SMS Usage Statistics in Service Cloud

The feature has the below capabilities.

  • The Key Performance Metrics of SMS from Oracle Responsys will be displayed in the Usage Statistics tab.
  • The failure statistics of SMS will be displayed in the Usage Statistics tab.
  • Ability to choose the duration to view the Usage Statistics.

KPMs and failure statistics of SMS

KPMs and failure statistics of SMS

Business Value:

  • Operational Insights: The admins now can view the KPMs of SMS such as number of sent SMS, delivered, and delivered rate.
  • Ease of Use: The admins can now view the failure statistics such as number of skipped and bounced SMS enabling them to reach out to Responsys admin.

Steps to Enable

You don't need to do anything to enable this feature.

Tips And Considerations

This feature does NOT require a CX upgrade to 25B. This enhancement is available in the BUI MAY II release, available on non-production sites on May 1, 2025 and on production sites on May 15, 2025.