What gets included in reporting when you connect Salesforce
The moment Salesforce is enabled in your BrandBastion workspace, Salesforce-handled activity is included in reporting alongside BrandBastion activity.
That means you can measure:
Workload: replies handled by agents working in Salesforce
Speed: response time metrics that include Salesforce replies
Case outcomes: case status and time-to-close fields (when a conversation is linked to a Salesforce Case)
Full coverage: exports can include conversations even when there was no reply or no linked Case
How to use Salesforce reporting in BrandBastion
1) Filter by Salesforce case status
In the Filters panel, use Salesforce case status to focus on work by case stage, without leaving BrandBastion.
Use this to:
isolate new work (New)
confirm what’s done (Closed)
track what’s at risk (Escalated)
catch anything in a custom status (Other)
2) Filter for replies sent from Salesforce
In the existing Status filter dropdown, select:
Replied via Salesforce
Use this when you need to:
audit what was handled directly in Salesforce
separate Salesforce-handled replies from replies sent inside BrandBastion
How Salesforce agents appear in reporting
When Salesforce is enabled:
Replies sent from Salesforce are counted in Agent Performance.
Those replies are attributed to the Salesforce user who sent them.
Salesforce users appear in the agent list labeled Salesforce user.
This gives managers and analysts a single view of:
who handled conversations
how many replies they issued
how fast they responded
What you’ll see in exports
If you export the detailed Agent Performance report, your export will include all conversations that match your date range and filters, including conversations with:
no replies
no hide/archive actions
no linked Salesforce Case
This helps you report on:
workload that never required a reply
Salesforce cases that were opened and closed without social engagement
coverage gaps and operational edge cases
Salesforce fields included (when a Case is linked)
When a conversation is linked to a Salesforce Case, exports can include:
Salesforce case status
Salesforce case creation time
Salesforce case closed time
Time to close (from case created to close)
Time to close (from ingestion to close)
💡 Tip
Use these fields to audit case lifecycle performance and confirm whether social handling aligned with Salesforce closure.
Salesforce activity in the conversation History
For Salesforce-connected conversations, the Activity → History stream can show Salesforce events directly in the thread so your team can triage and avoid duplicate work. Common events include:
Replied via Salesforce (who replied and when)
Salesforce case created
Salesforce case status changed
