Service Intelligence Einstein Case Management Dashboard (Beta)

As a support rep, you can use this dashboard to get near real-time insights that help you quickly identify and prioritize cases based on urgency, status, customer effort score, and service level agreement (SLA) targets. If the Flag to Supervisor flow is set up by your admin, you can instantly alert supervisors about case developments.

Required Editions

View supported editions.

Note Einstein Case Management is a pilot or beta service that’s subject to the Beta Services Terms at Agreements - Salesforce.com or a written Unified Pilot Agreement if executed by Customer, and applicable terms in the Product Terms Directory. Use of this pilot or beta service is at the Customer's sole discretion.

From Service Intelligence dashboards, you can see near-real time case metrics by clicking the Open Analytics Studio icon, and in Analytics Home, search for Einstein Case Management.

Use filters to sort by cases assigned to me, escalated cases, service level agreement (SLA) risks, SLA breached, customer effort score, time to SLA, and so on.

Shows the various parts of the dashboard, including filters, tabs, charts and tables.

Einstein Case Management KPI	CALCULATION
SLA Risks	Total number of cases at risk of missing SLA targets, grouped by status.
SLA Breached	Total number of cases that have missed SLA targets, grouped by status.
Customer Effort Score	Measures customer effort per case, influencing satisfaction. The Customer Effort Score ranges from 1 to 100, with 100 indicating the highest effort. The total of these factors calculates it, with each given an equal weight of 20: speed of initial response, number of support rep interactions, email response time, whether the issue was escalated, and the number of knowledge articles viewed by the customer.
Time to SLA	Hours until a case meets or exceeds its SLA target.