Service Cloud Final Notes (Volume 2)

C5. Interaction Channels 15%

Q1. Describe the use cases and functionality for each interaction channel including Email, CTI/Telephony, Communities, Portal/Sites, Chat, and Social Media

Q2. Differentiate between the available email-to-case solutions and explain how to configure each

Q3. Explain the Salesforce CTI features, architecture and implications

Q4. Given set of requirements, recommend the appropriate portal solution

Q5. Explain the design considerations and best practices when configuring a channel solution

Q3. Explain the Salesforce CTI features, architecture and implications

Force.com Connect for CTI

Telephone Network Integration

Using Connect for CTI, you can connect your telephone system with your salesforce.com web interface

Architecture and Capabilities

The Partner CTI Adaptor in Salesforce Call Center helps to

1. Ease call handling within Salesforce

2. Identify Force.com Connect CTI capabilities.

System without CTI

Customer callsTelephony SystemAgent’s Phone

With CTI:

1. Call is sent to Salesforce CTI Adaptor on agent’s PC.

2. It talks to SF to get relevant data, and shows Softphone with the data.

3. The Softphone events (Hold, End the call, automated call logging) are also passed to telephony

system.

Outbound non-CTI

User’s phoneTelephony systemdestination

Outbound CTI

SoftphoneCTI AdaptorTelephony SystemDestination

Features and Capabilities

Introduction: The feature set of Force.com Connect for CTI depends on the capabilities of the CTI

Adaptor Provider and the Telephone System

1. Screen Pop-up on incoming calls

a. Provides Context

b. Displays caller’s information in Salesforce

c. Improves efficiency

2. Click-to-Dial

a. Outbound calling from a phone record

b. Clickable links

c. Call from a list view to quickly call large numbers of clients.

3. Automatic Call Logging

a. Integrated call logging with Notes

b. Automatic call times directly associated to various salesforce.com objects

4. Call Control

a. Integrated call control features from within the salesforce.com web interface

b. End Call, Hold, Transfer, and Conferencing

Case or opportunity or etc. can be associated with the phone call.

Call control can be done without leaving Salesforce

Inbound and Outbound Call

1. Inbound Call features

a. Screen pop-up

b. Automatic call logging

c. Call control

2. Outbound call features

a. Click-2-Dial

b. Automatic call logging

c. Call Control

Inbound Calls: Demo

Incoming call

Screen Pop with caller’s information

Agent creates a Case now.

Agent enters comments during the phone conversation (left panel middle) when the agent ends the call,

this Notes is associated with case.

The call is logged as an Activity under Activity History related section

Outbound Calls: Demo

User searches a lead and clicks the phone number.

The number can be dialed from Detail or List View page.

Call Control and Call Logging are integrated with Salesforce.com

CTI Adaptor and Salesforce Call Center Integration

Introduction

(Configuring Call Center with a CTI Adaptor)—Avaya and 59 others

1. Find a compatible Partner CTI Adaptor

2. Install the Partner CTI Adaptor

3. Configure a Call Center in Salesforce CRM Call Center application

1. Find a Compatible Partner CTI Adaptor

a. Is your telephone system supported by one of our CTI partners? Check the available list of

Partner CTI Adaptors and our partner community of Salesforce.com

2. Install a Partner CTI Adaptor

a. Installation varies depending upon your provider’s specifications

b. Install the Partner CTI Adaptor on each user’s computer.

3. Configure a Call Center

a. Define a Call Center record

b. Assign Salesforce users to the appropriate call center

c. Add numbers to a Call Center directory

d. Customize SoftPhone layouts

Configure a Call Center

Introduction

1. Define a Call Center record

a. Import a Call Center definition file:

i. Provided by your CTI Adaptor Provider

ii. That enables Salesforce to support the integration of Salesforce CRM Call Center

with multiple Partner CTI Adaptors

2. Assign users to a call center

3. Add numbers to a Call Center directory

4. Customize SoftPhone layouts

Assign Users to a Call Center: Demo

Set UpCustomizeCall CenterCall Centers

Users can be assigned to one call center at a time.

