Webinar reviewing the latest features in Reports and Dashboards and learn how to build reports to power a full service dashboard! We cover topics like bucketing, cross filters, and conditional formatting.

1. Mastering the Lightning Report Builder
Service Dashboard

2. Today’s Speakers
Liz Skaates
Sr. Product Manager
Salesforce
@LizSkaates
Marc Baizman
Admin Evangelist
Salesforce
@mbaizman

3. This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertainties materialize or if any
of the assumptions proves incorrect, the results of salesforce.com, inc. could differ materially from the results expressed or implied by the forward-looking
statements we make. All statements other than statements of historical fact could be deemed forward-looking, including any projections of product or
service availability, subscriber growth, earnings, revenues, or other financial items and any statements regarding strategies or plans of management for
future operations, statements of belief, any statements concerning new, planned, or upgraded services or technology developments and customer contracts
or use of our services.
The risks and uncertainties referred to above include – but are not limited to – risks associated with developing and delivering new functionality for our
service, new products and services, our new business model, our past operating losses, possible fluctuations in our operating results and rate of growth,
interruptions or delays in our Web hosting, breach of our security measures, the outcome of any litigation, risks associated with completed and any possible
mergers and acquisitions, the immature market in which we operate, our relatively limited operating history, our ability to expand, retain, and motivate our
employees and manage our growth, new releases of our service and successful customer deployment, our limited history reselling non-salesforce.com
products, and utilization and selling to larger enterprise customers. Further information on potential factors that could affect the financial results of
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recent fiscal quarter. These documents and others containing important disclosures are available on the SEC Filings section of the Investor Information
section of our Web site.
Any unreleased services or features referenced in this or other presentations, press releases or public statements are not currently available and may not be
delivered on time or at all. Customers who purchase our services should make the purchase decisions based upon features that are currently available.
Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements.
Statement under the Private Securities Litigation Reform Act of 1995
Forward-Looking Statement

4. Connect with Us!
Salesforce Admins
@SalesforceAdmns
#AwesomeAdmin
admin.salesforce.com
Salesforce Admins
Salesforce Admins

5. Watch the Recording
The video will be posted to YouTube
& the webinar recap page:
bit.ly/LightningReportBuilderService
This webinar is being recorded!

6. Join the Admin Webinar Group for Q&A!
Don’t wait until the end to ask your
question!
• We have team members on hand to answer
questions in the webinar group.
Stick around for live Q&A at the end!
• Speakers will tackle more questions at the end,
time-allowing
bit.ly/AdminWebinarGroup

7. Build Service Reports
Bucket Columns
Build One Dashboard To Rule Them All
Conditional Formatting
Dashboard Filters
Live Demo
Resources
Q&A
Today’s Agenda

8. Build Reports

9. SwagCo produces custom plush toys and use Salesforce to manage customer service. Marc
and Liz are working together to gain insights on service.
Scenario: SwagCo Has Questions About Its Service
Liz
Salesforce Admin
Marc
Service Manager
Marc needs to answer these key questions:
1. How many cases were closed this month?
2. What is our average customer satisfaction score?
3. How long does it take for us to resolve cases
by each support channel?
4. What is the current workload for our
support agents?

10. Zero In On The Relevant Data
Format Data / Organize Into Groups
Calculate Metrics Per Group
Add Chart(s) For Visualization
Four Steps To Getting The Answers You Need
1
2
3
4

11. Zero In On The Relevant Data
Step #1

12. Which Records Are Relevant?1
Closed Date = This Month
FILTERS
Case Owner, Age, CSAT, Opened Date, Closed Date
DISPLAY COLUMNS
Case
REPORT TYPE
BUSINESS QUESTIONS
1. How many cases were closed this month?
2. What is our average customer satisfaction score?
3. How long does it take for us to resolve cases (by
channel)?
Report #1: Cases Closed This Month

13. Which Records Are Relevant?1
Closed = False
FILTERS
Case Owner, Status, Priority, Escalated, Age
DISPLAY COLUMNS
Case
REPORT TYPE
BUSINESS QUESTIONS
4. What is the current workload for our agents?
Report #2: Cases Currently Open

