{"id":1591,"date":"2019-10-10T15:54:00","date_gmt":"2023-10-18T15:54:35","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=1591"},"modified":"2023-10-18T17:35:36","modified_gmt":"2023-10-18T17:35:36","slug":"how-to-set-up-your-customer-service-dashboard","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/ca\/blog\/how-to-set-up-your-customer-service-dashboard\/","title":{"rendered":"How To Set Up Your Customer Service Dashboard"},"content":{"rendered":"\n

There are plenty of posters, laptop wallpapers or even fridge magnets that extol the virtues of great customer service. Maybe some of them are visible in the office where you work. <\/p>\n

They might say things like, \u201cCustomer Service Is Not A Department. It\u2019s Everyone\u2019s Job,\u201d or \u201cCustomer Service Is Not A Single Act. It\u2019s A Practice That\u2019s Performed Every Day.\u201d<\/p>\n

These are great slogans to remind yourself of the importance of what you do. If they become so familiar you no longer really look at them, however, they don\u2019t provide a lot of value. Your customer service dashboard<\/a> faces the same fate if it\u2019s not set up the right way from the very beginning. <\/p>\n

Like any other business application, dashboards can offer an incredible number of benefits to employees. This includes productivity, collaboration, and a better experience for customers, which is ultimately what service is all about. <\/p>\n

Also like other business applications, though, customer service dashboards can bury the information that employees need to see the most. Or they are set up in such a way that employees get frustrated<\/a> and simply try to work around them. <\/p>\n

This defeats the entire point of dashboards, and also makes it difficult for managers to coach them effectively. After all, some of what might appear in a customer service dashboard will relate directly to an individual agent\u2019s or the team\u2019s performance in terms of volume of issues resolved. If you\u2019re not making the dashboard a part of your process, what the dashboard shows in terms of performance may be poor. <\/p>\n

In the early days of dashboards, of course, many organizations were making a pretty big shift from providing key data points to service agents on paper to managing customer data in real-time<\/a>. In many cases, firms might not have known exactly what needed to be displayed on the front end. <\/p>\n

There might still be some unique business needs you need to keep in mind as you set up a customer service dashboard, but a few of the following activities will guide you towards a best practice approach: <\/p>\n

1. Jump ahead to the team or senior leadership meeting<\/h2>\n

Rather than treat a customer service dashboard as a blank slate, it might make sense to imagine what will happen around the table the next time everyone\u2019s gathered to discuss current priorities and trends. Some of the questions to think about include: <\/p>\n