Adding Numbers to a Call Center

Set UpCustomizeCall CenterDirectory Numbers

Numbers can be added to one or more call centers.

For incoming calls?

(Check the answer above)

1. Salesforce users must be assigned to a Call Center before they can Salesforce Call Center

features (True)

2. A user can’t be assigned to multiple Call Center at the same time.

3. Every Call Center has an associated Call Center Directory (the number includes the name and

number of every user that belongs to that Call Center, as well as other phone numbers that are

related to records in your system)

4. What component handles the routing of the inbound calls to the agent? (Telephone system)

1. Why is there a requirement to install software on the client computer?

Browsers are not made for real-time communication.

2. Is software required for the on-demand phone system?

Yes, there will always be something, either a Flash application, an ActiveX control, a Java applet,

or a true application that enables the real time communications. Salesforce.com chose a client-

based application because it allows for the broadest number of platforms.

3. Does Salesforce.com sell Adaptors?

No, we give away the CTI Toolkit and our partners write the adaptors

4. Can customers write their own adaptors?

Yes, but it is not recommended. Salesforce.com recommends using a packaged adaptor from the

customer list.

5. Can call be routed to something other than the phone number? Yes

6. Will the Screen pop-up cause me to lose the current record I am working with? No

7. What are the current limitations of the CTI Adaptor?

a. Web Services in IVR

b. Automatic Call Distributor

c. Predictive Dialer

d. IVR metrics like Average Hold Time

8. What is Open CTI?

Open CTI is a cloud-based solution that allows advanced administrators and developers to build

CTI systems that integrated with Salesforce without the use of CTI Adaptors. Open CTI is

browser and platform agnostic.

CTI Troubleshooting for Salesforce CTI Toolkit

CTI (Computer Telephony Integration)

Salesforce CTI Toolkit

Objectives

1. Describe how Salesforce CTI operates.

2. Understand the Salesforce CTI architecture and components

3. Troubleshoot a Salesforce CTI implementation

i. Collect the information required to solve CTI issues

ii. Determine who to contact for support

(This course covers the CTI Toolkit, not the Open CTI)

1. Based on ACD routing rule, the telephony platform routs the call to agent

2. Also the collected data will be passed by telephony platform to Salesforce via CTI adaptor.

3. Salesforce uses this data to populate necessary (Account, Contact, etc.) data

4. Using the above data, CTI also sends Screen Pop to Agent.

5. We can also create custom visual pages for the Screen Pop, using Visual Workflow

Salesforce CTI Strategy

Salesforce.com technology focus

Provide and support a CTI Toolkit

Enable partner ecosystem

Select an existing CTI adaptor from a certified partner. DO NOT attempt to build your own.

1. Telephony System Phone Switch + ACD + IVR

2. Agent Desktop Browser + CTI Adaptor

3. Salesforce: CTI Adaptor configuration and Call Center User Profiles

CTI has two parts:

(1) CTI Connector: works as a translator between Telephony System and Softphone using data in

XML format. The connector also talks to SF to get the caller’s information thru a service.

(2) Browser Connector converts XML into HTML to render Softphone into user’s SF window

CTI Configuration: The Basic Steps

1. Install CTI adaptors

a. Set UpCustomizeCall enter

2. Define a call center

3. Manage Users

4. Update the call center directory

5. Configure SoftPhone Layouts

CTI adaptor is on user’s machine

Assign user to a call center

Assign softphone layout to profiles.

What are the high-level Troubleshooting Steps?

1. Understand the issue

2. Recreate the issue

3. Test with CTI demo adaptor

4. Examine log files

CTI Connector maintains an XML representation of state of commands from Telephony system and

Softphone.

