In this Salesforce tutorial, we are going to learn about creating an Open Cases By Owner report in Salesforce. We are going to discuss the process of creating an Open case report by owner in Salesforce Lightning and Classic editions.
Open Cases By Owner report in Salesforce
In Salesforce the support and sales service operations are differentiated in two terms i.e. Open case and Closed case. An Open Case in Salesforce refers to a support or service case that is currently active and has not yet been resolved. By creating a report for these open cases the organization can track and manage customer support or service cases based on the ownership of those cases.
While working as a System admin for an organization that uses Salesforce as their CRM tool. I was once asked to create an Open Cases By Owner report so that the company could track the records for the cases that are open at the moment and also they can analyze the performance of their support team to ensure efficient case handling. So, I decided to create an Open Case by owner report.
In the below steps, I will explain to you the method of creating an Open Case by Owner Report in Salesforce Lightning and Classic editions.
Create an Open Cases by Owner Report in Salesforce Lightning
To Create an Open Case Report in Salesforce Lightning, navigate to the setup page of Salesforce Lightning and follow the steps below.
Step-1: On the Setup page of Salesforce Lightning click on the App Launcher and in the search bar, search for sales then under the heading Apps select the option Sales.
Step-2: Now we are in the Sales app of the org. and here click on the Reports tab.
Step-3: In the Reports window, click on the New Report button to create an open case report.
Step-4 In this step, we will select the Report type to Create an Open cases report. In the Category section on the left-hand side choose All and in the Report Type search bar search for cases then under the heading Report type name select Cases.
After selecting Category and report type, go to the right side of the screen and click on the Start Report button.
As we click on the Start Report button, a report table will be created. Now we will apply filters to this report.
Step-5: To apply filters to the report, click on the Filters tab on the right sidebar. In order to show an open opportunity we need to add a filter here to do that search open in the Add filter search bar and from options in the dropdown select Open that is under the heading Case Section.
Set the filter Open as True and click on the Apply button.
Step-6: After adding filters to the report click on the Outline tab, go to the section column, and drag the column Case Owner to the Groups Rows section to make this column a a group row.
Step-7: Now we can see that the report table is displaying records of the open cases by owner. To save this report click on the Save & Run button.
Step-8: As we click on Save & Run a pop-up screen will appear where need to enter the required details to save & run this report.
- In the Report Name field, enter the name for the open case report. For example, I have entered the report name as Sales Open Cases.
- As we click on the field Report Unique Name field, it will auto-fill according to the Report name we have entered.
- In the Folder field, select the folder as Public Reports so that this report will be visible to all users.
- Click on the Save button after entering the above fields.
as we click on the Save button the created report for Open Cases By Owner will run in another window as shown in the below picture.
Now we have successfully created an Open Cases by Owner report in Salesforce Lightning.
Create an Open Cases by Owner Report in Salesforce Classic
To create an Open Case by Owner Report in the Classic edition of Salesforce, navigate to the Home Page of Salesforce Classic and follow the steps below.
Step-1: On the Home page of Salesforce Classic, click on the Reports tab.
Step-2: In the Reports and Dashboards window click on the New Report button in order to create a report for Open cases by Owner in classic.
Step-3: In this step, we will select the report type for the Open Case report and to do click for click on the Quick Find search bar, and search for Cases, then from the options select Cases under the heading Customer Support Reports.
After this click on the Create button.
Step-4: As we click on the Create button a report table will be created and in this step, we will add filters to this report.
In the Filters section click on the Add button, select Open as new filter field, and click on the OK button.
Step-5: In the report table click on the dropdown Tabular format and select the Summary format so that we can add a group row to this report table.
Step-6: Now I have added Case Owner as a group column and the report is displaying the records of open cases by owner. Now click on the Save button to Save and Run this report.
Step-7:
As we click on Save and Run Report the saved report will run in the next window displaying open cases by the owner records as shown in the picture below.
Now we have successfully created an open cases by owner report in Salesforce Classic.
Conclusion
In this Salesforce tutorial, we have learned about creating Open Cases by owner report in the Salesforce Lightning and Classic editions with the help of the examples above along with this we also learned about the Open case by owner report and with the help of scenario explained above we came to know about the need to create Open Case by Owner Report.
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I am Bijay Kumar, the founder of SalesforceFAQs.com. Having over 10 years of experience working in salesforce technologies for clients across the world (Canada, Australia, United States, United Kingdom, New Zealand, etc.). I am a certified salesforce administrator and expert with experience in developing salesforce applications and projects. My goal is to make it easy for people to learn and use salesforce technologies by providing simple and easy-to-understand solutions. Check out the complete profile on About us.
