---
schema_version: "1"
id: 07ab0f97e89920e943cba8d474c4d2579aa250fe109f1f8285cca1fbe0d6262a
title: Agentforce IT Service Analytics Dashboards
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/it_srvcs_analytics_use_agentic_it_service_analytics_dashboards.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.it_srvcs_analytics_use_agentic_it_service_analytics_dashboards.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 669d7c5a62b0c2e261705b6639b490f5bef393a51c73c44d275a8832b1544c7e
description: Gain valuable insights and enhance decision-making for your IT leaders and teams with the Agentforce IT Service Intelligence app. Access the dashboards, such as incident, change, knowledge, and so on, to address key Agentforce IT Service Analytics use cases. Improve overall IT operations and efficiency by leveraging comprehensive analytics solutions.
products:
  - Service Cloud
  - Agentforce IT Service
release: "264"
---
# Agentforce IT Service Analytics Dashboards

Gain valuable insights and enhance decision-making for your IT leaders and teams with the Agentforce IT Service Intelligence app. Access the dashboards, such as incident, change, knowledge, and so on, to address key Agentforce IT Service Analytics use cases. Improve overall IT operations and efficiency by leveraging comprehensive analytics solutions.

### 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>Unlimited</strong> and <strong>Developer</strong> Editions with Agentforce IT Service and <span>Data 360</span></td></tr></tbody></table>

- **[Incident Manager Analytics Dashboards for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_analytics_incident_manager_analytics_dashboards.htm&release=264.0.0&type=5)**  
    Enhance incident resolution and customer satisfaction with data-driven insights. This dashboard delivers key metrics on incident volume, resolution times, and SLA breaches. Incident Managers can proactively identify process inefficiencies, address service rep skill gaps, and improve overall service delivery.
- **[Change Management Dashboard for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_analytics_change_management_dashboard.htm&release=264.0.0&type=5)**  
    Measure change progress and monitor by using customizable views with filters such as change type, risk level, priority, status, and category. Gain visibility into issues, enhance change success rates, and reduce unapproved changes.
- **[IT Leadership Overview Dashboard for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_analytics_it_leadership_overview_dashboard.htm&release=264.0.0&type=5)**  
    Visualize and derive operational efficiency insights from key IT metrics such as incident volume analysis per employee and service representative resolution metrics. Analyze overall incident volume data by employee versus service representative to optimize resource allocation and enhance service response. Use the dashboard to manage IT costs, budgets, and drive innovation for digital transformation.
- **[Knowledge Analytics Dashboard for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_analytics_knowledge_analytics_dashboard.htm&release=264.0.0&type=5)**  
    Analyze the effectiveness of your knowledge base (KB), identify gaps, and optimize article usage by providing reports on KB performance and utilization. Visualize the impact of the knowledge base in reducing incident and case resolution times and improving self-service.
- **[Omni-Channel Analytics Dashboards for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_analytics_omni_channel_analytics_dashboards.htm&release=264.0.0&type=5)**  
    Gain critical insights into customer interactions and service reps performance across all channels with the Omni-Channel Analytics Dashboard. Monitor work item distribution, average speed to answer, average wait time, and service levels to streamline employee interactions and enhance service delivery.
- **[Case Analytics Dashboards for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_analytics_case_analytics_dashboards.htm&release=264.0.0&type=5)**  
    Use the Case Analytics Dashboards to understand and improve case handling. Gain insights into case volume, resolution times, escalations, and first-contact resolution rates, empowering various IT employees to make data-driven decisions that enhance customer satisfaction and operational efficiency.