Salesforce Service Cloud - Service Desk | Tableau Exchange

Salesforce Service Cloud - Service Desk

by Tableau


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

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


  • 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: Number of users who created at least one case
  • Created Cases per User: Average number of cases created by user


  • 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


  • 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


Connects to Salesforce


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