Tips for Effective Support Reporting

Standard Report Types

• Choose the Translated Solutions report to summarize the translated solutions associated with each master solution.
• Choose the Contact Role report to show all cases with their associated contact roles.
• Choose the Cases with Articles report to see the articles attached to cases. This report is only available if Salesforce Knowledge is enabled.

  The report displays articles even if they're not marked as available for the internal app channel.

Custom Report Types

• You can create a custom report to view a list of cases with milestones by choosing the Cases with Milestones report type. This report type is only available if entitlements is enabled.
• Choose the Case History and Solution History report types to track the history of standard and custom fields on cases and solutions where field histories are set up for tracking. Use these reports to see tracked fields' old and new values. You can't use filter conditions to search the results of the Old Value and New Value fields.
• You can create a custom report to view a list of both inbound and outbound emails by case by choosing the Cases and Emails report type. This type of report is only available to organizations with Email-to-Case or On-Demand Email-to-Case enabled.
• You can run case lifecycle reports to view the results of the Range field, which indicates the length of time since the case last changed status or owner. Each time the status or owner changes, the counter begins again at zero.

Cases in Portals

If you have enabled the Self-Service portal, you can run reports to track usage of your Self-Service portal.

• When reporting on case comments, use the Public Case Commented field to indicate if the comment is private or public. Public comments are indicated with a check mark. To limit report results to public comments, customize the report and add a field filter where Public Case Commented equals True. Likewise, the filter Public Case Commented equals 0 yields only private case comments.
• Choose the Closed by Self-Service User field to report on how many cases have been closed by users via suggested solutions on the Self-Service portal.

Solution Categories

Create a custom report that sorts solutions by category. Select the Category Name field to display the solution’s category and the Parent Category Name field to display the category directly above the solution’s category.

• If you restrict your report to solutions in a particular category, the report includes only solutions that are directly associated with that category. It does not include solutions in subcategories of the specified category.
• To report on uncategorized solutions, use the advanced report filters. Choose the Category Name field and the “equals” operator, and leave the third field blank.

Team Members

• You can report on case teams in which you are a member. After you run a case report, select My case team's cases from the Show drop-down.
• Owner Role for case reports is defined differently than for other objects. For most objects, Owner Role is defined in the Role Name as displayed on reports field on the user’s role. Cases uses the Label field instead.
• You can limit any case report to cases owned by users or cases in queues. Choose User Owned Cases or Queue Owned Cases from the View drop-down at the top of a case report.