CRM Analytics – Best Chart to Visualise Case Lifecycle Across Overlapping Phases

 Hi Salesforce Community,  

I am working on a CRM Analytics dashboard to visualise the lifecycle of cases across 6 defined phases based on asset delivery and warranty dates.  

BACKGROUND: We have cases linked to assets.  

Each asset has: -  

A Delivery Date -  

A Warranty Start Date -  

A Warranty End Date  

We have defined 6 phases based on when a case was created relative to these dates:  

Phase 1 – Cases created before Delivery Date  

Phase 2 – Cases created before Delivery Date but still open at Delivery Date  

Phase 3 – Cases created between Delivery Date and Warranty Start Date  

Phase 4 – Cases created before Warranty Start Date but still open at Warranty Start Date  

Phase 5 – Cases created between Warranty Start Date and Warranty End Date  

Phase 6 – Cases created during warranty period but still open after Warranty End Date THE  

CHALLENGE: The phases are designed to show the flow of unresolved cases from one phase to the next:  

- A case created in Phase 1 that remains unresolved at delivery also appears in Phase 2  

- A case created in Phase 3 that remains unresolved at warranty start also appears in Phase 4  

- A case created in Phase 5 that remains unresolved at warranty end also appears in Phase 6  

This means one case can legitimately belong to TWO phases  

-it is not a data quality issue, it is by design.  

WHAT WE WANT TO SHOW:  

 We want to visualise:  

1. How many cases were created in each phase  

2. How many of those cases were handed over (still open) to the next phase  

3. The relationship between paired phases (1→2, 3→4, 5→6)  

I really wanted to use Funnel chart in my case i have to use different formulas. and in because one case case be in phase 1 and Phase 2.

 2. Would a Sankey chart or waterfall chart be possible in CRM Analytics? or better chart can be used??