In this, we will create a rollup query to gather data about cases for a goal called customer satisfaction. The goal is to resolve 20 cases within a custom period with satisfaction rating of “very satisfied”. And this rollup query will count the number of resolved cases that meet the specified goal.
Let’s Get started
- To begin with, navigate to service > Rollup Query under Goal> click New in the Ribbon.
- In the rollup query form, fill the Name as very satisfied customers and Entity Type as Case and Owner who created the query(you).
- Apply the query for it, from drop down button select the Satisfaction, which equals, to very satisfied.
- In the end of query, click the view record button to see your case record which will met your criteria defined above in query. Then save & close or save it.
In this way, you created a rollup query as follows: You can also edit this query by selecting it and by double click on it.
With this, you can gather data about a particular goal under one view and create a rollup on the goal to see if it meet specified goal level.