14. Format Report and Create
Groupings To Calculate Metrics
Step #2

15. Which Formats Best Answer These Questions?2
Group Records Based On Calculations Needed
BUSINESS QUESTIONS FORMAT
1. How many cases were closed this month?
MATRIX:
• Rows grouped by Case Owner
• Columns grouped by Case Channel
2. What is our average customer satisfaction
score?
3. How long does it take for us to resolve cases (by
channel)?
4. What is the current workload for our agents? SUMMARY:
• Rows grouped by Case Owner

16. Report #1: Cases Closed This Month2
Matrix Format Shows Breakdowns By Case Owner and Case Origin

17. Bucketing lets you segment your report data
on the fly by defining a set of categories, or
“buckets,” to sort, group, or filter the
records.
• Choose a field to “bucket”
• Create your buckets
• Decide what to do with “unbucketed”
values
• Add the field to your report
Key Concept: Bucket Columns

18. Report #1: Cases Closed This Month2
Bucket Column Maps Case Origin Values to Channels

19. Report #1 (Bucketed): Cases Closed This Month2
Matrix Format Shows Breakdowns by Case Owner and Case Channel

20. Report #2: Cases Currently Open2
Summary Format Shows Workload By Case Owner

21. Calculate Metrics Per Group
Step #3

22. 3
BUSINESS QUESTION CALCULATION FUNCTION
How many cases were closed this month? Count the # of records RowCount
What is our average customer satisfaction
score?
Average the values in the CSAT
field
CSAT:AVG
How long does it take for us to resolve cases
(by channel)?
Average the values in the Age
field per Channel
Age:AVG, Age:MAX
What is the current workload for our
agents?
Count the # of records per
Case Owner
RowCount
Calculate Metrics Per Group
Count, Sum, Avg, Min, Max, Custom Summary Formula

23. Summarize Fields
CSAT: AVG, Age:AVG, Age:MAX
3

24. Add Charts For Visualization
Step #4

25. Conditional formatting can help you
draw users’ attention by dynamically
highlighting specific information in
tables, charts, and number widgets.
• Create a Table Dashboard
Component
• Add a numerical field
• Check “Add Conditional Highlighting”
• Choose your colors and ranges
Key Concept: Conditional Formatting

26. Dashboard filters make it easy to provide
different combinations of data from a single
dashboard. You don’t need separate dashboards
for different sets of users — give each group a
filter that makes sense for them.
• Choose filter field(s): “Owner”, “Fiscal Year”,
etc.
• Create the filter and select Filter Values
• Add filter to the dashboard
• Note: limit of 3 filters per dashboard
Key Concept: Dashboard Filters

27. One Dashboard To Rule Them All4
Monitor overall team productivity

28. One Dashboard To Rule Them All4
Zero in on individual agent performance

29. Demo Time!

30. Zeroed in on CASES that were CLOSED THIS MONTH or are OPEN
Mapped Case Origin to Channel and Grouped by CASE OWNER
Calculated AVERAGE CSAT score and MAXIMUM and AVERAGE Age
Added metric, gauge, and bar CHARTS and Lightning TABLE to Dashboard
By Following These Four Steps…
1
2
3
4

31. We Found The Answers We Need
Our customers are generally happy
with our level of service.
We are handling our Case volume
pretty well.
We resolve phone Cases pretty fast,
but it takes a lot longer to resolve
Cases submitted via Email.
I know how well each of my team
members are doing with their
workload.

32. Summer ‘19
Coming Soon!
Reports Dashboards
Create/Edit Historical Tracking Reports
Conditional Formatting (GA)
Row Level Formulas (Beta)
Lightning Report Notifications
Joined Reports - Formatted Export
Dashboard Tables Subtotals
Filtering on inactive picklist values
Scheduled Dashboard Refresh

33. Resources
Trailhead Badges & Superbadges Help and Training
Salesforce Analytics
Overview Help Article
bit.ly/SalesforceAnalytic
sOverview
Webinars
Master the New
Lightning Report Builder
(Sales Dashboard)
bit.ly/LightningReport
Builder
Lightning Reports and
Dashboards Module
Reports and Dashboards
Specialist Superbadge
Build Advanced Analytics
Dashboards Project

34. Q&A
bit.ly/AdminWebinarGroup
Slides
Bit.ly/LightningReportBuilder
Service
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