How to get a list of Canned Responses by Categories

You are a user of Email to Case Premium and would like to view a full list of Canned Responses filtered by Categories.   In latest versions of Email to Case Premium, Categories now have their own object (Canned Response Category) and there is a junction object (Canned Response Category Relation) that connects them with Canned Responses.   In this article, you will learn how to create a custom Report Type and Report to view the information. 

  • Jun 27, 2024
  • Knowledge

Permalink
https://kb.vicasso.com/?kb=000005355
Details

 

Create a custom Report Type
  1. Navigate to Salesforce Setup and search for Report Types
  2. Click the 'New Custom Report Type' button
  3. Select 'Canned Responses' as the Primary Object
  4. Specify a Report Type Label. Example: Canned Responses with Categories
  5. The Report Type name should be automatically populated
  6. Enter a description. Example: To view Canned Responses and their Categories
  7. Select a Report Type Category to save the new Report Type. Example: Other Reports
  8. Change the Deployment Status to 'Deployed'. The page should look as follows:                                                                                                   
  9. Click Next
  10. Select Canned Response Category Relations as your Object 'B', with the option 'Each "A" record must have at least one related "B" record.' selected. The page should look as follows:
  11. Click Save

 

Create a new Report
  1. Navigate to Reports in Salesforce
  2. Click the 'New Report' button
  3. Navigate to the category you saved the Report Type created above and search for the Report Type name. Optionally, click the 'All' category and search for the name
  4. Once the report is selected, click the 'Start Report' button. The page should look as follows:  
  5. The suggested columns for the report are:
    1. Canned Response Category: Canned Response Category Name, which shows the name of the Category
    2. Title, which shows the title of the Canned Response
    3. Canned Response Number, which shows the number of the Canned Response
  6. The filters should be edited based on your needs. To view all of the Canned Responses and all of the Categories, make sure to update them to:
    1. Show Me = All canned response categories
    2. Created Date = All Time
  7. Save & Run the report. It should look as follows:                                                                                                                                                                                                   

 

Note: Building custom reports falls outside the scope of Vicasso's App Support, and your Salesforce Administrator should be contacted for further customizations. For any other issues related to Email to Case Premium, please open a support case via our Customer Portal, or by emailing e2cpremium@vicasso.com.

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How to get a list of Canned Responses by Categories
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