# Service reports and dashboards for each stakeholder

*Agentforce Service Consultant Study Guide · Contact Center Analytics · Last updated October 15, 2026 · https://www.certifyforce.com/study-guide/agentforce-service-consultant/contact-center-analytics/service-reports-and-dashboards-for-each-stakeholder*

Pick the report format, calculation, filter and dashboard design that answers each service stakeholder's question, deliver it with the right running user, folder and subscription, and know where history, Omni-Channel and channel data live.

- Certification: Salesforce Agentforce Service Consultant
- Exam section: Contact Center Analytics
- Study guide: https://www.certifyforce.com/study-guide/agentforce-service-consultant

**Official exam objective:**

> Given a scenario, develop reports and dashboards in Salesforce to provide relevant information to different stakeholders.

## What the exam expects

- Choose a report format, bucket, row-level formula or summary formula (PARENTGROUPVAL, PREVGROUPVAL) from the question a stakeholder asks.
- Return the right records with cross filters and custom report types.
- Design dashboards: metric and gauge components, running user, dynamic dashboards and their limits, filters.
- Deliver results with subscriptions, conditions, folders and embedded report charts, and explain why two users see different numbers.
- Pick the source for history (field history, historical trending, reporting snapshots), Omni-Channel and channel data, and blended external data.

Key terms: **running user** (whose access a dashboard shows); **dynamic dashboard** (runs as the logged-in viewer); **custom summary formula** (a calculation on grouped totals); **reporting snapshot** (scheduled copy of report results into a custom object); **AgentWork** (the record for each Omni-Channel work assignment).

## Key facts

| Fact | Detail | Source |
|---|---|---|
| Groupings | Up to 2 row and 2 column groups | [Build a Report](https://help.salesforce.com/s/articleView?id=reports_build_lex.htm&language=en_US&type=5) |
| Joined reports | Up to 5 blocks; 2,000 records per block | [Joined Reports](https://help.salesforce.com/s/articleView?id=analytics.reports_working_with_joined.htm&language=en_US&type=5) |
| Cross filters | 3 per report, 5 subfilters each; no filter logic | [Cross Filters](https://help.salesforce.com/s/articleView?id=analytics.reports_cross_filters_overview.htm&language=en_US&type=5) |
| Dynamic dashboards | 5 Enterprise, 10 Unlimited/Performance, 3 Developer; Recycle Bin counts | [Dynamic Dashboards](https://help.salesforce.com/s/articleView?language=en_US&id=analytics.dashboards_dynamic_overview.htm&type=5) |
| Dynamic restrictions | No scheduled refresh, no subscriptions, no private folder | [Dynamic Dashboards](https://help.salesforce.com/s/articleView?language=en_US&id=analytics.dashboards_dynamic_overview.htm&type=5) |
| Dashboard filters | 5 per dashboard, 50 values each | [Limits](https://help.salesforce.com/s/articleView?id=rd_reports_dashboards_limits.htm&language=en_US&type=5) |
| Report display | Maximum 2,000 rows | [Limits](https://help.salesforce.com/s/articleView?id=rd_reports_dashboards_limits.htm&language=en_US&type=5) |
| Subscription conditions | Up to 5; email only if all are met | [Report Subscriptions](https://help.salesforce.com/s/articleView?id=sf.reports_subscribe_lex.htm&type=5&language=en_US) |
| Historical trending | Compares five snapshot dates | [Historical Changes](https://help.salesforce.com/s/articleView?id=analytics.reports_historical_trending.htm&type=5) |
| Reporting snapshots | Tabular or summary results to a custom object; no row-level formulas | [Reporting Snapshots](https://help.salesforce.com/s/articleView?id=analytics.data_about_analytic_snap.htm&type=5) |

## Check yourself

- Why do two users see different counts on the same report?
- When would you choose a gauge over a metric?
- Which record holds speed to answer and handle time for routed work?
- Why can't case reports show total messaging volume?

