|Posted: 2016-09-13 12:06|
This forum post will run through how to display a report on a new tab in your Case records to show previous cases for the employer of the Primary Contact. The screenshot below shows an example of how it would appear within Cases:
What are Cases used for?
Cases can be used for multiple purposes in Workbooks. For example:
Why should I make this change?
Adding a tab to Cases to show previous Cases for the same company has many advantages, such as:
How do I make this change?
The steps below run through how to create a report and display it as a tab on Cases.
Step 1: Create a report based on Cases
Navigate to Start > New > Report > Create a new blank report > Cases
Step 2: Add the columns that are relevant to you
On the Details tab add the columns that are the most relevant and contain important information. If you use Cases for Support, you may find the following columns useful:
To be able to constrain this report by Contact employer name, you’ll need to add the appropriate column. Drill through to ‘Contact employer’ to get the name of the Organisations, as shown below.
It may be useful to sort Cases in a descending order, so that most recent Cases appear at the top. To do that, right-click on the ‘Created at’ column and select ‘Sort descending'.
Step 3: Add criteria to restrict your results
You may want to restrict your results to the specific type of Cases. In this example, we chose to display only Support Call Cases. We’ve restricted results by adding a criterion that says ‘Type is Support Call’ as shown below.
Step 4: Display as a tab on Case records
Once you’ve created a report, you can then display it as a tab on Case records. To achieve that, you need to:
You may want to be able to see the full report on Case records or only relevant Cases. For example, only display those Cases that were raised by employees of the same Organisation. It’s possible to constrain report contents by a specific field as shown below.
If you add a constraint that says ‘Id doesn’t equal Id’, this means that the case that you’re currently looking at will be excluded from the report.
NOTE: It’s not possible to constrain the report by native Case picklists, like Product Category, Type, Status, Source or Priority.
Step 5: Amend the position of the tab (if required)
The will appear as a tab on a default form layout, but you may want to amend which form layouts this field should appear on and the position of the tab itself. If the tab will be used very often, you may want to move it towards the middle and display it after emails as shown below.
You now have a report that is easily accessible via a tab on Cases. If you have a lot of records, you can apply filters to your Similar Cases tab and narrow down your search results.
How else could I use this?
Adding a tab to a record template doesn't only apply to Cases, in-fact you can use this concept in lots of other ways, including on: