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Business Driver Best Practice Overview Additional Information
– Salesforce Editions – Alternative Options – Skill Level Required – Prerequisites – Links and References
All organizations buy a CRM tool to derive clear quantitative metrics on their business. Good Reporting and Dashboards help organisations to present data stored within the CRM solution in a manor that allows executives to manage from the system and end users to use their data in a meaningful and productive manor.
Best Practice Overview
This best practice is divided into two components being reporting and dashboards. This best practice is aimed at both new users and then expands on the base line to cover more advanced techniques.
Reporting and Dashboards Best Practice .
Would You Drive at Night Without Headlights? Understand how Reports and Dashboards can help you monitor business goals & performance Understand how Dashboards can be used to motivate and promote success Walk away with specific deployment tips and tricks .
Overview . – …Records to which you have read or read/write access. – …Records that have been shared with you.What Can You Report On? The information you see in reports is only the data to which you have access. you can report on it. – …Records owned by or shared with users in roles below you in the hierarchy. . – …Records for which you have "read" permissions – In addition. if you can see it. you can view only those fields that are visible to you In general. including… – …Records you own.
Standard reports across all objects that should be the basis for your custom reports – Account and Contact Reports – Opportunity Reports – Sales Reports – Lead Reports – Support Reports – Campaign Reports – Administrative Reports – Activity Reports – Product and Asset Reports Custom Report Wizard – 6 easy steps – Predefined reports .Where to start? Out-of-the-Box Reports .
.Reports Types and Uses Tabular – Tabular reports are the simplest and fastest way to list your data. Total $ Oppty‘s Matrix – Matrix reports list summaries of your data in a grid against both horizontal and vertical criteria. – Quick Lists w/out summarization. – Sales per Rep per FY by FQ. Summary – Summary reports list your data with subtotals and other summary information. – Avg Sales per Rep.
Select report type Predefined Relationships between objects 3. Select columns to summarize and define custom formulas 4.Reports—Creating Custom Reports 1. Highs/Lows FY and then by FQ Acct and then sub-acct Sales Manager and then Rep .. Select data source 2. Select Grouping Record Counts. Avg.
Set filter criteria 8. Select fields (columns) to include 6.Reports—Creating Custom Reports 5. Use advanced filters link and ―()‖ to create ―or‖ filters . Order the fields (columns) 7. Create chart ―and‖ = Default filter.
Reporting Usage Tips Role Hierarchies Run time customisations Hide Details Hide Details .
Reporting – Advanced Options Advanced Filtering Charting and Graphs Conditional Highlighting Opportunity Trends .
536 rows of data in one report.Exporting and Printing Use Printable View to preserve sections and formatting – Display the report in a print-ready format in Excel Use Export to Excel to export directly to an Excel spreadsheet – File format: either . .xls or .csv – Export up to 256 columns and 65.
etc.Reports .Best Practices Canned reports (most commonly used. US Marketing. Save your reports as your browser ―Favorites‖ Review Tips and Hints for Custom Reports and Maximizing Report Performance cheat sheet . EMEA Lead Gen. starting point for customizing) – Train users to understand the difference between SAVE and SAVE AS Create/manage report folders and access – Develop folder & report naming conventions • Regional Sales Report Folder – SE Pipeline.
such as last 30 days. always select Summary or Matrix report Archive old reports – run ―Report on Reports‖ Office Edition – Run reports from Excel Leads & Contact reports – Add to Campaign Avoid Custom Dates.Reporting Tips If you are thinking a report may end up on a dashboard. Current FY . use generic ranges.
Turn the lights on with Dashboards! .
com . graphical view Enables management to monitor key performance indicators company-wide Enables users to standardize on one common language…one version of the truth Great for driving specific behavior Critical for driving executive support for salesforce.Why Dashboards? Allows users to consume large amounts of information in a simple.
info entered.Dashboard Basics Based on custom reports 20 elements per dashboard Click to drill into underlying report Can be refreshed anytime Results based on Running User Data has to be there to report on it. Field created. . Reports only as good as the data they are based on.
Chart – Pie. Line. Vertical or Horizontal ex. Compare multiple reports 4. Quota or Goal attainment .The Components 1. Table – Sort by label or value with max values displayed ex. Stacked or Side by Side 2. Leaderboard/Top Reps 3. Gauge – Custom breakpoints and colors ex. Metric – Stackable with colors ex.
Common Metrics Sales Metrics Number of prospects Number of new customers and total revenue Number of existing customers and total revenue Top 10 open opportunities Revenue target for quarter or year Top Accounts Pipeline by Stage Pipeline by Owner Exceptions .Open Opportunities despite a past close date) Bookings trends – month to month Average age of closed opportunities by Sales Rep Opportunities by lead source Marketing Metrics Number of executed campaigns Number of responses by campaign Number of opportunities won by campaign Revenue generated by campaign ROI by Campaign # of Respondents per campaign Number of new customers acquired by campaign Number of new leads by campaign Number of leads by lead source Customer Support Metrics Number of Cases closed same day Number of Cases open/closed by agent Average number of case by type Average time to resolution Top solutions created by rep op solutions as rated in knowledge base Percentage compliance with service-level agreement Percentage of service renewals Case time open-to-resolution .(i.e.
