---
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title: Service AI and Adoption Analytics Dashboards
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/service_intel_use_service_ai_and_adoption_analytics_dashboards.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.service_intel_use_service_ai_and_adoption_analytics_dashboards.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: c23bbbd39425593edb0a1d1001f3d57693f46e7faba4f66dac96d1e98aa36e6d
description: Gain unified analytics and correlate AI usage directly with critical operational and experience metrics. Track AI adoption and quality. For example, track response modification rates and their business impact on KPIs such as average handle time (AHT) and overall ESAT score. Use these insights to coach service reps and identify top adopters.
products:
  - Service Cloud
  - Service Intelligence
release: "264"
---
# Service AI and Adoption Analytics Dashboards

Gain unified analytics and correlate AI usage directly with critical operational and experience metrics. Track AI adoption and quality. For example, track response modification rates and their business impact on KPIs such as average handle time (AHT) and overall ESAT score. Use these insights to coach service reps and identify top adopters.

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

- **[Einstein for Service Overview](https://help.salesforce.com/s/articleView?id=service.service_intel_service_ai_adoption_overview_tab.htm&release=264.0.0&type=5)**  
    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.
- **[KPIs Tab](https://help.salesforce.com/s/articleView?id=service.service_intel_service_ai_adoption_kpi_tab.htm&release=264.0.0&type=5)**  
    Analyze the overall usage and adoption trends across all Customer Service Representative (CSR) groups to identify key areas of success and opportunity. Assess service efficiency by reviewing overall average handle time (AHT) and monitor quality by tracking the overall employee satisfaction score (ESAT) and response quality metrics. For example, a service manager can find patterns that explain fluctuations in agent efficiency and customer dissatisfaction. Filter by overall AHT, negative feedback use reasons, and AHT comparison trend to isolate reasons for extended handle times or negative feedback. Implement targeted interventions, such as coaching on complex case types or modifying the AI suggestions. These actions address the underlying issues, and also enhance customer sentiment.