Service Manager dashboard

  • Release version: Washingtondc
  • Updated July 30, 2024
  • 1 minute to read

    • Use the Service Manager dashboard to track and analyze customer service case data.

    To view the Service Manager dashboard, navigate to Customer Service > Overview.

    The Service Manager dashboard displays four case-related reports, which are created using the Reports application. You can drill down into these reports for more information about the related cases.

    Figure 1. Service Manager dashboard
    Service Manager dashboard displaying four case-related reports and their pie chart representations to track and analyze customer service case data. For the text description, refer to the Reports section.

    End users and roles

    Table 1. Dashboard access by role
    End user and goal Required role
    Customer service manager: Track status of cases and customer satisfaction. sn_customerservice_manager
    Customer service agent: Track status of cases and customer satisfaction. sn_customerservice_agent
    System administrator: Can edit the dashboard. admin

    Reports

    Table 2. Dashboard report types
    Title Type Description
    Cases by SLA stage Pie Chart

    Pie report icon.

    		 Displays the number of cases by SLA stage.
    Open Cases By Priority Donut

    Donut report icon.

    		 Displays the number of open cases by priority.
    • Click a priority to show the case list.
    • Click a case from the list to view details.
    Customer Satisfaction Gauge

    Dial report icon.

    		 Displays the results of the customer satisfaction survey that a customer is asked to take after a case is closed.
    Open Cases By Product Semi-Donut

    Donut report icon.

    		 Displays the number of open cases for each product.