Hi everyone,
I'm working with a Case report in Lightning Experience (Service Cloud), used for a specific business need. Each Service Account usually has several Cases, because an agent opens a new Case for every interaction with the customer. For reporting, we only need the latest Case per Service Account
(the most recent by Date/Time Opened), because that one shows the customer's latest outcome.
Our basic filter for this report is the
Campaign List Name field, which it can get different values and we need a report per different value.
Current setup
- Report type: Cases
- Columns: Case Number, Campaign List Name, Call Result Reason, Case Owner, Date/Time Opened, Account Name
What I've tried
- Filter logic: as far as I can tell, it only combines existing filters with AND/OR and can't compare a Case with the other Cases under the same Account.
- Grouping by Account, sorted by Date/Time Opened descending: the latest Case is at the top of each group, but the older ones are still in the report.
- Export to Excel and deduplicate: this works, but it's manual and we need it to run repeatedly for multiple and different Campaign List Name values.
What I'm looking for
A way to get only the latest Case per Account directly in the report, so it can be scheduled and shared without manual steps.
If my need can't be covered through existing Salesforce functionalities, how I should ask it from a developing team?
Thanks in advance,
George
#Reports & Dashboards
Hi Deepak,
Thank you for taking the time to answer.
To answer your clarification, we need
Option B, the latest Case per Account for each Campaign List Name. The same Service Account can take part in more than one campaign, and each campaign's report has to show that customer's latest Case within that campaign, even if they have a newer Case in another campaign.
Two follow-up questions:
- Your reply seems to have been cut off after "You could raise it as:". Could you share the requirement wording you had in mind?
- Since this solution also updates the previous Case automatically, is there anything we should ask our development team to check, so that it works reliably and doesn't affect our agents' daily work or other processes in general?
Thanks again,
George
