Searching for the easiest way to report on who sends email assist tasks

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  • Updated 6 months ago
I have a customer who wants to create a C360 report on recent emails sent - most of which are via Email Assist. They have multiple people who touch accounts, so the person who actually sends the email could vary (it's not just automatically the named CSM for the account). 

My question is: Is there a way to put all this information into one report? It doesn't look like Email Logs contains information about the actual sender of the email. I could also report on CS Tasks, but then I lose the information about the email content that I would otherwise grab from Email Logs. Hoping I'm maybe missing something, but if the answer is just that I have to create a new MDA table, let me know. 

Thanks!
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Spencer Engel, Employee

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Posted 6 months ago

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Seth, Employee

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Hi Spencer -- Is there info available that would allow a Bionic Rule to join the correct CSTask with the Email Log? If so, you could avoid creating a wholly separate MDA Table by adding custom fields to CSTask, and just insert the additional useful info there.
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Pele

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Hey Spencer, I've done something kind of like this, but only for email assist emails. 

If Email Assist is being synced to Timeline, then you could report off of timeline with the filter "Source = EMAIL_ASSIST". 
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Spencer Engel, Employee

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Awesome. Thanks to both of you guys for your help.
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Srinivasa Pulagam, Employee

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FYI: For emails sent via email assist, emails logs contains "Use Case" field value as "Cockpit" and "Batch Id" field value as the task Id. 
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Angela Felicissimo

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This is important to see who sent the email assist but at the same time to see the email template being used and status i.e. date opened, bounced, clicked etc
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Nitisha Rathi, Employee

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As Srinivasa mentioned, to get this report we can join the csTask and Email Logs data via bionic rules. To join these data sets, use field "Batch Id" and add filter "Use Case = Cockpit". "Batch Id" = csTask ID 

Thanks,
Nitisha