Report Administration for Agentforce Readiness Superbadge Unit
Demonstrate your ability to administer platform reports for Agentforce readiness.
Report Administration for Agentforce Readiness Superbadge Unit
What You'll Be Doing to Earn This Superbadge
- Create report folders and administer access to reports.
- Configure reports to assess data quality.
- Design reports to evaluate account metrics across cases and opportunities.
- Provide insights on case backlog, volume, and resolution.
Concepts Tested in This Superbadge
- Creating and configuring platform reports
- Working with various platform report types including tabular, matrix, and joined reports
- Customizing report charts and graphs
Sign Up for a Developer Edition Org with Special Configuration
To complete this superbadge, you need a special Developer Edition org that contains special configuration and sample data. Note that this Developer Edition org is designed to work with the challenges in this superbadge unit.
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Sign up for a free Developer Edition org with special configuration.
Fill out the form. For Email address, enter an active email address.
- After you fill out the form, click Sign me up.
When you receive the activation email (this might take a few minutes), open it and click Verify Account.
Complete your registration by setting your password and challenge question. Tip: Save your username, password, and login URL in a secure place—such as a password manager—for easy access later.
You are logged in to your superbadge Developer Edition org.
Now, connect your new Developer Edition org to Trailhead.
Make sure you’re logged in to your Trailhead account.
In the Challenge section at the bottom of this page, select Connect Org from the picklist.
On the login screen, enter the username and password for the Developer Edition org you just set up.
On the Allow Access? page, click Allow.
On the Want to connect this org for hands-on challenges? page, click Yes! Save it. You are redirected back to the Challenge page and ready to use your new Developer Edition org to earn this superbadge unit.
Now that you have a Salesforce org with special configuration for this superbadge unit, you’re good to go.
Use Case
Ursa Major Solar (UMS) is a leader in solar energy solutions, providing residential and commercial customers with reliable, sustainable power. During times of peak demand, there is a 20% increase in customer support cases related to system performance, installation questions, and energy usage concerns. At the same time, UMS is rolling out customizable solar system options that allow customers to tailor configurations to their needs. While this new offering enhances customer satisfaction, it also adds complexity to the sales process.
The UMS leadership team wants to identify ways Agentforce can improve sales and support operations. They anticipate that adopting Agentforce can help alleviate customer support cases during peak demand and prevent lags in the sales process. As the Salesforce administrator for UMS, your job is to provide insights and analysis about conditions relating to system data readiness, customer cases, and sales opportunities.
Business Requirements
You work within a Salesforce org configured for UMS, using the Ursa Major Solar app. Configure reports to deliver data-driven recommendations that help UMS scale customer support, improve deal velocity, and prepare for AI-powered automation.
Configure Reports for Data Quality Insights
Organize Data Quality Reports
The leadership team needs clear, useful insights on the current state of data quality. Start by creating a centralized location for all reports related to data quality and name the folder Data Quality. Ensure visibility for Marketing leadership by creating a Public Group named Marketing Data Quality. (We recommend including a description, but we won't check for that.) Include everyone in the role of VP, Marketing and the people in their role hierarchy, as well as a data analyst named Mehmet Orion, as team members who can edit the reports.
Identify Contacts without Accounts
UMS leadership is concerned that some contacts may not be properly related to accounts, leading to inconsistencies in reporting and customer management. The team needs a report that identifies all contacts without an associated account. Create a custom report type to do so, with the Name and Label Contacts using any description you’d like. Store the custom report type in the category Accounts & Contacts. Make sure the Home Phone is never displayed to users when they create reports from this report type. Finally, add a section to the report type layout called Email and Phone with at least the Email and Phone fields.
Create a report using the new report type that returns contacts that are not associated with an account, regardless of creation date or ownership. Include only two columns in the report outline: the contact’s Full Name and Account Name (which is blank). Name the report Contacts without Accounts and store it in the Data Quality folder with any description you’d like.
Evaluate Data Standardization
Effective customer communication requires the ability to contact customers. The next report you build identifies records that are missing information on their contact and their related account records. Using the standard Contacts & Accounts report type, create a report that displays contact and account records missing specified values regardless of creation date or ownership. Name the report Contacts Missing Email and Phone and store it in the Data Quality folder with any description you’d like. Add filters to display records that meet all of the criteria below.
- Both the contact's Phone and the contact's Mobile are blank, or Do Not Call equals True.
- Contact Email is blank or Email Opt Out equals True.
- Account Phone is blank.
Make sure you enter the filter fields in the order specified (Phone, Mobile, Do Not Call, Email, Email Opt Out, and Account Phone) and apply the filter logic accordingly. Next, ensure that the fields used as filters in the report are also added as columns so they’re visible in the report results. Also include First Name, Last Name, and Account Name in the report outline.
Report on Accounts Assigned to Inactive Users
Inactive users might still own critical account records, leading to issues in data governance and ownership. Since an out-of-the-box report type doesn’t meet your needs, create a custom report type called Accounts with Account Ownership that provides all of the account fields and a way to display the Active field from the Account Owner. Do not include other objects or lookup fields. Store the custom report type in the Accounts & Contacts category.
