Step-by-Step Guide: Configuring Support Dashboards in Sage CRM

2 minute read time.

Support dashboards in Sage CRM provide a centralized view of your customer service operations, helping your team track key metrics, manage cases efficiently, and deliver exceptional customer experiences. In this step-by-step guide, we’ll walk you through configuring support dashboards in Sage CRM to maximize productivity and visibility.


Step 1: Understand the Purpose of Support Dashboards

Before you start building dashboards, take a moment to define your goals. A well-designed support dashboard should:

  • Monitor key performance indicators (KPIs), such as response times and case resolution rates.

  • Display real-time data to help your team prioritize tasks.

  • Provide insights into customer service trends and team performance.

Explore the benefits of Sage CRM dashboards.


Step 2: Access the Dashboard Configuration Area

To begin configuring support dashboards in Sage CRM:

  1. Log in to your Sage CRM account.

  2. Navigate to the My CRM or Team CRM tab, depending on whether you’re creating a personal or shared dashboard.

  3. Click on the Dashboard option in the navigation menu.

  4. Select Create New Dashboard to start building your custom view.


Step 3: Add Dashboard Gadgets

Sage CRM dashboards are made up of gadgets, which are widgets that display specific data. Follow these steps to add gadgets to your dashboard:

  1. Click the Add Gadget button.

  2. Choose a gadget type based on your needs, such as:

    • List Gadget: Displays a list of cases, customers, or tasks.

    • Chart Gadget: Visualizes data with bar graphs, pie charts, or line charts.

    • Web Gadget: Embeds external web content, such as customer feedback tools.

  3. Configure the gadget by selecting a data source (e.g., customer service cases) and applying filters (e.g., open cases or cases assigned to a specific team member).

  4. Save your gadget and position it on the dashboard.

Learn more about Sage CRM gadgets.


Step 4: Customize Your Dashboard Layout

A clear and organized layout enhances usability. Use these tips to customize your dashboard:

  • Arrange Gadgets Logically: Place high-priority gadgets, such as open case lists or urgent tickets, at the top.

  • Resize Gadgets: Adjust the size of each gadget to balance the dashboard visually.

  • Group Related Gadgets: Keep similar metrics together, such as response time charts and case volume trends.


Step 5: Set Up Filters for Real-Time Insights

Filters allow users to view specific subsets of data quickly. For support dashboards, consider adding filters for:

  • Case Status: Open, closed, or pending cases.

  • Priority Levels: High, medium, or low-priority tickets.

  • Assigned Users: Cases assigned to individual team members.

Filters can be added when configuring gadgets or as standalone options on the dashboard.


Step 6: Share the Dashboard with Your Team

Once your dashboard is ready, share it with your team to improve collaboration:

  1. Click the Dashboard Settings icon.

  2. Choose Share Dashboard and select the users or teams you want to grant access.

  3. Assign appropriate permissions, such as view-only or edit access.


Step 7: Monitor and Optimize Your Dashboard

Dashboards are most effective when regularly reviewed and updated. Encourage your team to:

  • Provide feedback on the dashboard’s layout and content.

  • Suggest additional metrics or gadgets that would improve visibility.

  • Review dashboard performance to ensure it aligns with business goals.

Read more about optimizing Sage CRM dashboards.


Conclusion

Configuring support dashboards in Sage CRM empowers your team with real-time data and actionable insights to deliver outstanding customer service. By following this step-by-step guide, you can create a dashboard that enhances efficiency, monitors key metrics, and drives customer satisfaction.

Ready to start building your dashboard? Contact us for expert guidance or additional training.