March 2015
Intermediate to advanced
384 pages
7h 56m
English
Content preview from Salesforce® Service Cloud® For Dummies®
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Chapter 16
Understanding Key Salesforce Contact Center Reports
In This Chapter
Finding the Reports home page
Understanding the Reports home page
Reporting on common case and agent metrics
Tracking the success of your knowledge base
As any data guru will tell you, what gets tracked gets better, but as any bloodhound will tell you, tracking is hard work! Fortunately for you, Salesforce Service Cloud has standard support reports readily available for your use so that you can begin tracking support activity immediately.
In this chapter, we show you how to navigate reports in Salesforce so you can find what you’re looking for. Then we introduce you to some of the most common reports to track your support organization’s performance. Finally, we take a quick look at some very helpful reports for Salesforce Knowledge.
Navigating the Reports Home Page
The Reports tab is your starting point whether you want to create a report, view an existing report, or organize your reports. When you click into the Reports tab, as shown in Figure 16-1, you find the following:
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O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.Julian F.
I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.Addison B.
I’ve been on the O’Reilly platform for more than eight years. I use a couple of learning platforms, but I'm on O'Reilly more than anybody else. When you're there, you start learning. I'm never disappointed.Amir M.
I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.