See AlsoScenario for Service Functionality
You are in charge of the Customer Support division at WorldWaves. You want a weekly breakdown of the Interactions created and resolved by each Customer Service Representative over the past three months, along with details of the Contact associated with each Interaction. You need to generate a Drill Down report by grouping the appropriate data items in the report.
Steps
1. Create a Drill Down report named Interaction Analysis. Select Interaction as the base Object.
2. Select the Customer Support Team to include data from this Team in the report.
3. Select the following Properties to be included in the columns of the report:
◦ Assigned to
◦ Contact
◦ Created
◦ Last resolved at
4. Group the columns titled Contact and Last Resolved at.
5. Specify the Grouping option Last 3 Months with Weeks as interval for the grouped columns.
6. Define a Filter to extract the Interactions created in the last three months.
7. Specify the required report options. Add the report to the Favorites folder.
8. Run the report.
Scenario for Sales Functionality
As the Sales Manager at WorldWaves, you want to generate a report on the status of sales Opportunities being handled by different sales representatives. You want a breakdown of figures for the last two weeks in each region, along with information about the Contacts with whom the representatives have been interacting. You also want details about the Products related to each Opportunity, and their corresponding values in terms of revenue. You need to generate a Drill Down report with Opportunity as the base Object.
Steps
1. Create a Drill Down report with Opportunity as the base Object, and name the report Opportunity Analysis.
2. Specify that data must be included from the Sales Team.
3. Add columns for the following Properties of the Opportunity Object:
◦ Owner
◦ Contact Name
◦ Product Name
◦ Quantity
◦ Amount
4. Select Account as the related Object and add columns with the following Account Properties:
◦ Account name
◦ Address Country
◦ Address State
◦ Address City
◦ Define the following order for the columns:
◦ Country
◦ State
◦ City
◦ Opportunity Owner
◦ Contact name
◦ Account name
◦ Product
◦ Quantity
◦ Amount
5. Group the columns for Address-Country, Address-State, and Address-City.
6. Define a Filter to extract Opportunities created in the last two weeks.
7. Specify the required report options.
8. Run the report.