Embedded Dashboards

The Customer Lifecycle Analytics app includes dashboards and scorecards that you can embed in Lightning Experience pages. These dashboards provide detailed insights into your customer satisfaction and loyalty. Salesforce admins embed these dashboards in specific Salesforce pages.

Required Editions

Available for an additional cost in: Enterprise, Unlimited, and Developer editions where Salesforce Surveys is enabled

Here’s some general information about the dashboards and the questions they answer.

Single Customer’s Net Promoter Score Lifecycle

Analyze the customer lifecycle experience based on the Net Promoter Score (NPS) given by a customer. The dashboard’s charts answer these questions:

Which stage of the customer’s lifecycle needs attention?
What’s the average score across the stages of the customer lifecycle?
What’s the latest NPS?

Single Customer’s Customer Satisfaction Rating Lifecycle

Analyze the customer lifecycle experience based on the Customer Satisfaction Rating (CSAT) given by a customer. The dashboard’s charts answer these questions:

Which stage of the customer’s lifecycle needs attention?
What’s the average rating across the stages of the customer lifecycle?
What’s the latest CSAT rating?

Customer NPS Lifecycle

Gain insight into your customer lifecycle experience based on the NPS scores given by multiple customers. The dashboard’s charts answer these questions:

Which stage of the customer’s lifecycle can be improved?
What’s the NPS for the lifecycle?
How many customers responded to the survey?
What’s the total customer base?
How many responses did we get?
What’s the NPS across engagement channels and stages of the lifecycle?

Customer CSAT Lifecycle

Gain insight into your customer lifecycle experience based on the CSAT rating given by multiple customers. The dashboard’s charts answer these questions:

What’s the average CSAT rating?
How many responses did we get?
Which stage of the customer’s lifecycle can be improved?
What’s the CSAT rating across engagement channels and stages of the lifecycle?

Embedded Scorecards

Use the scorecards to get a quick view of how various key metrics perform.

Embedded Scorecards
Scorecard	Description
Case Customer Satisfaction	The scorecard answers these questions: What’s the latest CSAT rating for the case? What’s the average of all the ratings?
Contact Customer Satisfaction	The scorecard answers these questions: What’s the latest CSAT rating of the contact? What’s the average of all the ratings?
Person Account Customer Satisfaction	The scorecard answers these questions: What’s the latest CSAT rating of the person account? What’s the average of all the ratings?
User Customer Satisfaction	The scorecard answers these questions: What’s the latest CSAT rating of the user? What’s the average of all the ratings?
Contact NPS	The scorecard answers these questions: What’s the latest NPS of the contact? What’s the overall NPS?
Person Account NPS	The scorecard answers these questions: What’s the latest NPS of the person account? What’s the overall NPS?
Account NPS	The scorecard answers these questions: What’s the latest NPS of the account? What’s the overall NPS?
User NPS	The scorecard answers these questions: What’s the latest NPS of the user? What’s the overall NPS?
Sentiment Analysis Card	The scorecard answers these questions: What's the customer’s latest sentiment for the company? What's the sentiment trend for the different engagement channels? What are the topics that create negative sentiment?
Topic Sentiment Card	The scorecard answers these questions: What’s the sentiment trend for the different topics? Which topic needs immediate attention?