CTI Connector: UIRefresh event Sends updated XML to Softphone. This event signals Browser

Connector to update Softphone UI on user’s browser.

Browser Connector: UIRefresh eventconverts user’s softphone action into an XML form and sends it

back to CTI connector.

The CTI connector now updates the data received from Browser Connector, and invokes

UIHandleMessage event to pass the new information to Telephony system. This event is used to pass

data about Softphone and telephony events to Telephony system.

Change the trouble shooting level from low to high on user’s machine, by right liking CTI adaptor icon.

Fiddler to monitor the traffic between browser and CTI adaptor

1. After a few days, call button doesn’t work (too many cookies on clients’ machines)

2. Agents unable to click Answer button.

Browser connector is properly sending actions to CTI connector, but connection

between CTI connector and telephony system fails. So, the CTI partner needs to

troubleshoot.

3. Screen Pop with incorrect information

Open CTI doesn’t need to install any CTI adaptors on user’s machine. It renders softphone on user’s

browser.

Q4. Given set of requirements, recommend the appropriate portal solution

Launch Your Own Customer Portal

1. Cases, Solutions?

2. Branding customization

3. Salesforce data

4. Portal health check reports (Security Settings Portal Health Check)

Customer Portal should be enabled

Specific object can be enabled for Customer Portal. (not if communities are enabled)

Customer Portal detail page has ‘Assigned Users’ related section.

To assign a Page Layout to a profile, go to CustomizeCasesPage LayoutsSelect a

Layout and edit the profile to assign the right layout name.

C6. Case Management 23%

Given a set of requirements, design a case management solution from case creation to closure including case assignment, case escalation, case resolution, and case disposition

Describe the relationships between Cases and other areas such as Assets, Entitlements, Portals, and Knowledge

Given a set of KPIs, determine the appropriate case management solution

Identify use cases for Chatter, Chatter Answers, and Case Feed within case management

Explain the capabilities, use cases, and how to configure the service entitlements in Salesforce

Explain the capabilities and use cases of Visual Workflow (Flows) pertinent to case management

Identify capabilities for managing cases using social media monitoring technology

Implementing Case Management Cloud across Channels

Implementation Strategy

Why Service Cloud?

The Challenges

Agents and Customers are frustrated because of inefficient support technology and processes

The multi-channel experience (7 channels)

Enhance End-to-end experience for customers who contact WAG thru multiple channels.

1. Phone (IVR, Service Cloud Console, Screen Pop, Live Agent)

2. Email (email to supportemail-to-casecase is created

3. Customer Portal: log a case onlineweb-to-casecase is created

4. Chat

5. Twitter and Facebook

Service Cloud is critical part of offering a better customer experience.

Streamline the complex customer service processes

Multi-Channel Support

1. Phone, Email, Portal, Chat, Social (Call Deflection, Average Cost Per Case)--Sustainability

Context-Specific Support (Queues, Workflow, Console, 1st Call resolution)--Productivity

End-to-End Experience (SLAs, Entitlements, Average Handling Time)--Loyalty

Always align the solution with clients’ KPIs

Why Service Cloud?

Values: Sustainability, Productivity, Loyalty

Top Concerns: Performance, Flexibility

Values: “The Salesforce Service Cloud will allow WAG to anticipate and resolve customers’ issues more

quickly and provide the exceptional support they expect and deserve”—Director, WAG, Operations

Scope Considerations

1. Custom Functionality

I. Combining Objects?

II. Custom UI?

III. Automation?

2. CTI

3. Data Migration and Integration

4. Global Considerations

Using Apex triggers to automate cases

Functional testing, unit testing, UA testing

Discovery Interviews after Project Plan Signoff

Interviews before going to requirements workshop

II. ANALYZE

Success Boost: Does your client use WFM software?

Determine the value and source of telephony data.

