager: Track status of cases and customer satisfaction. | sn_customerservice_manager |
| Customer service agent: Track status of cases and customer satisfaction. | sn_customerservice_agent |
| System administrator: Can edit the dashboard. | admin |
Reports
| Title | Type | Description |
|---|---|---|
| Cases by SLA stage | Pie Chart Image omitted: pie-sm.svg Pie report icon. | Displays the number of cases by SLA stage. |
| Open Cases By Priority | Donut Image omitted: semi-donut-sm.svg Donut report icon. | Displays the number of open cases by priority.- Click a priority to show the case list. - Click a case from the list to view details. |
| Customer Satisfaction | Gauge Image omitted: solid-gauge-sm.svg Dial report icon. | Displays the results of the customer satisfaction survey that a customer is asked to take after a case is closed. |
| Open Cases By Product | Semi-Donut Image omitted: semi-donut-sm.svg Donut report icon. | Displays the number of open cases for each product. |