You are not able to find any Social reports in the system.
Reproducing the Issue
- Go to Analysis Work Center
- Go to Report View
You can either select the Social reports category in the drop down list in order to show up the Social reports, or you can search by the Report name, such as: Customer Count By Channel, Message Volume By Channel, Social Media Ticket Completion Rate, Top 5 KB Articles and so on.
If you have set the Business Role for report assignments in the Business Configuration, you might have not set the required Business Role to the end user in order to get access to the Social Reports.
Due to the missing configuration in Social Engagement scoping for the end user, the user is not able to visualize the reports.
You need to assign the following Business Role to the user XYZ:
- Go to Application and User Management Work Center
- Go to Business Role
- For the end user, you need to assing the following Business Role:
- Business Role Name: Social Reporting Operator
Business Role ID: SOCIAL_REPORTING_OPE
This Role precisely define the user with access to reporting functions. The user will be able to execute reports and generate new ones based on existing data on the system.
KBA , LOD-CRM-ACC , Account , How To