> ## Documentation Index
> Fetch the complete documentation index at: https://support.fieldko.com/llms.txt
> Use this file to discover all available pages before exploring further.

# When Report Numbers Don't Match

> Find out why the FieldKo Atlas app, Salesforce reports, and business intelligence (BI) tools such as Power BI show different numbers, and line them up.

The FieldKo Atlas app, Salesforce reports, and an external business intelligence (BI) tool, such as Power BI, often read the same FieldKo records at different times, as different users, and with different filters. Use this page when "My Power BI report doesn't match Salesforce", or when the app and a Salesforce report disagree.

**Applies to:** Managers, Salesforce admins, and report builders.

## User Permissions Needed

| To do this | You need |
| - | - |
| Check a report's filters and a dashboard's running user | Access to the report or dashboard folder |
| Check another user's access to records | View Setup and Configuration, or ask your admin |

## Start Here

**Problem or symptom:** The same metric, such as visits completed or tasks done, shows different numbers in the app, a Salesforce report, and a BI tool.

**How to investigate:** Compare the smallest sample that differs, such as one rep's visits for one day. Then check the causes below in order.

> **Work Hasn't Synced Yet**
>
> **Why it happens:** Reps work offline. Records reach Salesforce only when the rep syncs, and photos only when they sync with **Sync Images** turned on.
>
> **How to investigate:** Open the rep's latest **Sync Detail**. Check **UnSynced Data on Device**, and when the rep last synced. See [Sync Details](https://support.fieldko.com/admin/support-diagnostics.md#sync-details).
>
> **How to resolve:** Ask the rep to sync. Run reports after reps' end-of-day syncs.

> **The App Holds Only Part of Salesforce**
>
> **Why it happens:** Each rep's device holds only their accounts, and records in a date window that starts on the first day of last month. Records that leave a rep's scope stay on the device until they run Reset Sync.
>
> **How to investigate:** Check whether the records are older than the date window, or belong to accounts the rep doesn't own and isn't on the account team for. See [Which Records Sync](https://support.fieldko.com/admin/offline-data.md#which-records-sync).
>
> **How to resolve:** Use Salesforce reports, not the app, for history and team totals.

> **Each Tool Sees What Its User Can See**
>
> **Why it happens:** A Salesforce report shows what the person running it can see. A dashboard shows what its running user can see. A BI tool shows what the Salesforce user in its connection could see when it last extracted the data.
>
> **How to investigate:** Note the user behind each number: you, the dashboard's **View Dashboard As** user, and the BI tool's connection user. Compare their access to the records that differ.
>
> **How to resolve:** Use a dedicated reporting or integration user who can see every record the report covers. See [Choose a Running User](https://support.fieldko.com/platform/reports/dashboards-and-snapshots.md#choose-a-running-user) and [Set Up an Integration User](https://support.fieldko.com/platform/integrations/integrate.md#set-up-an-integration-user).

> **The BI Tool's Data Is Older**
>
> **Why it happens:** A BI tool usually shows data from its last refresh or extract, not live data.
>
> **How to investigate:** Check the dataset's last refresh time in the BI tool, and compare it with the **Last Modified Date** of the records that differ.
>
> **How to resolve:** Schedule the refresh after reps' end-of-day syncs. Check that the extract also removes records that were deleted in Salesforce.

> **Dates Fall on Different Days**
>
> **Why it happens:** Salesforce stores date and time fields, such as **Actual End**, in Coordinated Universal Time (UTC). Salesforce reports show them in the viewer's time zone. Data that a BI tool extracts through the Salesforce application programming interface (API) arrives in UTC unless the tool converts it.
>
> **How to investigate:** Compare records near midnight, and at the start and end of weeks and months.
>
> **How to resolve:** Convert date and time fields to your local time zone in the BI tool before you group by day, week, or month.

> **The Reports Count Different Things**
>
> **Why it happens:** The same word can mean different fields:
>
> * A task a rep marks **Can't Do** keeps its **Status**, usually **Not Started**, and stores the reason in **Reason For Incompletion**. A report filtered on **Status** equals **Completed** leaves it out. A report that counts tasks with a reason as done includes it.
> * A visit's **Total Tasks Completed** and **Total Tasks Not Completed** are counted differently by the app and by Salesforce, so they depend on which one last updated the visit.
> * Survey answers are stored as text, so values such as `Out of stock` and `OOS` are different answers in every tool.
>
> **How to investigate:** List the fields and filters each report uses for the number that differs.
>
> **How to resolve:** Count tasks from each task's **Status** and **Reason For Incompletion**, not from the visit's totals. Agree one definition for each metric. See [Task Status and Completion Reporting](https://support.fieldko.com/managers/task-status-and-reporting.md) and [Retail Execution Metrics](https://support.fieldko.com/managers/platform/retail-metrics.md).

**Expected result:** After you line up sync timing, the user behind each tool, the refresh time, the time zone, and the field definitions, the numbers match for the sample you chose.

**Escalation:** If Salesforce has a record that a rep's synced device doesn't, or the other way around, ask the rep to [send their data to FieldKo support](https://support.fieldko.com/troubleshooting/send-data-to-support.md). For a BI tool's data pipeline, contact whoever built it.

> [!NOTE]
>
> Some companies have Power BI reports embedded in Salesforce as customer-specific configuration. Their data comes from a pipeline built for that company. Ask your admin or FieldKo support how and when it refreshes.

## See Also

* [Export FieldKo Data and Photos](https://support.fieldko.com/admin/export-data.md)
* [Integrate FieldKo with Other Systems](https://support.fieldko.com/platform/integrations/integrate.md)
* [Dashboard Running Users and Reporting Snapshots](https://support.fieldko.com/platform/reports/dashboards-and-snapshots.md)
* [Understand Offline Work and Sync](https://support.fieldko.com/sync/how-sync-works.md)
* [Storage and API Allowances](https://support.fieldko.com/platform/licensing/storage-and-api.md)


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