---
schema_version: "1"
id: b7336a2bd278f4fcdc3fb013237559e1a75f19bd65af7cfcd28689f33d05abb9
title: Operations Score (OPS)
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/analytics/264-0-0/csi_score_work_metrics_ops.md
canonical_url: https://help.salesforce.com/s/articleView?id=analytics.csi_score_work_metrics_ops.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 84b7ac3b38d20efd5d8bc89f0364a6a6847f6a1a6caf1d141807244ac64d287b
description: Evaluates the efficiency and effectiveness of internal processes that drive customer delivery. It evaluates process efficiency and quality of delivery across the value chain from marketing execution to quoting, servicing, and billing to drive cost optimization and service quality.
products:
  - Cross Cloud
release: "264"
---
# Operations Score (OPS)

Evaluates the efficiency and effectiveness of internal processes that drive customer delivery. It evaluates process efficiency and quality of delivery across the value chain from marketing execution to quoting, servicing, and billing to drive cost optimization and service quality.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=analytics.csi_score_learn_requirements.htm&amp;release=264.0.0&amp;type=5" title="Learn about the Salesforce editions, products, and licenses required for CSI Score.">View supported editions</a></td></tr></tbody></table>

## OPS Use Cases

- To assess the efficiency of support teams by monitoring case resolution speed and fix rates to lower cost-to-serve.
- To identify technical communication failures, such as high rates of SMS or email bounces, that disrupt scalable delivery.
- To benchmark the operational quality of field service teams regarding work order completion and consistency.

## OPS KPIs

![OPS KPIs](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-analytics-csi_score-264-0-0-production-enus/5eb470d9-337a-48d8-b35b-1bd7b712912f/csi_score/images/csi_score_metric_ops.png)

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d1911e88">KPIs</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d1911e91">KPI Purpose</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="KPIs" class="slds-cell-wrap" style="vertical-align:top;" headers="d1911e88 "> Operations Score (OPS) by Cloud</td>

            <td data-label="KPI Purpose" class="slds-cell-wrap" style="vertical-align:top;" headers="d1911e91 ">
              <p>Isolates operational efficiency by department to reveal exactly which part of
                the value chain is creating friction.</p>
              <p style="margin-bottom:0;">It helps leaders pinpoint if delays are
                stemming from marketing delivery failures, slow quoting in sales, or service
                bottlenecks, enabling precise process tuning.</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="KPIs" class="slds-cell-wrap" style="vertical-align:top;" headers="d1911e88 ">Closed Work Order Rate</td>

            <td data-label="KPI Purpose" class="slds-cell-wrap" style="vertical-align:top;" headers="d1911e91 ">
              <p>Measures the velocity of field operations by tracking the percentage of work
                orders that are successfully completed against those created.</p>
              <p style="margin-bottom:0;">A high rate
                indicates an efficient dispatch and delivery system, while a low rate flags
                capacity issues or scheduling inefficiencies that need immediate
                attention.</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="KPIs" class="slds-cell-wrap" style="vertical-align:top;" headers="d1911e88 ">First-Time Fix Rate (FTFR)</td>

            <td data-label="KPI Purpose" class="slds-cell-wrap" style="vertical-align:top;" headers="d1911e91 ">
              <p>Tracks the percentage of service issues resolved on the first attempt, serving
                as a primary indicator of technical competence and operational cost control.</p>
              <p style="margin-bottom:0;">High
                FTFR directly reduces repeat calls, significantly lowering the cost-to-serve while
                boosting customer satisfaction.</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="KPIs" class="slds-cell-wrap" style="vertical-align:top;" headers="d1911e88 ">Case Resolution Speed</td>

            <td data-label="KPI Purpose" class="slds-cell-wrap" style="vertical-align:top;" headers="d1911e91 ">
              <p>Tracks the average time that it takes to resolve customer issues from intake to
                closure.</p>
              <p style="margin-bottom:0;">Optimizing this speed directly improves service margins by reducing the
                labor hours per case, while also preventing customer frustration caused by long
                wait times.</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="KPIs" class="slds-cell-wrap" style="vertical-align:top;" headers="d1911e88 ">Total Mobile Bounced Event</td>

            <td data-label="KPI Purpose" class="slds-cell-wrap" style="vertical-align:top;" headers="d1911e91 ">
              <p>Measures the reliability of digital communication channels by tracking the
                volume of failed SMS or text message.</p>
              <p style="margin-bottom:0;">High bounce rates signal data quality issues
                or technical failures in the last mile of customer communication, which can
                silently disrupt service delivery and engagement.</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="KPIs" class="slds-cell-wrap" style="vertical-align:top;" headers="d1911e88 ">Account Watchlist</td>

            <td data-label="KPI Purpose" class="slds-cell-wrap" style="vertical-align:top;" headers="d1911e91 ">
              <p>Targets accounts disproportionately affected by process inefficiencies, such as
                high digital bounce rates, slow case resolution, or low FTFR.</p>
              <p style="margin-bottom:0;">It identifies
                customers paying the price for operational bottlenecks, allowing teams to
                remediate specific service delivery failures.</p>
            </td>

          </tr>
        </tbody>
      </table>