Telephony and Integration

1. Existing systems and infrastructure

2. Data quality

3. Testing

4. Resources

III. DESIGN

Design Considerations

1. Maximizing the agent experiences

(i) Choose the design options for their speed and usability

(ii) Use case-related objects to your advantage

(iii) Optimize page layouts and record types (Reduce clutters, create picklist defaults,

advertise page customization)

(iv) Apply boundaries to case management configuration items (50 fields, 5 record types

and page layouts, and 20 assignment rules)

(v) Use parent-child cases for team reporting and tracking

(vi) Create a new email box for web-to-case and email-to-case

(vii) Understand the visibility impact of Person Accounts

a. Contacts inherit visibility of the Account

b. Person Accounts create two records for each customer

c. Can’t be turned off once enabled

d. Test in Sandbox

2. Customizing the Service Cloud (Productivity and AHT)

3. Managing entitlements

i. Entitlements allow agents to define, manage, verify, and enforce Service Level Contracts

4. Optimizing the customer experience

i. Who is the customer?

ii. Where is the customer?

iii. What does the customer need?

(Use a combination of declarative and custom mechanisms)

CSAT and Costs—most important

Use sites and Visualforce, if customer portal doesn’t meet the needs.

Success Boost: Use muti-select picklist

Creating the Solution Design

Solution Design Review (Review, Validate, and Document)

1. Executive Summary

2. Security and Access

i. Org-wide defaults (determine the default of access the users have to records they do

not own)

ii. Role hierarchy

iii. Sharing rules

iv. Manual sharing

v. Case teams

a) Allows users to grant additional access to cases and related

records.(Users/Contacts/Pre-defined Case teams)

b) Case team workflow alerts and assignment rules

vi. Profiles

a. Collection of settings and permissions that determine:

i. What the user can see in the UI

ii. What functionality the user can access

iii. What types of records the user can view, create, edit, or delete.

vii. Public Groups

viii. Security requirements

3. Accounts, Contacts, and Activities

i. Page layouts

ii. Validation rules

iii. Activities (Tasks, Events, Meetings)

4. Cases

a. Custom fields

Case Custom Fields: Product Type, Fraud Value, Emailed Resolution, Account Type,

Life Insurance, Investments (last three are multi-select picklists)

b. Support processes

Detail the values for the Status field on cases. The case status field identifies the

high level point in the case life cycle

c. Record Types and Page layouts

d. Case Queues

Locations where cases can be routed to await agent processing. They can be created

for product categories, customer types, or service levels.

Limit queues to a practical number

e. Case Assignment

Assignment rules automatically route cases to the appropriate user or queue, and

automatically add predefined case teams to the case.

f. Workflow rules

g. Email-to-case

Email-to-case is captured for both inbound and outbound email messages related to

the case.

h. Email templates

Auto-response rules send automatic email response to customers who submitted a

case thru email-to-case, web-to-case, and portals.

Emails visible here:

o Contact related-listActivity History

o Cases related-listEmails

i. Escalations

Escalation rules define automated actions when cases with specific criteria are

open after a specific period of time

j. Support settings

5. Service Cloud Console

Set Up

Highlights panel

Interaction Log

Soft Phone

What is the center of your client’s business process?

Primary and Sub Tabs, Highlight Panel. Interaction Log, and Soft Phone:

Activity History related list

Phone and email history

6. Analytics

Reports

Dashboards

Surveys

7. Appendices

a. Technical Design

b. Email templates

c. Training documents

d. Industry terms

IV. BUILD and VALIDATE

Configuring the Service Cloud

1. Security and Access (OWD defaults, Role Hierarchy, Case team member roles, Profiles)

2. Accounts (Page layouts, related list (Cases, Open Activities, Contacts, Notes and

Attachments, Activity History), Validation rules

3. Contacts (Page Layouts (related list—Cases, Open Activities, Notes and Attachments,

Activity History)

