Today’s service organizations are sitting on more customer data than ever, yet they remain trapped in a manual, reactive cycle.
Frontline service representatives are often forced to operate blindly without unified visibility into what is causing repeated issues. When coordinating with other teams to resolve a complex case, they lose critical context while constantly hopping between the Agentforce Service Console, Slack, and email.
Without trusted, real-time insights at their fingertips, reps are often driven to deliver generic, “canned” answers, which can frustrate customers, delay resolution, and contribute to frontline burnout.
At the same time, service leaders are fully accountable for operational outcomes but lack the tools to proactively improve them. Because customer data is fragmented across separate, disconnected systems, leaders are forced to react to issues after the damage has already been done — such as a sudden drop in Customer Satisfaction (CSAT) or a spike in costs — rather than identifying emerging trends early enough to minimize their impact.
When a leader needs a new report or visualization, they hit a traditional IT bottleneck: it can take months for IT teams to build the custom analytics their department needs.
Purpose-built agentic analytics for Agentforce Service
Service teams don’t need another application to log into to get insights — they need answers in the flow of their work.
Like Tableau Next Apps for Salesforce, Service Insights is a pre-built agentic analytics application that brings purpose-built, data-driven insights directly into the Agentforce Service Console.
Grounded in your Salesforce Service data, Service Insights delivers a unified, trusted view of your contact center’s performance. By embedding intelligence where your team already lives, it eliminates context-switching, accelerates resolutions, and turns everyday service data into immediate next best actions.
Rather than forcing you to start from a blank canvas or generic BI templates, you get ready-to-use analytics, built from Salesforce’s decades of industry-leading service practices to measure the metrics that actually move the needle for your business. Let’s look at what’s included.
Cases & CSAT
See how your team is resolving cases and how customers feel about the experience, side by side — total cases, open and closed cases, escalations, first-contact resolution, average time to close, and CSAT trends across channels and priorities.
Cases & CSAT provides insights and the ability to explore: total cases, open cases, total cases closed, escalated cases, average time to close, average time to first close, average CSAT, case volume by case origin, case volume trendline, first contact resolution percentage by case origin, first contact resolution percentage trendline, case escalations by case origin, case escalations trendline, average cost by case origin, average cost trendline, costly contact reasons, average time to close by service reps, FCR by service reps, CSAT trendline, CSAT by origin, CSAT by priority, cases table.
Omnichannel
Track work across every channel to balance capacity and keep service levels on target — total, accepted, and declined work items, average handle time, wait time, routing effectiveness, utilization, and cost to serve, broken down by channel and by service rep.
Omnichannel provides insights and the ability to explore: total work items, accepted work items, declined work items, average handle time, average wait time, cost to serve, work volume by channel, work volume by status, routing effectiveness, cost by channel, average handle time by channel, average wait time by channel, work volume by service reps, presence status by service reps, average handle time by service reps, average wait time by service reps, and utilization by service reps.
Knowledge Engagement
Understand how your knowledge articles help resolve customer issues faster — including a look at article views, engagements, engaged articles, case attachment rate, cases closed with and without knowledge articles, and average handle-time savings.
Knowledge Engagement provides insights and the ability to drill down into: total article views, total unique users, total engagements, engaged articles, cases closed without knowledge articles, cases closed with knowledge articles, average handle time savings, case attachment rate, cases with knowledge article interactions, average handle time, engagements and attachments trendline, engagements by category, engagements by user type, engagements by context, plus tables of knowledge articles and knowledge base users.
My Service Performance
Give supervisors and reps a clear, personal view of individual and team performance across both cases and omnichannel work — from open, closed, and escalated cases to work items, handle time, and utilization.
My Service Performance provides insights into: total cases, open cases, total cases closed, escalated cases, first time resolution percentage, average time to first close, average time to close, total work items, accepted work items, declined work items, average speed to answer, average wait time, average handle time, case by channel and priority, time to close by channel and priority, presence status duration, max omni utilization, and average handle time by channel.
Service Rep Assistant
Measure the impact of Service Rep Assistant on your team — average handle time on cases with and without plans, plan usage and completion, plan feedback, and the Agentforce topics plans are based on. Note: This dashboard can be installed only if you have the Agentforce 1 Edition or Agentforce for Service add-on SKU.
Service Rep Assistant provides insights into: AHT on cases with plans, AHT on cases without plans, cases with plans, cases without plans, completed plans, steps completed within a plan, feedback on plans (thumbs up/down), and Agentforce topics that plans were based on.
Turning insights into action in the flow of work
Most analytics tools force your team to play a constant game of context-switching, jumping between your service desk and a separate BI platform just to find an answer. But great metrics shouldn’t live trapped inside a standalone dashboard. By weaving analytics seamlessly into your daily workflow, Service Insights transforms everyday service data into immediate, actionable steps for your entire team.
Embedded directly in your CRM. Service Insights is built natively into Salesforce, so performance data isn’t locked away in a separate BI tool. Key metrics, predictive cards, and custom visuals can be embedded directly onto Salesforce record pages, giving frontline reps and supervisors immediate, actionable context in their daily workflow.
Headless analytics anywhere you work. For teams operating beyond the Salesforce console, Tableau Next brings true headless analytics to your broader ecosystem. Insights, natural language queries, and proactive alerts can be surfaced seamlessly across third-party tools — including Slack, Microsoft Teams, custom data apps, or external AI agents via MCP.
Ask questions in natural language. Users can turn to the conversational experience to ask questions about their data in plain language — no report-building required. The app is AI-ready out of the box, with business preferences and verified questions that make those conversations more accurate and more trusted.
Stay ahead with proactive alerts. Users can create alerts to proactively track the scenarios that matter — a spike in cases, a rise in average handle time, and more — so they hear about a problem while there’s still time to act on it.
And because it all runs on Tableau Next and honors your security model, people see exactly the data they should — one consistent version of the truth.
Customize to make it your own
Service Insights works out of the box, but you’re not locked into what ships by default. You can customize the app by editing the extended Service Insights semantic model to add your own metrics alongside the prebuilt ones.
Best of all, your work is protected across upgrades: metrics you create in the extended semantic model aren’t overwritten when you upgrade. You continue to get the latest changes from Salesforce, while your customizations are preserved.
How to get started
Getting up and running takes just a few steps:
- Check the prerequisites. Make sure you’re on a supported edition with Data 360 enabled.
- Open Setup and search for Service Insights in the Quick Find box.
- Install the app and complete the prerequisites, including Data 360 and the required admin permission set. Note: there is no license cost for the app itself, as it’s out-of-the-box with supported editions. Additionally, Data 360 queries used to install and run the app do not consume Data 360 credits.
- Finish the post-install steps. Assign the Tableau Einstein Included App Business User permission set to your users.
- Open Service Insights from the App Launcher and start exploring the prebuilt dashboards.
To learn more, explore Service Insights in Salesforce Help and see what’s possible with Tableau Next.