Jul '25 • 🗣️GENERAL DISCUSSION
(Matrics Report)Salesforce Team Performance Metrics Report
I Built a custom metrics report to track support team performance.
Here's what I did and why:
- Enabled Case History Tracking – to measure resolution and response times
- Created Formula Fields – calculated resolution time in hours
- Built Custom Report Type – focused on key case data
- Grouped by Agent & Priority – to compare workload and urgency
- Added Summaries & Charts – for quick insights
- Created Dashboard – visual performance overview
- Set Up Report Subscriptions – automated weekly updates to stakeholders
Why?To give leadership real-time visibility, improve accountability, and reduce resolution times.
Attached as well are images of the completed work😎
6
4 comments
(Matrics Report)Salesforce Team Performance Metrics Report
skool.com/pathway-to-salesforce
A community to help you transition into tech, master Salesforce skills, and unlock career opportunities with hands-on learning and real-world support.
Leaderboard (30-day)
1
+251
2
+186
3
+109
4
+70
5
+61
Powered by