Service Manager dashboard

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

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

Important:

Navigating to Customer Service Overview to display the Service Manager dashboard may result in an error. Users with the admin role can update the link for the Overview module using the following steps:

1. Select the Edit Module icon on the Overview module.
2. Select the Link Type tab on the Overview Module record.
3. Replace the link in the Arguments field with the following text:

   now/platform-analytics-workspace/dashboards/params/edit/false/tab-sys-id/cfd42b49713354023ee53ca6498cb5d7/sys-id/06e36279f3d8b8349c285a79155206f8

4. Select Update.

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

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	Displays the number of cases by SLA stage.
Open Cases By Priority	Donut	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	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	Displays the number of open cases for each product.