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Calculate Agent Caseload Utilization % in Salesforce

Problem:

An easy way to view agent case load utilization % is needed so that business decisions can be made on case reassignment or additional resources needed.

Solution:

Implement a custom field on the User object to store the case load for each User.  This should be the number of cases expected to be assigned to that user over the same time period of the rollup.  Use Rollup Helper to roll up the number of open Cases to the User and use a formula field to determine the utilization percentage.

Create 3 fields on User:

  • Number:  Expected Case Load This Month
  • Number:  Actual Case Load This Month
  • Formula:  Percent Utilization
    • Formula Return Type:  Percent
    • Actual_ Case_Load_This_Month__c  /  Expected_Case_Load_This_Month__c

Create a rollup with Rollup Helper calculating the number of Open Cases this month:

  1. Select Destination Object:  User

  2. Select Target Field:  Actual Case Load This Month

  3. Select Source Field:

    1. Select Child Object:  Case

    2. Select Relationship Field:  Owner ID - Case.OwnerId

    3. Which field on Case?

      1. Deleted

      2. Select Type:  Count

  4. Create New Filter:

    1. Step 1. Enter Filter Name

      1. Open This Month

      2. Limit to should be blank

    2. Step 2. Specify Sort Order (skip this step, sorting not required)

    3. Step 3. Specify Filter Criteria

      1. Deleted = False (default)

      2. Closed != True

      3. Created Date >= This Month

  5. Save the filter.

  6. Save and Run the rollup.

For further assistance with this use case, schedule a one-on-one demo.

Have any other utilization ideas this use case could be adapted for?  Please post in the comment section below.

 

Last Task Completed Subject on Contact with Hyperlink

Problem:

To increase sales productivity, I want to see the last task's subject on contact records as well as a hyperlink so it can be used in contact list views and reports.

Solution:

Create 3 Fields on Contact:

  1. Text Field:  Last Task Completed

  2. Text Field:  Last Task Completed ID

  3. URL Field:  Last Task Completed Link

 

Rollup the Subject of the last task completed.

 

  1. Select Destination Object:  Contact

  2. Select Target Field:  Last Task Completed

  3. Select Source Field

    1. Which Object:  Task

    2. Select Relationship:  Name ID-Task.WhoId

    3. Which Field:  Subject

    4. Select Type:  Text

  4. Create New Filter (Most Recent Completed)

    1. Step 1) Enter Filter Name, Limit to 1 Record

    2. Step 2) Specify Sort Order

      1. Due Date Only

      2. Descending Order

    3. Step 3) Specify Filter Criteria

      1. isDeleted = false (default)

      2. Status = Completed

  5. Save and Run the rollup.

 

Rollup the ID of the last task completed.

 

  1. Select Destination Object:  Contact

  2. Select Target Field:  Last Task Completed ID

  3. Select Source Field

    1. Which Object:  Task

    2. Select Relationship:  Name ID-Task.WhoId

    3. Which Field:  Activity ID

    4. Select Type:  Text

  4. Select Filter:  Most Recent Completed

  5. Save and Run the rollup.

 

Workflow Field Update for Last Task Completed Link (Setup>Create>Workflow & Approvals>Workflow Rules>New Rule)

 

  1. Object:  Contact

  2. Rule Name:  Last Task URL

  3. Evaluation Criteria:  created, and every time it’s edited

  4. Rule Criteria:  Contact: Last Task not equal to Null

  5. Immediate Workflow Action:  Field Update (Last Task Completed Link)

    1. Name:  Task URL

    2. Unique Name:  Task_URL

    3. Re-evaluate Workflow Rules after Field Change = True

  6. Specify New Field Value

    1. Use a formula to set the new value

      1. 'https://slightning1-dev-ed.my.salesforce.com/' + Task_ID__c (Use the URL from your org.)

 

Create new Contact Reports and List Views.  You can customize your report and list views in any desired manner.

 

For further assistance with this use case or to learn more about Rollup Helper, please schedule a One on One Demo.

