---
schema_version: "1"
id: 0b4b138bac839e07d877f6c05a24dbd65e3cd65ae3e65368b0fcc92edf9c5b6c
title: Service Intelligence Einstein Case Management Dashboard (Beta)
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/service_intelligence_dashboards_cases_einstein.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.service_intelligence_dashboards_cases_einstein.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: c77cce9cbb3fab3edf7b44106a65405d579fc1dff6ff737ee8364653a48a225f
description: 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.
products:
  - Service Cloud
release: "264"
---
# 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

<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>

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png)

Note Einstein Case Management is a pilot or beta service that’s subject to the [Beta Services Terms at Agreements](https://www.salesforce.com/company/legal/) - Salesforce.com or a written Unified Pilot Agreement if executed by Customer, and applicable terms in the [Product Terms Directory](https://ptd.salesforce.com/?_ga=2.247987783.1372150065.1709219475-629000709.1639001992). 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.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/service_intelligence/service_intell_einstein_case_mgt.png)

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
      <colgroup>
        <col style="width:50%">
        <col style="width:50%">
      </colgroup>
      <thead class="slds-text-title_caps ">
        <tr class="">
          <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d33419e88">Einstein Case Management KPI</th>
          <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d33419e91">CALCULATION</th>
        </tr>
      </thead>
      <tbody>
        <tr class="">
          <td data-label="Einstein Case Management KPI" class="slds-cell-wrap" style="vertical-align:top;" headers="d33419e88 ">SLA Risks</td>

          <td data-label="CALCULATION" class="slds-cell-wrap" style="vertical-align:top;" headers="d33419e91 ">Total number of cases at risk of missing SLA targets, grouped by status.</td>

        </tr>
        <tr class="">
          <td data-label="Einstein Case Management KPI" class="slds-cell-wrap" style="vertical-align:top;" headers="d33419e88 ">SLA Breached</td>

          <td data-label="CALCULATION" class="slds-cell-wrap" style="vertical-align:top;" headers="d33419e91 ">Total number of cases that have missed SLA targets, grouped by status.</td>

        </tr>
        <tr class="">
          <td data-label="Einstein Case Management KPI" class="slds-cell-wrap" style="vertical-align:top;" headers="d33419e88 ">Customer Effort Score</td>

          <td data-label="CALCULATION" class="slds-cell-wrap" style="vertical-align:top;" headers="d33419e91 ">
            <p>Measures customer effort per case, influencing satisfaction. </p>
            <p style="margin-bottom:0;">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.</p>
          </td>

        </tr>
        <tr class="">
          <td data-label="Einstein Case Management KPI" class="slds-cell-wrap" style="vertical-align:top;" headers="d33419e88 ">Time to SLA</td>

          <td data-label="CALCULATION" class="slds-cell-wrap" style="vertical-align:top;" headers="d33419e91 ">Hours until a case meets or exceeds its SLA target.</td>

        </tr>
      </tbody>
    </table>