I am trying to figure out have to track Quick Text feature when a agent uses it. Basically, how many time a quick text was use over a given time, How many times did an Agent use a specific quick text over a period of time, etc..
I have looked into the Quick Text reports and/or "Sample Quick Text Report" but there's no count field or anything, you can report on any of the fields like title, description, category, etc..
So now I am thinking of creating our own count field and then write an apex trigger to update the field each time it's used if possible.
I want to know if there is a better way to work this solution or how to go about adding apex trigger to get the same results. Any suggestions would be helpful.
I am trying to figure out have to track Quick Text feature when a agent uses it. Basically, how many time a quick text was use over a given time, How many times did an Agent use a specific quick text over a period of time, etc..
I have looked into the Quick Text reports and/or "Sample Quick Text Report" but there's no count field or anything, you can report on any of the fields like title, description, category, etc..
So now I am thinking of creating our own count field and then write an apex trigger to update the field each time it's used if possible.
I want to know if there is a better way to work this solution or how to go about adding apex trigger to get the same results. Any suggestions would be helpful.
