Service reporting delivers prebuilt reports and dashboards that you can install
directly into your Salesforce org and, if needed, customize. These reports and dashboards
provide important information that supervisors need for their day-to-day operations. You can
also create you own custom reports using the out-of-the-box custom report types.
Required Editions
The prebuilt reports and dashboards provide you with these benefits.
- Performance Tracking
- Monitor the performance of your contact center to identify top performers and areas for
improvement.
- Efficiency Insights
- Gain insights into queue efficiency, including speed to answer and average handle time,
to optimize workflows and reduce wait times.
- Data-Driven Decisions
- Make informed decisions based on real-time data to enhance your service strategies and
operational processes.
- Reduced Effort
- Save time and resources by using prebuilt reports and dashboards, eliminating the need
to build them from scratch.
- Reduced Support Requests
- Minimize the need for support to help you understand the data model to build custom
reports.
- Install the Prebuilt Reports and Dashboards
To track the performance of your contact center and reps, install prebuilt reports and dashboards for Agentforce Service (formerly Service Cloud). You can copy, modify, and delete them, if needed.
- Create Custom Report Types for Omni-Channel
Use out-of-the-box report types to join agent work with the objects most commonly used with Omni-Channel. Make custom reports on such data as workload by case type, active time by channel type, and so on.
