Salesforce Docs Portal

Report on External Documents Attached to Cases

Create a report to see how many and which specific external documents are being attached to cases. Use this information to see which external sources have the most impact on closing cases. This report is helpful when you have set up Salesforce Federated Search, which gives users access to external search results when using the Knowledge One Widget. Users can attach external documents to cases only if Chatter is enabled.

Required Editions

Available in: Salesforce Classic

Salesforce Knowledge is available in Essentials and the Unlimited Edition with Service Cloud.

Salesforce Knowledge is available for an additional cost in: Professional, Enterprise, Performance, and Developer Editions. For more information, contact your Salesforce representative.
User Permissions Needed
To create, update, and delete custom report types Manage Custom Report Types
To run reports Run Reports
To create, edit, and delete reports Create and Customize Reports
  1. From Setup, enter Report Types in the Quick Find box, then select Report Types.
  2. Click New Custom Report Type.
  3. Select Cases as the Primary Object for your custom report type.
  4. Enter the Report Type Label. For example, Cases with External Documents. The Report Type Name automatically fills.
  5. Enter a description for your custom report type. For example, Reports on the external documents attached to cases.
  6. To indicate where to store the custom report type, select the Other Reports category.
  7. Select the deployment option of your choice. Click Next.
  8. On the next page, Define Report Records Set, relate another object and create an A to B Relationship. Select External Documents as the child object for your custom report type. Leave Each “A” record must have at least one related “B” record selected. Click Save.
  9. Leaving Setup, click the Reports tab.
  10. Click New Report. From the Other Reports folder, select Cases with External Documents, or the name of the report you created.
  11. Click Create.
  12. If they’re not already included, from the Cases object in the left pane, drag and drop the Case ID and Case Number fields onto the report. From the External Object: Object Name object, drag and drop the Display URL and Title fields. Drag and drop other fields that you want to include in the report.
  13. Click Run Report. Save the report.