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Reporting and Dashboards Best Practices
Salesforce.com
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Best Practice
Business Driver
Best Practice Overview
Additional Information
– Salesforce Editions
– Alternative Options
– Skill Level Required
– Prerequisites
– Links and References
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Business Driver
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.
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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.
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Reporting and Dashboards Best Practice
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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
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Overview - What Can You Report On?
The information you see in reports is only the data to which
you have access, including…
– …Records you own,
– …Records to which you have read or read/write access,
– …Records that have been shared with you,
– …Records owned by or shared with users in roles below you in the
hierarchy,
– …Records for which you have "read" permissions
– In addition, you can view only those fields that are visible to you
In general, if you can see it, you can report on it.
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Where to start?
Out-of-the-Box Reports - 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
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Reports Types and Uses Tabular
– Tabular reports are the simplest and fastest way to list your data.
– Quick Lists w/out summarization.
Summary
– Summary reports list your data with subtotals and other summary information.
– Avg Sales per Rep, Total $ Oppty’s
Matrix
– Matrix reports list summaries of your data in a grid against both horizontal and vertical criteria.
– Sales per Rep per FY by FQ.
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Reports—Creating Custom Reports
2. Select report type
3. Select columns to summarize
and define custom formulas4. Select Grouping
1. Select data source
Custom objects too!
Predefined Relationships between objects
FY and then by FQAcct and then sub-acct
Sales Manager and then RepRecord Counts, Avg., Highs/Lows
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Reports—Creating Custom Reports
5. Select fields (columns)
to include 6. Order the fields (columns)
7. Set filter criteria 8. Create chart
Custom fields located
towards the bottom.
Don’t forget dynamic
date filters!
Save for last.
“and” = Default filter. Use advanced filters link and “()” to create “or” filters
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Reporting Usage Tips
Role Hierarchies Run time customisations
Hide DetailsHide Details
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Reporting – Advanced Options
Advanced Filtering Charting and Graphs
Conditional HighlightingOpportunity Trends
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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 65,536 rows of data in one
report.
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Reports - Best Practices
Canned reports (most commonly used, 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, US Marketing, EMEA Lead Gen, etc.
Save your reports as your browser “Favorites”
Review Tips and Hints for Custom Reports and
Maximizing Report Performance cheat sheet
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Reporting Tips
If you are thinking a report may end up on a dashboard,
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, use generic ranges, such as last
30 days, Current FY
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Turn the lights on with Dashboards!
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Why Dashboards?
Allows users to consume large amounts of information in a
simple, 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.com
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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, info entered. Reports
only as good as the data they are
based on.
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The Components
1. Chart
– Pie, Line, Vertical or Horizontal
ex. Stacked or Side by Side
2. Table
– Sort by label or value with max values displayed
ex. Leaderboard/Top Reps
3. Metric
– Stackable with colors
ex. Compare multiple reports
4. Gauge
– Custom breakpoints and colors
ex. Quota or Goal attainment
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Common MetricsSales 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 - (i.e.Open Opportunities despite a past close date)
Bookings trends – month to month
Average age of closed opportunities by Sales Rep
Opportunities 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
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
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Dashboards - Where Do I Begin? Survey management and your top users
– determine the most effective use of dashboards
Executive Level - Start at the Top!
- what information does your CEO, VP Sales, VP Marketing, VP Support, etc. need to effectively run the business? What behaviour do they want to drive?
Work with your salesforce.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?
- you may need to reconfigure salesforce/ add custom fields
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Designing for Successful Analysis
Work backwards - (re)configure salesforce.com to match
the reporting needs
Create new custom fields, 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
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The Mechanics of Reports/Dashboards
• Track individual records• Create associations between records• Search across all records
• Sort and organize• Segment and summarize
• Graphical depiction• Up to 20 elements per page
Dashboards
Reports
Records
Updated Real-Time
Click to Drill-Down
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Dashboard - 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, Title Headings for components
Deploying
– Develop reports and dashboards in personal folders, 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
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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’
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Leverage the AppExchange
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Dashboards – 2 Dimensions
Create two horizontal bar charts and put side-by-side
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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
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Substitute URL for Drill to Report in Dashboards
Allow users to control the drill-to location
The creator of the dashboard can drill to another
dashboard, a report (possibly passing parameters),
a detail page, an s-control, or another system using
a web interface
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
1
2
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Since Winter ’07 - Analytics Capabilities
S-Controls as a dashboard componentsAllows inline integration with 3rd party and custom components. Deliver visually stunning, interactive dashboards.
Drill through to URLBuild guided analysis into dashboards allowing users to move easily from one dashboard to another in a logical fashion.
Read-only report userRestrict users from performing ad hoc analysis and report creation. Provides system administrators with greater control over user functionality.
1
2
3
https://www.salesforce.com/appexchange/detail_overview.jsp?id=a03300000033IPOAA2Report in Dashboard HTML code
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Analytics Mash-upsInsert any application component into a dashboard
On Demand Spreadsheets
Interactive Controls
Any Analytic
Component
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Success in the AppExchange Analytics CategoryChoice of best-in-class analytics applications
AppExchange Analytics Category
Products in development for Winter ’07
Current AppExchange partners
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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, Title Headings for components
Deploying
– Develop reports and dashboards in personal folders, 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
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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)
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Useful Links
Reporting Fundamentals - 30 minutes
– http://www.salesforce.com/au/services-training/education-services/online-training/adm-120.jsp
Dashboard Mechanics - 20 minutes
– http://www.salesforce.com/au/services-training/education-services/online-training/adm-125.jsp
Successforce.com
– Search “Reporting” or “Dashboards”
– Analytics Blog - http://blogs.salesforce.com/analytics/
AppExchange
– Category “Analytics” http://www.salesforce.com/appexchange/category_list.jsp?NavCode__c=a0130000006P6IoAAK-1
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Additional Information
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Salesforce Editions
Salesforce Editions
– Group, PE, EE & UE (Some items such as sControls examples
shown are only available in EE & UE)
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Alternative Options
Please check out the AppExchange (
www.appexchange.com) under the “Anlaytics” category.
There are several alternative offerings to
salesforce.com’s reporting and dashboards. There are
also a number of prebuilt dashboards available.
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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. Dashboards are
generally best created by the system administrator.