Salesforce Metric
Support
Case Resolution Time = Sum of (Case ClosedDate - Case CreatedDate) / Number of Closed Cases
Case Resolution Time measures the elapsed time between when a Salesforce case is created and when its Status moves to Closed. Computed from the CreatedDate and ClosedDate fields on the Case object, it shows how quickly Service Cloud agents move a customer issue from open to resolved. It is usually reported as a mean or median across cases, and can be segmented by case Origin, Priority, queue or owner.
Full guide: definition, formula, and benchmarksSalesforceSupportCase Resolution Time
Case Resolution Time measures the elapsed time between when a Salesforce case is created and when its Status moves to Closed. Computed from the CreatedDate and ClosedDate fields on the Case object, it shows how quickly Service Cloud agents move a customer issue from open to resolved. It is usually reported as a mean or median across cases, and can be segmented by case Origin, Priority, queue or owner.
How to calculate case resolution time
Why case resolution time matters for Salesforce users
Resolution time is one of the clearest signals of support health in Salesforce. Cases that sit open for days erode customer trust, raise the chance of escalation and put SLA and entitlement targets at risk, so a rising trend gives service leaders an early warning before churn shows up elsewhere.
Tracking it by Priority, Origin and owner turns a single number into a diagnosis. It tells you whether high priority cases are being handled fast enough, whether a particular channel or queue is slow, and where extra staffing or better routing would do the most to lift the whole team.
Understand and act on case resolution time with KPI Tree
Sync your Salesforce Case object, including CreatedDate, ClosedDate, Status, Priority and Origin, into your warehouse and compute Case Resolution Time in KPI Tree. Place it in a metric tree alongside average resolution time and account health score so you can see how faster resolution flows through to retention and overall service quality.
Assign RACI ownership to the support or service operations lead, with agents accountable for the queues they own, and set a weekly review cadence in KPI Tree to catch slippage early. Segment the review by Priority and queue so the team acts on the specific cases that are dragging the average up rather than the headline figure alone.
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Related Salesforce metrics
Average Resolution Time
CRMMetric Definition
Case Resolution Time = Average(Case Close Date - Case Created Date)
Case resolution time measures the average elapsed time from case creation to case closure in Salesforce Service Cloud. It evaluates support team efficiency and customer experience by tracking how quickly issues are addressed, segmented by case priority, type, product, and support agent.
Account Health Score
CRMMetric Definition
Account health score is a composite metric that evaluates the overall strength of a customer relationship using Salesforce data. It combines activity recency, opportunity pipeline status, support ticket trends, product adoption signals, and engagement frequency to produce a single score indicating whether an account is thriving, stable, or at risk.
Customer Churn Prediction
CRMMetric Definition
Customer churn prediction uses Salesforce activity, support case, engagement, and renewal data to calculate a probability score indicating how likely each customer is to churn. It combines declining engagement frequency, increasing support escalations, contract approaching renewal without expansion signals, and reduced product usage into a composite risk score.
Activity Volume per Rep
CRMMetric Definition
Activity Volume per Rep = Total Logged Activities / Number of Active Reps
Activity volume per rep measures the total number of logged activities (calls, emails, meetings, tasks) per sales representative in Salesforce over a defined period. It quantifies the effort each rep invests in customer-facing and pipeline-building activities and serves as a baseline for evaluating activity efficiency.
Explore case resolution time across integrations
All Salesforce metrics
Account Health ScoreActivity Volume per RepMarketing ROIAverage Resolution TimeContact Conversion RateCustomer Acquisition CostCustomer Lifetime ValueDashboard Adoption RateDeal Stage ProgressionForecast AccuracyLead Conversion RateLead Response TimeLead Scoring EffectivenessOpportunity AgingWin RatePipeline Coverage RatioSales Pipeline VelocityQuota AttainmentReport Usage AnalysisRevenue by Product LineSales Cycle LengthSales Rep Performance AnalysisTerritory Performance AnalysisUser Adoption RateWin/Loss AnalysisContract Value AnalysisCustomer Churn PredictionCustomer Renewal RateDeal Stage Conversion AnalysisDeal VelocityEmail Engagement AnalysisLead Source AttributionMarketing Qualified Lead RatePipeline ValueSales Velocity AnalysisUpsell Cross-sell AnalysisAccount Growth RateActivity Based AnalysisAverage Deal SizeCampaign Attribution AnalysisCampaign ROIChurn Risk AnalysisContact Engagement ScoreCustomer Segmentation AnalysisLead Source AnalysisMonthly Recurring RevenueOpportunity Stage AnalysisPipeline VelocityProduct Performance AnalysisQuote To Close RateSales Funnel AnalysisSales Pipeline ValueSales Rep Quota AttainmentEmpower your team to understand and act on Salesforce data
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