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If String Contains then ...

edited Jul 27, 2017 8:48AM in Reporting & Analytics for B2C Service 1 comment

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Hello All

We have a telephony data feed into Servicecloud. There are multiple (Telephony) lines for the same client. For the purposes of a report I want to group the lines together for the same clients. To do this I have created a large If expression. For example:

If (callrecordline='Oracle In hours','Oracle',if(callrecrodline='Oracle out of hours','Oracle')  etc. This ensures that I can combine the data for the client 'Oracle'

However - We have over 200 lines and some clients have up to 5. This worked well for a time however I have now run out of character space in the expression.

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