Salesforce Report Returns Different Record Counts for Different Users — Troubleshooting Sharing and Field-Level Security

The following steps help identify why two users see different results in the same Salesforce report. Work through each troubleshooting step in sequence, starting with filter and field visibility checks before examining Sharing Settings and Role Hierarchy.

1. Log in as User 1 and run the report.
2. Copy the URL for the report. In a new browser window, log in as User 2 and paste the Report URL. This ensures that both users are running the identical report.
   1. Check whether there are any differences in the Filters or Fields shown. If a field is visible to User 1 but not to User 2, the Field-Level Security (FLS) for the missing field may not be set to Visible for User 2's profile. Updating FLS visibility through the profile or the field itself should resolve this.
   2. Additionally, check "View Field Accessibility" separately from Field-Level Security.
   3. If there are no differences between the Filters or Fields, the issue may lie within the Sharing Settings and the user's Role.
   4. If the Sharing Settings are set to Private, the user may be unable to view certain records due to their assigned Role in the Role Hierarchy.
   5. To determine which specific records are missing, export both reports with a unique identifier such as Record ID, and merge the results in a spreadsheet. Highlight duplicate values and sort by cell color to isolate the records visible to only one user. From here, you can determine the best solution for Granting Access to Records or creating Sharing Rules for those records.
3. If none of the above steps resolves the issue and your report contains a date filter, there may be a time zone difference between the two users. Locate the missing records using the method above while logged in as each user, and compare any discrepancies in date-based record visibility.

If none of the above steps resolves the issue, contact the Salesforce Support Team for assistance.