4. Activities:

Tasks and related list,

Events and related list

5. Cases

1. Custom fields

2. Page layouts and related lists[Open Activities, Emails, Notes and Attachments,

Related Cases, Activity History, Case Comments, Case History],

3. Support Processes,

4. Record Types,

5. Email Templates

6. Case Queues

7. Support Settings

8. Assignment Rules

9. Escalation Rules

10. Workflow Rules

11. Auto-response rules

12. Email-to-Case

6. Analytics

7. Service Cloud Console

1. Service Cloud Console App

2. Primary and Sub-Tabs

3. Highlight panel

4. Interaction Log

8. Surveys (from AppExchange)

Success boost: Sandbox (Change sets, Force.com IDE)

First time creation, directly in Production. Subsequent changes thru test sandboxes

Service Cloud Console

Tab Settings

Primary and Secondary Tab Selection

Highlight Panel

Interaction Log

License needed to use Service Cloud Console

Code Development

Telephony and IVR

Microsoft Exchange

ERP

Custom Code

Code review by above three people.

CTI Adaptor

The CTI Adaptor acts as an intermediary between telephony systems, the Salesforce Call Center

applications, and Salesforce UI

(Use AppExchange to find prebuilt CTI adaptors)

Salesforce CRM Call Center Configuration

Salesforce CRM Call Center needs to be created in Salesforce.

1. Create a Call Center in Salesforce

2. Manage/Add users to call center

3. Update Call Center directory

4. Configure Softphone Layouts

Softphone layout is for screen-pop.

5. Assign Softphone Layouts to Profiles

Alpha Review

Consultant gives demo of case management process to WAG team

Client gets first look at their data in Salesforce

Client provides feedback

Complete the feedback changes before beta review.

Data Preparation

1. Data Cleansing

2. Data Formatting

3. Data Mapping

Test Data Migration

1. Users

2. Accounts

3. Contacts

4. Cases

(Enable Bulk API in the data loader—Success Boost)

Beta Review

i. Validate data migration

ii. Begin testing integrations

iii. Client walks thru their case management processes

iv. Client provides feedback

Test Script Development

i. Test conditions

ii. Actions

iii. Expected results

Validate

End-to-End Testing

1. Reload refined data

2. Prepare test environment for integrations

3. Broader team performs test scripts

4. Multiple iteration of data migration

Go-Live Support Plan (Sadia and Sohan with IT Project Manager)

1. Establish process to report issues

2. Define escalation path.

3. Define the meeting schedule

V. DEPLOY

Above: KTs

Q5. Explain the capabilities, use cases, and how to configure the service entitlements in

Salesforce

Administering Entitlements

AW Computing Overview

1. Needs to respond to more customers and complex issues

2. With fewer resources per customer—less time

Entitlements Overview

Salesforce Entitlements let AW Computing’s call center agents

Define service levels for support

Manage entitlements and service contracts

Verify if customers are eligible for support

Enforce service levels via automated processes.

Entitlement Management Steps

1. Determine Entitlement Model

2. Set up and administer entitlements

3. Automate milestones and entitlement processes

Silver, gold, and Premier Service levels

Service Contract

1. Contract Name and Account are required fields

2. Has Contract Line Item related list

3. Contract Line Item needs a Price Book.

4. Once you have selected the Price Book, it displays all Products on the Price book.

5. Once you have selected Product(s), it asks Quantity and Sale price

Setting up Entitlements

1. Enable Entitlement

2. Add Entitlement fields to Case and Contacts layout (Entitlement name, and Timeline)

3. Add Entitlements and Service Contracts related list to Account, Contact, Asset, Service Contract

layouts

4. Add Entitlements, Service Contracts tab to Call Center application

5. Add Contract Line Items related list to Service Contracts layout

Create Entitlement template for each service level (Silver, Gold, and Premium)

Entitlement Templates related list should be added to Products layout so reps can add templates for

products.

Entitlement Processes

Entitlement Processes are timelines that include all of the milestone steps that your support agents

must complete to resolve a case.

