Measure Student Engagement Success

Learning Objectives

After completing this unit, you'll be able to:

  • Identify reporting tools available for success.
  • Discuss reporting capabilities and significance.

Report on One-Stop Metrics

Reports help you analyze and act on your Salesforce data. You can examine your data, display it, and share the resulting insights with others. Thoughtful, well-planned reports will answer a question and help with everyday work and future planning.

In the context of Service Cloud, Salesforce reports can help gauge the service needs of your students and how well your current methods are delivering results. Here are a few of the metrics you can report on with Service Cloud reporting.

  • Case opens and closures
  • Time to case closure
  • Case trends
  • Variance in case origin (for example, more cases come from email than social)
  • Who asks what (case variation by major, demographic, etc.)

At the risk of repeating ourselves, a major advantage of reporting is that once your data is turned into a report, you can make informed, actionable decisions based on the story your data reveals. For example, once you understand your case volume, you can improve available resources to ensure cases are closed quickly and effectively. When your reports help you discover your top services and reveal seasonal trends, you can create topics and front load timely and targeted communications to inform and support your student community. And if you’re armed with a clear view on the time it takes to resolve cases, you can examine your current processes and make improvements with case complexity in mind.

A chart showing that users can manage Case Volume to improve scheduling of available resources, review Top Services by creating a topic for each service, study Seasonal Trends to provide timely communication, and analyze Time to Resolution to manage processes depending on difficulty.

Thomas Caldwell, the Director of Academic Advising at Cloudy College, wants to create a report called Case Reasons that helps him identify patterns in the cases his advisors are dealing with.

 Follow these steps to create a report like Thomas’s (Optional).

  1. From the Reports tab, click New Report.

    The Reports tab in Service Console.

  2. Choose Customer Support Reports, then Cases.

    The Choose Report Type” window, in which Customer Support Reports and Cases are selected.

  3. Click Continue to see a preview of the report.

  4. In the preview, add Status and Priority fields to the report’s columns.

    Report Builder with Status highlighted.

  5. With Status and Priority on the report preview, remove Open and Closed columns because they display the same data as the Status column.

    Report Builder with Open and Closed statuses highlighted.

  6. To see the elapsed time on cases in days, change the Units filter to Days. Age on an open case is the time from creation to the present, and age on a closed case is the time from creation to when it’s marked closed.

    Report Builder with Filters and Age highlighted.

  7. To organize cases by status, click Group Rows by This Field on the Status column.

    Report Builder with Date/Time Opened dropdown open and Group Rows by This Field highlighted.

  8. Click Run.

    Report Builder with Run button highlighted.

  9. Name the report Case Reason, then add it to Public Folders. If no public folders exist, create one.

  10. Click Save.

    Report Cases report with Total Records highlighted.

With this information in hand, you can tackle basic reporting on your team to identify patterns in cases and take action to improve student services at your institution. Head to the Resources section to further develop your reporting skills.


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