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Configure a Case Volume Visualization

The Tableau Next Case Volume visualization template provides instant insights to track and optimize the total case volume across different origins and timelines. This visualization uses the data from the Service Insights semantic model. Designed to allow analysts to visualize their data instantly and provide stakeholders with actionable insights, bypassing the time-consuming process of manual configuration and complex data modeling.

Required Editions

View supported editions.
User Permissions Needed
To view Marketplace templates: Tableau Unmetered Platform Analyst or Tableau Next Platform Analyst permission set
To install semantic models in Data 360: Data Cloud Architect permission set
To install and view Service Insights: Service Cloud with the Service Insights App license

This template requires:

  • Customer 360 Data Model installed in Data 360
  • Service data kit and Service data bundle installed in Data 360
  • Service DMOs: Account, Agent Service Presence, Agent Work, Case, Category, Knowledge Article, Knowledge Article Category, Knowledge Article Engagement, Knowledge Article Version, Linked Knowledge Article, Service Presence, Survey, Survey Invitation, Survey Question, Survey Response, Survey Subject, Survey Version, User, and User Group.

This template is designed to work with the Service Insights DMOs, mapping your service data directly into this visualization.

  1. On the Tableau Next home page, select Marketplace.
    1. In the Search box, enter Case, and select the Case Volume tile.
    2. Or, from a workspace, click Add, and select Visualization.
      Add Visualization option
    3. To view visualization templates, select From Marketplace.
      Open the Tableau Next Marketplace with existing templates to create a visualization.
    4. Select the Case Volume template tile and click Next.
      Tableau Next Marketplace with the Case Volume template selected.
  2. View the template details and click Next.
  3. Enter the hourly cost for your service agents in dollars.
  4. Click Next to start the installation process.

The template checks your org to make sure that all prerequisites and permissions are set up correctly to install the visualization. If the template validation is successful, the installation process begins. If it fails, you’re provided with a list of errors to resolve.