Using the new report type, create a report that displays account records regardless of creation date or ownership. This report should show accounts with open opportunities. Add a filter that restricts the records displayed to accounts with opportunities that are not closed, using the Closed field. Add a filter that restricts the records displayed to only accounts with opportunities that are not closed. Group the report by the field indicating whether the owner is active and by Account Owner. Display the columns Account Name and Annual Revenue. Name the report Open Opps Accts Ownership and store it in the Data Quality folder with any description you’d like.
Next, add a chart to the report that provides a percentage-based breakdown of account ownership. Configure the chart according to the following criteria.
- Display as Donut chart type
- Add title
Accounts with Active and Inactive Owners - Value Record Count
- Sliced by Account Owner: Full Name
- Show Values and Percentages
- Combine small groups into "Others"
- Show Total
- Legend Position should be at the bottom
Tip: Make sure to save the report with the chart before proceeding.
Agentforce Applications
Leadership reviews the findings once these reports are complete. The UMS leadership team can decide to focus on one or more data cleanup efforts based on the percentage of data that is incomplete or incorrectly assigned. Based on your analysis, how well-prepared is Ursa Major Solar to implement AI-driven sales acceleration? Consider the following.
Evaluate Case Impact on Sales Opportunities
UMS leadership also needs to understand how unresolved support cases might be affecting open sales opportunities, particularly renewals and upsells. They’re especially concerned about cases flagged as “Potential Liability”—these could represent unresolved customer issues that might delay or even prevent deals from closing. To get a complete picture, you need a report that brings together data from the Opportunities and Cases objects.
Create a Report that Displays Related Information Across Objects
Create a report based on the Opportunity object that allows visibility to an account’s related cases as well. The report should display opportunities with Opportunity Status equal to Open regardless of creation date, ownership, or probability. Make sure cases created at any time or by any user are included, but limit the cases shown in the report with those with Potential Liability, defined as Potential Liability = Yes or is not indicated. Display the duration that cases are open in days. Make sure that the Potential Liability filter can't be removed or changed by report users by locking the filter.
Group the report by Account Name so viewers can see a full view of each customer’s situation. Name the report Open Opportunities and Related PL Cases and store it in the Case Management folder with any description you’d like.
Update a Report with Information Grouped by Rows and Columns
Next, continue configuring the existing Summary of Open Cases report to provide a breakdown of unresolved cases. Ensure the report identifies cases that have Status values of New, Working, Escalated, In Progress, On Hold, or Response Received. Structure the report so that leadership can easily identify patterns and bottlenecks. Group rows by Type and group columns by Account Type.
Add a stacked bar chart to the report with a chart title Open Cases by Type and Account Type. The Y-axis should display Account Type and the x-axis should display Record Count. Tip: Make sure to save the report with the chart before proceeding.
Agentforce Applications
This report helps leadership proactively address case-related objections before closing deals. If trends show frequent support issues tied to renewals or upsells, additional sales or service process adjustments might be needed. Based on your analysis, how well-prepared is Ursa Major Solar to implement AI-driven customer support and sales automation? Consider the following.
Analyzing Deals and Growth
Understanding Opportunity Management Bottlenecks
Ursa Major Solar leadership and individual sales reps need more insights into potential revenue and changes in deals over time. Create a report of opportunities that provides insights into annual revenue of accounts for each opportunity owner, and then create a report that tracks deal velocity over time.
The report should show all opportunities created at any time, with any status and any probability. Adjust the report so that each sales team member sees a report that highlights only the opportunities they own. Save the report as My Opportunity Value Details with the description Opportunity value details filtered by the user running the report in the Opportunity Management folder.
Add a column to the report that groups opportunities by account annual revenue without creating any new custom fields or formulas. Name the column Account Revenue. Use the following values to group the accounts.
Remove the Owner Role and Next Step columns. Group the report by the new Account Revenue column so that the accounts with Very High revenue display at the top of the report. When a user runs the report, they shouldn’t see subtotals or the grand total.
Tracking Deal Velocity Over Time
UMS leadership also wants to understand trends in deals closed over time. Create a report that displays closed-won opportunities owned by any user that closed in the previous two fiscal years. Group the report by Close Date, further grouping the Close Date column by Fiscal Quarter. Name the report QoQ Closed Won Change % and store it in the Opportunity Management folder with any description you’d like.
Add a summary formula column to calculate the percentage change of deal closure by quarter. Name the summary formula column QoQ Change % with any description you’d like. Make sure the column displays a percentage with two decimal points and applies to the Close Date. Use the formula provided.
IF( PREVGROUPVAL(AMOUNT:SUM, CLOSE_DATE) <> 0, (AMOUNT:SUM - PREVGROUPVAL(AMOUNT:SUM, CLOSE_DATE)) / PREVGROUPVAL(AMOUNT:SUM, CLOSE_DATE),NULL)
Sort the report by Close Date in descending order. Next, add conditional formatting according to the following values for the QoQ Change % column. Remove Detail Rows so the conditional formatting is visible for the grouping you've configured.
Agentforce Applications
Based on your analysis, how well-prepared is Ursa Major Solar to implement AI-driven sales acceleration? Consider the following.