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Is it possible to add an ACV field in lodal currency to C360 attributes?
Hi!
TL;DR: I need help with configuring a health score measure that tracks Service Cloud case creation and first response.
Hoping you can provide pointers on setting up a health score measure that monitors support ticket activity. Specifically, tracking the time between ticket creation and first touch by our support team. We use Service Cloud so my thinking was to use the Case History related list in SFDC as the source for my query builder data set but I'm running into roadblocks when trying to use Old/New Value as a filter.
To get the time between case creation and first touch I figured I could capture the case creation date and subtract the date/time when the case's status field gets updated from New to Open. However, I'm not able to add Old or New Value as a filter (error message states I can't use ANYTYPE field) so I can't isolate the data to just New --> Open cases. My guess is this is because Case History is a related list and not a bonafide SFDC object??
Any thoughts on how else I could capture the data?
TL;DR: I need help with configuring a health score measure that tracks Service Cloud case creation and first response.
Hoping you can provide pointers on setting up a health score measure that monitors support ticket activity. Specifically, tracking the time between ticket creation and first touch by our support team. We use Service Cloud so my thinking was to use the Case History related list in SFDC as the source for my query builder data set but I'm running into roadblocks when trying to use Old/New Value as a filter.
To get the time between case creation and first touch I figured I could capture the case creation date and subtract the date/time when the case's status field gets updated from New to Open. However, I'm not able to add Old or New Value as a filter (error message states I can't use ANYTYPE field) so I can't isolate the data to just New --> Open cases. My guess is this is because Case History is a related list and not a bonafide SFDC object??
Any thoughts on how else I could capture the data?
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