Salesforce Service Reporting Suite

An Add-On, providing deep analytics for Salesforce Service users

What is Salesforce Service Reporting Suite?

It is a service add-on, and a great fit for businesses, who have implemented or planning to implement the Salesforce Service Cloud solution. It provides meaningful insights and analysis on your customer support services and resource utilisation.

The reporting suite primarily offers a Service Management Dashboard for managers and team leaders, providing information on company-wide customer service standards and insights about service agents’ ways of working.

Prerequisites

This add-on can be deployed when the following pre-conditions are met:

  • Salesforce professional, enterprise, or unlimited editions only
  • Already implemented or considering implementation of Salesforce Service Cloud
  • Use of omnichannel
  • Entitlement process and milestones
  • Cases originating from multiple sources

 

i

Sample Built-In Reports

  • Average first response time by agent
  • Average case resolution time
  • First-response violated cases
  • Stalled cases
  • Case lifecycle by agent
  • Average response time by agent
  • Average handle time by agent
  • Average speed to answer by agent
  • Agent burn rate
Business Benefits
i

Detailed and customisable dashboards on case-handling, resource availability and utilisation.

i

An exponential advantage in decision-making process for businesses with little or no reporting exposure.

i

Solution can be deployed as a managed-package and can be easily installed, maintained and upgraded.

i

Facilitates meaningful and informed decision-making process to improve customer support landscape.

Contact us for more information on our accelerators.

Arun Kumar

Arun Kumar

Practice Head - CRM

arun.kumar@gauri.com
Pratik Gandhi

Pratik Gandhi

Delivery Head - India

pratik.gandhi@gauri.com