## Sources

- [Build a Report in Lightning Experience](https://help.salesforce.com/s/articleView?id=reports_build_lex.htm&language=en_US&type=5)
- [Combine Different Types of Information in a Joined Report](https://help.salesforce.com/s/articleView?id=analytics.reports_working_with_joined.htm&language=en_US&type=5)
- [Categorize Data with Bucket Columns](https://help.salesforce.com/s/articleView?id=analytics.reports_bucketing_overview.htm&language=en_US&type=5)
- [Compare Groups with PARENTGROUPVAL() and PREVGROUPVAL()](https://help.salesforce.com/s/articleView?id=analytics.reports_formulas_parentgroupval_prevgroupval.htm&language=en_US&type=5)
- [Evaluate Each Record in Reports with Row-Level Formulas](https://help.salesforce.com/s/articleView?id=sf.reports_formulas_row_level.htm&language=en_US&type=5)
- [Cross Filter Considerations and Limits](https://help.salesforce.com/s/articleView?id=analytics.reports_cross_filters_overview.htm&language=en_US&type=5)
- [Create a Custom Report Type in the Legacy Custom Report Type Builder](https://help.salesforce.com/s/articleView?id=xcloud.reports_defining_report_types.htm&type=5)
- [Edit and Customize Lightning Experience Dashboard Widgets](https://help.salesforce.com/s/articleView?language=en_US&id=analytics.dashboards_components_edit_lex.htm&type=5)
- [Build a Lightning Experience Dashboard](https://help.salesforce.com/s/articleView?id=dashboards_create_lex.htm&language=en_US&type=5)
- [Dynamic Dashboards](https://help.salesforce.com/s/articleView?language=en_US&id=analytics.dashboards_dynamic_overview.htm&type=5)
- [Filter a Dashboard](https://help.salesforce.com/s/articleView?language=en_US&id=analytics.dashboard_filters_overview.htm&type=5)
- [Reports and Dashboards Limits and Allocations](https://help.salesforce.com/s/articleView?id=rd_reports_dashboards_limits.htm&language=en_US&type=5)
- [Subscribe to Reports in Lightning Experience](https://help.salesforce.com/s/articleView?id=sf.reports_subscribe_lex.htm&type=5&language=en_US)
- [Subscribe to Dashboards in Lightning Experience](https://help.salesforce.com/s/articleView?id=analytics.dashboards_subscribe_lex.htm&language=en_US&type=5)
- [Refresh Dashboard Data](https://help.salesforce.com/s/articleView?id=analytics.dashboards_refresh.htm&language=en_US&type=5)
- [Access Levels for Report and Dashboard Folders](https://help.salesforce.com/s/articleView?id=analytics.analytics_folder_access.htm&language=en_US&type=5)
- [Control Who Sees What](https://help.salesforce.com/s/articleView?id=platform.security_data_access.htm&type=5)
- [Standard Lightning Page Components](https://help.salesforce.com/s/articleView?id=platform.lightning_page_components.htm&type=5)
- [Report on Historical Changes](https://help.salesforce.com/s/articleView?id=analytics.reports_historical_trending.htm&type=5)
- [Report on Historical Data with Reporting Snapshots](https://help.salesforce.com/s/articleView?id=analytics.data_about_analytic_snap.htm&type=5)
- [AgentWork](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_agentwork.htm)
- [Set Up Command Center for Service](https://help.salesforce.com/s/articleView?id=service.omnichannel_supervisor_intro.htm&type=5)
- [MessagingSession](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_messagingsession.htm)
- [VoiceCall](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_voicecall.htm)
- [Start Exploring CRM Analytics](https://trailhead.salesforce.com/content/learn/modules/wave_analytics_basics/wave_start_surfing_the_wave)
- [Learn About Reports and Dashboards](https://trailhead.salesforce.com/content/learn/modules/reports-dashboards-quick-look/learn-about-reports-and-dashboards)
- [Relative Date Filter Reference](https://help.salesforce.com/s/articleView?id=analytics.filter_dates_relative.htm&type=5)
- [Case Fields](https://help.salesforce.com/s/articleView?id=service.cases_fields.htm&type=5)
- [Set Business Hours](https://help.salesforce.com/s/articleView?id=service.customize_supporthours.htm&type=5&language=en_US)

## About the full unit

The "Core concepts", "Exam traps" and "Worked scenario" sections of this unit, its 34 linked practice questions, and unlimited timed mock exams are included with the Agentforce Service Consultant pack (USD $19): https://www.certifyforce.com/practice-exams