Access business impact and adoption of Einstein for Service with a dashboard that directly correlates AI usage with operational key performance indicators (KPIs). Track agent performance by analyzing key metrics such as Average Handle Time (AHT) and As-Is Usage to identify where AI usage drives positive outcomes and efficiency. Use these insights to enhance decision-making, track ROI, manage AI features, and provide data-driven coaching for your service reps.
Where: This change applies to Lightning Experience in Enterprise, Unlimited, and Developer editions of Service Cloud. It’s also available in Einstein for Service Edition.
When: The Service AI Adoption and Analytics feature is available starting on April 21, 2026.
Who: The dashboards are part of the Einstein for Service analytics app. You need the Data Cloud admin permission set, Tableau Limited Viewer license and permission sets, and Service data kit.