Create a Case Report in Salesforce | How to report on cases in salesforce | Salesforce Reporting

Introduction

Welcome back to my channel! My name is Emily, and I often discuss all things Salesforce. In this article, we will dive into the steps for creating a case report within Salesforce, ensuring you have a solid understanding of how to navigate the reporting features effectively.

Step 1: Getting Started

To begin, we'll navigate to the homepage of Salesforce. From there, follow these steps:

1. Click on Reports: Look for the reports option on the various tabs available.
2. New Report: Click on the "New Report" button located in the top right corner.

Step 2: Selecting Report Type

Salesforce offers different report types that define the specific data you will be working with. For case reports:

1. Choose Customer Support Reports: In the list of report types, select the "Customer Support" folder.
2. Select Cases: Click on the "Cases" report type. Salesforce also provides options for cases with assets, solutions, and articles for more specific reporting needs. For this tutorial, we’ll proceed with "Cases."
3. Start Report: After selecting cases, click "Start Report" to proceed.

Step 3: Preview and Filters

Once you are in the report builder:

1. Toggle Update Preview: Make sure to turn on the "Update Preview Automatically" toggle. This feature allows real-time updates without needing to save and run each time you make a change.
2. Adjust Filters: Initially, the report displays all cases. You can modify the filters to refine your data. Change the open date to a specific timeframe, such as "This Last Quarter" or "Current Fiscal Year." You can also filter by owner, queues, or case status (new, working, closed, escalated, etc.).

For instance, by filtering to show only escalated cases, you can check if any exist. You might find some new and escalated cases worth noting.

Unlocking filters prevents others from altering your initial selections if multiple users view the report.

Step 4: Adding Fields

To add more information to your report:

1. Select Fields: You can pull in various fields, such as "Type" and "Case Number," by simply dragging them into the report area or double-clicking to add.
2. Related Account Data: If pertinent, you can include fields from associated accounts. For example, if a case concerns a specific company (like "United Oil and Gas Corp"), you can include outputs like their address or billing information.

Step 5: Grouping and Summarizing

A very useful feature in reports is the ability to group records:

1. Group by Type: For instance, group cases based on their type (mechanical, electrical, etc.). This organization not only helps to visualize the report data better but can reveal common issues and inform higher management of the products needing improvement.

2. Summarizing Data: If applicable, you might summarize or average fields like case age. This insight can provide additional context and inform the organization’s operations.

Step 6: Saving and Running the Report

When you’re finished setting up your report:

1. Save and Run: Click "Save and Run" to finalize your report. Assign a title like "New Cases Report" and choose a folder to save it in (for example, "My Private Reports").

Step 7: Additional Features

You can also:

• Refresh the report.
• Export data or add it to a dashboard.
• Subscribe to the report for regular updates via email.

Conclusion

And that wraps up our tutorial on creating a case report within Salesforce! I hope you found this guide useful. I’m currently testing a new microphone, so feel free to let me know in the comments if the audio quality improves your experience. Don't forget to check out my courses linked below if you're interested in becoming Salesforce certified. You can also find me on LinkedIn and Twitter. Thank you for joining me today, and I’ll see you in the next one!

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Keywords

Salesforce, Case Report, Customer Support Reports, Update Preview, Filters, Grouping, Summarizing, Account Data, Save Report

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FAQ

Q1: What is the first step to create a case report in Salesforce?
A1: Start by navigating to the reports section on the Salesforce homepage and selecting the "New Report" button.

Q2: How can I filter my report data in Salesforce?
A2: You can filter your report by open date, specific cases, owner, queues, or status such as new, working, or escalated cases.

Q3: Can I include related account data in my case report?
A3: Yes, you can pull relevant information from the associated account, including addresses and contact details.

Q4: What is the purpose of grouping records in a report?
A4: Grouping records helps to organize data based on specific fields, allowing for easier analysis of trends and issues that may need addressing.

Q5: What should I do after setting up my report?
A5: Once you've configured your report, save it and run the report for final viewing, and consider adding it to a dashboard or subscribing for updates.