 

Rollup Helper for FinancialForce

Rollup Helper was recently recommended by Top Step Consulting in their webinar on FinancialForce 3rd Party Integration Add-ons (4:37).  Some of the ideas that were presented:

  • Time Card Information to Project

    • Detailed Time Card Calculations Filtered by Time Card Type

    • Detailed Time Card Calculations Based on Formulas

  • Milestone Information to Project

    • Track Units

    • Track Costs

    • Track Billable Amounts

  • PSA (Professional Services Automation) Estimates Versus Actuals

    • Future Schedules from Est. Vs Actuals through Assignment to Project

    • Future Costs from Est. Vs Actuals through Assignment to Project

    • Future Revenue from Est. Vs Actuals through Assignment to Project

In addition to these great ideas, Hierarchy, Text, Average, Cross Object and Rolling Date Based rollups as well as rolling up from a formula field or to a lookup field can be achieved with Rollup Helper.  Rollup Helper results can also be used in Validation Rules, Workflow Rules and Formula Fields providing real time actionable data that can be used to drive your business processes.

Schedule a One on One Demo to learn more about Rollup Helper capabilities for specific use cases.

 

Number of Call Attempts to get a Discussion and Filtered Sorted List View for Reps

Problem:

As a Sales Manager, I need to know how many outbound call attempts it takes to achieve a discussion.  Additionally, so that my reps are more productive, I need a filtered list view of the prospects that they should call that includes the results from previous calls.

Solution:  

Use Rollup Helper to count the number of calls except those that resulted in a discussion and to rollup the Call Results.  In order to have the count stop once a discussion is achieved, we will also need to use a workflow field update.

List View - Contact Attempts.PNG
  1. Create a custom picklist field on Task (Call Result).  Example Values:

    1. No Answer

    2. Wrong Number

    3. Disconnected Number

    4. Left Voicemail

    5. Left Message

    6. Answer and Discussion

  2. Create a text area field on Contact (Call Results)

  3. Create a formula (checkbox) field on Contact (Answer and Discussion)

    1. CONTAINS(Call_Results__c, 'Answer and Discussion')

  4. Create a number field on Contact (Number of Calls)

  5. Create a number field on Contact (Number of Calls to Get Discussion)

  6. Create a Count Rollup

    1. Rollup Helper Step 1) Select Contact as the Object you would like to roll up to.

    2. Rollup Helper Step 2) Select “Number of Calls” as the field you would like to update.

    3. Rollup Helper Step 3)

      1. Select Task as the Child Object with Name ID-Task.WhoId as the relationship.

      2. Select Deleted as the field on Task to use as a source.

      3. Select Count

    4. Add a New Custom Filter (Completed Calls, No Discussion)

      1. Leave the Limit to box blank.

      2. No sort order necessary

      3. Specify Filter Criteria

        1. Keep isDeleted = False

        2. Status = Completed

        3. Type = Call

        4. Call Result != Answer and Discussion (be sure to use your custom picklist field, not the standard one)

    5. Save and Run the rollup (If you have Premium Edition, Task is already enabled for real time.  If not, schedule the rollup.)

  7. Create a Text Rollup.

    1. Rollup Helper Step 1) Select Contact as the Object you would like to roll up to.

    2. Rollup Helper Step 2) Select “Call Results” as the field you would like to update.

    3. Rollup Helper Step 3)

      1. Select Task as the Child Object with Name ID-Task.WhoId as the relationship.

      2. Select Call Result (your custom one, not the standard) as the field on Task to use as a source for the rollup.

      3. Select Text Separated By and New Line

    4. Save and Run the rollup (If you have Premium Edition, Task is already enabled for real time.  If not, schedule the rollup.)

  8. Create a Workflow Rule (Number of Calls to Obtain Discussion)

    1. Object:  Contact

    2. Evaluation Criteria:  created, and every time it's edited

    3. Rule Criteria:  Run the rule if the formula evaluates to true:

      1. Answer_and_Discussion__c  <> True

    4. Immediate Workflow Action (Update “Number of Calls to Get Discussion”)

      1. Specify New Field Value: Use a formula to set the new value.

        1. Number_of_Calls__c

    5. Save

  9. Optional List View

    1. Enter View Name (Attempted Contact No Discussion)

    2. Specify Filter Criteria:  Answer and Discussion = False

    3. Select Fields to Display

      1. Add “Number of Calls”

      2. Add “Call Results” (This should be the results of your Rollup Helper Text rollup.

    4. Restrict Visibility

      1. Select desired visibility.

    5. Save

Populate a Date Field on Case with the Date of the Most Recent Task for Order Sent

As an operations manager, I want to be able to easily see the date of the most recent task with a specific subject (Order Sent) that has been completed on a Case.

