05 - Reports, Dashboards, Sales/Service Apps¶

Reports¶

Report types¶

A Report Type defines:

• The primary object (e.g., Opportunity)
• Related objects (joined via standard relationships)
• Available fields

Report Types are templates; Reports are instances.

Standard Report Types¶

Salesforce provides hundreds based on standard objects + relationships. E.g., "Opportunities with Products," "Cases with Contacts."

Custom Report Types¶

Create your own when you need:

• Custom relationships included in reporting
• A "with or without" relationship (left outer join)
• Specific available fields filtered

Setup → Report Types → New Custom Report Type. Specify primary object + related (mandatory, optional, exclude when no related). Define which fields are reportable.

Report formats¶

Report features¶

• Filters - field criteria, logic (AND/OR/NOT), date ranges
• Cross filters - "Accounts WITH/WITHOUT Opportunities matching..."
• Bucket fields - on-the-fly grouping (e.g., bucket Amount into Small/Medium/Large)
• Formula fields - row-level or summary-level calculations
• Conditional highlighting - color cells based on values
• Charts - bar, line, pie, donut, funnel, scatter
• Subscriptions - email a report on schedule
• Folder permissions - share / restrict reports

Limits¶

• 2,000 rows displayed in browser (export shows more)
• 20,000 rows for export from Lightning
• Complex reports may hit governor limits

Dashboards¶

Components¶

• Chart - bar, column, line, pie, donut, funnel, scatter, gauge, metric, table
• Visual Filters - filter dashboard by clicking a component (Lightning)
• Dynamic Dashboards - run as the logged-in user (limited per edition)

Source data¶

Each component sources from a single Report. Update the Report = update the dashboard component.

Refresh¶

• Manual refresh
• Scheduled refresh (daily, weekly)
• Subscribe (email when refreshed)

Limits¶

• 12 components per dashboard (most editions)
• 25 in Lightning Experience
• Up to 10 dynamic dashboards per org (Enterprise)

Folders and access¶

• Public Dashboards folder - shared with everyone
• Custom folders - shared with users / roles / public groups
• "Run as" setting controls whose data the components query

Sales Cloud highlights¶

Lead lifecycle¶

Lead created (web-to-lead, manual, import)
    ↓
Lead worked / qualified
    ↓
Convert
    ├─ Account (existing or new)
    ├─ Contact (existing or new)
    └─ Opportunity (optional)

Web-to-Lead¶

• Setup → Web-to-Lead - generate HTML form
• Auto-create Lead from form submission
• Daily limit: 500 leads/day standard, 5,000 with Premier

Auto-Response Rules¶

When a Lead is created, send acknowledgment email based on criteria.

Assignment Rules¶

Auto-assign Leads or Cases based on criteria. First matching rule entry wins.

Sales Process¶

A specific set of Stage values for a Record Type's Opportunity. Allows different sales motions.

Path¶

Visual progress indicator on the record page. Show the steps, key field guidance per stage, success guidance.

Forecasting¶

Track sales pipeline aggregates. Two flavors:

• Collaborative Forecasts - managers commit / adjust forecasts
• Customizable Forecasting (legacy) - more rigid

Products and Pricebooks¶

• Product = thing you sell
• Pricebook = price list (Standard Pricebook required + custom pricebooks per market/segment)
• Pricebook Entry = Product + Pricebook + Price

Quotes and Orders¶

Generate quotes from Opportunities; convert to orders. Standard objects with built-in PDFs.

Campaign Management¶

• Campaign - marketing initiative
• Campaign Member - link Lead/Contact to Campaign with Status (e.g., Sent, Responded)
• Campaign Influence - track multi-touch campaign attribution

Service Cloud highlights¶

Case lifecycle¶

Case created (Email-to-Case, Web-to-Case, Self-Service portal, agent manual, integration)
    ↓
Routed (Assignment Rules, Omni-Channel)
    ↓
Worked by agent (Service Console)
    ↓
Resolved or escalated
    ↓
Closed

Email-to-Case¶

• Setup → Email-to-Case
• Forward emails from a custom address (support@example.com) into Salesforce
• On-Demand Email-to-Case - simpler, hosted by Salesforce
• Email-to-Case (regular) - requires email service installed on local mail server (legacy)

Web-to-Case¶

• HTML form generator like Web-to-Lead
• Auto-create Case from form submission
• 500/day standard

Auto-Response Rules¶

Send acknowledgment email when Case is created.

Assignment Rules¶

Route Cases to queue or owner based on criteria.

Escalation Rules¶

Auto-escalate Cases based on age, priority, or other criteria. Action: notify, reassign, change owner.

Service Console¶

Multi-record agent UI:

• Tabbed workspace (one tab = one open record)
• Sub-tabs for related records
• Macros to automate repetitive actions
• Knowledge component (search and insert articles into responses)
• Omni-Channel widget for incoming work routing

Omni-Channel¶

• Routes work (Cases, Chats, Phone Calls, custom objects) to agents
• Routing: Most Available, Least Active, External Routing
• Capacity model: each work item has a "weight"; agent has a "capacity"
• Service Channels define what's routed

Knowledge¶

• Articles for self-service and agent reference
• Versioning, translations, data categories
• Article types (legacy Classic) → unified Knowledge in Lightning

Entitlements and Milestones¶

• Entitlement - SLA (e.g., gold customer: 4-hour first response)
• Milestone - measurable step within entitlement (response time, resolution time)
• Entitlement Process - defined milestones with timer

Apps¶

Lightning Apps¶

Bundles of:

• Tabs (objects + custom tabs)
• Utility bar items
• App branding
• Profile assignments

Examples: Sales (default), Service Console, Marketing, custom apps.

App Manager¶

Setup → App Manager. Create/edit/clone apps.

AppExchange¶

Microsoft of Salesforce add-ons. Install managed packages from AppExchange. Free and paid.

Common exam triggers¶

• "Show open Opportunities by Region by Quarter" → Matrix Report
• "Report on Accounts WITHOUT recent Activity" → Custom Report Type with optional Activity + cross filter
• "Group revenue into Small/Medium/Large bands" → Bucket Field
• "Email a weekly sales report to the team" → Subscription
• "Manager wants to see their team's data without creating per-rep dashboards" → Dynamic Dashboard with "Run as logged-in user"
• "Lead from website automatically creates Salesforce record" → Web-to-Lead
• "Auto-route high-priority cases to Tier 2 queue" → Assignment Rule
• "Escalate case if not resolved in 8 hours" → Escalation Rule (or Entitlement Process with Milestone)
• "Visual progress steps on Lead page" → Path
• "Multi-tab agent UI for case work" → Service Console (with Omni-Channel for routing)
• "SLA tracking on Cases" → Entitlement Process with Milestones
• "Track marketing campaign multi-touch attribution" → Campaign Influence
• "Different stages for B2B vs B2C Opportunity" → Two Sales Processes + two Record Types