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Difficulty: MediumStandard/Custom Report Types and Formats

A support director wants to review customer cases by analyzing total case volume across two dimensions simultaneously: Case Origin along the columns and Escalation Reason along the rows. Which report format should a Salesforce administrator select to organize the data into this grid structure?

  1. Matrix ReportAnswer
  2. B
    Summary Report
  3. C
    Tabular Report
  4. D
    Joined Report

Answer

The Matrix Report format is required because it supports grouping records simultaneously by both rows and columns.
The Matrix Report format allows grouping data by both rows and columns simultaneously. This creates a grid structure ideal for cross-tabulating metrics like Case Origin against Escalation Reason.

Step-by-Step Solution

1
Analyze the business requirement for data layout.
The requirement specifies grouping data across two distinct axes: Case Origin along columns and Escalation Reason along rows.
Determining the required axes of grouping dictates the appropriate report format.
2
Evaluate Salesforce report format capabilities.
Tabular provides no groupings; Summary provides row groupings only; Matrix provides row and column groupings; Joined provides multi-block reports.
Only Matrix reports support simultaneous row and column matrix summarizations.

Key Concept

Selecting appropriate Salesforce report formats based on grouping requirements.
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Topics

Standard/Custom Report Types and Formats

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