Category: dashboard

Salesforce Service Cloud – Contact Center Reports

As a call center manager, it is very important to monitor team’s case performances targets, train new support agents, analyze team’s open case performance and etc. There are multiple matrices which a call center manager normally monitor to improve contact center’s performance. Call center manager can use Salesforce reports to monitor critical support metrics such as -Total open cases by agentsTotal cases created by agents and statusTotal cases created by agents and productsTotal average age by agentTotal closed cases by agentLet’s start with few important reports here -Agent Open Case Load by Origin/Type:This report will help call center manager to determine his/her team’s bandwidth/workload. The report will be grouped based on Agent and Case Origin/Type(based on your business operation). From here call center manager can easily get real time view of his/her team’s current work pressure. Here comes the report -Average Age of Open Case:Another very important report to understand your team’s performance – how long your agents are taking to serving customers and thus meeting the service-level agreements (SLAs). To create this report, you can customize the out-of-the-box report “Total Open Cases By Agent” and then summarize the Age column (Summarize by Average). Below is how the report will look like -Average Age of Closed Case by Agent:Call center managers can use this report to monitor their agent’s productivity in terms of how quickly agents are closing the cases....

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Book Review – β€œSalesforce Reporting and Dashboards” by Johan Yu

Recently I was reading the book – “Salesforce Reporting and Dashboards” by Johan Yu. Johan is a very familiar face within Salesforce community. You can always reach Johan @simplysfdc, Linkedin and last but not the least his blog SimpleSFDC. I am a big fan of his blog.The book – “Salesforce Reporting and Dashboards” contains a good selection of guides for solving reporting requirements. It started very well, I mean starting from very basic and then slowly moving towards more and more complex reporting requirements. When I started reading this book, I thought what makes this book different from Salesforce’s Trailhead session on reporting – Reports & Dashboards. And here is what I feel. When Trailhead session is good to make you comfortable with Salesforce’s Reporting concept, but still there are so many complex scenarios which you need to handle in your day to day work. And this book is definitely an answer to those complex scenarios. This book will make sure that you can call yourself a “Reporting and Dashboard Expert” once you have gone through the entire book. Yes you hear it correctly – It’s “Reporting and Dashboard Expert”.I have experienced some difficulties during my career as Salesforce Administrator/Developer to provide solutions to some of my client’s reporting requirements. So when I was going through this book, I realized this book contains some effective remedies to many common problems. The...

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“The Power of One” in Salesforce Formula Field

Most administrators think formula field is a way to do calculation in the pages such as finding out the final price after deduction, calculate date operation etc. But in Salesforce, formula field can be utilised to do more powerful stuffs. In today’s post, I will explain the “The Power of One” in Salesforce Formula Field.Business Case -Company “Universal Bank” is using Salesforce’s out of the box contact and activity standard object to track the each contact’s activities. Now a contact can have multiple activities. So the requirement is to run a report which will tell the total number of distinct contacts having some activities. Implementation -Now if you run a report, you will get something like this below -Now if you see the report is showing grand total as 12 as we have many contacts having more than one activities. But our requirement is to show total number of distinct contacts having some activities.And here comes “The Power of One”. This will help us to achieve our requirement. First we need to create a formula field in Contact object as shown below -Point to be noted – the value of the formula is field is 1 and that is why the name is “The Power of One”. Cool.Now add this field in the report and do Summarize by this field using Sum option. Picture is shown below.One done, save and run...

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Types of Chart for Dashboard in Salesforce

Salesforce reports are a great way to view and analyse data. If you’re new to Salesforce reports check out our Introduction to Salesforce Reports. Salesforce dashboards and charts are a helpful visual representation of your reports. Since dashboards and charts are much faster to look at and understand than reading a report they come in handy.TYPES OF SALESFORCE CHARTSThere are a few different ways that you can summarise data with Salesforce charts. Depending on the type of data you have there are a few different charts you can use.Vertical and Horizontal Bar Chart (Use horizontal bar chart to compare more groups than vertical)Line Chart (best for showing data over time)Pie / Donut Chart (Both are used to compare a group of data to the total. Donut Charts show the total in the middle)Funnel Chart (best for sales opportunities)Scatter Chart (Helps to visualise the correlation between values on a...

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Admin Notes — User Permissions involved in Reports and Dashboards

Permission Required for Reports and Dashboards            –              To run reports  –  “Run Reports” User Permission is required.To schedule reports  – “Schedule Reports” User Permission is required.To Create, Edit, and Delete Reports –   “Create and Customize Reports” + “Report Builder” User Permission is required.To create Custom Report Types – “Manage Custom Report Types” User Permission is required.To create and schedule snapshot – “Manage Reporting Snapshots” User Permission is...

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