Salesforce Service Cloud Custom Report Types

In this blog, we delve into the intricacies of Salesforce Service Cloud’s Custom Report Types, offering insights into how businesses can leverage these for enhanced case and support management. Through our exploration, readers will gain:

• An understanding of how report types structure data around primary objects and their relationships for more insightful reports.
• Key insights into creating and utilizing custom report types for tracking case solutions, including solution history and language management.
• A look at specific custom report types crucial for analyzing case metrics, support interactions, and service entitlements effectively.
• Guidance on overcoming common limitations associated with custom report types, including field and object reference restrictions.
• A practical use case highlighting the necessity of enabling Historical Trend Reporting for accessing specialized report types.

Let’s get started!

Report Types

Report Types are used to determine fields and records shown on a report based on the relationship between a primary object and its related objects. Records are shown on the report if they meet the criteria specified by the report type.

Custom Report Types

Companies can track their team’s work with cases and solutions by creating various custom report types on these objects. For example, report types can be created on Solutions to report on:

• Solution history
• Languages of solutions
• Whether translated solutions are out of date

Key Custom Report Types

• Case emails
• Case comments
• Case contact roles
• Case owners
• Cases with solutions
• Number of cases created
• History of case fields, including time since the case last changed owner or status

Key custom report types used to analyze Cases

• Cases with Historical Trending – Use the Cases with Historical Trending custom report type to analyze changes in case data over time. Available when Historical Trend Reporting is enabled.
• Cases and Emails – Create this custom report type to view a list of both inbound and outbound emails by case. Available when Email-to-Case or On-Demand Email-to-Case is enabled.
• Cases with Articles – Show the articles attached to cases. Available if Salesforce Knowledge is enabled. The report displays articles even if they’re not marked as available for the internal app channel.
• Case Lifecycle – Displays the Range field, which indicates the length of time since the case last changed status or owner. The counter begins is reset to zero when either of the two is changed.
• Cases with Milestones – Display a list of cases with milestones by choosing the Cases with Milestones report type. This report type is available if entitlements is enabled.
• Case History/Solution History – Report the history of standard and custom fields on cases and solutions where field histories are set up. Filter conditions can’t be used to search the results of the Old and New Value fields.

Key custom report types used to analyze other support metrics

• Translated Solutions – Choose the Translated Solutions report to summarize the translated solutions associated with each master solution.
• Contact Role – Choose the Contact Role report to show all cases with their associated contact roles.
• Service Contracts with Entitlements – Report on the services that the customers are entitled to. Available when Service Contracts with Entitlements is enabled.
• Accounts with Entitlements with Contacts – Lists accounts with entitlements that include contacts (named callers). Available when Service Contracts with Entitlements is enabled.
• Service Contracts with Contract Line Items – Lists service contracts with contract line items (products). Available when Service Contracts with Contract Line Items and Entitlements is enabled.
• Entitlements and Contracts – Use custom report types to define report criteria from which users can run and create reports on entitlements, service contracts, and contract line items.

Limitations of Custom Report Types

• Number of Fields – Up to 1000 fields can be added to each custom report type. The layout cannot be saved if too many fields have been selected.
• Number of Objects – A custom report type can contain up to 60 object references, including the objects selected in the relationship.
• Cases – Reports run from custom report types that include cases that do not display the Units dropdown list, allowing users to view specific case fields’ time values by hours, minutes, or days.
• Deleted Objects – Report types associated with custom objects in the Deleted Custom Objects list count against the maximum number of custom report types you can create.
• Service Appointments – Custom report types based on the Service Appointments object don’t support Parent Record and Owner fields.

Use Case

The administrator at Sun Solar needs to create a custom report type – Cases with Historical Trending. While configuring the report in Setup, the admin has chosen Cases as the Primary object but cannot find Historical Trending to use as the related object. What could be the possible reason behind this issue?

Solution: Historical Trend, Reporting is not enables

Reason: Salestorce does not show all the custom report types by default. Companies need to enable the related functionality to make some of the custom report types available. In this scenario, the Historical Trending will only be available for selection if Historical Trend Reporting is enabled.

Conclusion 

In conclusion, mastering Salesforce Service Cloud Custom Report Types empowers organizations to tailor their data analysis and support strategies, ensuring they can track, measure, and improve their customer service operations effectively. By understanding how to create, utilize, and navigate the limitations of these custom report types, your team can unlock new levels of insight and efficiency in your case management processes.

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