Dashboards .you may need to reconfigure salesforce/ add custom fields . VP Marketing.com users – what information do they need that would make their everyday lives easier? Prospecting information? Lead age information? HINT: Use the application to view usage such as login usage – you can target these users for your focus group Map the end-results analysis to the application Can the current configuration support the analysis needs? . need to effectively run the business? What behaviour do they want to drive? Work with your salesforce.Start at the Top! . VP Sales. VP Support.Where Do I Begin? Survey management and your top users – determine the most effective use of dashboards Executive Level .what information does your CEO. etc.
(re)configure salesforce. make certain fields required on page layouts to drive consistency Calculated fields can help with a great deal of reporting needs Use reports and dashboards to help drive data consistency as part of the data cleanup process – Example: create a dashboard that lists ‗All Accounts without Industry .com to match the reporting needs Create new custom fields.Designing for Successful Analysis Work backwards .
The Mechanics of Reports/Dashboards Updated Real-Time Dashboards • Graphical depiction • Up to 20 elements per page Reports • Sort and organize • Segment and summarize Records • Track individual records • Create associations between records • Search across all records Click to Drill-Down .
Best Practices Setting Up – Identify users who will have ―Manage Dashboards‖ permission – User folders to organise dashboards and control visibility (security) – Ensure that underlying reports are accessible to the run time user – Always use graph in underlying report – Side-by-side dashboard components for comparison views – Use Report Headings for columns.Dashboard . save to public folders when ready – Leverage reports that use ―My Team‖ filters – Clone dashboards and change the run time user – Create dashboards for others or temporarily grant required permissions . Title Headings for components Deploying – Develop reports and dashboards in personal folders.
Dashboard .Best Practices Using – Right-click on an individual dashboard graphic to send as an attachment ―Email picture…‖ – Add your dashboard to the home page – show top three elements – Compliance checks – Review refresh date – Manage from the application for improved adoption • Pipeline Review Calls • Board Presentations • Departmental Reviews • Individual Performance Reviews (One on One‘s) – Use reports and dashboards to help drive data consistency as part of the data cleanup process/ to enforce data quality • Example: Create an ―exception‖ dashboard that lists ‗All Accounts without Industry‘ .
Leverage the AppExchange .
Dashboards – 2 Dimensions Create two horizontal bar charts and put side-by-side .
Dashboards – Year on Year Create formula for month/quarter label Create formula – Current year amount Create formula – Previous year amount Create Summary report formula .percentage http://blogs.salesforce.com/blogs/2005/09/year_over_year_.html .
or another system using a web interface 2 Allow a user to select whether to use the standard drill-down location or a user entered one Users can create custom workflows linking dashboards or directing users to any web page . a report (possibly passing parameters). an s-control.Substitute URL for Drill to Report in Dashboards 1 Allow users to control the drill-to location The creator of the dashboard can drill to another dashboard. a detail page.
Deliver visually stunning. https://www.com/appexchange/detail_overview. Read-only report user Restrict users from performing ad hoc analysis and report creation.Analytics Capabilities 1 2 3 S-Controls as a dashboard components Allows inline integration with 3rd party and custom components. Provides system administrators with greater control over user functionality. interactive dashboards. Drill through to URL Build guided analysis into dashboards allowing users to move easily from one dashboard to another in a logical fashion.jsp?id=a03300000033IPOAA2 Report in Dashboard HTML code .salesforce.Since Winter ‘07 .
Analytics Mash-ups Insert any application component into a dashboard Any Analytic Component Interactive Controls On Demand Spreadsheets .
Success in the AppExchange Analytics Category Choice of best-in-class analytics applications AppExchange Analytics Category Current AppExchange partners Products in development for Winter ’07 .
Dashboard .Best Practices Setting Up – Identify users who will have ―Manage Dashboards‖ permission – User folders to organize dashboards and control visibility (security) – Ensure that underlying reports are accessible to the run time user – Always use graph in underlying report – Side-by-side components for comparison views – Use Report Headings for columns. save to public folders when ready – Leverage reports that use ―My Team‖ filters – Clone dashboards and change the run time user – Create dashboards for others or temporarily grant required permissions . Title Headings for components Deploying – Develop reports and dashboards in personal folders.
Dashboard .Best Practices Using – Right-click on an individual dashboard graphic to send as an attachment ―Email picture …‖ – Add your dashboard to the home page – show top three elements – Compliance checks – Review refresh date – Manage from the application for improved adoption • Pipeline Review Calls • Board Presentations • Departmental Reviews • Individual Performance Reviews (One on One‘s) .
http://blogs.Useful Links Reporting Fundamentals .20 minutes – http://www.jsp?NavCode__ c=a0130000006P6IoAAK-1 .com/appexchange/category_list.salesforce.com/au/services-training/educationservices/online-training/adm-120.30 minutes – http://www.jsp Dashboard Mechanics .jsp Successforce.salesforce.salesforce.com – Search ―Reporting‖ or ―Dashboards‖ – Analytics Blog .com/au/services-training/educationservices/online-training/adm-125.salesforce.com/analytics/ AppExchange – Category ―Analytics‖ http://www.
Additional Information .
EE & UE (Some items such as sControls examples shown are only available in EE & UE) .Salesforce Editions Salesforce Editions – Group. PE.
There are several alternative offerings to salesforce.appexchange.com) under the ―Anlaytics‖ category. . There are also a number of prebuilt dashboards available.com‘s reporting and dashboards.Alternative Options Please check out the AppExchange (www.
Dashboards are generally best created by the system administrator. .Skill Level Required The person setting up reports and/or dashboards should have a good understanding of the which objects data is being input to and the relationships of those objects with each other. Reports can be created by end users.