Salesforce Service Analytics - Salesforce.com

Analytics are the key to any successful business strategy. They provide valuable insight and metrics that can be leveraged to enhance business operations. That’s why Service Cloud offers service analytics. 

Analytics typically fall into three categories: things that are exceeding expectations, things that are performing as expected, and things that need improvement. With the fast-paced and ever-evolving nature of business, a single metric may change from exceeding expectations to needs improvement in a single day. 

To help businesses keep track of analytics, Salesforce Service Cloud features a powerful analytics solution with a streamlined dashboard to see everything in one place. This guide will take a deep dive into Salesforce Analytics and help you determine whether it’s the right option for your business. 

What is Service Analytics?

Salesforce’s Service Analytics solution is a part of its Service Cloud offering. Salesforce Service Cloud is a powerful customer support and service solution designed to help businesses provide exceptional customer service. Service Cloud is a CRM platform made up of several solutions, including Analytics, that enable businesses to build the software stack that’s best for their customer service and support strategy. 

As a part of Service Cloud, Analytics offers detailed analysis at-a-glance via Service Analytics dashboards. Users can view the most important key performance indicators (KPIs) in one place. Moreover, each metric features more detailed data at the click of a button. However, the real advantage to Service Analytics is how it’s used in the hands of your customer service and support teams. 

Speed is the name of the game here. By delivering the right information to agents and managers right when they need it, Service Analytics helps to both reduce the time spent searching for answers and increase case resolution speed.

Benefits of Service Analytics

Service Analytics is a great tool for businesses looking to maximize their customer service and support operation by making it more efficient and leveraging the power of data. However, if you’re considering implementing Salesforce Service Cloud Analytics, it’s essential to understand the full scope of benefits that the solution can offer. To help you make an informed decision, here’s a breakdown of the benefits of Service Analytics. 

Keep an Eye on KPIs

Is your business on the path of sustained success, or are you simply treading water? Salesforce Service Analytics can help you answer this question with the support of hard data, trends, and metrics. 

However, Service Analytics isn’t just a passive solution. It’s a solution that constantly tracks your business data enabling Service Analytics to identify issues and trends. Product issues and customer issues are tracked and viewable within the Service Analytics dashboard. 

Service Analytics also generates churn risk metrics with predictive insight and helps agents provide personalized service powered by predictive customer satisfaction (CSAT) scores. In short, Service Analytics eliminates the need to hire analysts or spend hours pouring over the details to track data trends. All critical KPI data is delivered right to your device.

Case Resolution Simplified

Customers value and expect efficient, streamlined service and support. Unfortunately, several internal obstacles can make it difficult for businesses to deliver. This includes organization issues, insufficient staffing, and more. Service Analytics makes it simple for both managers and agents to take action when helping customers, dramatically reducing time wasted. 

Using the Customer Context Sidebar and Similar Cases Sidebar, agents can access a customer profile overview to deliver exceptional personalized service and review historically similar cases to help determine the best solution and case resolution time frame. 

A Single, Centralized Agent Workspace

Organization is the key to success. When agents and managers have a single centralized workspace, they can get work done more efficiently. Implementing the Salesforce Service Cloud Analytics solution means utilizing a single robust, comprehensive platform to support a customer service organization’s essential functions. 

Better yet, agents and managers can open and manage cases, manage tasks, update records, and work together all within the Service Analytics platform. Without shifting between multiple platforms, teams save valuable time and energy while still managing to provide top-notch service. 

Customers also stand to benefit from the adoption of Service Analytics. Not only will customers see faster case resolution times, but they’ll also see an improvement in the effectiveness of the solution. Service Analytics’ Agent Workspace enables agents to diagnose service issues quickly, collaborate to find a solution, and update records for use in future cases within a single platform.

Get Analytics Delivered to Your Screen

Speaking of Service Analytics’ Agent Workspace, the right tool must have all the right features. Now, you can embed relevant analytic data right into the Workspace dashboard. Empowering agents with data helps them make faster, more informed decisions in the case resolution process. 

Get started by using one of the prebuilt Workplace dashboards. Your CRM data will automatically populate the dashboard once it’s in use.  For service managers, dashboards with data including backlogs, case volumes, agent productivity, and chatbot performance make it easy to assess the entire organization at a glance.

Key Takeaways

As customer satisfaction plays such an important role in a business’s success, a tool like service analytics is essential. That said, finding the right CRM software solution can be challenging, as there are many options available. Additionally, your business needs a customized solution to help support your customer service teams. Luckily, Forcivity can help you make the right decision. Get in touch today to learn more about how we can help you build your Salesforce software stack

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Molly McGee