Salesforce® Service Cloud® For Dummies®

Chapter 16

Understanding Key Salesforce Contact Center Reports

In This Chapter

Finding the Reports home page

Understanding the Reports home page

Reporting on common case and agent metrics

Tracking the success of your knowledge base

As any data guru will tell you, what gets tracked gets better, but as any bloodhound will tell you, tracking is hard work! Fortunately for you, Salesforce Service Cloud has standard support reports readily available for your use so that you can begin tracking support activity immediately.

In this chapter, we show you how to navigate reports in Salesforce so you can find what you’re looking for. Then we introduce you to some of the most common reports to track your support organization’s performance. Finally, we take a quick look at some very helpful reports for Salesforce Knowledge.

Navigating the Reports Home Page

The Reports tab is your starting point whether you want to create a report, view an existing report, or organize your reports. When you click into the Reports tab, as shown in Figure 16-1, you find the following:

• A list of recently viewed ...