Salesforce Service Reporting Suite

The Reporting Suite (Service Add-On) provides a deep analytics reporting and dashboard solution for Salesforce Service users.

This is a great fit for businesses, who have implemented or planning to implement 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

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

 

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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

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

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

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

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

Please get in touch with us for a no-cost, no-obligation chat.

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