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Create KCS Reports in Salesforce Service Cloud

Set up a dashboard to monitor KCS metrics in Salesforce Service Cloud.

Prerequisites

Understand the Data Model

Expert stores information as custom objects in Salesforce. 

  • Cases are a standard Salesforce object.
  • Expert Articles are a custom object installed by the Expert Touchpoint integration. They store information such as the article title and URL. If a new article is published from a case, the Parent_Case field shows the case that generated the article. If an existing article is simply linked to a case, the Parent_Case will be empty.
  • Expert Related Articles is a many-to-many relationship between cases and Expert articles (one case can have many articles, and one article can be linked to many cases).

When creating a report, your primary object might be the case (to find all its associated articles), an Expert article (to find all its associated cases) or even a user (to find the Expert related articles they have created).

Create a New Report

  1. In Service Cloud, click the drop-down menu to access the Reports tab, and click New Report.
    New_Report.png
  2. All Expert reports are in the Customer Support Reports section. Because we want to focus on Cases, select Cases and Expert Related Articles.
    Report_Type.png
  3. You are now in the report editor. Make sure the report has the data range you need (this quarter, all time, etc.), and select the Summary view:
    Summary_view.png 
  4. We want to group first by Case Number, then the Related Articles underneath. Drag Case Number into the summary table as the primary field, with Expert Related Article ID underneath. If the groups get put in the wrong order, click the drop-down menu and select Move group up.
    Case_Grouping.png
  5. Click Run Report to verify the data is correct. We suggest sorting by Record Count, descending:
    Record_Count_Sorting.png
  6. If this report looks correct, click Save As and give the report a name, such as "Cases - Number of Articles."
  7. Under the Reports tab, click New Dashboard to open the dashboard editor.
  8. From the left pane, drag the report ("Cases - Number of Articles") into the Dashboard as a data source.
    Dashboard__-_Console.png  
  9. Switch over to the Components tab and drag the horizontal bar chart onto the data source.
    Dashboard_Bar_Chart.png
  10. The report will populate the data. Click the wrench icon to change the settings to sort by Value, descending.
    Dashboard_details.png
  11. Save your dashboard and give it a name. You can now run the dashboard to see the results:
    Sample_Dashboard_In_Action.png

Report Example

Expert for Salesforce Service Cloud allows you to create new articles from within the integration. You may, for example show reports in a dashboard that display articles that were created from cases and articles that were created by a specific user.

Get creative

Experiment with other report types:

  • Usage by agent. Group by user, then number of Expert related articles.
  • Most popular articles. Group by Expert related articles, then number of cases .
  • Use formula fields to have reports on various tracked KCS metrics.
Include articles created by cases

Create a tabular report:

  • Group by Expert Article: Parent_Case.
  • Next, drag in the field you'd like to see, such as Expert Article: Title.
  • Add a filter to hide Expert Articles without a Parent_Case.

Cases_that_created_articles_-_Console.png 

Include articles created by a user
  • Create a tabular report.
  • First, group by Expert Article: Created By: Full Name.
  • Next, add a filter to hide articles where the Parent Case: Case Number is not empty.

Salesforce reports appear to have bugs with the filter, where blank rows may still appear. Adding the filter does remove some of the blank rows, however.

MindTouch_Articles_Created_by_User_-_Console.png
 

Add the reports to your dashboard

Add the reports as data sources to your dashboard. Create two bar charts and drag in the data sources above:

Reports_-_Console.png

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