---
schema_version: "1"
id: 04d9d0eda21be1588c87bf61d393e3de5bc3d913a01d0425faeeac41fb77af6a
title: Einstein for Service Overview
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/service_intel_service_ai_adoption_overview_tab.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.service_intel_service_ai_adoption_overview_tab.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 600faf988ef7e391a08738fc579893b9bce7361a72c0cc7e9c883e2b106de0aa
description: Monitor the adoption of Einstein for Service and its impact on key efficiency indicators such as average handle time (AHT). Evaluate service quality through response quality trends and overall ESAT (ESAT) score. For example, a service manager can identify the teams with low adoption or high AHT. Implement targeted interventions, such as updating the prompt or updating knowledge articles, to improve response quality and ultimately enhance customer satisfaction.
products:
  - Service Cloud
  - Service Intelligence
release: "264"
---
# Einstein for Service Overview

Monitor the adoption of Einstein for Service and its impact on key efficiency indicators such as average handle time (AHT). Evaluate service quality through response quality trends and overall ESAT (ESAT) score. For example, a service manager can identify the teams with low adoption or high AHT. Implement targeted interventions, such as updating the prompt or updating knowledge articles, to improve response quality and ultimately enhance customer satisfaction.

### 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> and <strong>Unlimited</strong>&nbsp;with Agentforce 1 Service Editions</td></tr></tbody></table>

Learn about the key metrics on the Overview tab.

 
| Metric | DESCRIPTION |
| --- | --- |
| Overall Usage | Shows the total number of cases where agents used the selected AI product. Use this metric to understand the volume of platform adoption. |
| As-is Usage | Shows the percentage of AI recommendations used without making any edits. Use this metric to evaluate the accuracy and quality of the AI model. |
| Overall AHT | Shows the average handle time for all service cases within the selected period. Use this metric to track key efficiency metrics across the service center. |
| Overall ESAT | Shows the employee satisfaction score calculated from direct agent feedback (thumbs up or down). Use this metric to measure the quality and effectiveness of AI-driven services. |
| Usage Distribution | Shows the ratio of AI-generated responses versus human-modified responses. Use this metric to identify how heavily agents rely on AI assistance. |
| Usage Trend | Shows the adoption rate of AI-generated content versus human-modified content over time. Use this metric to monitor growth or decline in AI utilization. |
| Response Quality | Shows the breakdown of responses sent as-is, modified, or overwritten. Use this metric to monitor the AI meets high-quality standards. |
| Response Quality Trend | Shows the performance of response quality over time. Use this metric to observe improvements or deterioration in the accuracy of AI suggestions. |
| CSR Group Adapters | Shows the agents or groups with the highest AI usage. Use this metric to recognize internal experts and early adopters. |
| CSR Group Adoption Trend | Shows the rate at which different agent groups adopt Einstein for Service over time. Use this metric to guide targeted roll out strategies. |

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png)

Note The dashboard shows data up to the previous day in UTC.