The analytics app provides a comprehensive set of dashboards for customer service
agents and managers. These dashboards analyze customer experiences across various channels and
locations, highlight key contact reasons, identify customers who need attention, and offer
data-driven insights to improve understanding of customer needs and preferences.
Required Editions
| Available in: Lightning Experience |
To view and analyze data, use either the CRM Analytics app or the Tableau Next app. We
recommend that you use the Tableau Next app.
- Set up Tableau Next Analytics Dashboards
Install Tableau Next analytics dashboards to look at how customers interact with your company across different ways.
- Use Tableau Next Customer Signals Intelligence Analytics Dashboards
Gain a comprehensive analysis of customer engagement across channels based on customer sentiment, key phrases, contact reasons, and location. Use the new analytics dashboards to monitor trends in Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and sentiment over time. Gain insights into the sentiment of interactions by each service reps and identify customers that need attention based on their engagement frequency and sentiment score.
- Set Up CRM Analytics
Give your team access to Customer Signals Intelligence Analytics dashboards to analyze and optimize customer interactions. To access latest features and enhancements, we recommend that you use Tableau Next analytics.
- Set Up Self Learning Knowledge
Install Self Learning Knowledge to identify gaps in your knowledge base. Self-Learning Knowledge uses the information in past cases and conversations to help your support team decide where to update or add the most relevant information.
