Use the Case CSAT Analysis dashboard to understand customer satisfaction. You can
monitor the average case satisfaction score and its trend to gauge overall performance. Analyze
case satisfaction by origin and priority to identify key areas for improvement.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, Performance, and Unlimited
Editions with Agentforce IT Service. |
Filter the data in the Case CSAT Analytics dashboard by queue, case origin, priority, and
contact reason to get personalized and targeted analysis.
Learn the definitions of key metrics in the Case CSAT Analysis dashboard.
| METRIC |
DESCRIPTION |
| Avg. Case Satisfaction Score |
Shows the average rating customers gave for their satisfaction with
cases. |
| Case Satisfaction Score Trend |
Shows the changes in customer satisfaction scores over time. |
| Case Satisfaction Score by Origin |
Helps you categorize customer satisfaction scores by their source. |
| Case Satisfaction Score by Priority |
Helps you categorize customer satisfaction scores by the urgency of the
case. |
