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GroupesReports & DashboardsQuestion de Fernando Guimaraes
Fernando Guimaraes (FernandoGuimaraes) a posé une question dans Reports & Dashboards
27 nov. 2023, 18:54

Case Skills Report

Hi All!

 

I was hoping I could get some help with a tricky ask. We are currently using skill-based routing in our org, and my team has complained that the omnichannel reporting is quite difficult to navigate and is not always actionable. They have been requesting a view or report that can show the number of open cases for each group of skills so that they can ensure we are staffing our team appropriately. We have 7 fields that determine the skills on a case. I was trying to build a report that shows the unique combination of these 7 fields for all open cases but I can only group three rows (maybe I am doing this incorrectly). I was thinking of creating a screenflow that did this too, but I wanted to see if there were any other options. Does anyone have any ideas here? 

 

Thanks in advance!

 

#Reports & Dashboards

1 réponse
  1. Dale Bundalian (Cognizant)
    30 nov. 2023, 16:34

    Hi @Fernando Guimaraes

     

    This depends on how your Organization settings be, check these steps 

     

    1. Utilize a Custom Report Type:
      • Check if you have the ability to create custom report types in your CRM system. This can allow you to define relationships between objects and fields that may not be available in standard reports.
    2. Aggregate Data in a New Object or Custom Field:
      • Consider creating a new custom object or custom field to store aggregated data. You might create a nightly job or trigger that calculates and updates this field based on the combination of your 7 skills.
    3. Use Formula Fields:
      • Leverage formula fields to concatenate the values of your 7 skill fields into a single field. This field can then be used for grouping in reports.
    4. Create a Helper Object:
      • If your CRM supports it, create a helper object to store combinations of your 7 skills for each case. This can then be used for reporting purposes.
    5. Export and Analyze Data Externally:
      • Export the necessary data and use external tools like Excel, Tableau, or a custom script to perform the aggregation and analysis.
    6. Explore Custom Development:
      • If the standard features don't meet your needs, consider custom development. This might involve writing triggers, classes, or utilizing the Salesforce API to fetch and process the data.
    7. Engage with Community and Support:
      • Check if there are online forums or community groups related to your CRM system. Others might have faced similar challenges and could offer valuable insights. Additionally, reach out to your CRM's support channels for assistance.
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