An enabling technology Client Improves Operational Efficiency with insights on Case Management and Agent Performance by leveraging Einstein Analytics for Service Cloud

 

About the Client

Client provides enabling technologies for industrial markets. Their products include digital imaging sensors, instrumentation for marine and environmental applications, aircraft information management systems, and defense electronics and satellite communication.  

Solution

Configured Dataflows, Datasets, and Lenses with Einstein Analytics to generate dashboards from Service Cloud to provide snapshots and case metrics.

Agent activity map was created to provide data visualization of agent performance based on email activity and
case updates.

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Benefits

  • Einstein Analytics dashboards for Service Cloud helped to automate case metric analysis which resulted in significant man-hour savings
  • 25% increase in productivity of agents due to better activity tracking and optimization of case load

Salesforce: CRM Analytics, Service Cloud

Technologies:  SAQL, Phython

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