This Tableau Accelerator allows you to:

* **Assess & Improve the level of service of your Service Desk: overall and by agent group**
* **Focus your efforts on highest priority cases, or oldest cases**
* **Better serve users**
* **Adapt your resource allocation to peak periods**
* **Audit your ability to increase your level of service over time**

[Demo video](https://youtu.be/fcDD5c3FLRE)

### Answer key business questions

* Which cases are currently open?
* How effective have we been in closing cases?
* What is the performance of our agent groups?
* What types of cases are created most often?
* Who handles the most cases?
* How long does it take to close cases?
* How many users are we servicing?

### Monitor and improve KPIs

#### *Cases*

* **Created Cases**: Number of cases that were created over the period
* **Open Cases**: Number of cases which are currently open
* **Closed Cases**: Number of cases that were closed over the period

#### *Users*

* **Users**: Number of users who created at least one case
* **Created Cases per User**: Average number of cases created by user

#### *Agents*

* **Closed Cases per Agent**: Average number of cases closed per agent
* **Agents**: Number of agents who have been closing at least one case over the period

#### *Time*

* **Open Cases Duration Time**: Average time since cases are open (for currently open cases only)
* **Resolution Duration**: Average time it takes to close a case (expressed in min)

### Required attributes

* **Case #** *(string)*: Case Unique Identifier
* **Case Description** *(string)*: Description of the Case
* **Open Date** *(datetime)*: Case Open Date-Time
* **Close Date** *(datetime)*: Case Close Date-Time
* **Case Category** *(string)*: Case Category
* **Case Priority** *(string)*: Case Priority ← expected values: “High”, “Medium”, “Low”
* **User** *(string)*: Who opened the case
* **Case Status** *(string)*: Case Status ← expected values: “Open”, “Closed”
* **Agent** *(string)*: Agent Working on the case
* **Agent Group** *(string)*: Group of the Agent

Salesforce Service Cloud - Service Desk

Assess & Improve the level of service of your Service Desk: overall and by agent group