---
schema_version: "1"
id: c78aef0e93b6e93605f9d1301f33e7eed0ae75541e43110d2b644e1df1f35bc8
title: Case CSAT Analysis Dashboard for IT Services
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/it_srvcs_analytics_case_analytics_case_csat_dashboard.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.it_srvcs_analytics_case_analytics_case_csat_dashboard.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: e67c409724bc4bfb569cec564b14b75a03be30c288732219fe84ee2def98bb3a
description: 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.
products:
  - Service Cloud
  - Agentforce IT Service
release: "264"
---
# Case CSAT Analysis Dashboard for IT Services

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

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table>

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. |