Milestones are required steps agents complete in your support process: Examples—First Response,

Suggested Workaround, and Resolution

Each milestone has Entry and Exit.

Associated with Action

Mile Stone Actions are time-dependent, workflow actions that occur at every milestone. Example

Create a task for the case owner to update a case log.

Three types of Actions:

1. Success Action

2. Warning Action

3. Violation Action

One milestone (First Response Time, Resolution Time, and etc.) can used in many entitlement processes

Not all entitlements require entitlement processes.

Entitlement Processes: Step-by-Step

1. Create Milestones (Set UpCustomizeEntitlement ManagementMilestones

2. Create Entitlement Processes

3. Add Milestones

4. Add Milestone Actions

Entitlement Process Flow Chart

1. Agent Creates a Case from an entitlement

2. Entitlement process, case enters based on a date/time field

3. Milestones with matching criteria are assigned.

4. Milestone actions (Success, Warning, and Violation) fire as needed.

5. Agent updates case to complete a milestone action.

6. Case cycles through process and initiates any milestones that match it’s criteria

7. Case exits the process when it is closed.

Managing Milestones and Entitlement Processes: Demo

1. Create new milestones

2. Create entitlement process

3. Add milestones to the new entitlement process from the detail page.

4. Now, add workflow from milestone detail page

5. If Success Action is complete, don’t do anything

6. For Warning, send an email 10 minutes before the due date.

7. Create violation action

8. Add workflow action for the violation action

9. Now, customize case layout to add some milestone fields (Milestone Status and Milestone Icon)

10. Add Case Milestones related to Case layout

11. Agents will use these fields to access their performance against milestones.

Creating an Entitlememnt: Demo

An Entitlement can be created from Entitlement tab or Assets/Service Contracts detail page.

From Account, Case can be created from Entitlement section of the Account

First step: Set UpCustomizeEntitlementEntitlement Process

Q6. Explain the capabilities and use cases of Visual Workflow (Flows) pertinent to case management

Increase Productivity with Visual Workflow

Agents are not collecting right information

Troubleshoots customer support process

Automatically creates Task

Troubleshooting Customer Support Issues

Benefits for support rep

1. Automates client verification

2. Minimizes manual tasks

3. Decreases call times.

Automatically searches a Contact or creates a new one.

Benefits for Sales rep

1. Enforces business rules

2. Simplifies user experience

3. Increases data quality

Lead capture and conversion

Benefits

1. Reduces checks

2. Increases consistency

3. automates lead conversion

Building a Flow in Cloud Flow Designer

Cloud Flow Designer Elements

Element: An element represents an action in the flow.

1. Step: Servers as a placeholder that you can use to quickly sketch out a flow

2. Screen: Provides a user-facing screen that can be used to collect input or display output.

3. Decisions: Uses conditions to determine where to route users next in the flow.

4. Assignment: changes the value of a variable.

5. Record Create: Creates a new record in Salesforce using values from your flow.

6. Record Update: Updates a set of records in Salesforce using values from your flow.

7. Record Lookup: Finds a record in Salesforce and stores the values from its fields into variables in

your flow.

8. Record Delete: Deletes records from Salesforce that match certain criteria

9. Subflow: References another flow and calls that flow at runtime. Subflows allow you to reduce

the complexity of a flow by reusing other flow.

10. Apex Plugin: Represents a piece of Apex code that you can call from the flow. Apex code allows

you to add complex business logic to the flow, such as converting a lead or sending an email.

Resources

Resources: It allows you to store or manipulate data and use it throughout the flow. You can add a

resource from the Resources tab or when adding a new element.

1. Variables: Allows you to define an updatable value. Variables can be used to set and store

Salesforce data when running the flow. Variables can be modified during execution of the flow.

2. Constant: Allows you to define a fixed value. Constants can be used to set variables and

Salesforce data when running the flow. Constants can’t be modified during the execution of the

flow.

