A CRM case report provides both customer and case information. The customer-related fields appear in Case, Follow-Up, and Attached fields and can be used to filter report data.
Note: The Description field displays only the first 256 characters on reports.
provides three reports by default. You cannot edit these reports.
To run a default CRM Case Report:
Go to Cases tab.
In the header area, click Report link.
The displays the Case Reports page.
To create a new CRM Case Report:
In the Case Reports page, click New Report link.
The Agent Console walks you through the three step report wizard.
In the Case Report Wizard, Step 1 of 3:
The Agent Console displays the second of three Reports Wizard pages.
In the Case Report Wizard, Step 2 of 3, for each customer and case field you chose in step 1 of the Case Report Wizard (Figure 77), create optional filtering statements.
The Agent Console displays the third of three Reports Wizard pages.
In the Step 3, choose the primary and secondary report fields the Agent Console uses to order the data contained in the case report, then choose the two fields' sort order.
Produce and save the report. Perform one of the following:
If the agent computer has Microsoft Excel installed, to produce the report in the agent computer's Microsoft Excel program without saving the report configuration, click Run in Excel.
After the Agent Console produces the report in Excel, in the Case Report Wizard click Save to save the report configuration.
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