LESSON 1.4 · ABOUT 20 MINUTES
Reports that answer operational questions
Choose the records and grouping needed for a useful support report.
By the end of this lesson
- Define a report question and its record population.
- Explain how report types, filters, and access affect results.
Define the measure
Start with a precise question, such as: how many open Cases does each queue own now? Define open, identify the owner field, and decide whether all Cases or a subset belong in the report.
Choose a report type
A report type controls the objects and relationships available. Relationship choices can exclude records without children. Filters further narrow the population; grouping summarizes it.
Validate the result
Compare a small set of known records against the report. Check date filters, closed-status filters, and access. Dashboard visibility depends on its running-user configuration, so verify who sees which data.
Worked example
A report shows fewer open Cases than expected. What should you check first?
Check the report type and filters, then the viewer’s record access. Use a few known Cases to isolate which condition excludes them. Do not assume the data is missing.
Continue with the official resource: Trailhead: Reports and Dashboards