Service Analytics helps your service experts better understand customers and what makes them happy.
 

Discover insights for every channel and customer conversation. Automatically populate dashboards with Service Cloud data, and gain visibility into your business with omni-channel, chat, activity, and backlog analysis. Then, embed customer service dashboards anywhere in your CRM to increase visibility within the company and promote collaboration.

Reach faster resolutions and create happier customers when you explore and act on trends in every channel. With Service Analytics, agents and managers can create tasks, escalate cases, or even open opportunities from within the Salesforce apps you already use, on any device.

Now service managers can see critical KPIs like CSAT, average handle time, and first-call resolution in one place — so they can coach the best team and enhance channel optimisation. Service agents get a window into their performance to ensure smarter service, and peer benchmarking so they can measure their efforts.

Easily drill into customer profiles and case history with Service Analytics. Optimise agent productivity and case queues to deliver better customer experience. Create cases, update case history, and collaborate with your team directly from the Service Cloud console you already use. Since it’s not structured like legacy business intelligence solutions, you can quickly diagnose service issues and find the best answers quickly.
 
 
 
Bring the power of Field Service Analytics to your entire team. See how you can quickly track case management, agent efficiency, and channel optimisation – for a deeper understanding of what makes customers happy.

This guide explains how Wave App for Service can bring the power of analytics to your entire service team. See how you can quickly track case management, agent efficiency and channel optimisation – for a deeper understanding of what makes customers happy.

To see how Einstein Analytics can help you more efficiently track and manage your team, test drive a few dashboards, and explore real datasets.