Self-Service reports help you analyze the effectiveness of your Self-Service portal. Find out how many cases are being viewed, how many customers are logging in, or what customers think of the solutions you’re offering.
Available in: Salesforce Classic
Available in: Professional, Enterprise, Performance, Unlimited, and Developer Editions
Starting with Spring ’12, the Self-Service portal isn’t available for new orgs. Existing orgs continue to have access to the Self-Service portal.
The Self-Service Usage Report gives you information on how many cases are viewed and logged, the number of comments that have been added, and the number of searches Self-Service users have performed.
The Self-Service User Report provides information about the customers who are logging into your Self-Service portal, including the associated account and last login date. You can also include Self-Service fields in any custom contact report.
The Helpful Solutions report displays statistics from Self-Service portals that display solutions. On each Self-Service solution page, customers can indicate whether the solution is helpful. You can use the results of this survey when choosing the top five solutions for your Self-Service Home page and to verify that customers are able to find the solutions they need.