Creating a ScreenMeet Dashboard within Salesforce
The guide below will assist you in creating reports and dashboards so that you may see data relating to your cases with and without ScreenMeet sessions.
This guide assumes that you have previous experience within the Salesforce platform and are familiar with creating reports and dashboards. These reports and dashboards can be altered/changed based on your organization's needs.
An example of what this dashboard will look like as outlined is attached below.
Prepare the Case object
2.) On the Case object, create a Checkbox field named Resolved_on_First_Contact__c
3.) On the Case object, create a Formula field named Case_Handling_Time__c
Set the Formula Return Type to Number
Set the Decimal Places to 2
Set the Formula calculation to ClosedDate - CreatedDate
4.) On the Case object, create a Picklist field named CSAT_Score__c and add the following values:
1 - Very unsatisfied
2 - Unsatisfied
3 - Neutral
4 - Satisfied
5 - Very satisfied
5.) On the Case object, create a Rollup Summary field named ScreenMeet_Case_Sessions__c with Data Type “Roll-Up Summary (COUNT ScreenMeet Case Session)”
Creating a Custom Report Type
https://help.salesforce.com/s/articleView?id=sf.reports_defining_report_types.htm&type=5
Select Cases as the primary object
Set the label as Cases with or without ScreenMeet Sessions
Store in the category most relevant for your organization
Set the Deployment status to Deployed and click Next
On the following screen, click (Click to relate another object)
Select the junction object ScreenMeet Case Sessions
Set A to B Relationship as “A” records may or may not have related “B” records
Creating the Closed in Last 90 Days report
Report: Cases Closed Last 90 Days
Report Type: Cases (standard)
1.) Create a report of report type “Cases” and add the following columns:
Account Name
Subject
Date/Time Opened
Date/Time Closed
Case Handling Time
ScreenMeet Case Sessions
2.) Create a bucket field “ScreenMeet Bucket” on the field “ScreenMeet Case Sessions”
Create a Range <=0 and label it as “Without ScreenMeet”
Create a Range >0 and label it as “With ScreenMeet”
3.) Group the columns of the report
Group first by Resolved on First Contact
Group second by the bucket field ScreenMeet
4.) Summarize the field Case Handling Time as Summarize - Average
5.) Summarize the field ScreenMeet Case Sessions as Summarize - Sum
6.) Add a chart to the report
Select Display As - Bar chart
Set the Y-Axis to Resolved on First Contact
Add a second grouping to the Y-Axis and set it to the bucket field ScreenMeet
Set the X-Axis to Record Count
7.) Add the following filters to the report
Show Me: All Cases
Date/Time Closed: Last 90 Days
Units: Hours
Closed equals True
8.) Save the report with the name Cases Closed Last 90 Days
Creating the Case and ScreenMeet Session Summary report
1.)Create a report of report type “Cases with or without ScreenMeet Sessions” and add the following columns:
Account Name
Created Date
Closed
Case Handling Time
ScreenMeet Case Sessions
2.) Create a bucket field “ScreenMeet” on the field “ScreenMeet Case Sessions”
Create a Range <=0 and label it as “Without ScreenMeet”
Create a Range >0 and label it as “With ScreenMeet”
3.) Group the columns of the report by the bucket field ScreenMeet
4.)Summarize the field Case Handling Time as Summarize - Average
5.)Summarize the field ScreenMeet Case Sessions as Summarize - Sum
6.) Add a chart to the report
Select Display As - Column chart
Set the X-Axis to ScreenMeet bucket field
Set the Y-Axis to Record Count
Check Show Values
7.) Add the following filters to the report
Show Me: All Cases
Date/Time Closed: Last 90 Days
Resolved on First Contact equals True
8.) Save the report with the name Case and ScreenMeet Session Summary
Creating the Dashboard
1.) Create a new Dashboard with the name ScreenMeet Dashboard - Cases Last 90 Days
2.) Click the Gear icon to open the Properties. Change the Dashboard Grid Size to 9 columns
3.) Add a Component with the following settings
Select the report Cases Closed Last 90 Days
Display As Donut Chart
Value: Average Case Handling Time
Sliced By: ScreenMeet
Display Units: Shortened Number
Show Values: checked
Show Percentages: checked
Combine Small Groups into "Others": checked
Show Total: checked
Decimal Places: Automatic
Sort By: ScreenMeet, descending
Legend Position: Right
Title: Case Average Handling Time
Subtitle: In days, with versus without ScreenMeet
4.) Add a Component with the following settings
Report: Case and ScreenMeet Session Summary
Use chart settings from report: checked
5.) Add a Component with the following settings
Select the report Cases Closed Last 90 Days
Display As: Stacked Horizontal Bar Chart
Y- Axis: CSAT Score
X-Axis: Record Count
Stack By: Resolved on First Contact
Display Units: Shortened Number
X-Axis Range: Automatic
Decimal Places: Automatic
Sort By: CSAT Score descending
Then Sort By: Resolved on First Contact descending
Title: CSAT Score
Legend Position: Right
6.) Add a Component with the following settings
Select the report Cases Closed Last 90 Days
Display As: Stacked Veritcal Bar Chart
X-Axis: Case Owner
Y-Axis: Record Count
Stack By: ScreenMeet
Display Units: Shortened Number
Y-Axis Range: Automatic
Decimal Places: Automatic
Sort By: Case Owner ascending
Then Sort By: ScreenMeet descending
Title: Case Closed by Agent
Legend Position: Right