3. Formula: Calculates a value using numeric elements in your flow.

4. Text Template: Allows you to create a formatted text that you want to share across your flow.

5. Choice: Creates an individual choice option that you can reused throughout your flow.

6. Dynamic Choice: Dynamically generates choices from a Salesforce object.

Elements used

Create a Flow: Demo

Automating a process of troubleshooting customer issue

Run the flow from Cloud Flow Designer (Run button at top)

Building Reusable Flows

Creating a reusable Flow: Demo

Create a Flow Version: Demo

Developers can develop a Visualforce page to deploy a flow

Users with the “Run Flows” permission can run flows.

Deploy a Flow: Demo

Flow versions can be activated or deactivated

Modify Contact (Buttons, Links, and Actions) to create a custom button to deploy a Flow

Tonya’s accomplishments

1. Created a flow to automate a business process

2. Deployed a flow using a custom button

C7 Contact Center Analytics 7%

Q1. Given a set of desired metrics, determine the appropriate reporting solution taking into account data sources, data volume, and various contact center technologies

Q2. Give a scenario, evaluate the considerations when designing reports and dashboards to serve different stakeholders (agents, supervisors, managers, executives)

Q3. Given a scenario, recommend appropriate strategies to measure adoption given customer size, implementation design, and required metrics

Q2. Give a scenario, evaluate the considerations when designing reports and dashboards to serve

different stakeholders (agents, supervisors, managers, executives)

Reporting for Call Center Managers

Using Reports for Management Analysis

Reports can help you monitor:

1. Business goals

2. Key performance indicators

3. Short and long-term goals

(How many cases are routed to the right resources the first time?)

A Call Center Manager’s Responsibilities

Does my support team meet its case closing quota?

Monitor the teams’ case performance targets

Train new support agents

Analyze the team’s open case performance data.

Navigate the Reports Page: Demo

Re order reports home page.

View reports list by Views or Type

1. TabularSimple lists

2. SummaryGrouped

3. Matrix-Totals by rows and columns

4. Joinedmultiple object data in one page

Using the Report Options

1. Summarize Information By: let you change data grouping

2. Show picklist: let s you to restrict the data by ownership

3.

Running a Report

1. Andrew performs weekly check-in meetings and review team’s case loads.

Run the Cases Assigned to an Agent Report: Demo

Customize a Standard Report

1. Which product is associated with each case?

2. Which products are generating the most cases?

Customizing a Standard Report: Demo

Why can’t I find the field I want to add to the report on the Fields Panel ?

Record Type determines which fields are available. You need to choose correct record type.

Why am I not able to use a Standard report on a dashboard?

Standard Reports cannot be used on dashboards, so you must create a custom report and save it into

the My Personal Custom Reports folder first.

Why is the Summarize this field option enabled only for some fields and not for others?

The Summarize this Field option is enabled only for numeric and date fields because only these fields

support calculations.

Advanced Filters and Objects

1. The Add feature in the report builder helps you filter the data

2. Field: lists all fields by object. Click Remove link to clear a filter

3. Filter logic: AND, OR, and NOT. By default, the lines are joined with AND

Grouping and Filtering Data

1. What is the status of each case?

2. How many cases have not closed yet?

Charts only for Summary or Matrix Report

Chart Types

1. Bar

2. Line

3. Pie

4. Donut

5. Tunnel

6. Scatter

Why the Add Chart button disabled in the Preview panel?

You are using a tabular report. The option is available with a Summary or Matrix report.

Why doesn’t the picklist for X andor Y value contain the value I want?

You may need to return to the report builder and summarize or group by that field to make that field

visible as an X or Y axis value.

Why does the total on the chart say “Others” instead of display the actual name?

In some charts (e.g, pie, stacked) any slice below 4% of total gets aggregated into an “others” slice.

Why can’t I see the Donut and Funnel type charts?

You must enable the new charting enginge through: Set UpCustomizeReportsUser Interface

Settings.