---
schema_version: "1"
id: f93e5bb1f8c090e6850beac8811648d1a68b6009a42560506eb5081d1942ff17
title: Service Insights Dashboards
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/service_insights_dashboards.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.service_insights_dashboards.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 6ecb2a96ab5bcf3a1e6eda0c93c25e81c8f02b39bf32e4aa7e5f4939acef6f6c
description: Service Insights dashboards are data-driven solutions that display key contact center performance metrics.
products:
  - Service Cloud
release: "264"
---
# Service Insights Dashboards

Service Insights dashboards are data-driven solutions that display key contact center performance metrics.

### 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;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&amp;language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table>

Determine whether you're meeting your customer service goals with easy-to-understand data visualizations in the Service Insights dashboards. The combination of customer data, key performance indicators (KPIs), and artificial intelligence (AI) help your service team improve operations and reduce costs.

- **[Service Insights Cases Dashboard](https://help.salesforce.com/s/articleView?id=service.service_insights_dashboards_cases.htm&release=264.0.0&type=5)**  
    Get a comprehensive view of your service team’s caseload. Spot high-level stats, such as total escalated cases, average time to close, percentage of first contact resolution, and more.
- **[Service Insights Customer Satisfaction Dashboard](https://help.salesforce.com/s/articleView?id=service.service_insights_dashboards_cases_csat.htm&release=264.0.0&type=5)**  
    Understand your service team’s customer satisfaction scores (CSAT) by channel, and more.
- **[Omni-Channel Dashboard](https://help.salesforce.com/s/articleView?id=service.service_insights_dashboards_omnichannel.htm&release=264.0.0&type=5)**  
    Quickly identify the routing efficiency and support rep performance across Omni-Channel routing and channels. Check on work volumes, accepted or declined work, average handle times, average wait time, routing effectiveness, and more.
- **[Service Rep Dashboard](https://help.salesforce.com/s/articleView?id=service.service_insights_dashboards_service_rep.htm&release=264.0.0&type=5)**  
    Get a comprehensive view of your service team’s caseload. Spot high-level stats, such as total escalated cases, average time to close, percentage of first contact resolution, customer satisfaction scores (CSAT) by channel, and more.
- **[Knowledge Dashboard](https://help.salesforce.com/s/articleView?id=service.service_insights_dashboards_Knowledge.htm&release=264.0.0&type=5)**  
    Get a comprehensive view of your service team’s knowledge articles. Use this dashboard to understand the articles used to support case resolution, understand the ROI of knowledge articles, and improve the effectiveness of knowledge articles.
- **[My Service Performance Dashboard](https://help.salesforce.com/s/articleView?id=service.service_insights_my_performance_dashboard.htm&release=264.0.0&type=5)**  
    Reps can use this dashboard to get a comprehensive view of their caseload. Spot high-level stats, such as total escalated cases, average time to close, percentage of first contact resolution by channel, and more.