 

  1. Create a custom date field on Case (Order Sent)

  2. Create a rollup

    1. Rollup Helper Step 1) Select Case as the object to roll up to.

    2. Rollup Helper Step 2) Select the field on Case that you would like to update (Order Sent).

    3. Rollup Helper Step 3)    

      1. Select Task as the child object with the Task.WhatId for the relationship.

      2. Select Due Date Only as the field to use as a source for your rollup

      3. Select Type:  Maximum

  3. Create a filter

    1. Filter Step 1)  Keep the “Limit to” 1 record.

    2. Filter Step 2)  Keep the Sort order on Descending for Due Date Only

    3. Filter Step 3)

      1. Subject contains Order Sent

      2. Status equals Completed

  4. Save the filter

  5. Save and Run the rollup!

Count the number of tasks on an open case

Count the number of tasks on an open case

In Salesforce, maximizing efficiency and productivity is the name of the game. If you can't see or find your information exactly where you would like to, this limits company performance. 

Create Sales Rep Opportunity Follow-Up Reports With Nearest Open Task

A success community member needed to create a simple tabular report showing just one open task per opportunity. This can be achieved by Rollup Helper. Such a solution allows for key details from the open task to be displayed at the opportunity, so that no custom report types need to be created or so that a simple opportunity list can be created for each sales rep that shows them their follow-up list of opportunity-related tasks. I thought this was a really cool idea and more details on which fields to rollup are included in this post:

https://success.salesforce.com/answers?id=906300000019LwmAAE

Campaign Metrics - First Campaign Name

Business Problem:

As a Marketing Manager, I want to see the name of the first Campaign a prospect was a member of displayed on the Contact record.

Solution:

1. Create a text field on the contact object named First Campaign

2. Start Rollup Helper creation wizard

3. Choose Contact as target object

4. Choose First Campaign as target field

5. Choose Campaign member as child object

6. Choose Campaign ID > Name as the source field

7. Choose TEXT separated by space as rollup type

8. Create a filter name it First Campaign

9. Set the limit to 1 record

10. Set the sort order to Ascending

Save everything and you are done!

Ensuring Accurate Pricing and Margin Levels With Rollup Helper

Note: This Rollup Helper use case comes direct from a customer! We love it when our customers submit their most significant use cases! If you have a Rollup Helper Use Cases, please submit it to marketing <at> passagetech <dot> com. Submitting a use cases allows everyone to get the most from their investment in Salesforce!

Background
The scenario is that users want to review their pricing for each product to
make sure their margins are in the correct range. Because Salesforce
doesn't expose the Price Book Entry to the Reports tab, you can't create
such a report. 

Customer Use Case
Create a Rollup that rolls up the List Price from the Price Book Entry to
the Product. In addition to using a custom Cost field on the Product, 
you'll need to create a custom Price field on the Product that acts as the
target field for the rollup, along with a Margin % formula field to
calculate (Price - Cost) / Price. Our case is simple because we only use
Standard Price; if you have multiple Price Book Entries per Product then you
will need to get creative with filter criteria on the rollup, or make an
arbitrary rule such as rolling up the MIN value. 

Campaign Goal Tracking

Pracedo, a salesforce consulting partner, wrote a great blog post about managing campaign hierarchy rollups with Rollup Helper:

http://pracedo.com/2015/10/salesforce-app-of-the-week-rollup-helper/

User Number of Demo's Completed this Month

Business Problem: 

As a Sales Manager, I need to monitor the number of demo's being completed each month by a Sales Rep.

Solution:

Create a Count rollup on User with a filter for This Month.

  1. Create a custom number field on User (Demo's Completed This Month)
  2. Navigate to Rollup Helper and Step 1 select User
  3. Rollup Step 2 select the field you created (Demo's Completed This Month)
  4. Rollup Step 3:

     5.  Create a New Filter:  (Step 3. Specify Filter Criteria) Subject = Demo,  Status = Completed, Last Modified Date = This Month