CRM Cases Reports Guide

How to use CRM case reports in QBM to review customer issues, service requests, workload, open cases, and service quality by status, owner, reason, and priority.

Sales & CustomersCRM ReportsEnd-User Guide

Overview

Case reports help service, support, and relationship teams review customer issues and follow-up quality. They are useful when management wants to know where cases are coming from, who owns them, and whether anything is becoming overdue or unresolved.

Useful habit: Review open-case reports regularly so unresolved issues are handled before they become escalations.

Reports Covered

ReportUse It For
Cases by Assigned To ReportReview case workload by staff member.
Cases by Category ReportReview cases grouped by business category.
Cases by Item ReportReview cases connected to a particular product or service item.
Cases by Job ReportReview cases linked to a project or job.
Cases by Location ReportReview cases by branch or service location.
Cases by Origin ReportReview where cases are coming from, such as phone, email, walk-in, or other configured origin.
Cases by Owner ReportReview ownership and accountability for customer cases.
Cases by Priority ReportReview urgent, normal, or low-priority workload.
Cases by Reason ReportReview the underlying reasons behind customer issues.
Cases by Status ReportReview cases by progress stage and focus on open cases only where needed.

Common Filters

Field Or OptionWhat It Means
Date / Date RangeLimits the review to the service period being analyzed.
StatusFocus the report on one case status or review all statuses.
Open Cases OnlyUseful when management only wants unresolved cases.
Assigned To / OwnerReview workload or responsibility by user.
Category / Priority / Reason / OriginUse the case classification that best explains the service issue.
Item / Job / LocationFocus the report on a product, project, or branch where service activity matters.

When To Use Which Report

  • Use by Status and Open Cases Only for daily control.
  • Use by Priority to manage urgent service work.
  • Use by Reason and by Category to spot recurring quality issues.
  • Use by Owner or by Assigned To to balance workload.

Best Practice

  • Make sure cases are closed when resolved, or open-case reports will become misleading.
  • Use reason and origin reports to improve service process and customer communication.
  • Review high-priority cases separately from normal operational work.
Important: Case reports are most useful when status, priority, reason, and ownership are updated consistently by the team.